Account frozen with no release date - Shuffle.com - SOLVED

[BTCBetsGeng]

I used the Shufle.com platform mainly for sports betting, and I had recently been exploring MMA betting. Initially, I had no issues with deposits or withdrawals. However, my account has now been under verification for over a week, and they say there's no set timeframe for this process. I’ve already provided all the requested documentation. They are simply freezing my account and holding my money. This is absurd, especially considering the positive reviews this platform has on the Forum.

[joniboini]

You seem to have made an accusation thread and posted on their ANN thread already. I don't think creating a new thread is going to help your case. What you can do is to bump and update with more proof on your accusation thread or their ANN thread. Probably try to contact their representative again. Hopefully, it will be resolved soon. I know other cases where it takes months for their issue to get resolved (not on Shuffle, though), so crypto businesses need to improve this aspect of their service.

[kotajikikox]

I used the Shufle.com platform mainly for sports betting, and I had recently been exploring MMA betting. Initially, I had no issues with deposits or withdrawals. However, my account has now been under verification for over a week, and they say there's no set timeframe for this process. I’ve already provided all the requested documentation. They are simply freezing my account and holding my money. This is absurd, especially considering the positive reviews this platform has on the Forum.

Was there a reason given out? Despite giving complete documents maybe they found something suspicious.

I am not really familiar with this specific casino to be honest. If you already contacted them, there is nothing left to do but wait and if you are truly dissatisfied with their service I would recommend not going back and just using a different casino. One that is trusted and you may have history already. Don't want to jump to scam accusations immediately so let us wait for awhile.

[BTCBetsGeng]

I used the Shufle.com platform mainly for sports betting, and I had recently been exploring MMA betting. Initially, I had no issues with deposits or withdrawals. However, my account has now been under verification for over a week, and they say there's no set timeframe for this process. I’ve already provided all the requested documentation. They are simply freezing my account and holding my money. This is absurd, especially considering the positive reviews this platform has on the Forum.

Was there a reason given out? Despite giving complete documents maybe they found something suspicious.

I am not really familiar with this specific casino to be honest. If you already contacted them, there is nothing left to do but wait and if you are truly dissatisfied with their service I would recommend not going back and just using a different casino. One that is trusted and you may have history already. Don't want to jump to scam accusations immediately so let us wait for awhile.

They just say my account is under review. That there is no time frame for them to review it.

[giammangiato]

I used the Shufle.com platform mainly for sports betting, and I had recently been exploring MMA betting. Initially, I had no issues with deposits or withdrawals. However, my account has now been under verification for over a week, and they say there's no set timeframe for this process. I’ve already provided all the requested documentation. They are simply freezing my account and holding my money. This is absurd, especially considering the positive reviews this platform has on the Forum.

I understand your frustration with this, but venting it without providing concrete evidence of what happened is just a way to throw mud on the platform,
which actually also has quite positive ratings.
Surely something happened, I doubt that they are jeopardizing their reputation, I would call it a scam only if this thing happened to all registered users at the same time, the site blocks all accounts and is no longer accessible, it means that they stole all the money.
Obviously this is not the case, so I advise you to investigate first and ask for explanations and information.

https://it.trustpilot.com/review/shuffle.com

[BTCBetsGeng]

I used the Shufle.com platform mainly for sports betting, and I had recently been exploring MMA betting. Initially, I had no issues with deposits or withdrawals. However, my account has now been under verification for over a week, and they say there's no set timeframe for this process. I’ve already provided all the requested documentation. They are simply freezing my account and holding my money. This is absurd, especially considering the positive reviews this platform has on the Forum.

I understand your frustration with this, but venting it without providing concrete evidence of what happened is just a way to throw mud on the platform,
which actually also has quite positive ratings.
Surely something happened, I doubt that they are jeopardizing their reputation, I would call it a scam only if this thing happened to all registered users at the same time, the site blocks all accounts and is no longer accessible, it means that they stole all the money.
Obviously this is not the case, so I advise you to investigate first and ask for explanations and information.

https://it.trustpilot.com/review/shuffle.com

I try to contact them almost every day via chat and I always get the same message. They ask me to wait and don't give me a deadline. By the way, the link you sent apparently has another customer with the same problem as me. As the other answers highlighted above, this is my second thread about them. In the previous one, I already left evidence of what I'm going through.

[acroman08]

Was there a reason given out? Despite giving complete documents maybe they found something suspicious.

According to the screenshot he shared(quoted below) on his previous thread, the guy was most likely flagged(for money laundering, maybe) because he tried to withdraw his deposited money to a different address without finishing the wager requirement.

here are the chat conversations

[BTCBetsGeng]

Was there a reason given out? Despite giving complete documents maybe they found something suspicious.

According to the screenshot he shared(quoted below) on his previous thread, the guy was most likely flagged(for money laundering, maybe) because he tried to withdraw his deposited money to a different address without finishing the wager requirement.

https://imgur.com/a/zCtsMpV
here are the chat conversations

If I’m not mistaken, the withdrawal attempt that failed was using my Binance address, whereas I usually made deposits with my MetaMask wallet. I can prove this as well, but they haven’t even asked for that kind of documentation.

[leonair]

I used the Shufle.com platform mainly for sports betting, and I had recently been exploring MMA betting. Initially, I had no issues with deposits or withdrawals. However, my account has now been under verification for over a week, and they say there's no set timeframe for this process. I’ve already provided all the requested documentation. They are simply freezing my account and holding my money. This is absurd, especially considering the positive reviews this platform has on the Forum.

Do you understand what could be the reason for freezing your account? Are you using multiple accounts here or using VPN or doing any activity that is against their ToS? Since you have submitted your documents you should wait for some time and if you feel that you have been waiting too long and they are taking too long for it then you can talk to customer support they can help you if you are legitimate. If they do not take you seriously despite you being legitimate or refuse to unfreeze your account then you can post here with that evidence. Blaming them without any evidence will not bring a better result

[BTCBetsGeng]

I used the Shufle.com platform mainly for sports betting, and I had recently been exploring MMA betting. Initially, I had no issues with deposits or withdrawals. However, my account has now been under verification for over a week, and they say there's no set timeframe for this process. I’ve already provided all the requested documentation. They are simply freezing my account and holding my money. This is absurd, especially considering the positive reviews this platform has on the Forum.

Do you understand what could be the reason for freezing your account? Are you using multiple accounts here or using VPN or doing any activity that is against their ToS? Since you have submitted your documents you should wait for some time and if you feel that you have been waiting too long and they are taking too long for it then you can talk to customer support they can help you if you are legitimate. If they do not take you seriously despite you being legitimate or refuse to unfreeze your account then you can post here with that evidence. Blaming them without any evidence will not bring a better result

I want to emphasize that I have not violated any of the platform's terms. I do not have multiple accounts, nor have I engaged in any suspicious activity. My intention in posting here was solely to find a more effective way to contact support, since the live chat only keeps repeating the same automated responses without providing any concrete solution or timeline.
It is neither comfortable nor reasonable to have over 1000 USDC locked in my account while the only response I get is that “my account is under review” — and worse, with no estimated time for resolution.

[Woodie]

Am sure with the threads you have opened, you have their attention for sure..but then again I would advise you don't rush the process, let them look for what they are looking for if you are in the clear you will be whitelisted and enjoy full access once again, if not you part ways and probably get your money deposit+ winnings **depending on their T&C's** and get to find a new platform... Btw Through  a similar circumstance, I have personally had a Sportsbook that's still here on the forum close my account for no reason after making a withdrawal, but left them as we have plenty of quality gambling platforms out there and  need a drama free experience.

Goodluck to you .

[Findingnemo]

~
I want to emphasize that I have not violated any of the platform's terms. I do not have multiple accounts, nor have I engaged in any suspicious activity. My intention in posting here was solely to find a more effective way to contact support, since the live chat only keeps repeating the same automated responses without providing any concrete solution or timeline.
It is neither comfortable nor reasonable to have over 1000 USDC locked in my account while the only response I get is that “my account is under review” — and worse, with no estimated time for resolution.

Chat is not very helpful for cases like these, the best you can do is to contact the customer support via the email they provided, where the one who is responsible for verification can review and respond appropriately.

Can you be more specific, how long it's been? Days or weeks?

There are many reason a casino can hold funds and ask for KYC and further documentation, if they suspect of money laundering the the probable document that you need to provide is source/proof of funds.

[acroman08]

Was there a reason given out? Despite giving complete documents maybe they found something suspicious.

According to the screenshot he shared(quoted below) on his previous thread, the guy was most likely flagged(for money laundering, maybe) because he tried to withdraw his deposited money to a different address without finishing the wager requirement.

here are the chat conversations

If I’m not mistaken, the withdrawal attempt that failed was using my Binance address, whereas I usually made deposits with my MetaMask wallet. I can prove this as well, but they haven’t even asked for that kind of documentation.

There is not much that can be done other than wait for them to contact you and present your evidence if they ask you for it. Hopefully, you get your case resolved soon. Seeing the date on your previous thread, it's been a week since your issue started.

[Orpichukwu]

Can you be more specific, how long it's been? Days or weeks?

There are many reason a casino can hold funds and ask for KYC and further documentation, if they suspect of money laundering the the probable document that you need to provide is source/proof of funds.

According to the OP's statement, he said this has been over a week, which is more than two call days, and from the image of a member quoted above, I think the reason why the account was flagged was already identified, but the OP is not getting any reasonable response from them asking for any further information, which he's ready to provide to prove he's genuine.

I understand the OP's frustration; there is nothing as painful as not knowing when your case will be attended to. Since the casino has been promoted here on the forum, it will be easier to reach them either through their representative or the campaign manager.

[Agbamoni]

KYC verification dont take that long if I'm not mistaken.

If you are speaking to the support team, you will have to give them time to sort things out for you as long as you still keep communication with them and they are willing to support you. However, in a case where you dont have any reasonable response from the team then you can push for more accusation. In the meantime shuffle has their ann thread, you may see a representative you could speak to there. Have you message over there?

[OgNasty]

You never know their process or what they’re dealing with. Maybe they have a lot of people trying to KYC or maybe they have employees out sick or on vacation. They might even have a short pause waiting for a transfer. You never know. A week isn’t too bad for this. I wouldn’t freak out just yet. If another week goes by I would probably start growing concerned.

[Findingnemo]

Can you be more specific, how long it's been? Days or weeks?

There are many reason a casino can hold funds and ask for KYC and further documentation, if they suspect of money laundering the the probable document that you need to provide is source/proof of funds.

According to the OP's statement, he said this has been over a week, which is more than two call days, and from the image of a member quoted above, I think the reason why the account was flagged was already identified, but the OP is not getting any reasonable response from them asking for any further information, which he's ready to provide to prove he's genuine.

I understand the OP's frustration; there is nothing as painful as not knowing when your case will be attended to. Since the casino has been promoted here on the forum, it will be easier to reach them either through their representative or the campaign manager.

In that case, it's not a normal verification, probably the KYC team is doing manual check to find the authenticity of the submitted documents which can take a while but not a week. But OP can wait for a while to see whether he receives anything from their ANN here instead of bombarding the same issue on the multiple threads which is not gonna make the procedure any faster.