Shuffle.com - Withdrawals Blocked and Cancelled After Legitimate Win

[AakZaki]

Hey there - we already communicated the below to you, so I'm sharing for the forum's visibility on this matter.

The bet was voided, your bet stake returned and you were able (and are still able) to withdraw your deposits and any other winnings from your account.

To make out like we haven't been straightforward with you is false.

I find it strange with this regulation why should this exist, isn't when the platform is ready to promote any bet they are also ready for all the risks?

When there is a unilateral cancellation of this kind, it actually harms the gambling players. This kind of regulation can be manipulated by the platform, when there is a big bet and the gambler is wrong on the bet the platform can take the bet, while when the customer wins the platform cancels it.

This is really an injustice, it should be if the platform thinks that the match is invalid, the platform should immediately cancel it before the match is over and there is a winner of the match.

Dear pvzera1,

Your bets placed on the match Pato Basquete vs SC Corinthians Paulista on 07.03.2026 from 21:58 UTC onwards have been reviewed by our third-party integrity monitoring partners. Following that review, credible integrity concerns have been identified in relation to the event.

As a result, the bets have been voided in accordance with our Sports Rules and Regulations, which form part of our Terms and Conditions. The relevant provisions state:

"Bets may be suspended indefinitely if result integrity is in doubt. In cases of suspected match-fixing, Shuffle may delay or void settlements. ... Shuffle may also void bets at its sole discretion where credible suspicion of manipulation exists, even in the absence of official confirmation."

If you have any questions, please feel free to contact support. However, our decision on this matter is final.

Kind regards,
Shuffle Team

[pvzera1]

I'm back with some updates regarding my case. This is the response I received from AskGamblers (link below)

So they won't be able to assist further with this. At this point, it comes down to whether Shuffle will resolve this properly or keep money that was legitimately won from a fair bet, won legitimately, with no evidence whatsoever to justify voiding it.

https://prnt.sc/dB86sHxvUQ2V

[baba2020]

So far, not a single piece of evidence has been presented by Shuffle regarding the "integrity" allegations. Meanwhile, OP has provided proof that nothing unusual happened during the event, and HOLY has already checked with providers and found no issues either. What is still missing for Shuffle to settle this and pay out? Is this a scam by Shuffle? Unbelievable.

[pvzera1]

It has been 15 days since I started this thread, and Shuffle still hasn't returned my money.

I've asked multiple times for proof and received nothing. There is still no real explanation and no evidence to justify voiding my bets. Just generic statements with nothing to support them.

[pvzera1]

I received a response from Tim via email 7 days after I sent my message, and honestly, this is completely unacceptable.

Instead of addressing the issue, providing evidence, or even attempting to explain the situation properly, the response was basically: "The decision is final, no more information will be provided. You can continue using your account, or we can close it if you want."

This kind of response is not only dismissive, but also comes across as borderline threatening. It feels like: "if you're not happy, just leave."

That is not how you handle a dispute involving $30,000 in voided winnings.

I am not asking for anything unreasonable. I am asking for evidence, a clear explanation, and a fair resolution. There is absolutely no justification for refusing to provide proof while holding funds that were legitimately won.

Telling a user to close their account instead of resolving the issue is not acceptable.

https://prnt.sc/ULr_VmwdB5ms

[AHOYBRAUSE]

Not sure why you wouldnt share what your bets were and what reason support gave for cancellation...

Let me guess, low level tennis or perhaps some low tier esports?

I don't understand why people always assume big wins get voided because of "low-tier" events or some shady bets. My bet was on one of the biggest events in Brazilian basketball, the match Pato Basquete vs SC Corinthians Paulista, two of the country’s top teams.

While I agree the shuffle should honor bets and so on, what you write here is utter nonsense. I follow a LOT of basketball and not only is the Brazilian league total garbage, the 2 teams you call "top teams" are mediocre/garbage teams, Pato is even 18th out of 20 teams in the league after the season.  
So this math is definitely NO "top event" whatsoever. This was a match that nobody would ever give a fk about, hahaha. So yeah, there is definitely a chance this game might have been flagged, we don't know. You are trying to make the game bigger than it was, which is kinda strange to me.

https://www.flashscore.com/match/basketball/corinthians-paulista-IVE5O0Oa/pato-0AWmyNU6/standings/standings/overall/

[pvzera1]

Not sure why you wouldnt share what your bets were and what reason support gave for cancellation...

Let me guess, low level tennis or perhaps some low tier esports?

I don't understand why people always assume big wins get voided because of "low-tier" events or some shady bets. My bet was on one of the biggest events in Brazilian basketball, the match Pato Basquete vs SC Corinthians Paulista, two of the country’s top teams.

While I agree the shuffle should honor bets and so on, what you write here is utter nonsense. I follow a LOT of basketball and not only is the Brazilian league total garbage, the 2 teams you call "top teams" are mediocre/garbage teams, Pato is even 18th out of 20 teams in the league after the season.  
So this math is definitely NO "top event" whatsoever. This was a match that nobody would ever give a fk about, hahaha. So yeah, there is definitely a chance this game might have been flagged, we don't know. You are trying to make the game bigger than it was, which is kinda strange to me.

https://www.flashscore.com/match/basketball/corinthians-paulista-IVE5O0Oa/pato-0AWmyNU6/standings/standings/overall/

Whether you personally consider the league or teams "good" or not is completely irrelevant to the issue.

This was a professional, officially organized league match (NBB) that was widely available across multiple sportsbooks. It was not some obscure or hidden event that only one platform offered.

More importantly, there were no issues with this event on any other platform. The match was settled normally everywhere else, and no integrity concerns were reported.

Why is there no proof? Why did no other operator take the same action?

It's about consistency and evidence. I took the risk of losing the money and the risk of winning. I won, and then it was voided.

[baba2020]

Event was a major event in Brazil, two big teams of Brazil, not compared to international teams but both are in 1st division, it´s not same obscure event of table tennis in indonesia/russia or some 3rd division soccer game of Lituania...

There were NOT any flag with this event, Shuffle uses the same Sports provider of Stake, he already show proof of support saying there was not any flag in this event, holy already confirmed not any flag with the event.

If Shuffle chose to offer betting markets on this event, then they are obligated to honor their own terms and conditions. Selectively voiding winning bets without transparent justification and proof undermines trust and raises serious questions about their operational standards.

I have never seen a losing bet get voided after the result, not once.

So how is it acceptable that a winning bet can suddenly be voided days later?

Encourage users to bet, but if the outcome results in significant payouts, retroactively claim “integrity concerns” without any proof.

Until this issue is properly addressed with transparency and accountability, I will not be making further deposits on Shuffle. I will also ensure that the community is fully informed about how situations like this are handled.

[AHOYBRAUSE]

Event was a major event in Brazil, two big teams of Brazil, not compared to international teams but both are in 1st division, it´s not same obscure event of table tennis in indonesia/russia or some 3rd division soccer game of Lituania...

There were NOT any flag with this event, Shuffle uses the same Sports provider of Stake, he already show proof of support saying there was not any flag in this event, holy already confirmed not any flag with the event.

If Shuffle chose to offer betting markets on this event, then they are obligated to honor their own terms and conditions. Selectively voiding winning bets without transparent justification and proof undermines trust and raises serious questions about their operational standards.

I have never seen a losing bet get voided after the result, not once.

So how is it acceptable that a winning bet can suddenly be voided days later?

Encourage users to bet, but if the outcome results in significant payouts, retroactively claim “integrity concerns” without any proof.

Until this issue is properly addressed with transparency and accountability, I will not be making further deposits on Shuffle. I will also ensure that the community is fully informed about how situations like this are handled.

And who are you now? hahaha You need 2 accounts for making posts in your thread?
You better google the meaning of "major sports event". A game in a mediocre league between let's say 7th and 16th place is a major event in your eyes, makes sense. 
What's the playoffs in the Brazilian league then? An event watched by billions of people.

Anyway, I am just saying the WORDING is wrong, OP makes the game bigger than what it is. I did not say shuffle did anything fair whatsoever. But since the league is small and the teams are not BIG at all, there is a chance something shady went down. I am saying CHANCE, not FACT.

[baba2020]

I’m a friend of OP , and honestly, who are you? Are you connected to Shuffle or just defending them for free?

You’re basing everything on what you think. I don´t care what you think.

I’m talking about facts.

When there’s match-fixing, it doesn’t stay hidden , there are reports, alerts, providers flag it across sportsbooks. That’s how the system works.

Here, there is none of that. No flags, no reports, no evidence.

So no , there’s no proof of any integrity issue.

Please stay on topic. Until Shuffle presents verifiable evidence to support their claims, they are not justified in voiding any bets. Without proof, this decision raises serious concerns about fairness.

[mikel_012]

I'm back with some updates regarding my case. This is the response I received from AskGamblers (link below)

So they won't be able to assist further with this. At this point, it comes down to whether Shuffle will resolve this properly or keep money that was legitimately won from a fair bet, won legitimately, with no evidence whatsoever to justify voiding it.

https://prnt.sc/dB86sHxvUQ2V

At this point I think you should follow the AskGamblers advice and dispute with the Gambling Authority. I can not see Shuffle helping you if they denied everything many times. They will not care about your complains here

We from the outside can not know what happened and the reasons, so this is why you need to dispute and try to get a better answer that way. It's bad news and it's sad because transparency should be the main priority, but this happens all the time

[holydarkness]

I think you're the one PMing me yesterday and I promised I'll circle back to you once I finished my run around all the bases? Yeah, sorry that I forgot to do that. My PM was a tad bit crazy yesterday with new pop-up telling me there is new message everytime I basically refresh my page.

I'll try to reach Tim and see if he would provide the evidence of flag by betby, if you're okay with that?

[pvzera1]

I think you're the one PMing me yesterday and I promised I'll circle back to you once I finished my run around all the bases? Yeah, sorry that I forgot to do that. My PM was a tad bit crazy yesterday with new pop-up telling me there is new message everytime I basically refresh my page.

I'll try to reach Tim and see if he would provide the evidence of flag by betby, if you're okay with that?

Yes, I'm completely okay with that.

From the beginning, I've been asking for actual evidence of this alleged flag, and nothing has been provided. They keep claiming there is proof, so I want them to present it. If this evidence really exists, there is no reason to keep hiding it.

At this point, the outcome is clear: either they present the evidence they claim to have, or the bets must be validated as wins.

[holydarkness]

I think you're the one PMing me yesterday and I promised I'll circle back to you once I finished my run around all the bases? Yeah, sorry that I forgot to do that. My PM was a tad bit crazy yesterday with new pop-up telling me there is new message everytime I basically refresh my page.

I'll try to reach Tim and see if he would provide the evidence of flag by betby, if you're okay with that?

Yes, I'm completely okay with that.

From the beginning, I've been asking for actual evidence of this alleged flag, and nothing has been provided. They keep claiming there is proof, so I want them to present it. If this evidence really exists, there is no reason to keep hiding it.

At this point, the outcome is clear: either they present the evidence they claim to have, or the bets must be validated as wins.

OP, I am reaching Tim that will speak on behalf of Shuffle just seconds ago, to see if they're willing to enter a binding WRITTEN agreement between you, me, and Shuffle that I'll mediate the two of you, and I'll review your case. Upon confirmation from both of you, that you both enters binding agreement that the outcome is as I find to be true, escalation to other ADR will not be valid, and allowed us to refuse the ADR's ruling as the final binding agreement.

If I can begin to get you to step into this binding agreement?

[pvzera1]

I think you're the one PMing me yesterday and I promised I'll circle back to you once I finished my run around all the bases? Yeah, sorry that I forgot to do that. My PM was a tad bit crazy yesterday with new pop-up telling me there is new message everytime I basically refresh my page.

I'll try to reach Tim and see if he would provide the evidence of flag by betby, if you're okay with that?

Yes, I'm completely okay with that.

From the beginning, I've been asking for actual evidence of this alleged flag, and nothing has been provided. They keep claiming there is proof, so I want them to present it. If this evidence really exists, there is no reason to keep hiding it.

At this point, the outcome is clear: either they present the evidence they claim to have, or the bets must be validated as wins.

OP, I am reaching Tim that will speak on behalf of Shuffle just seconds ago, to see if they're willing to enter a binding WRITTEN agreement between you, me, and Shuffle that I'll mediate the two of you, and I'll review your case. Upon confirmation from both of you, that you both enters binding agreement that the outcome is as I find to be true, escalation to other ADR will not be valid, and allowed us to refuse the ADR's ruling as the final binding agreement.

If I can begin to get you to step into this binding agreement?

I'm open to entering this agreement, because at this point I just want a fair and proper resolution.

I've been the one harmed throughout this entire situation, my legitimate winnings were withheld, and I've spent weeks trying to get answers with no real proof ever provided.

I'm willing to proceed, as long as the process is fair and transparent for everyone involved.

[holydarkness]

OP, I am reaching Tim that will speak on behalf of Shuffle just seconds ago, to see if they're willing to enter a binding WRITTEN agreement between you, me, and Shuffle that I'll mediate the two of you, and I'll review your case. Upon confirmation from both of you, that you both enters binding agreement that the outcome is as I find to be true, escalation to other ADR will not be valid, and allowed us to refuse the ADR's ruling as the final binding agreement.

If I can begin to get you to step into this binding agreement?

I'm open to entering this agreement, because at this point I just want a fair and proper resolution.

I've been the one harmed throughout this entire situation, my legitimate winnings were withheld, and I've spent weeks trying to get answers with no real proof ever provided.

I'm willing to proceed, as long as the process is fair and transparent for everyone involved.

Have you reached AG to begin your mediation with the ADR? Because Tim kinda sure he's currently attending AG's nudge about a case that's probably similar as yours.

Regarding fair and transparent, I can give you my words that I will tell public what I see I see and lear, but about being transparent as providing to the public those things I see, I can't guarantee that as [even if you go with ADR], some evidences are still made private as it concerns GDPR and/or company's sensitive info.

[pvzera1]

OP, I am reaching Tim that will speak on behalf of Shuffle just seconds ago, to see if they're willing to enter a binding WRITTEN agreement between you, me, and Shuffle that I'll mediate the two of you, and I'll review your case. Upon confirmation from both of you, that you both enters binding agreement that the outcome is as I find to be true, escalation to other ADR will not be valid, and allowed us to refuse the ADR's ruling as the final binding agreement.

If I can begin to get you to step into this binding agreement?

I'm open to entering this agreement, because at this point I just want a fair and proper resolution.

I've been the one harmed throughout this entire situation, my legitimate winnings were withheld, and I've spent weeks trying to get answers with no real proof ever provided.

I'm willing to proceed, as long as the process is fair and transparent for everyone involved.

Have you reached AG to begin your mediation with the ADR? Because Tim kinda sure he's currently attending AG's nudge about a case that's probably similar as yours.

Regarding fair and transparent, I can give you my words that I will tell public what I see I see and lear, but about being transparent as providing to the public those things I see, I can't guarantee that as [even if you go with ADR], some evidences are still made private as it concerns GDPR and/or company's sensitive info.

They reviewed the case and told me they couldn't assist further, saying that this dispute needs to be handled directly by the relevant Gambling Authority, since only they would be able to properly investigate whether there was any regulatory breach.

What I want is simply a fair resolution. The bets were accepted, settled, and only about one week later they were voided with no real explanation and no actual proof provided.

I'm back with some updates regarding my case. This is the response I received from AskGamblers (link below)

So they won't be able to assist further with this. At this point, it comes down to whether Shuffle will resolve this properly or keep money that was legitimately won from a fair bet, won legitimately, with no evidence whatsoever to justify voiding it.

https://prnt.sc/dB86sHxvUQ2V

[holydarkness]

OP, I am reaching Tim that will speak on behalf of Shuffle just seconds ago, to see if they're willing to enter a binding WRITTEN agreement between you, me, and Shuffle that I'll mediate the two of you, and I'll review your case. Upon confirmation from both of you, that you both enters binding agreement that the outcome is as I find to be true, escalation to other ADR will not be valid, and allowed us to refuse the ADR's ruling as the final binding agreement.

If I can begin to get you to step into this binding agreement?

I'm open to entering this agreement, because at this point I just want a fair and proper resolution.

I've been the one harmed throughout this entire situation, my legitimate winnings were withheld, and I've spent weeks trying to get answers with no real proof ever provided.

I'm willing to proceed, as long as the process is fair and transparent for everyone involved.

Have you reached AG to begin your mediation with the ADR? Because Tim kinda sure he's currently attending AG's nudge about a case that's probably similar as yours.

Regarding fair and transparent, I can give you my words that I will tell public what I see I see and lear, but about being transparent as providing to the public those things I see, I can't guarantee that as [even if you go with ADR], some evidences are still made private as it concerns GDPR and/or company's sensitive info.

They reviewed the case and told me they couldn't assist further, saying that this dispute needs to be handled directly by the relevant Gambling Authority, since only they would be able to properly investigate whether there was any regulatory breach.

What I want is simply a fair resolution. The bets were accepted, settled, and only about one week later they were voided with no real explanation and no actual proof provided.

I'm back with some updates regarding my case. This is the response I received from AskGamblers (link below)

So they won't be able to assist further with this. At this point, it comes down to whether Shuffle will resolve this properly or keep money that was legitimately won from a fair bet, won legitimately, with no evidence whatsoever to justify voiding it.

https://prnt.sc/dB86sHxvUQ2V

Noted, let me try to reach Tim and update him about this matter, that your reach to AG for resolution hits a wall and thus no meaningful bridging has been established and you're currently looking for a way. Please wait a bit, this is weekend, I leave my contact on weekend. I'll still write to Tim right after this, but I won't push if I don't get a reply back.

[pvzera1]

Noted, let me try to reach Tim and update him about this matter, that your reach to AG for resolution hits a wall and thus no meaningful bridging has been established and you're currently looking for a way. Please wait a bit, this is weekend, I leave my contact on weekend. I'll still write to Tim right after this, but I won't push if I don't get a reply back.

Got it, I'll wait for updates

[holydarkness]

Noted, let me try to reach Tim and update him about this matter, that your reach to AG for resolution hits a wall and thus no meaningful bridging has been established and you're currently looking for a way. Please wait a bit, this is weekend, I leave my contact on weekend. I'll still write to Tim right after this, but I won't push if I don't get a reply back.

Got it, I'll wait for updates

Yeah, uhh... don't hold your breath. I got a reply from Tim about few hours ago and he explained some things to me, though it still doesn't explain how Betby flagged your account for that match on Shuffle while your Stake didn't, nor with other casinos which I reached, that I am still pressing him for the matter, he introduced a new factor into your case.

My latest reply was an inquiry for above matter [discrepancies between casinos], but I think if I read his "tone" correctly [as it's a text message and we have to interpret tone], I think I just hit a wall.