[UNRESOLVED] Shuffle.com Withholding Funds

[sexychan2]

Hello everyone,

I am creating this thread to document an ongoing withdrawal issue I am experiencing with Shuffle.com, in the hope that a forum representative or community manager can look into my account status.

I have been an active, loyal player on Shuffle since 2024. Over the course of my time on the platform, I have lost over $250,000 and have wagered a cumulative total of approximately $5.5 million. I have always thoroughly enjoyed my time on the site and have consistently advocated for it to other players.

Unfortunately, my latest withdrawal request has been sitting completely unprocessed for over 48 hours.

To provide context regarding my account's status:
- I am fully KYC-verified up to Level 3 (Proof of Address confirmed).
- No further document requests are currently pending on my verification page.

I have attempted to resolve this quietly through the proper channels. However, my live chat queries are being ignored, and my emails to support have gone unanswered. Furthermore, when I asked other players for advice regarding standard withdrawal processing times in the public chatroom, I was permanently banned from the chat.

As a long term user who has operated entirely in good faith, being cut off from support communication while my funds are withheld is incredibly concerning.

I still want to believe that Shuffle values its community and intends to act as a reputable, licensed casino. I will continuously update this thread with my progress. If support reaches out and resolves this matter, I will immediately update the community here to confirm it has been settled.

Thank you for your time.

[Murat]

Maybe provide a bit more details. Amount we are talking about and some screenshots would help.

You can also post in their thread > https://bitcointalk.org/index.php?topic=5465575.0

[sexychan2]

Maybe provide a bit more details. Amount we are talking about and some screenshots would help.

You can also post in their thread > https://bitcointalk.org/index.php?topic=5465575.0

Amount is roughly $17k. Screenshots include the stuck withdrawal as well as the disabled tipping/rain functionality on shuffle.com.

https://imgur.com/a/x0CR57N

[Cointxz]

Maybe provide a bit more details. Amount we are talking about and some screenshots would help.

You can also post in their thread > https://bitcointalk.org/index.php?topic=5465575.0

Amount is roughly $17k. Screenshots include the stuck withdrawal as well as the disabled tipping/rain functionality on shuffle.com.

https://imgur.com/a/x0CR57N

Can you send screenshots of your conversation with the support? Shuffle is responsive on concerns unless you spam them with harsh words both live chat and support then you will most likely being ban.

Your account is probably under investigation for 2 days which can take some time depending on their findings.

I’m curious what the support last message to you. Mentioning @ndumm here.

[AHOYBRAUSE]

Maybe provide a bit more details. Amount we are talking about and some screenshots would help.

You can also post in their thread > https://bitcointalk.org/index.php?topic=5465575.0

Amount is roughly $17k. Screenshots include the stuck withdrawal as well as the disabled tipping/rain functionality on shuffle.com.

https://imgur.com/a/x0CR57N

When withdrawals are suspended it always goes together with a suspension of the tipping feature, for obvious reasons. You say they don't respond, but I guess they might have said something in the beginning right? Mostly customer support stops responding when always the same question is asked and they have nothing "new" to say. 17k is a nice amount, guess they are doing some checks if everything is in order.
I have to agree though this is no way to treat a customer that is WAY down. In my opinion withdrawals should be instant (or close to that) up until a point where the player gets into profit, then I can agree for them to check whatever they want.
Can't really say that here, a 17k withdrawal of a gut that's in a hole of 250k is not what you really need to check intensively.

[Coyster]

I am creating this thread to document an ongoing withdrawal issue I am experiencing with Shuffle.com, in the hope that a forum representative or community manager can look into my account status.

@holydarkness can help mediate between the casino and yourself. And, the bitcointalk community can also call out the service representative to respond to issues like this. But that is the best we can do and obviously, the casino has to be willing to cooperate; if not you would have to move the case to ADR, hopefully it doesn't get to that.

That said, i agree that withdrawals should be instant, but 48 hours is not the longest time in the world, though it can be frustrating to have to wait that long. It is also poor customer service on their part to ignore your questions; if there is an ongoing investigation into your account, then let them say so.

[sexychan2]

To their defense, support agents have sticked to this:

“Hello "", please allow some time for our KYC compliance team to manually review the documents you have submitted. We are unable to provide an exact estimate for when this process will be completed however we will reach out to you once this has been completed or if we require any additional information”

2 days is not an exaggerated delay but I can’t imagine how a single Proof Of Address could be taking this long especially since my verify modal shows that I’m fully verified on all counts and not something like “in progress”.

I also assume that Shuffle is operating their KYC operations with the help of a third party so on what grounds are they doing this review? Why can they not give me a clear answer as to why this is happening when this has never happened before in all my 2+ years of being their customer?

Conveniently, there is no timeframe given out either. And on top of all that, I ended up being banned from their public chat after describing my situation (not sharing any personal information) and trying to gather some advice from more experienced users.

Making this post has allowed me to have some form of control in a seemingly uncontrollable situation. I just hope they do the right thing and this is all just a rare occurrence.

[holydarkness]

I am creating this thread to document an ongoing withdrawal issue I am experiencing with Shuffle.com, in the hope that a forum representative or community manager can look into my account status.

@holydarkness can help mediate between the casino and yourself. [...]

Thank you for the mention.


OP, if you want me to mediate, a prominent forum members and I are currently trying a new approach to raise our own ADR, you can click on my signature, it will redirect you straight to complaint page, we'll invite Shuffle to sit with us after you create the complaint and provide supporting evidence.

However, for this time being, I'd advise you to wait a little bit longer as it's most likely just undergoing investigation following big win or big withdrawal and [like AHOYBRAUSE said, several features are disabled during check for obvious reason. If you did nothing wrong and play fairly, I believe Shuffle will process your withdrawal soon after their check completed.

Otherwise, the link is on my sig.

[sexychan2]

I am creating this thread to document an ongoing withdrawal issue I am experiencing with Shuffle.com, in the hope that a forum representative or community manager can look into my account status.

@holydarkness can help mediate between the casino and yourself. [...]

Thank you for the mention.


OP, if you want me to mediate, a prominent forum members and I are currently trying a new approach to raise our own ADR, you can click on my signature, it will redirect you straight to complaint page, we'll invite Shuffle to sit with us after you create the complaint and provide supporting evidence.

However, for this time being, I'd advise you to wait a little bit longer as it's most likely just undergoing investigation following big win or big withdrawal and [like AHOYBRAUSE said, several features are disabled during check for obvious reason. If you did nothing wrong and play fairly, I believe Shuffle will process your withdrawal soon after their check completed.

Otherwise, the link is on my sig.

Sounds good. I will likely take you up on this offer if nothing else has changed in the following 2 days. Thanks for your interest.