What Happened
A player says they placed several bets at Shuffle and asked to withdraw 1,000 USDT. The casino then asked for ID documents and, about two weeks later, a face scan, and the player says they did both at once. After that, according to the player, communication stopped and emails went unanswered.
How It Developed
- For about two weeks live chat said the documents were in manual review, with no timeframe. Then the face scan was requested.
- Complaint opened after the casino went silent.
- Shuffle said its data provider raised serious doubts about whether one match was fair, so it voided the bet. It pointed to terms that let it hold or void bets and delay payouts when it suspects manipulation.
- The mediator asked the player whether the issue was solved. The player said a bookmaker must show clear evidence, and asked the mediator not to close the case without it.
- The mediator asked Shuffle for a full explanation, evidence and the exact terms broken, warning that silence would close the case unresolved.
Unresolved
Shuffle says it voided a bet over match-integrity concerns; the mediator asked for its evidence, and none is shown. No payout of the 1,000 USDT appears.
What Has (and Hasn't) Helped
The player pushed for evidence instead of accepting the void, and the mediator backed that request. If a bet is voided over match integrity, ask in writing for the data provider's finding and the exact term used.