What Happened
A player from Finland says a $600 withdrawal from Shuffle went into review on the day they requested it, with no reason or timeline given. The player says they had passed KYC. Weeks later they reported the account had been locked completely after the KYC, and they feared the documents were being misused. The mediator asked for details twice, and the player did not reply either time.
How It Developed
- 2026-07-08Complaint opened. The mediator asked the player to wait 14 days, which is normal for payouts.
- 2026-07-12The player said it had been five days, KYC was done, and they had been allowed to play for less than a day.
- 2026-07-31After a reminder went unanswered, the complaint was closed for no response.
- 2026-08-11It was reopened at the player's request: the money had not come, and the account was now blocked. The mediator asked how long the player had been a customer, when the block happened, what games were played and for the casino's messages.
- 2026-08-25No answer after another extension, so the complaint was closed again. It can be reopened.
Abandoned
The player stopped responding twice; the $600 payout and the later block were never put to Shuffle.
What Helped
Nothing got tested — the player went quiet twice before sending the casino's messages. If a payout review turns into a block, send the mediator the block notice and your account history straight away; that is what the next step depends on.