What Happened
A player says a €6,000 Shuffle withdrawal sat in review for more than a week. After they asked for it, the casino wanted KYC, which was approved, and then a liveness check (a live face scan), which they passed. After that, the player says, chat and email brought only generic answers or none.
How It Developed
- Complaint opened. The player said every check the casino asked for was done, yet the payout had not moved.
- The casino replied that it had reviewed the account and every withdrawal had already gone through.
- The mediator asked the player to confirm whether the problem was solved.
- The player confirmed all the withdrawals had been processed, and the mediator closed the case as resolved.
Resolved
The casino said every withdrawal was processed, and the player confirmed it.
What Helped
The payout went through soon after the complaint was filed and the casino reviewed the account. Finish each check quickly, then list in the complaint every check you have passed, so the delay can't be blamed on missing documents.