What Happened
A player from Bangladesh says two Shuffle withdrawals of 0.275 ETH and 0.0349 ETH, about $757 together, were stuck after the casino turned down a liveness check. The player says the account was already fully verified, that support would not reset the check, kept asking about other accounts they do not have, and then cut them off from live chat. The balance came from sports and casino bets with deposited money, with no bonus, according to the player.
How It Developed
- 2026-08-31The mediator asked whether verification had been requested before, why the liveness check might have failed, whether a bonus was used, and whether anyone on the same connection also has an account.
- 2026-09-01The player said this was not the first check, that they do not know why it failed, denied having a second account and posted screenshots.
- 2026-09-08Going by the screenshots, the mediator asked what a cousin had to do with the account and why that person had tried to complete the verification, and asked for the emails exchanged with the casino.
- 2026-09-15No reply, so the deadline was extended by a week.
- 2026-09-22Closed because the player stopped responding. It can be reopened.
Abandoned
The player went silent when asked why a cousin had tried to complete the liveness check; about $757 in ETH stays pending.
What Helped
It stalled at the key question. The mediator spotted that a relative had apparently attempted the liveness check, and the player never explained it. If someone else has touched your verification, say so up front: a face check done by another person is the most likely reason it fails.