What Happened
A player says a €620 withdrawal sat in a manual KYC review at Shuffle for several days, even though they had completed the ID, address and face checks. The player says the account was also put in withdrawal-only mode, with no reason or timeframe given. The player asked the mediator to get an explanation and, if nothing else was needed, the payout.
How It Developed
- Complaint opened. The player said several contacts with support brought no real update.
- Shuffle replied that it had reviewed the account and processed all pending withdrawals. It did not explain the delay or the restriction.
- The mediator asked the player to confirm whether the problem was solved, warning that no answer would close the case as resolved.
- The player did not reply, and the case was closed as resolved.
Resolved
Shuffle says all pending withdrawals were processed. The player never confirmed receipt; the case closed after they stopped replying.
What Helped
Filing the complaint was followed quickly by Shuffle saying the payout had gone out. When a casino says it has paid, check your wallet or bank and confirm on the complaint either way, or it may be closed as resolved without your input.