What Happened
A player from Spain says Shuffle had already barred them for a gambling addiction, then kept emailing promotions. In June 2026, they say, they opened a second account with the same personal details, which the casino did not catch, and lost around $2,300 before support restricted it. They asked Casino.guru to make Shuffle refund those deposits. The listing shows $23,000; the player also writes of losing over $17,000 on the site overall.
How It Developed
- 2026-06-29Complaint opened, with screenshots of the earlier exclusion, the promo emails and the new account.
- 2026-06-30The mediator asked for the original self-exclusion request from the first account, the casino's replies, and whether that account was verified.
- 2026-07-09The player's email turned out to hold the same screenshots as the complaint; the mediator asked again for the full email threads and a video of the details on both accounts.
- 2026-07-17The mediator warned that nothing sent so far showed an exclusion request for addiction, and that marketing pressure is outside its remit; what matters is whether the casino was told before the new deposits.
- 2026-08-05The player sent correspondence showing Shuffle had applied a permanent responsible-gaming restriction and described heavy losses and loans.
- 2026-08-12Rejected: the only mentions of addiction came after the money was lost, and nothing showed the casino had been told earlier.
Rejected
The mediator found no proof that Shuffle knew about the addiction before the losses, so it did not ask for a refund.
What Has (and Hasn't) Helped
What sank the case was timing: the only written mention of addiction came after the deposits were gone. Tell the casino about the problem in writing before you play again, and keep that message. Without it, a mediator cannot push for a refund.