What Happened
A player says Shuffle flagged their $520 withdrawal and put the account under manual review. For an extra-detailed check, they sent ID, a live selfie check, proof of address and papers showing where their money came from. After that, they say, live chat was blocked and emails went unanswered. The player says they used only one account.
How It Developed
- Complaint opened. The player asked why the money was held and for the payout to go through.
- The mediator asked Shuffle for an update and warned that silence would close the case as unresolved.
- Shuffle said it acted under its rule of one account per person, and that it had sent its evidence to the mediator.
- The mediator found Shuffle followed its terms and closed the case. It pointed the player to a regulator or an outside dispute service (ADR).
Rejected
The case was marked resolved, but the mediator found Shuffle followed its one-account rule. Nothing shows the $520 was paid.
What Has (and Hasn't) Helped
Nothing worked for the player: Shuffle cited its one-account rule and sent its proof privately, and the mediator accepted it. If a casino says you broke a one-account rule, ask what links it found, like a shared device, address or payment method, so you can answer each one.