What Happened
A player says they built a Shuffle balance of about €1,400 and asked to cash it all out. The casino paid about €1,000 and kept the other €400. According to the player, support said the terms had been broken but named no rule and showed no proof.
How It Developed
- Complaint opened. The player argued that paying out €1,000 showed the account and deposit were in order, and asked for proof of a breach or the €400.
- The mediator asked the casino for a full explanation and evidence for its claims against the player, sent by email.
- The casino said it had emailed its evidence and offered more if needed.
- The player said nothing was settled: the €400 had not come back, and they had seen no proof of the multi-account breach they were accused of.
- The mediator found the casino had followed its terms and closed the case, pointing the player to a regulator or an ADR body.
Rejected
The case was marked resolved, but the mediator found the casino followed its terms. The player got about €1,000; the €400 stayed with the casino.
What Has (and Hasn't) Helped
Nothing got the €400 back. The casino's evidence went to the mediator in private, and the mediator accepted it. If a casino pays only part of a balance, ask it in writing which rule it used and how it worked out the amount it kept.