What Happened
A player from Morocco says their Shuffle withdrawal stayed under review even after they passed every check asked of them: ID, proof of address, a liveness check and proof of funds. Four emails to support went unanswered for more than five days. The amount is not shown.
How It Developed
- Complaint opened. AskGamblers support had told the player to file a formal complaint.
- The casino said it had sent one more verification request by email and called it the final step before its decision.
- The player said they had completed that request too and were waiting for an answer.
- The casino then said its checks linked the account to other accounts, against its rule of one account per person, so the account stays restricted. It sent its evidence to the mediator privately.
- 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 accepted the casino's one-account finding. The account stays restricted, and the page shows no payout.
What Has (and Hasn't) Helped
Nothing worked for the player. Passing every check did not help once the casino said the account was linked to others, and its evidence stayed private. If you face the same claim, ask in writing which accounts it means and what links them, and answer each point.