What Happened
A player from Malaysia says they deposited 2,000 USDT at Shuffle on 4 February 2026, won on one quick roulette bet and asked to withdraw three minutes later. According to the player, the casino wrote back just three times: finish verification, compliance is checking, and a warning that too many messages could slow things down. The complaint is for $3,550, and the payout never came.
How It Developed
- 2026-02-04The player deposited, played one roulette round and requested a withdrawal minutes later.
- Complaint opened. The player said live chat and repeated emails brought only automatic replies.
- The mediator asked Shuffle for an update, and the player said there was still no answer.
- Shuffle said a compliance and risk check found the account broke its terms, so it closed it. It said the remaining balance was held under an ongoing regulatory review and that it could not say more in public.
- The mediator said Shuffle refused to give reasons or evidence, citing privacy. It closed the case as unresolved and told the player to go to the regulator or an ADR body.
Unresolved
Shuffle closed the account and held the balance, citing a terms breach and a regulatory review, but gave the mediator no evidence.
What Has (and Hasn't) Helped
The mediator could not get the casino to share its evidence. The casino itself pointed to its licensing regulator, so that is the next step: send it the deposit and withdrawal records with their times, and every email from the casino.