What Happened
A player from Canada says they turned about C$2,000 into more than C$20,000 at Shuffle's baccarat tables, then watched every larger Bitcoin withdrawal sit in review for a month while two tiny ones went through. Emails went unanswered, they say, and the chat bot only pointed back to email. Shuffle said its investigation found the account linked to other accounts and restricted it under its one-account rule. The player admitted opening a second account, but only, they say, as a last resort to reach a human after weeks of silence.
How It Developed
- 2026-05-24Complaint opened with screenshots; the next day the player pointed out two small Bitcoin payouts confirmed and six bigger ones stuck.
- 2026-06-10The player confirmed no bonus was used and that the same Bitcoin address had worked for the earlier payouts within minutes.
- 2026-06-13Shuffle replied that the account was tied to more than one account, quoted its rule allowing it to freeze such balances, and sent its evidence to Casino.guru privately.
- 2026-06-13The player said the second account was created only to get support's attention after a month of no replies and a payout still pending.
- 2026-06-25After reviewing the casino's evidence, the mediator rejected the complaint for a breach of the one-account rule.
Rejected
The player admitted making a second account to reach support, and the mediator accepted Shuffle's multi-account finding; the balance stays frozen.
What Has (and Hasn't) Helped
Opening a second account to get noticed backfired: it handed Shuffle a rule breach that the mediator accepted, whatever the reason behind it. If support ignores you, file the complaint instead of registering again, and keep the first account as the only one in your name.