What Happened
A player from Nigeria says Shuffle asked for identity verification when they tried to withdraw 55 USDC, rejected the pictures they sent as unclear, and then suspended the account. The player had used a school ID card. Shuffle said its review tied the account to several other accounts, which its one-account rule forbids, and sent its evidence to the mediator by email. The mediator agreed the casino had reasonable grounds.
How It Developed
- 2026-06-12Complaint opened on the day of the withdrawal.
- 2026-06-15The mediator explained why casinos insist on KYC and asked which documents had been sent. The player said a school ID, sent a few days earlier.
- 2026-06-16Shuffle said the account was linked to multiple accounts, would stay restricted, and that supporting evidence had gone to the mediator. The player asked for the pending withdrawal to be paid regardless.
- 2026-06-22The mediator asked the casino for proof of the link; Shuffle confirmed it had been emailed.
- 2026-06-29The mediator closed the case, finding the casino had a valid reason under its terms, and pointed the player to the Curaçao licensing authority.
Rejected
The mediator accepted Shuffle's evidence of linked accounts; the 55 USDC was not released.
What Has (and Hasn't) Helped
Nothing, for the player. The claim turned on account-link evidence the mediator saw and the player did not contest in detail. A school ID is also a weak identity document at most casinos; a passport or national ID avoids the first rejection.