What Happened
A player from Canada says a C$227.42 withdrawal requested from Shuffle on 2 April 2026 was still marked as in review two months later, and that another €687.44 sat in the account. According to the player, the verification page only told them to contact support, and support only said a compliance team would email them, which never happened. Shuffle later told the mediator that no withdrawals were pending and all had gone through.
How It Developed
- 2026-06-05Complaint opened. The mediator asked about earlier withdrawals, bonus use and a screenshot of the verification page.
- 2026-06-08The player said they had never withdrawn from Shuffle before, used no bonus, and attached the verification page and a chat where support promised an email from compliance.
- 2026-06-17The case moved to a resolver, who invited Shuffle. Within minutes the casino replied that every withdrawal request had been processed and nothing was pending.
- 2026-06-28After a reminder, the player confirmed that all withdrawals had arrived.
- 2026-06-29The mediator marked the complaint resolved.
Resolved
Shuffle told the resolver all withdrawals had been processed, and the player confirmed receiving the money.
What Helped
Getting the complaint in front of the casino. Two months of support chats went nowhere, but within minutes of a resolver inviting it, Shuffle said every withdrawal had been processed, and the player later confirmed the money arrived. Keep a screenshot of the stuck status and of the chat promise; that was all the mediator needed.