What Happened
A player from Canada says they told Shuffle's live chat on 16 June that they had a gambling addiction and needed the account closed permanently and urgently. According to the player, the agent asked for confirmation, the chat was cut off, the account stayed open, and they made more than ten further deposits before it was finally restricted, losing around C$2,000. Shuffle said its agent answered within half a minute and asked the player to pick an exclusion length, as its rules require, and that the player never completed that step.
How It Developed
- 2026-06-18Complaint opened asking for C$1,000 back. The mediator asked whether the account was still open and what the casino had said about a refund.
- 2026-06-19The player sent chat screenshots and emails and said the account was blocked from play only after repeated follow-up emails.
- 2026-07-07The case went to a resolver, who invited Shuffle to respond and share its evidence.
- 2026-07-13Shuffle replied that support reacted within thirty seconds, offered the exclusion options, and that a self-exclusion tool is also available on the site. The mediator compared both chat logs and found the player had dropped out of the procedure.
- 2026-07-14At the mediator's request the casino confirmed a permanent exclusion and an end to marketing emails.
- 2026-07-15The player argued the addiction disclosure alone should have triggered a block; the mediator disagreed and rejected the refund claim.
Rejected
The mediator found the player left the chat before finishing the self-exclusion steps, so no refund was due; the account is now permanently excluded.
What Has (and Hasn't) Helped
The complaint did get the account permanently excluded and marketing stopped, but not the money. Both chat logs showed the same thing: the agent asked a few confirmation questions and the player left before answering, so the exclusion was never applied. If you ask to be excluded, stay in the chat until the agent confirms it is done, or use the self-exclusion tool in your account settings, which the casino says works instantly.