Shuffle: Self-Exclusion Failures

3 cases on file about self-exclusion. In one, a player told live chat they had a gambling addiction and wanted the account closed, then made more than ten deposits.

Shuffle said its agent asked the player to choose an exclusion length and the player left the chat first; the mediator agreed, so no refund was due, though the account is now closed for good.

In another, a self-excluded player opened a second account with the same details and lost about $2,300; the only written mention of addiction came after the losses.

In the third, Shuffle promised to return 0.95 SOL sent to a self-excluded account, and the player stopped replying before saying whether it came back.

• Use the self-exclusion tool in your account settings, which Shuffle says works instantly, or stay in the chat until the agent confirms it's done.
• Tell the casino about a gambling problem in writing before you play again, and keep the message.
• Send the mediator any written promise to return a deposit — it's the main evidence.
• Get help from a support service such as BeGambleAware if gambling has stopped being fun.