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After completing KYC authentication, I requested a withdrawal of 140,000 yen, which is equivalent to my deposit amount, as well as 200,000 yen that I won using the rebate bonus, but my requests have not been processed at all.

I have contacted support multiple times, but they keep telling me that the compliance team is investigating, and I have not received any updates.

Could Casino Guru mediate for me?

KYC認証完了後、入金分と同等である14万円や、リベートボーナスで遊んで勝利した20万円を出金申請をしていますが全く受理されません。

サポートにも何度も問い合わせていますが毎回コンプライアンスチームによる調査中と言われ続報も無い状態が続いています。

カジノグルの方で仲裁に入ってもらってもいいですか？

Dear tongkouyufu01, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

yes.

There are two withdrawal requests, the first one is on 7/4

The second one is on August 15th

I am requesting a withdrawal.

I have contacted support multiple times and provided all the documentation they requested.

I have never been able to withdraw money from this casino.

はい。

出金申請は2つあり、1つ目は7/4

2つ目は8/15に

出金申請をしています。

何度もサポートに問い合わせをし、求められた書類も全て提出しています。

このカジノから出金できたことはありません。

Thank you for your reply, tongkouyufu01. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Your withdrawal request is under review.

I have sent you an email with my correspondence with the casino. Please confirm.

出金申請はレビュー中となっています。

カジノとのやりとりをメールで送りました。確認をお願いします

Thank you very much, tongkouyufu01, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello tongkouyufu01,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Shuffle Casino to join the conversation.

Dear Shuffle Casino,

Could you please clarify the reasons for the delay in processing the player's withdrawal?

This person has opened multiple Shuffle accounts to abuse our First Time Deposit offer.

This is in violation of our Terms of Service and we have therefore restricted this user's account.

Dear Shuffle Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused at michal.k@casino.guru

Thank you

I am talking about the balance you have after playing with your deposit and rebates.

This is not about the first bonus.

Why don't they even withdraw the amount that the casino returned to them?

私が話しているのは、入金分やリベートで遊んだ後に手に入れた残高についてです。

初回ボーナスの話ではありません。

カジノ側が返却した入金分すら出金しないのは何故でしょうか？

Hi Michal

I have just emailed you now. Let me know if you need anything else.

Thank you for the information and evidence provided, Shuffle Casino Team.

Dear tongkouyufu01,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with your account that claimed the same bonuses from the same or very similar IP addresses, identical or very similar gameplay patterns, and there are indications of crypto wallet connections which cannot be considered as just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as it was communicated to you by the casino team earlier.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru