Topic: Shffle has locked my account and is not allowing me to withdraw the 0.12 ETH (Read 491 times)

As TravelMug nicely conveys, we are all here just trying to see the truth behind the story. None of us here is being benefited from your case, nor we are paid or incentivized at any degree by shuffle to support them. We are here simply to oversee a case.

Moving on to your case, from neutral perspective, I have to say that your reluctance to be open of your residency it is quite frown-inducing. And believe me when I say we are asking that not because we want to know about your private details, to be blunt, we probably couldn't care less about your residency.

It is asked because CasinoGuru's geolocator tag you as a US resident, and US is currently being a prohibited region from Shuffle. Combine that with the use of VPN... don't you agree if people think there is more to look for in this story?

And not that we are going to support them, everyone here looks for proofs and evidence and that's why @holydarkness is asking where you from?

So that we can clarify or at least you letting us know whether they are telling the truth that you are not a US resident, or you're from the States. Sorry to hear that you are leaving this community. Everyone want's to help you out and not siding with anyone here. It's that we are just firm and fair and we weight all proof. Best of luck to you though and hopefully if you will continue with your gambling, find a good casino that will suit your needs.

I may have misunderstood their intentions, thank you for clarifying. I'm sorry, I don't want to disclose too much information about KYC. If Shuffle requests it, I will provide my KYC documents (provided that I can successfully withdraw my funds after completion), but they haven't done so, so I don't think it's necessary to provide additional information here. Thank you for your understanding. It's extremely disappointing that Shuffle is adamant about not allowing me to withdraw, so I don't want to waste any more time here. Thank you, everyone.

They're not as outstanding as you think, their words may not be trustworthy, but still, many people support them.

They did not mentioned that they will continue to communicate with you, they said they've continued[ly] communicating with you regarding this, as in they've repetitively inform you about the matter.



Do you mind to inform us your residency, though? It's been asked and ignores numerous times.

In the complaint filed with CasinoGuru, they mentioned that they would continue to communicate with me, but it has been a week now and I have not received any response from them. I don't know what to do next; I just want to retrieve my funds because I urgently need this money. Thank you! Additionally, I want to emphasize that I have never provided any KYC documents to Shuffle, so they have no reason to claim that I provided fake KYC

CasinoGuru have rejected the complaint on the following grounds:

While there are several accusations here, such as your use of multiple accounts and providing questionable KYC documents, the main focus of this complaint appears to be centered on your use and/or abuse of sports betting facilities.

Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's findings and/or their explanation correctly and judge this case fairly. There are many multiple-account strategies used by players focusing on sports betting.

We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time. Consequently, this complaint will be rejected.

I am sorry I could not be of more help on this occasion.

They have made it clear they cannot evaluate the issue properly as it is out of their scope of expertise and not because of any other reason. The Shuffle casino representative was adamant the OP is based in a restricted area and had multiple accounts and also provided fake KYC therefore with CasinoGuru now stating they cannot do anything, what will the OP do next?

Their narrative has not changed, they are not changing their findings that multiple accounts are found to be related. They were just giving a more detailed information regarding the number, where 9 of them are proven beyond doubt and the others are still being investigated. The exact snippet of that statement is as below:

"we've confirmed 9 accounts beyond reasonable doubt, with 3-4 more suspected."

Talking about your defense that you're accessing through allowed region [though with the use of VPN], do you mind telling us your current residence? Because CG seems to place you as US resident.

The conduct of this platform is deeply troubling. They previously asserted that I had 15 accounts, yet in the complaint filed with CasinoGuru, they only mentioned 9 accounts and suspected the existence of another 3-4 accounts. This blatant inconsistency demonstrates significant issues of mismanagement and a lack of transparency. Accusing me of exploiting the sports betting market is entirely unfounded. Over the past year, my consecutive weeks of betting, accumulating $15,194.78, have been entirely normal behavior. Deeming this as market exploitation is unfounded. I have unequivocally stated that if my betting activities involve any cheating, I am willing to accept the corresponding penalties.

I focus on NBA games, and one reason I chose Shuffle is because their betting lines close relatively late. If I place bets on NBA games, I observe the situation and may supplement my bets when previous bets are likely to lose. This may entail the risk of losing both bets, but it is my betting strategy. Additionally, their claim that my KYC is invalid without conducting any verification is unreasonable. They seem apprehensive about my KYC verification passing, thus resorting to such unjustifiable actions.

When players entrust funds to a platform, it marks the beginning of a relationship built on trust. However, the platform's practice of having the authority to refuse player withdrawals for any reason undermines this trust and damages the interests of players. Such behavior not only erodes credibility but also harms the interests of players. Therefore, I must remind everyone here: steer clear of platforms that exhibit such behavior.

If it's true that the player is a resident of the United States, since the Casino Guru complaint says they are, it's the second TOS violation of OP. Almost all online casinos with Curacao licenses don't allow US citizens to play. I checked the TOS of Shuffle and their terms state the same thing. Together with the VPN usage, there is now perhaps two rule violations. My gut feeling is telling me that it's not looking good for the OP.

I see that your complaint on CasinoGuru is now available for public. Let's see their ruling for this issue, suppose they goes far and touched the multi-acc issue instead of just stopping at the VPN. I am sure Shuffle is more than happy to provide all the supporting evidence of their findings to the arbitrator.

https://casino.guru/shuffle-casino-player-disputes-account-lockout-due

I've already stated that I haven't registered so many accounts; there's no need for it. I haven't claimed any bonuses or promotional rewards either. There are issues with Shuffle's management itself. The fact remains that I can't withdraw the funds from my account.

You asked why you would register multiple accounts. One reason could be to claim the welcome bonuses on all of those accounts, plus any other benefits for new players. That's abuse. Did you claim welcome bonuses or other promotions? @ndumm did he/she?

By using a VPN, you already broke their T&Cs. That isn't enough proof that the other accounts connected to the same VPN IP belong to you, but if they identified the same device being used for all betting accounts, it's definitely the same person using all of them. That is, of course, if what they are saying is true. I don't think they will share anything more with the public so as not to give other abusers any tips.

Did you... Bother to read the thread before posting? What case does OP still have? What pressure should he apply to the casino? And why does the casino need to return the fund to OP?

One of what I do not like about casinos is the disapproval of two or more accounts, although they have their valid reasons, yet, they could hide under that pretence to lock your account. And guess what, this will be legal since it is written in their terms and conditions. However, what pains me is for them not to treat each case independently so that they might know if the person is truly guilty or not, but will rather generalise it since it will nonetheless be to their advantage since they will have money to seize to themselves.

This is not peculiar to your case, it is the general standard that casinos are using, which is why you have to be careful next time. Many casinos would tell you that they allow VPNs, but I tell you, this is a trap, and that is what I believe happened in your causes, you don't have to know the person because VPN IPs could be the same with different customers in different countries. So how do they differentiate when you use a VPN? Some are also victims of dynamic IPs in the same countries because such IPs can clash. But still, casinos do not also want to admit that even though they know there are possibilities.

Well, as it is, you still have a case, continue to mount pressure on them since they've not alleged with proof that the accounts have defrauded them. Your money can still be returned to you if they are fair enough. Good luck to you.

 

The allegation of same IP address can be due to the fact that you use VPN, thus shared same IP with other users who use the same service. Regarding your device fingerprints, betting pattern and fake ID, at the risk of sounding repetitive, you're free to try escalate this to an arbitrator. With the privacy they offered, Shuffle might consider to share evidences with them [note that they're not sharing the evidences here to protect your privacy, and not for their sake].

Nonetheless, I think escalating it to an arbitrator will be a waste of time as you still breached a clause in the ToS, where you agreed that, upon violation, they reserve the right to:

Anyway, I believe the Shuffle platform itself has some issues. The allegations regarding IP and device responsibility are made by them, but no evidence has been provided. Despite using a VPN, the device remains my own. Another issue concerns the betting pattern. What I want to convey is that my betting pattern is similar to many others. For instance, initially, I would place bets on size, and if I anticipate a potential loss on the size bet, I would supplement it with another handicap, perhaps slightly more than the size bet, provided I have sufficient capital. If my capital is limited, then generally, I would wait for the outcome. Lastly, regarding the authenticity of my identity, I only provided basic KYC1 information during registration. After my account was locked, Shuffle never requested identity verification but asserted that my identity is false. These are issues of their own making. The funds in the account are not substantial, but I also won these amounts over several days. If such a situation occurred to me, I believe it could also happen to others in the future. I also play on other platforms, and the ranking is relatively good. In the forum, I have played on a total of three platforms. One is MaverickGames, a good platform with the drawback of slow deposit processing. Each time I choose a handicap to place a bet, I have to wait for the update to complete before betting, with waiting times ranging from several tens of seconds to a few minutes. The advantage is quick withdrawals. Another is MEGA PARI, which, overall, is a diversified platform that I like. Perhaps, during registration, using a VPN resulted in the defaulting of the VPN region's phone, making it impossible to modify. Finally, during withdrawal, KYC was requested, and after a lengthy KYC process, I successfully withdrew the funds from my account. Then came Shuffle. I have no reason and no need to register so many accounts. If 15 accounts were given to me, I wouldn't even know how to use these 15 accounts, let alone go through the registration process.

I suppose even if there were other compelling factors that could prove beyond doubt or conclusively that the other 14 accounts were not associated with the OP, he himself has admitted/acknowledged using a VPN. If that is something Shuffle are willing to cite as one of the reasons to take action against the OP he cannot really complain about that.

Since the amount is tiny but Shuffle still made an example of the OP, it seems clear this is about matters of principle on their part. If their terms of service have been broken they do have a right to take action against anybody trying to manipulate the system. I doubt CasinoGuru will help but if he did pursue it, it would  be interesting to see how their arbitration concludes the matter.

I want to believe that if their system had not discovered it they wouldn't have denied you access to your account, this only shows that you're exposing yourself too much on this that could look suspicious on you, this platforms cannot afford people stealing from them by hacking, cloning and alot of these indiscriminate social activities, avoid using of VPN when on their site, don't clone or make any attempt that may look suspicious on you.

Even if we suppose you only have one account and the other 14 are not yours, there is still a term being breached: using VPN. And I somewhat doubt that their findings of those connected accounts are baseless and wrong, they tied the IP with device fingerprints, I think they're quite thorough with the investigation.

You can try to escalate this to CasinoGuru or other mediator where Shuffle can share their findings in private, thus validating it, but that'll be just a waste of time if their claim is true and you tried to cheat them, CG's representative can and will verify those findings and ruled in favor of the casino.

Breach of ToS in general.

I use a VPN, but my family has never used Shuffle with me; I am the only one using it. How can I prove that I have only one account? What do you think I can do with 15 accounts? 15 accounts? That's a terrifying number. Without any form of identity verification, it's claimed that I have 15 accounts? How do you expect me to prove my innocence? I haven't even had the chance for identity verification, yet I'm accused of having 15 accounts? Anyone receiving such a notification would feel helpless. What exactly did I deceive them about?

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Hello, I only use a phone and a computer. Whether the IPs are the same, I might not be able to know because I use a VPN. Then, the same betting pattern; what do you mean by "same"? If my betting is similar to another player, is that not allowed? If you believe I am cheating in my betting, please state it directly instead of accusing me with such a baseless excuse. Also, you're suggesting that the identity I registered is not genuine? Why are you claiming my identity is not real without even verifying it? I believe there are many shortcomings in how you handle these issues.

Based on the evidence presented, though limited, you are a cheat, and you haven't even bothered to show us why you think you are innocent except demand for what is left in the account. I believe they shouldn't let you withdraw any funds.
You have already abused the casino with multiple accounts, so they are right to block the accounts plus the funds in it. Stop cheating.

Overall, you are in profit. They haven't confiscated your deposits. According to their reply in this thread, you have used the same device and IP, which is a strong evidence to detect multiple accounts. They aren't going to share any sensitive evidences publicly here. If you still think that their decision was wrong, then reach to a mediator where they will share the evidences.

Device fingerprints are also a good indicator for detection. Using VPN or dynamic IP might explain --or excuse-- someone from accessing through same IP address, but it's very highly unlikely for different people to happen to share same IP that also share device details.

OP, you have anything to say about this explanation from ndumm?

Nice to see you here and explain the actual conditions that occurred. Of course the casino must have gambling activity data for each user, maybe if there is only the same IP, this can happen if we use a public IP when gambling, but when there are similar betting patterns, the casino will consider it suspicious.

I don't know what really happened and if @theresa888 did do that, maybe it's better to just admit it. I also play at shuffle and I have never had any problems and the most impressive thing about shuffle is the speed in deposits and withdrawals.

Hey Theresa (or Preston, or any number of the other usernames you use) - I have no intention of doxxing you and your accounts here, so I'm limited in how much I'll share publicly, but so far we have identified an exorbitantly high number of accounts who:

- use the same device and IP
- bet the same markets with the same betting patterns
- KYC with information that is quite obviously not the real account owner's

As per our Terms of Service:

3.4. You are permitted to have only one Shuffle Account. If you attempt to open more than one Shuffle Account, any and all such accounts may be blocked, suspended or closed, and any sums credited to those accounts will be frozen and may be deducted.

As we have mentioned via support previously; if you continue to open accounts, we will continue to close them. We would not do this unless we had evidence beyond a reasonable doubt that these accounts are owned by the same person and are circumventing our Terms of Service. Please stop wasting support and the community's time, you've been warned multiple times.

Since Little Mouse sent a PM to Shuffle's representative on this forum, wait for his reply and you will know the details of what actually happened. And if you break their rules by creating multiple accounts, chances of getting your account back are low. They are accusing you of having 15 accounts on their site, this is a serious allegation. They may have some kind of evidence for this allegation. However, let's see if their rep share any information about this.

You still haven't responded to one of the most pressing question which could help use zero down to what could have been the cause of you getting linked to multiple accounts, that is if you are genuinely innocent.

Did you use a VPN service to register and play on Shuffle.com?
Do you have any family members registered to the same site and using the same internet as you.

Hello, I want to clarify that I only have one account, and I am willing to undergo any authentication verification. Here are my recent deposit and withdrawal records.

ETH deposit of 0.04276084 on January 24th       https://imgur.com/a/a7hz2O4

ETH deposit of 0.0777 on January 26th              https://imgur.com/a/KYUulJ9
ETH deposit of 0.1428822 on January 26th         https://imgur.com/a/m6VPjiZ
ETH deposit of 0.17731758 on January 26th       https://imgur.com/a/prjLCUg
ETH withdrawal of 0.31484588 on January 26th  https://imgur.com/a/xl9E6CL

ETH deposit of 0.10049401 on January 29th       https://imgur.com/a/70QZJyz
ETH deposit of 0.13039841 on January 29th       https://imgur.com/a/hDo3UsC
ETH deposit of 0.12496277 on January 29th       https://imgur.com/a/TnTkBig
ETH withdrawal of 0.3519564 on January 29th    https://imgur.com/a/titYQIT

ETH withdrawal of 0.21629666 on January 30th  https://imgur.com/a/5141R9K

I have sent a PM to the forum rep. Let's see what he says.
If you have all these 15 accounts, please stop wastinmg other people's valuable time.

I have only cropped and updated the image above where they said you have multiple accounts. Creating 15 accounts on a casino isn't a normal thing. Most probably they have strong evidences about their claim. Otherwise, they wouldn't say it was your 15th account. According to the terms, they have the right to deduct the funds from a multiple account user.


How much have you deposited and withdrawn from Shuffle.com? The casino team will not share the sensitive details here. You may reach to a mediator and ask them to provide the evidences there.

For privacy reason don’t you think it would have been better if you had blurred out your email address?

Since it’s now know that your email is connected to shuffle.com they might decide to send you a phishing email and there’s a possibility of you falling for it – so just edit the images, blur out the emails -> reupload them and then update the new links here.

Hello, I am currently unable to log in to my account and cannot confirm the account balance, which is approximately around 0.12 ETH. The following are the details I received from Shuffle via email.
https://imgur.com/a/SotMwbD

This is the first time I've seen Shuffle complaints but you wrote Shffle so I'm assuming it's Shuffle as @holydarkness pointed out.
I'm a Shuffle player so far haven't had any issues and everything is running normally, but I don't know as you allege with having 15 accounts maybe the casino will review.
Shuffle representative and last active @ndumm yesterday so maybe they can clarify or can also ask Little Mouse for help to get to his team.

You mean shuffle-com? The one with this ANN thread? Just to be sure, you're accessing through your personal device and internet, not from any PC on internet cafe and the likes, and you never access the site with VPN?

I'll try to notify their representative. Meanwhile, you better edit the opening post with the recommended format and attach some backing evidence.

My username is Theresa. I registered and played for a while starting from last year, then took a break for some time. Recently, I resumed playing and after a few days, I won approximately 0.13 ETH overall. Withdrawals have been normal, but today I discovered that my account has been locked, and I cannot log in. There is still 0.12 ETH in my account. When I emailed them, they replied that I had registered 15 accounts and refused to allow me to claim the remaining 0.12 ETH. What does it mean to have 15 accounts? What I want to emphasize is that I only have one account and I request them to conduct a review. It's really disgusting that they claim I have 15 accounts. I haven't played on more than 6 online gambling platforms in total.