Hey, thanks for jumping in.
My account really was blocked/closed for a good 2 weeks with no log in possible and before that it was open but withdrawal button disabled for 9 months......now I just tried to log in and it's open again. I believe you changed this just now, thanks for that. And I see my 111mbtc balance was still in there and I was finally able to withdraw it this time indeed. Am not sure what you mean by "can withdraw funds at any time, as mentioned to him previously" cause I truly was not told this at any moment.
I'm glad it is now finally solved after 9 long months. For a moment, when it took so long and after 8+ months my withdrawal button was still disabled, I was beginning to think you would not deliver on your promise to let me withdraw deposit+small casino winnings. Looks like my apology in public on here finally was the missing piece, but I do have to say your support (the member called Sarah) could have been a bit more helpful in telling me what you still needed. She kept answering only sporadically and only in very general terms like "improve your behaviour" which left me clueless. Anyway, glad it was solved and I can confirm after all that Shuffle do keep their word.
I guess the long wait was my payback, which is only fair. For sure I will never make a mistake to open a 2nd account anywhere.
A very unpleasant and painful topic is the real practical training of support staff at many casinos. What you wrote about this employee happens so often that all players have already gotten used to it. And now it has gotten to the point that if, when you contact support, you are immediately given some really valuable advice the first time, and even more so if they immediately solve your problem, then this now seems like fantastic luck. I understand that support services probably just do not have qualified employees who would really quickly and efficiently solve customer problems. That is why there are such expectations, like those written above, of 8-9 months. In general, it would be better for casino managers to either fire such support staff or seriously fine them for such a long-term solution to a customer's problem. Even a complex problem.