I don't know if this is a made-up story? It sounds like nonsense... especially when no evidence is shown.
You lost your mobile means you are responsible, don't blame the casino.
And was your shuffle account KYC before the mobile was stolen? If not then the casino can't do it for fear that you will be considered a fraudster.
This is the first time I've seen a case that is different from the others.

Regardless of what the story is about, as long as he covid19shuffle could convey a possible reality story it means this should be given a special attention, because I'm the case of account hack at least when an individual complain through the registered email it should be given close attention of genuine possibilities, and at that the team can go further to ask for more verification is possible ask the customer to provide the selfie with the document used for verifying the account to prove it authentication.
It's hard to believe... if there's no evidence and all you can do is support, whatever the decision is then support can know the truth.
Here can't help much if the story is like this.
Because it is rare to hack a casino account unless it is your own negligence.
He sold the account. I know the person he sold it to and he tried to get it back the day the token launched which locked the account.
Hmmm is that so?
Maybe he won't come back here again after the above post. Lol