It's laughable that some people in BitcoinTalk actually believe that a reputable service such as Shuffle is deliberately trying to take coins from their own users. They actually would believe that a random person, with a brand new account, and with an unknown identity to be the honest one in the issue.
There's always the possibility of a false-positive, but the service is NOT deliberately taking your coins.
No platform is perfect and issues might occur sometimes and users have rights to complain or make their appeals. It's challenge for a business team but also contains opportunity for them to show off their professionality by handling those things appropriately and smoothly for users.
Not all reports and complaints are valid and there are false cases that won't harm the business reputation at all.
Shuffle have been in this forum as well as gambling industry for a long time and their reputation is good, though I never assume that they do all things right and without any mistake. Anyway, I strongly believe that if there was mistake made, they are professional enough to handle it properly for users.