These users were betting a fixed match, which naturally we do not tolerate whatsoever.

Now they've taken the immature action of slandering Shuffle across forums.

This isn’t because of anything Shuffle has done—it’s the result of retaliation from sports scammers we’ve been cracking down on.

These are people who’ve been trying to exploit Shuffle’s sportsbook. We’ve taken firm action against them, and instead of accepting it, they’ve started to lash out by flagging us across forums like the Bitcoin Forum and Trustpilot. We understand this comes with the territory, but expected when we’ve taken a harder line after a long period of showing leniency.

It is of course frustrating for us to see as it is damaging to Shuffle’s image. We've been putting in a lot of work to cut down the ways that sports scammers can abuse our sports book, and while they’ve been getting louder, we’re taking a hard line to ensure there’s no incentive to abuse Shuffle.

At the end of the day, nothing changes for our genuine players and our community.

Shuffle’s focus is and always will be on running a fair, transparent casino and sportsbook that people can actually trust. That’s what matters, and that’s what we’ll keep pushing for.

Your bets were under review by our Sports Integrity team.

I've let them know this has been waiting a little while and asked them to escalate this.

Will report back.

Your betting activity is under investigation for suspected arbitrage (“arbing”)—placing offsetting bets across different platforms to exploit differences in market odds. This is considered misuse of our platform, and we reserve the right to investigate the matter fully.

As I've responded to you multiple times, you are a card counter and we reserve our right to ban your account, consistent with our Terms of Service.

Can you provide a bit more info on the bets you've been placing? I also need your username to look further into this.

Hey there, my name is Tim and I lead the Shuffle Customer Support team. I can see you haven't responded to our team's questions asking for things like the TX hash so there wasn't much we could follow up here.

LM reached out with the TX ID and I can see you made a large deposit and it was credited to your Shuffle account correctly. I can also see you wagered the funds and lost this on sports betting.

If there's anything else I can do to assist, please let me know.

Due to some reports from our provider, we're still awaiting for you to complete your verification on the verify page.

We apologise in the delay in processing the withdrawal. We were awaiting for level 4 verification to be completed but recognising the length of time you have waited, we have processed the withdrawal and consider this matter closed.

It's quite obvious that this user's KYC does not belong to this person.

Also note we have matched the exact same IP address used across accounts. We have also tracked this user on-chain, interacting multiple Shuffle account wallets.

https://metasleuth.io/result/bsc/0xBa30fa259F4B226AF84Cc86b273556D08f6Ee1E0?source=26066313-9718-4395-abf8-cd13ef280ee2

I understand it is not ideal to not show proof but please understand we don't post this kind of information publicly as it just encourages scammers to become more sophisticated and subvert our detection systems. We do work with platforms like Casinoguru as mediators to get to the bottom of such matters. But the recent case was pretty cut and dry that he was abusing our platform. We take the transparency and integrity of Shuffle extremely seriously and we wouldn't put our reputation at stake over a few thousand dollars. We only take action on scammers accounts where we're 100% certain that abuse is taking place.

We have identified this user as a multi-accounter through the use of multiple verification methodologies. Initially, one of their accounts was limited on the advice of our provider. Subsequently, the account “Jadens” was created in an attempt to circumvent these limits and continued to engage in abusive sports betting activity (this is unrelated to casino play). This is a clear violation of Shuffle's Terms of Service.

Additionally, the user submitted multiple KYC documents across these accounts, none of which were issued by the country they claimed to be residing in. As a result, we are not permitting the player to continue using our platform. We have allowed them to withdraw their initial deposit, but we will not be honouring winnings that were gained through abusive behaviour.

Hey guys - Tim from Shuffle here.

We do provide a lossback-type bonus to all players but its called 'Recent Play Bonus', you get it each time you level up (Silver, Gold, Platinum, Jade etc.). This bonus is based on any losses you may have incurred in that previous level (when you reach Gold, we'll run your stats while you were Silver and give you a bonus based on that). There is also a base amount we give players, so even if you're in profit, you will still get this bonus, albeit smaller.

Otherwise, losses are strongly factored into the Weekly Bonus (every Thursday at 11 am UTC) and the Monthly Bonus (every Friday at 12 am UTC).

The above is standard for all players. If you are signed up under an affiliates' code or have a VIP post, your bonus structure might be a little different.

Any other questions, let me know!

That is not true. As with all operators, we have to take steps to protect ourselves from people who try and scam us.

If you are not scamming, your withdrawal will be instant.

Noted. I’ll pass that on to our Product Managers. If I recall correctly, when they built the feature, the concern was around the resource load from potentially thousands of users spamming the "request stats" button.

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And just a quick note on withdrawals, since I can see it’s been a point of discussion:

We only hold withdrawals in cases where we are extremely confident there is scamming or abusive behaviour. Simply having multiple accounts is not inherently abusive. If you speak to us via Customer Support and let us know that you've created more than one account, we’ll close the extras and allow you to withdraw. The issue arises when multiple accounts are used to exploit promotions or hide activity.

TL;DR: We will never withhold a player’s access to their funds or account unless they are scamming/abusing.

Please create a dispute thread or just contact us at support@shuffle.com.






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Hey faichin - this withdrawal has been approved. Your sports betting was flagged by our provider and we had to investigate. I'm glad we could get this sorted for you in 24 hours. Thanks for your patience.

Can you provide your Shuffle username and I'll look into it.

We typically only delay withdrawals if there are integrity concerns with your account, flagged by our provider. This is standard for the industry. 99.9% of transactions are processed instantly.

It was an April fools joke. We have no intention of setting up a streaming platform.

I'm from Shuffle and I can't find an account with your username.

We only hold / review withdrawals when we have a strong case to believe you were engaging in abusive gameplay. Withdrawals for genuine players are near-instant.

Hope this info helps.