Shuffle Casino - Player was able to create a second account despite self-exclusion.

Dear Casino Guru Mediator,

I would like to update my complaint regarding Shuffle.

I was previously excluded due to gambling addiction under my first account palok778. On 30/03/2026, Shuffle confirmed that the restriction would remain in place under their Responsible Gaming policies.

However, after that, I received promotional emails from Shuffle, including a promotional message on 07/06/2026, which affected me and encouraged me to return.

On 25/06/2026, I opened a new account under the username User54785. During registration, I entered the same complete personal information as my first excluded account, including my full name, personal details, country, and other account information linked to my identity.

Despite using the same personal information, Shuffle’s system did not detect or block me. I was allowed to deposit and lose approximately $2,300.

The account was only restricted after I contacted live support and informed them that I was already excluded due to gambling addiction. After that, the account was placed in withdrawal-only mode.

I believe this is a serious Responsible Gambling failure: the casino sent promotional material to an excluded player, allowed a new account with the same personal details, and allowed deposits and gambling.

Shuffle has not replied to me for 4 days. I kindly ask Casino Guru to help review this case and ask Shuffle to refund the deposits made after their self-exclusion system failed.

I have evidence of the previous exclusion, promotional emails, the new account, the information entered during registration, deposits, and losses.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original self-exclusion request that you sent to the casino from your first account, along with the casino's responses and all the subsequent communication confirming your self-exclusion? My email address is veronika.f@casino.guru.
• Was your original account fully verified?
• Also, kindly forward me all the additional evidence you have that could be relevant to the investigation of your case.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello ms Veronika

thank you for reply

i will send you via email

thank you so much

Thank you for your email.

However, the message you sent me contains the same screenshots that you already uploaded with your complaint. Please note that in order for us to continue with the investigation, we need the additional information I requested from you.

Specifically, I need:

• The full, uncropped, original email threads from your first account regarding your request for self-exclusion, as well as the casino's confirmation that your account was closed.
• Also, could you please clarify whether the screenshots showing your personal information relate to only one account or to both of your accounts? Could you please record a video showing the personal information filled in on each of your accounts?

Hello

I sent you e-mail

thanks

Thank you for your email.

Please note that the files you have shared with me so far do not show that you requested to be self-excluded due to gambling addiction. If you are unable to provide the evidence necessary for us to continue the investigation, I will unfortunately have to reject your complaint due to insufficient evidence.

Please also note that we do not handle complaints related to affiliate issues or third-party marketing that may have influenced your decision to play at the casino. Our role is to determine whether you informed the casino about your gambling problem and requested self-exclusion before making any further deposits and incurring additional losses. Messages sent after your account was closed or after the funds had already been lost are not sufficient for us to intervene. Thank you for your understanding.