Shuffle casino

[Justice514514]

I had two accounts on Shuffle due to an honest mistake. My original account, Account A, was created with an old email address that I no longer actively used. Later, I created Account B on October 31, 2025, with my current email. On November 1, 2025, I attempted to log in using my current email but accidentally entered the wrong one, which caused me to be logged into Account A instead. I used the same device, IP address for both accounts, demonstrating that there was no attempt to hide or circumvent Shuffle’s rules.

Once I realized this, I immediately contacted Shuffle support at 2:16 AM to request the deletion of Account A to comply with the Terms of Service, which do not allow duplicate accounts. The support agent responded in French, confirming that the account would be “closed” (“fermeture”).I understood this as confirmation that my deletion request had been accepted, though the wording could potentially lead to confusion — in French, “fermeture” can imply a standard closure.When I was first asked if I wanted a “fermeture permanente”, I responded “confirmer” based on my understanding that I was simply approving the deletion I had originally requested, without any intention to self-exclude or have the account banned. I received an email stating that my account was “définitivement fermé”, which could reasonably be understood as the account being simply closed, since the word “banni” was never used. English is not my first language, and I had set the Shuffle website to French, as I live in Quebec, Canada, which may have contributed to my interpretation of the wording in the emails.

 

Despite this, I later received an email stating that Account A had been permanently banned, which contradicted the support confirmation I had received earlier. I immediately emailed Shuffle to point out the mistake, clarifying that I requested deletion, not a ban, but I never received a response. 

 

After that, on Account B, I deposited a large sum of money from November 1 to January 2, which included a CAD 8,000 deposit on January 2, 2026. On the 2nd, after depositing this money, I was blocked from accessing anything on the account except withdrawals. This account ultimately resulted in a total loss of approximately USD 10,000. 

After being blocked on Account B, I was contacted by Shuffle through live support, where they informed me that my account was permanently in a state where I could no longer use it for deposits or play, only withdrawals. They refused to explain exactly why this decision was made or what part of the Terms of Service I allegedly violated. 

They told me to email [email protected], which I did immediately. Despite this, I never received any response from support, leaving me completely without clarification about why my account had been restricted to withdrawals only.

 

However, my account is under a streamer code that I still communicate with on Discord, which allowed me to get some insight into the situation. The streamer hinted that the restriction might be related to having two accounts by asking me directly if I had another account. While they did not confirm this as the reason, it strongly suggested that Shuffle’s decision was connected to the existence of two accounts — information that Shuffle itself never communicated directly to me.

After that, I tried to reach support again by sending an email asking for a settlement regarding the issue, but I never received any response. I  also reached out directly to Noah via Telegram, explaining the situation and requesting a resolution, yet I received no reply. 

Which gambling authority I can sue them from and who to turn too ?