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Policy
Shuffle Terms of Service
1. Shuffle.com
1.1. Shuffle.com (the Website) is owned and operated by Natural Nine B.V. (Shuffle, we or us), a company with its registered office located at Korporaalweg 10, Willemstad, Curaçao and registered with the Commercial Register of the Chamber of Commerce and Industry in Curaçao under number 160998. Shuffle is licensed by the Curaçao Gaming Authority to offer games of chance under licence number OGL/2024/1337/0628.
1.2. Payments to and from your Shuffle Account are processed by Natural Nine B.V. and by third party payment service providers engaged by us from time to time. The identity of the payment service provider handling a particular transaction will be shown to you in the cashier or on your bank or card statement.
2. General
2.1. These Terms of Service govern your use of the Website and any associated services (the Services). They constitute a legally binding agreement between you and us and you should read them in their entirety before you use the Website or the Services. Your continued use of the Website or the Services constitutes acceptance by you of these Terms of Service; if you do not agree to them, you should not continue using the Website or the Services.
2.2. We may make amendments to these Terms of Service at any time. We will take appropriate steps to bring any material changes to your attention (e.g. by notification at login), but it is your responsibility to ensure that you agree with any changes made to these Terms of Service and you should continue to check for any updates on a regular basis. By continuing to use the Website or any Services after any such amendment to the Terms of Service you will be deemed to have accepted and agreed to be bound by such amendments, updates and/or modifications. If you do not agree to the changes, then you must not continue to use the Services.
2.3. These Terms of Service may be published in several languages. In the case of any discrepancy between the English language version of these Terms of Service and versions published in any other languages, the English language version shall prevail.
2.4. Any games, lotteries or sports betting markets made available on the Website as part of the Services may also be subject to their own rules, to which you should also refer when participating. The provisions of these Terms of Service shall prevail in the event of any conflict with any such rules.
2.5. For the avoidance of any doubt, the information contained in these Terms of Service is not intended to encourage participation in the Services, and does not constitute an offer or invitation by us or any of our employees or consultants to any person to participate in the Services.
2.6. In these Terms of Service, references to you and Player are references to the natural person in whose name a Shuffle Account is registered. A reference to funds includes both fiat currency and digital assets, and a reference to a currency includes both a fiat currency and a digital asset, unless the context requires otherwise. A reference to a digital asset includes a cryptocurrency, and a reference to a cryptocurrency includes any other digital asset we support.
3. Shuffle Account registration, suspension and closure
3.1. In order for you to be able to place bets via the Website, you must first register for an account (Shuffle Account). As part of the Shuffle Account registration process, you will be required to provide your date of birth and a valid email address and choose a username and password for your Shuffle Account. You must enter all mandatory information requested in the registration form. It is your sole responsibility to ensure that the information you provide is true, complete and correct. We may reject your requested username if we deem it to be offensive or inappropriate.
3.2. Where you fund your Shuffle Account using a fiat currency payment method, you may also be required to provide your full legal name, residential address and any further information we or our payment service providers reasonably require. We may decline to make a fiat currency payment method available to you until that information has been provided and verified.
3.3. You may not register for a Shuffle Account if:
a. You are under 18 years old or under the legal age of majority for gambling in the jurisdiction in which you are located;
b. You are residing or located in jurisdictions from which gambling or your use of the Services is not permitted. It is your responsibility to ensure that your use of the Services is lawful; or
c. You provide misleading information or try to register for a Shuffle Account through third parties. You are prohibited from selling, transferring or acquiring Shuffle Accounts to or from other Shuffle users; or
d. You are currently self-excluded from the Services, or from any other gambling website or premises.
3.4. Your personal information is stored securely in accordance with our Privacy Policy. However, you are fully and solely responsible for maintaining the security of your own login details and other sensitive information, including passwords, payment credentials and cryptocurrency wallets and associated private keys. We are not liable for any loss or damage arising from abuse or misuse of your Shuffle Account by third parties due to your disclosure, whether intentional, accidental, active or passive, of any such information to any third party.
3.5. We do not offer credit to any Player for the purpose of placing a wager or bet, and you may only participate in the Services using funds already credited to your Shuffle Account.
3.6. We may suspend or close your Shuffle Account, void or cancel wagers, withhold or forfeit balances, cancel winnings or bonuses, and report the matter to a relevant authority, where we reasonably consider that you have breached these Terms of Service or that such action is necessary to comply with a legal or regulatory obligation or to protect the integrity of the Services. Where we take any such action we will notify you unless we are prevented from doing so by law, by a regulator or because doing so would prejudice an investigation.
3.7. If we detect or reasonably suspect any breach of bonus terms, abuse of promotional offers or manipulation of gameplay, we may cancel and remove all affected bonuses, winnings and related rewards from your Shuffle Account.
3.8. The following activities are expressly prohibited and may result in enforcement action under these Terms of Service, including the deduction of winnings:
a. coordinated betting or collusion with other Players;
b. bonus stacking, or hedging bets across accounts or platforms;
c. the use of bots or automation tools to gain an unfair advantage; and
d. exploiting software or system bugs, loopholes or unintended behaviours.
3.9. In cases involving fraud, abuse, chargebacks or manipulation, we reserve the right to seek financial restitution for any direct or indirect loss we suffer. This may include the costs of investigation, enforcement, legal action and the recovery of lost funds.
3.10. If at any time after registration of your Shuffle Account you become aware of any errors or incorrect information relating to your Shuffle Account, you must inform us as soon as possible by email at [email protected].
4. Account duplication and identity management
4.1. You are permitted to register and maintain only one Shuffle Account. Any attempt to create or operate more than one Shuffle Account may result in the suspension, blocking or closure of all associated accounts, and any balance credited to such an account may be frozen or forfeited.
4.2. If you realise that you have registered more than one Shuffle Account, you must notify us immediately by email at [email protected]. Failure to do so may be treated as an intentional circumvention of these Terms of Service.
4.3. If you, or a person with whom you share a household, a device, an IP address, a payment credential or another identifying connection, hold a Shuffle Account, you must report that connection to us without delay. Use of connected accounts is permitted only with our prior written approval. Unreported connected accounts may be closed and the failure to report treated as a breach of these Terms of Service.
4.4. If we have reasonable grounds to believe that you have registered or used more than one Shuffle Account, or have colluded with another Player to circumvent these Terms of Service or to gain an unfair advantage, we may suspend or close all related accounts and withhold funds held in them until you provide satisfactory evidence that no breach has occurred.
4.5. Where you are subject to a self-exclusion, we may take steps to identify and prevent the creation of a further Shuffle Account by you, including by blocking, where we are able to do so, any payment method known to us that you have used.
5. Know-your-customer (KYC) and source of funds
5.1. We reserve the right, at any time, to ask you for KYC documentation if we deem it necessary in order to determine your identity, location or age, or for any other purpose. We reserve the right to restrict your ability to access any or all Services or to make payments or withdrawals until your identity has been determined to our satisfaction, at our sole discretion.
5.2. Without limiting the clause above, we may require a check against a valid government issued identity document, such as a passport, national identity card or driver licence, on your reaching a threshold we set from time to time and in any event before your first withdrawal. Secondary verification methods, including electronic verification, payment instrument validation, third party or government database checks and selfie verification, may be used in addition but do not replace that requirement.
5.3. You represent and warrant that all information provided by you on registration and in response to any request for KYC documentation is true, current and complete.
5.4. We may require evidence of the source of your funds or your source of wealth, including bank statements, payslips, tax records or evidence of the disposal of an asset, and may restrict deposits, wagering or withdrawals until that evidence has been provided and assessed to our satisfaction.
5.5. We may require that any payment method used to fund your Shuffle Account, or to receive a withdrawal from it, is verified as being held in your own name.
5.6. If we are unable to verify your identity or your age to our satisfaction, we may close your Shuffle Account. Where we do so, unless prohibited by law we will return your verified deposits to their source, less any amount we are entitled to deduct or required to withhold under these Terms of Service or by law, and any winnings may be forfeited.
5.7. If we become aware that you are under 18 years of age, or under the legal age of majority for gambling in the jurisdiction in which you are located, we may close your Shuffle Account immediately and forfeit any winnings, and we will tell you why the account has been closed.
5.8. We reserve the right to disclose your information to third parties as appropriate to comply with any legal process or as otherwise permitted under our privacy policy, and by using any Service, you acknowledge and consent to the possibility of such disclosure. This includes disclosure to our payment service providers, acquiring banks and card schemes where necessary to process a transaction or to investigate a suspected fraud or chargeback. Please refer to Shuffle's AML Policy for more information.
6. Conditions of use
6.1. As a condition of your use of the Services, you represent, warrant, covenant and agree that:
a. You are the older of (i) 18 years of age and (ii) the legal age determined by any laws applicable to you regarding your use of the Website and the Services;
b. You have full capacity to enter into a legally binding agreement with us and you are not restricted by any form of limited legal capacity;
c. Your use of the Services is at your sole option, discretion and risk;
d. You are fully aware that there is a risk of losing funds when using the Website and the Services and you agree that we bear no responsibility to you for any such loss;
e. You acknowledge that the funds in your Shuffle Account are consumed instantly when playing games and that we do not provide refunds;
f. You accept and acknowledge that the prevailing market value of cryptocurrencies can change dramatically, and that exchange rates between fiat currencies and between fiat currencies and digital assets fluctuate;
g. You have not been diagnosed or classified as a compulsive or problem gambler;
h. You are not currently self-excluded from any gambling site or gambling premises, and you will inform us immediately if you enter into a self-exclusion agreement with any gambling provider;
i. You are accessing the Website from a jurisdiction in which it is legal to do so, and will not use our Services while located in any jurisdiction that prohibits the placing and/or accepting of bets online and/or playing casino and/or live games or which otherwise prohibits access to or use of the Services;
j. All information that you provide to us during the term of validity of these Terms of Service is true, correct and complete, and that you will immediately notify us if any such information changes;
k. You participate in the Shuffle games strictly in your personal and non-professional capacity and for recreational and entertainment purposes only;
l. You participate in Shuffle games on your own behalf and not on behalf of any other person;
m. You will not use or access the Website or Services for any purpose that is (1) illegal under any law applicable to you or (2) prohibited by or in breach of these Terms of Service;
n. You will not collude with or assist, or attempt to collude with or assist, any third parties, or use any device, robot, spider, algorithm, software, routine or other method (or anything in the nature of the foregoing), in order to defraud us or interfere with the functioning or operational performance of the Website or the Services;
o. You will not use the Website or Services in any way which interferes or may interfere with other users, or make any attempt to gain an unfair advantage over other users, or the Website, whether specifically prohibited by the applicable rules or not;
p. You will not disseminate any information which is unlawful, harassing, abusive, threatening, libellous, defamatory, obscene, indecent, inflammatory, racially or ethnically objectionable, pornographic or profane, or any material that could constitute or encourage conduct that would be considered a criminal offence or could give rise to civil liability;
q. In relation to deposits and withdrawals of funds into and from your Shuffle Account (including cryptocurrencies and any other currencies that may be used from time to time), you will only use funds which have been legally obtained and which belong to you. You will not use funds which originate from criminal or other illegal or unauthorised activities;
r. Every payment method you use to fund your Shuffle Account, and every account or instrument to which you ask us to make a withdrawal, is owned by you and registered in your own name, and you will not fund your Shuffle Account using a payment method belonging to a third party;
s. You will not fund your Shuffle Account with borrowed funds, or with funds drawn on a credit facility, where doing so is prohibited by the law applicable to you;
t. You will not initiate a chargeback, payment reversal or dispute in respect of a deposit other than where the transaction was genuinely unauthorised by you, and you will contact us at [email protected] before raising any payment dispute with your bank or card issuer;
u. You will not use the Website, the Services or your Shuffle Account for the purpose of currency conversion, the transmission of value, or any purpose other than placing wagers and bets on the Services;
v. You acknowledge that we may take measures to detect and prevent unauthorised or illegal activity. These steps may include, but are not limited to, examination of your device properties, geolocation, detection of IP masking, screening of your payment credentials against sanctions and watchlists and blockchain transaction analysis;
w. If you become aware of any suspicious activity relating to any of the games on the Website, you will report this to us immediately by contacting us by email at [email protected];
x. You acknowledge that we may suspend, block or close a Shuffle Account and withhold funds if we deem it necessary to assist in the prevention of money laundering or other illegal activity;
y. You are fully and solely responsible for obtaining your own independent financial, accounting and tax advice, and for recording, reporting, paying and accounting to any relevant governmental or taxation authority for any tax or other levy that may be payable on any winnings or other sums that you receive from using the Services;
z. You will keep your username, password, payment credentials and cryptocurrency wallet private keys confidential and take appropriate steps to prevent unauthorised access or use, including safeguarding any two factor authentication credentials;
aa. You will immediately change your password and notify us if your username or password is compromised in any way, and will notify us immediately upon becoming aware of any security breach or unauthorised use of your Shuffle Account;
ab. You acknowledge that we may modify or withdraw any of the Services at any time without prior notice to you; and
ac. You acknowledge that we are not liable for any outages, slowness, capacity constraints or other deficiencies affecting the telecommunications networks or internet services required for you to access and use the Services, or affecting any payment network, banking system or blockchain.
6.2. In the event of a breach of any of the above representations, warranties or covenants, or where we reasonably consider that there has been or will be any such breach, we will be entitled to take one or more of the following actions, to the extent proportionate to the breach (in our absolute discretion):
a. close or suspend your Shuffle Account;
b. restrict deposits or withdrawals, including by ceasing to provide a deposit address or a payment method;
c. restrict your access to the Services, including your ability to place any wager or bet or to play or access any game, Market or feature;
d. void or cancel any wager or bet;
e. cease payment of any commission;
f. restrict or cease any feature, right or privilege granted or provided to you;
g. deduct from your Shuffle Account any winnings we reasonably consider have been wrongfully obtained by you or paid to you in error;
h. adjust any winnings paid to you;
i. void all wagers placed via any connected account;
j. forfeit any bonus or winnings;
k. deduct our reasonable administrative costs from the remaining balance before any return of funds;
l. reverse a deposit to its source;
m. recover from you the amount of any chargeback, payment reversal, denial of payment or scheme fine or fee we incur as a result of your conduct, together with our reasonable costs of dealing with it;
n. set off any amount you owe us against any positive balance in your Shuffle Account; and
o. take any other action reasonably necessary to protect our rights or interests or those of any third party, or to comply with any applicable law or regulation.
6.3. We may close or suspend your Shuffle Account or take any other action required by any law enforcement or government agency, any regulatory or supervisory authority, any court, or any payment service provider, acquiring bank or card scheme. We may also close or suspend your Shuffle Account if we are unable to verify any of the KYC information provided by you.
7. No Shuffle warranties
7.1. The Services are provided to you on an “as is” basis. To the extent permitted by applicable law, we disclaim any and all warranties, expressed or implied, in connection with the Services. In particular, we provide you with no warranty or representation whatsoever regarding the Services’ quality, fitness for purpose, completeness, or accuracy, and we make no warranty that any Service will be uninterrupted, timely or error-free, or that any defects will be corrected. In particular, Shuffle does not represent or warrant that the Website is or will be free from errors, bugs and other defects in its functioning, that access to the Services is or will be continuous, uninterrupted, timely, or secure, that the information made available via, contained on or used by the Website, including data feeds used for sports betting, is or will be accurate, reliable, complete, or current, that the Website will be free from viruses or other harmful material, or that the Website will be suitable for the particular purpose that you have in mind when using it. Information made available via, contained on or used by the Website may be inaccurate or incomplete or otherwise unreliable for a variety of reasons, for example as a result of software bugs, data feed interruptions, platform or server downtime, or other issues, and this may cause losses to you by affecting the functioning of the Services or the resolution of Markets. Links and frames connecting the Website with other websites are for convenience only and do not mean that we endorse or approve those other websites, their content or the people who run them.
7.2. We do not warrant that any particular payment method, currency or payout rail will be available to you, or that a deposit or withdrawal will be processed within any particular time. Payment methods and the currencies we support may be added, changed or withdrawn at any time.
7.3. Shuffle may from time to time test new games and other features on the Website by introducing them in beta testing form (Beta Features). If you choose to use these Beta Features you do so on the understanding that (i) such features may be particularly unstable and prone to errors and bugs and other defects in functioning and (ii) Shuffle will not be liable for any losses sustained as a result. Beta Features may need to be suspended, discontinued or modified at any time. Any winnings mistakenly credited to your Shuffle Account which relate to any technical or human error involving a Beta Feature shall remain the property of Shuffle and may be deducted from your Shuffle Account. If you withdraw funds that do not belong to you before we become aware of such an error, those amounts will, without prejudice to other remedies available at law, constitute a debt owed by you to us.
7.4. We reserve the right to cancel or withdraw any product, service, game, Market or bonus offered on or via the Website, or to modify its structure, benefits or other features, at any time.
8. Prohibited uses
8.1. The use of the Website or any of the Services for any form of illicit activity, including money laundering, terrorist financing or trade sanctions violations, is prohibited.
8.2. The Website and the Services are not offered to individuals or entities subject to United States, European Union, or other global sanctions or watchlists. By using the Website and the Services, you represent and warrant that you are not subject to such sanctions.
8.3. Persons located or resident in Australia, the British Virgin Islands, the Cayman Islands, Curaçao, Cyprus, France, Germany, the Netherlands, Portugal, Singapore, Spain, Sweden, the United Kingdom, the United States of America and any other location from which use of the Services is not permitted under applicable laws or regulations or where provision of the Services would require licensing or registration or which is embargoed by the United States of America, the European Union or the United Kingdom (the Prohibited Jurisdictions) are not permitted to access the Website or the Services. These restrictions apply equally to residents and citizens of other jurisdictions while they are located in a Prohibited Jurisdiction.
8.4. Any attempt to conceal your true location through the use of a VPN, proxy, or similar service or through the provision of incorrect or misleading information about your place of residence or location will constitute a breach of these Terms of Service.
8.5. You must not use the Website, the Services or your Shuffle Account as a means of converting one currency into another, of transmitting value to yourself or to any other person, or of moving funds otherwise than for the purpose of placing wagers and bets on the Services. Where we reasonably believe that you have deposited funds without a genuine intention to wager, we may suspend or close your Shuffle Account, return the funds to their source and report the activity to the relevant authorities.
9. Deposits
General
9.1. You may only participate in a Shuffle game if you have sufficient funds for such participation in your Shuffle Account.
9.2. You may not deposit funds which originate from criminal or other illicit activity.
9.3. To deposit funds into your Shuffle Account, you may transfer funds from a cryptocurrency wallet under your control or via any of the other payment methods that may be available from time to time on the Website. Deposits may only be made with your own funds, using a payment method held in your own name.
9.4. The payment methods available to you, the currencies we support and the minimum and maximum deposit amounts applying to each of them are shown in the cashier. We may set, change or remove a minimum or maximum deposit amount, a currency or a payment method at any time, and some payment methods will not be available in every country.
9.5. If we identify that you have funded, or are funding, your Shuffle Account using a payment method belonging to a third party, or with funds tainted by illegality, we may suspend or close your Shuffle Account, cancel, reverse or adjust the relevant transactions, and forfeit the deposited funds and any winnings generated from them.
9.6. We may limit or refuse to permit the transfer of funds from your Shuffle Account to the Shuffle Account of another Player for any reason.
9.7. We take no responsibility for any delays to deposits which may arise from or be associated with blockchain transaction times or the use of particular payment methods or which may be caused by any third party.
9.8. We reserve the right to use additional procedures and means to verify your identity when processing deposits into your Shuffle Account.
9.9. Please note that the use of some payment methods may involve additional fees. Where we charge a fee, it will be shown to you in the cashier before you confirm the transaction. Your bank or payment service provider may also charge you additional fees for making transfers or converting currencies.
9.10. We may refuse to credit any deposits at our own discretion. If your Shuffle Account has been blocked or suspended, you must refrain from attempting to deposit funds into it. Should you attempt to deposit funds when your Shuffle Account is blocked or suspended, (i) you acknowledge and accept the risk that such deposited funds may be permanently lost, and (ii) if those deposited funds are not lost, we will have the right to retain them pending the outcome of our investigation.
9.11. A deposit is not a payment for goods or services. Once a deposit has been credited to your Shuffle Account it is available for wagering and is not refundable, except where these Terms of Service or applicable law require otherwise.
Fiat currency deposits
9.12. Where you deposit fiat currency, the amount deposited will be credited to your Shuffle Account as a balance denominated in the currency in which it was received, and wagers placed and winnings paid using that balance will be denominated in that currency.
9.13. Where a fiat currency deposit is received in a currency we do not support, or where your payment provider converts the amount before it reaches us, the amount credited to your Shuffle Account will be the amount actually received by us after that conversion and after any fee charged by that provider. We are not responsible for the exchange rate applied by your bank, card issuer or payment provider.
9.14. Where a card payment is used, the deposit is subject to authorisation by your card issuer and to any strong customer authentication your issuer requires. We may place an authorisation hold before a deposit is credited.
9.15. If a fiat currency deposit is subsequently returned, reversed, dishonoured or recalled, we may debit the corresponding amount from your Shuffle Account, together with any fee or charge we incur as a result, and if your balance is insufficient the shortfall will be a debt owed by you to us.
9.16. Fiat currency deposits are processed by third party payment service providers. Your use of a payment service provider may also be subject to that provider's own terms, and we are not responsible for the acts or omissions of a payment service provider except to the extent that it acts as our agent in receiving a deposit from you.
Cryptocurrency deposits
9.17. Cryptocurrency deposits must be made in a supported asset and on a supported network, using the deposit address shown in the cashier for that asset and network. A deposit made in an unsupported asset, on an unsupported network, or to an incorrect or expired address may be irrecoverable. We are under no obligation to attempt to recover such a deposit, and where we do attempt recovery we may charge you our reasonable costs of doing so.
9.18. The value at which a cryptocurrency deposit is credited is determined at the time the deposit is confirmed on the relevant network. We are not responsible for any change in the value of a cryptocurrency before, during or after that time.
10. Withdrawals
General
10.1. We may refuse a withdrawal from your Shuffle Account until each of the following has been satisfied:
a. your identity has been verified and we are satisfied that the withdrawal is being made by the holder of the Shuffle Account;
b. the account or instrument to which the withdrawal is to be made is one of which you are the legal holder;
c. any additional information we have reasonably requested has been provided; and
d. the wagering requirement in the clause below has been met.
10.2. You must wager 100% of the value of a deposit before you may withdraw funds attributable to that deposit. This requirement does not apply to a digital asset withdrawal made to the same wallet address, on the same network, as the corresponding deposit.
10.3. Withdrawals will be made in the same currency as the currency of the deposit to which they are attributable. You may request a withdrawal through a payment method other than the method used for the corresponding deposit, provided the receiving account or instrument is held in your own name. Where we consider it necessary for anti-money laundering, fraud prevention, sanctions or other regulatory reasons, we may require that a withdrawal be returned through the same payment method used for the deposit, and where you have deposited using more than one payment method we may split a withdrawal across those methods.
10.4. We may investigate your Shuffle Account and your activity at any time. Where we reasonably suspect that your account or your activity has breached these Terms of Service or any applicable law or regulation, we may delay or decline further deposits, withdrawals or gameplay while we investigate. We may not always be able to explain the nature of an investigation to you.
10.5. Withdrawals may be restricted if we detect suspicious, unauthorised or illegal activity relating to your Shuffle Account.
10.6. The minimum withdrawal amount for each payment method is shown in the cashier at the time you make a withdrawal request.
10.7. We may charge a fee on a withdrawal. Any such fee will be shown to you before you confirm the withdrawal. You should also check whether the payment method you use imposes charges of its own, and we are not responsible for any commission or processing fee charged to you by a third party such as your bank.
10.8. If we mistakenly credit your Shuffle Account with winnings or any other sums that do not belong to you, whether as a result of a technical error or human error or otherwise, such sums will remain our property and will be liable to be deducted from your Shuffle Account. In the event of an incorrect credit to your Shuffle Account, you are obliged to notify us immediately by email at [email protected] upon becoming aware of any such error. If you withdraw funds that do not belong to you before we become aware of such an error, those amounts credited to your Shuffle Account in error will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us.
10.9. If your Shuffle Account has been closed, locked, blocked or excluded and you wish to recover funds held in it, please contact Shuffle customer support at [email protected]. We reserve the right to refuse to reopen or unlock your Shuffle Account or to allow withdrawals from it if we suspect that you are in breach of these Terms of Service, including where we believe there is suspicious activity or the operation of more than one Shuffle Account, or if we deem it necessary to do so for other reasons, and we may carry out additional KYC verification procedures and other checks for any withdrawal.
10.10. We will not use a responsible gambling measure as a reason to prevent or delay a legitimate withdrawal. Where you have activated a cooling off period, your funds remain available for withdrawal.
Fiat currency withdrawals
10.11. A fiat currency withdrawal will be made by payment to you, or by transfer to a bank account or other payment instrument held in your own name, as notified by you to us. Before processing a withdrawal we may carry out enhanced due diligence where we consider it necessary.
10.12. Processing times for fiat currency withdrawals depend on your bank, card issuer or payment provider and on the payment networks involved. Any processing time we publish is indicative only.
10.13. Where the currency of the receiving account differs from the currency of the withdrawal, your bank, card issuer or payment provider may convert the amount and charge a fee for doing so. We are not responsible for the rate applied or the fee charged.
10.14. We may withhold an amount from your available balance where a deposit attributable to that amount is the subject of a chargeback, payment dispute or investigation, until that matter is resolved.
Cryptocurrency withdrawals
10.15. Cryptocurrency (or digital asset) withdrawals will be made to the wallet address and on the network you specify when you make a valid withdrawal request. It is your responsibility to ensure that the address and network you provide are correct and that the receiving wallet supports the asset. A withdrawal sent to an incorrect address, or on a network the receiving wallet does not support, may be irrecoverable and we are under no obligation to attempt to recover it.
10.16. A network fee may be deducted from the amount withdrawn. Network fees are set by the relevant network and not by us.
11. Player funds, chargebacks and set-off
11.1. Funds you deposit with us, together with any winnings, are held in accounts and wallets separate from our own operating funds.
11.2. Where we incur a chargeback, payment reversal, denial of payment, scheme fee or fine, or any other loss as a consequence of a payment attributable to you, we may recover the amount of that loss from you, together with our reasonable costs of dealing with it, including by deducting it from your Shuffle Account.
11.3. Where you initiate a chargeback or payment dispute other than in respect of a genuinely unauthorised transaction, we may suspend your Shuffle Account, void any wager funded by the disputed deposit, cancel any winnings arising from it, and charge you a reasonable administration fee.
11.4. We may at any time set off any positive balance in your Shuffle Account against any amount you owe to us.
11.5. We do not pay interest on any balance held in your Shuffle Account, and any interest or other return earned on funds we hold belongs to us.
11.6. Where your Shuffle Account has been inactive for a continuous period of 24 months, we may contact you at the email address registered to the account. If the account remains inactive for a further 3 months after that notice, we may close it and deal with any remaining balance in accordance with applicable law.
12. Wagers and bets
12.1. We have no obligation to accept any wager or bet submitted by you and reserve the right to decline all or part of any wager or bet submitted. A wager or bet is only valid once confirmed by us. A valid wager or bet will receive a unique transaction code, and a wager or bet that does not receive a unique transaction code is void and we are not liable for its settlement.
12.2. It is your responsibility to ensure that the details of your wager or bet are correct. Once a wager or bet has been confirmed by us it cannot be cancelled.
12.3. Your funds will be allocated to wagers and bets in the order in which they are placed and will not be available for any other use. A wager or bet will not be valid if there are insufficient funds in your Shuffle Account.
12.4. We may void or cancel a wager or bet, or take any other action we reasonably consider necessary, where we believe or reasonably suspect that: the wager or bet was made fraudulently or as a result of an unlawful act; the wager or bet was made on incorrect odds, or the odds were affected by a technical issue; you or a person associated with you had a direct or indirect influence on the outcome of an event; you or a person associated with you had access to inside knowledge capable of influencing the outcome of an event; you or a person associated with you engaged in arbitrage or matched betting; the result of an event was directly or indirectly affected by unlawful activity; there was a significant change in odds, for example as a result of a public announcement relating to an event; the wager or bet was confirmed as a result of a mistake or technical error; the wager or bet was placed by an automated system; we received erroneous information from a data feed; or suspicious, irregular or unusual betting patterns have occurred.
12.5. Any dispute relating to the content of a wager or bet will be determined by us by reference to our internal records.
13. Currency, Winnings and Bonuses
13.1. A wager or bet is placed, and settled, in the currency of the balance used to place it. Where the Website displays a value in a currency other than the currency of that balance, that value is indicative only and is calculated using our applicable conversion rate at the time of display.
13.2. Your winnings will be paid out in the same asset or currency used to place the bet or wager for that particular game.
13.3. Where we convert an amount from one currency to another, we will use our applicable conversion rate at the time of the conversion, which may include a margin. The rate and the amount you will receive will be shown to you before you confirm the transaction.
13.4. We may from time to time offer you bonuses and rewards, such as free spins, cashback, free bets, and extra money or wager assets to play games with (Bonuses). Any such Bonuses will have their own sets of terms and conditions, to which you will need to agree in order to participate. We reserve the right to modify any promotion concerning Bonuses or to discontinue or terminate the promotion at any time. Your eligibility to participate in the promotion and receive any Bonuses is determined by Shuffle in its sole discretion.
13.5. All promotions, Bonuses and special offers are subject to the terms of the relevant offer and to any promotion specific terms and conditions. By accepting a promotion, Bonus or special offer you agree to those terms and acknowledge that wagers must always be placed using your cash balance before your bonus balance can be used to wager.
13.6. A bonus balance is not withdrawable until the wagering requirements of the relevant offer have been met. A bonus balance is not held for you as player funds and does not represent an amount owed by us to you until it has been converted into a withdrawable balance in accordance with the terms of the offer.
13.7. We reserve our right to remove any claimed Bonus from an account that we determine in our reasonable discretion to be intentionally exploiting a promotion or Bonus in bad faith.
13.8. We reserve the right to cancel all Bonuses that have not been claimed within the shorter of any applicable claiming period or 60 days.
13.9. Users are only eligible to receive winnings and Bonuses if they are not in breach of these Terms of Service. We may cancel any winnings or Bonus where you are in breach of these Terms of Service, including where you have failed to comply with a request for KYC documentation.
14. Sports betting
14.1. Shuffle may offer various sports betting markets from time to time (Markets), including pre-match and in-play Markets and single and multi bets. The availability of specific sports, events, or matches for betting is subject to change without prior notice.
14.2. Third party providers will provide information related to sports scores and analytics (Third Party Content) for Markets. Shuffle is not responsible for, does not endorse, and makes no representations or warranties concerning any of the Third Party Content made available on the Website. You rely upon such Third Party Content at your own risk.
14.3. Third Party Providers may provide specific rules for resolution of Markets, to which you should refer when participating in them.
14.4. Markets will only be settled following official confirmation of the outcome or otherwise at Shuffle's sole discretion. If the outcome of a Market cannot be verified officially, we reserve the right to void it. If coverage of a match is abandoned or interrupted but the match proceeds normally, the relevant Markets will be settled according to the relevant results as officially reported.
14.5. If a match deviates significantly from the generally accepted format or rules, or there is evidence of manipulation of the outcome, Shuffle reserves the right to void any relevant Market.
14.6. If a match is not completed or not played (e.g. through disqualification, interruption, withdrawal, changes in draws, etc.), all undecided Markets will be void. However if the outcome of the Market has already been determined then the Market will be settled accordingly.
14.7. If the outcome of a Market was already known or decided before the placing of a bet, the bet will be void and any winnings may be withheld or deducted and wager amounts returned.
14.8. Betting may be voided in the case of any incorrectly displayed or calculated prices.
14.9. Bets are void on postponed, cancelled, or abandoned Matches. Matches which have their start date altered well in advance to accommodate live TV, or to ease fixture congestion will not be classed as postponed. An abandonment is where a match is halted before the completion of the allocated match time and not played out to conclusion on the same day. Markets which have already been determined at the time of abandonment, such as ‘First Team to Score’, will stand. The Market must be fully determined for bets to stand.
14.10. If a Market is incorrectly settled, Shuffle reserves the right to correct it at any time.
14.11. For prop bets, the following terminology applies:
“Player must play”: applies to all pre-match player prop markets across NBA, NHL, NFL, CBB, and CFB and all in-play player prop markets across MLB, NBA and NFL.
“Player must start”: all prematch MLB player prop markets (pitcher and batter markets) are "Player must start". Bench player markets are not available for pre-match betting. NHL goalie markets are "Goalie Must Start".
14.12. The following rules apply to prop bets:
a. Shuffle reserves the right to void bets placed on known outcomes or known results;
b. Settlements are sourced from the official league data in the box scores: nfl.com, nba.com, mlb.com, and nhl.com; and
c. Bets are void on postponed, cancelled, or abandoned matches.
14.13. “Cash Out” is a feature that offers the customer the opportunity to take a return on a bet placed before the bet has reached its conclusion. To Cash Out (where available), click on the Cash Out button next to your bet. The Cash Out amount will then be credited to your account. Once you have chosen to Cash Out, your bet will be deemed concluded and will be unaffected by the final outcome of the relevant event.
14.14. The following also applies to the Cash Out feature:
(a) Cash Out will not be available on certain Markets and events.
(b) A time delay is applied on every Cash Out.
(c) Cash Out will not be available if the event and/or Market you have placed a bet on is suspended.
(d) A Cash Out attempt may not be successful if a Market or event is suspended or odds change during the time delay period applied after Cash Out is attempted.
(e) Where Cash Out is available on a pre-match event, if we do not cover the event live then Cash Out will be unavailable once the event starts.
(f) Your Cash Out value will differ depending on how your selection is performing and may be higher or lower than your original stake.
(g) Shuffle reserves the right to reverse the settlement of a Cash Out on any bet that has been settled in error.
(h) Shuffle will not be responsible in the event that Cash Out is unavailable because of technical issues. Any bets will be settled as normal based on the final result.
(i) Shuffle reserves the right to remove a customer’s ability to use the Cash Out feature, or to nullify any use of such feature, in the event of misuse or any other breaches of these Terms of Service.
15. Breach
15.1. Without prejudice to any other rights, if you breach in whole or in part any provision contained herein, we reserve the right to take such action as we see fit, including closing or suspending your Shuffle Account and/or deducting funds from it, terminating our relationship with you under these Terms of Service or any other agreement and/or taking legal action against you.
15.2. You hereby fully indemnify, defend and hold harmless Shuffle and its shareholders, directors, employees and agents from and against all costs, expenses, losses, damages, claims, demands and liabilities (including legal fees and any other charges) that may be incurred or suffered by Shuffle or its shareholders, directors, employees and agents, arising in any way from (i) any breach by you of any part of these Terms of Service; (ii) any violation by you of any law or any third party rights; (iii) your use of the Services; or (iv) any chargeback, payment reversal, scheme fee or fine arising from a payment attributable to you.
16. Limitation of liability
16.1. Under no circumstances shall we be liable for any special, incidental, indirect or consequential damages, including without limitation damages for loss of business profits, business interruption, loss of business information or any other pecuniary loss.
16.2. In no event shall we be liable for any claim, proceeding, liability, cost or loss (together, Losses) arising out of or in connection with the use or misuse of the Services, (1) regardless of whether the alleged liability is based on contract, tort, strict liability, statutory liability or any other basis, (2) even in the case of our own negligence, and (3) even if we have been advised of the possibility of such Losses, except to the extent that such Losses arise from our gross negligence, wilful default or fraud.
16.3. Subject to the clause below, and except in the case of our gross negligence, wilful default or fraud, our total aggregate liability to you arising out of or in connection with these Terms of Service and your use of the Services is limited to the lowest of (a) the balance of your Shuffle Account at the time the liability arose, (b) the total amount deposited by you in the twelve months preceding the event giving rise to the liability and (c) USD 100 or its equivalent in the currency of your balance.
16.4. The limitations of liability in these Terms of Service shall apply to the fullest extent permitted under applicable laws, and nothing in these Terms of Service excludes or limits any liability that cannot lawfully be excluded or limited.
17. Intellectual property
17.1. We and our licensors are the sole holders of all rights in and to the Services and related code, structure and organisation, including copyright, trade secrets, intellectual property and other rights. You may not, within the limits prescribed by applicable laws (a) copy, distribute, publish, reverse engineer, decompile, disassemble, modify, or translate the website, or (b) use any Service in a manner prohibited by applicable laws or regulations (each of the above is an Unauthorised Use). We reserve any and all rights, implied or otherwise, which are not expressly granted to you hereunder and retain all rights, title and interest in and to the Services. You agree that you will be solely liable for any damage, costs or expenses arising out of or in connection with the commission by you of any Unauthorised Use. You will notify us immediately upon becoming aware of the commission by any person of any Unauthorised Use and will provide us with reasonable assistance with any investigations it conducts in light of the information provided by you in this respect.
17.2. The term “Shuffle”, its domain names and any other trademarks and service marks used by us as part of the Services (the Trademarks), are solely owned by us or our related bodies corporate. In addition, all content on the Website, including, but not limited to, the images, pictures, graphics, photographs, animations, videos, music, audio and text (the Site Contents) belongs to us and is protected by copyright and/or other intellectual property or other rights. You hereby acknowledge that by using the Services, you obtain no rights in the Site Contents and/or the Trademarks, or any part thereof. Under no circumstances may you use the Site Contents and/or the Trademarks without our prior written consent. You also agree not to do anything that would, or would be reasonably likely to, harm or potentially harm our rights, including our intellectual property rights.
18. Complaints
18.1. If you wish to make a complaint regarding the Services, you may contact our customer support team by email at [email protected]. Please see our Complaints Handling Procedures.
18.2. We will acknowledge your complaint in accordance with our Complaints Handling Procedures and aim to provide a substantive response within the timelines set out in those Procedures. If we are unable to resolve your complaint, or if you are not satisfied with our response, you may refer the matter to the Curaçao Gaming Authority.
19. Responsible gambling
19.1. You may select various options to limit your gambling such as self-excluding, closing your account, or setting responsible wager and/or loss limits. Please see our Responsible Gaming and Self-Exclusion Policy. Our responsible gambling section, which is accessible from the homepage of the Website, describes each of the tools available to you, how each of them works and how to activate it.
19.2. We may exclude you from the Services where you display problematic gambling behaviour, or where you attempt or engage in criminal activity through the Website. We will not exclude you solely because of the amount you have won.
20. Governing law and jurisdiction
20.1. These Terms of Service will be governed by, and construed in accordance with, the laws of Curaçao.
20.2. Nothing in these Terms of Service affects any right you have as a consumer under law that cannot be excluded or limited by agreement.
20.3. You must bring any and all legal claims under these Terms of Service in your individual capacity and not as a claimant in or member of any purported class action, collective action, private attorney general action, or other representative proceeding. You agree to waive the right to demand a trial by jury, where applicable.
21. Severability
21.1. If any provision of these Terms of Service is or becomes illegal, invalid or unenforceable in any jurisdiction, that shall not affect the validity or enforceability in that jurisdiction of any other provision of these Terms of Service or the validity or enforceability in other jurisdictions of that or any other provision.
22. Assignment
22.1. We reserve the right to assign our rights under these Terms of Service, in whole or in part, at any time without notice, including to another company within our group or in connection with a transfer of our business. You may not assign any of your rights or obligations under these Terms of Service.
23. Miscellaneous
23.1. No waiver by us of any breach of any provision of these Terms of Service shall in any way be construed as a waiver of any subsequent breach of such provision or of any breach of any other provision of these Terms of Service.
23.2. Nothing in these Terms of Service shall create or confer any rights or other benefits in favour of any third parties.
23.3. Nothing in these Terms of Service shall create or be deemed to create a partnership, agency, trust arrangement, fiduciary relationship or joint venture between you and us.
23.4. Any communications with us regarding use of the Services shall be retained for a period of six years.
23.5. We may give you notice by email to the address registered to your Shuffle Account, by a message within your Shuffle Account or by notification at login. You consent to receiving notices from us electronically. It is your responsibility to keep your registered email address current.
23.6. We are not liable for any failure or delay in performing our obligations under these Terms of Service to the extent that the failure or delay is caused by an event beyond our reasonable control, including the failure or unavailability of a payment network, banking system, payment service provider, blockchain, telecommunications network or third party game or data supplier.
23.7. Any provision of these Terms of Service which by its nature is intended to survive termination, including the provisions relating to your indemnity, our limitations of liability, intellectual property, chargebacks, set-off and governing law, will survive the closure of your Shuffle Account.
23.8. These Terms of Service constitute the entire understanding and agreement between you and us regarding the Services and supersede any prior agreement, understanding, or arrangement between you and us.
Version 2.0
September 2026
