Shark Casino - Player’s account has been closed with winnings confiscated.

Dear Casino Guru Team,

I would like to provide an update regarding my complaint against Shark Casino.

After receiving their final decision, I contacted the casino and formally requested a detailed explanation of the alleged "bonus abuse" and "linked accounts," including any supporting evidence. However, I have not received any response from them to this day.

I would also like to highlight several serious concerns regarding this case:

I was asked to complete KYC and submit my identification documents, which I did in full cooperation. Only after this process was completed, my account was suddenly closed and my balance confiscated. This sequence of actions appears highly inconsistent and unfair.

The casino has not provided any concrete evidence to support their accusations. Their claims remain vague and general, without specifying what exact actions allegedly violated their Terms and Conditions.

Despite claiming serious violations, the casino still issued a $2,000 payment as a "gesture of goodwill." If the violations were truly clear and proven, this payment seems contradictory and raises further doubts about the validity of their decision.

Given these points, I believe this case has not been handled in a fair or transparent manner.

I kindly ask for your assistance in requesting a proper explanation and supporting evidence from the casino.

Thank you for your support.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you had $3140 (dispute value) in your casino account before you lost access to it?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for your response.

Please find my answers below:

I can confirm that no one from my household or using the same IP address has created or used an account at this casino.

I mainly played the casino’s original crash game.

Yes, that is correct — I had a remaining balance of $3,140 which I was unable to withdraw.

Although I received a first deposit bonus, I did not activate or use it at any point.

Please let me know if any additional information is required.

Best regards

Thank you very much for your reply, kai9nn. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Kristina,

Thank you for your message.

I have forwarded all relevant email correspondence between myself and the casino to your email address, including the communication related to my KYC submission.

At this point, I have only received the initial confiscation notice from the casino and one follow-up response. After that, I contacted them again requesting a detailed explanation, but I have not received any further reply.

Please let me know if you need anything else from my side.

Best regards

Could you please clarify when exactly you lost access to your casino account?

Dear Kristina,

According to the email I received from the casino, I lost access to my account on May 8, 2026.

The email sent on 2026/05/08 at 17:27 (JTC) informed me that my account had allegedly violated the Terms and Conditions, that my winnings had been confiscated, and that my account had been permanently closed.

Following receipt of that email, I was no longer able to use the account normally.

Best regards