Sharkroll Casino - Withdrawal of player's winnings has been delayed.

Hello! I need help withdrawing $442. On February 24th, I played with the 20 spins no deposit bonus code and won a large sum of over $2,000. The wagering requirement was met. I played some more and decided to withdraw $700, but the withdrawal was canceled because I didn't have a deposit. I contacted the chat and was told to make a minimum deposit, roll over my deposit 20 times, and withdraw $700, which I did. (I'm attaching screenshots of the correspondence to the complaint.) The next day, the withdrawal of $700 was canceled, citing the rules, which state that I was playing with the bonus and the payout could only be $200. THIS BALANCE WAS LATER ADJUSTED AND THEY LEFT ME ONLY $200. They wrote about this in an email. (The withdrawal of $200 has still not been received.) I agree with the rules regarding withdrawals from the no-deposit bonus being $200, but I disagree with the fact that my entire balance was cut after I made a deposit. Where did I manage to go from $11 to over $500? They simply stole $442. I won those $442 later from my deposit without the bonus. I ask for help and a refund of $442. (I'm attaching all screenshots to the complaint.)

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Dear Danil454545,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

ADDITIONS TO THE COMPLAINT VERIFICATION WAS COMPLETED VIA SAMSUNG AND VIA CASINO EMAIL

They say withdrawals are processed within 48 hours, but more than 48 hours have passed and I haven't received anything. They're apologizing, thus violating their own withdrawal rules. Verification was completed via SamSub and email, and the minimum deposit for withdrawal was made. I still haven't received anything.

An addition to the complaint about me not having any unwound bonuses. All bonuses have been wagered, over $33,000 in bets have been placed. They still haven't withdrawn $200 on February 25th, 7 days after I withdrew. The withdrawal is pending. They apologize in the chat every day, citing some kind of workload, and say they'll forward my question to the team. I understand that this site is a fraudulent casino; they lure you in with large deposit bonuses and no-deposit codes, and even if someone wins, they won't withdraw it, but simply ask you to make a deposit for withdrawal, but they won't withdraw it themselves. They're simply scamming players into making deposits; that's what they call it. How did this casino even get on the forum, and with an above-average rating, to boot? They simply don't pay out, and the workload thing is a lie; no one plays there, maybe 5, 10 people, and that's it. They probably just don't have the money to pay out. I'M ASKING THE FORUM AND THE TEAM FOR HELP WITH A WITHDRAWAL FROM THIS CASINO. I hope they'll get in touch and not ruin their reputation from the start (if they're not scammers). I'm attaching screenshots of my winnings and screenshots of the casino chat conversation below.

That's how they write the same thing every day. The gist remains the same: apologies and promises. It's like a kindergarten, not a serious casino. I still haven't received the $200? What happens next? How else are they going to give me $442?

Dear Danil454545,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven't received $200 after the correction and write-off. Support responded. They do the same thing every day. With such vague answers, can they keep checking for a year?

I asked about the verification process and deadlines. Support is unclear, just promises. Every day they talk about waiting and some kind of workload. What kind of workload is this that I haven't been able to receive my winnings for 15 days already?

I asked about the verification process and deadlines. Support is unclear, just promises. Every day they talk about waiting and some kind of workload. What kind of workload is this that I haven't been able to receive my winnings for 15 days already?

It's simply impossible. It's the same thing every time. With answers like these, they can endlessly check and simply promise a conclusion and apologize. And then ask you to wait some more. only when?

Dear Danil454545,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, lucia.s@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Danil454545,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

support@sharkroll.ioThey wrote to me from this email about withdrawing $200. Apparently, this is their contact information. I wrote to this email earlier, but they haven't responded. The $200 withdrawal is still listed in the casino; apparently, they don't want to withdraw it.

As always, they've been writing the same thing for 20 days already. What kind of casino is this?

Dear Danil454545,

We have received a response from the casino regarding your case. They explained that your winnings originated from a no-deposit free spins bonus, which carries a maximum withdrawal limit of $200 according to their terms. Even though you later made a deposit and continued playing, they state that the balance remained linked to the original bonus, so the withdrawal cap still applies.

This means that any amount above $200 is considered non-withdrawable under their rules. However, the casino confirmed that you are entitled to withdraw the $200, and this payment is currently under review and has been escalated for processing.

I will remain in contact with the casino and keep monitoring your case. As soon as there are any updates regarding the withdrawal process, I will inform you immediately.

Thank you for your patience.

I received a letter from them on February 25th about a correction and withdrawal of $200. The rules say withdrawals are due within 48 hours, but I've been waiting 20 days. How can they possibly take 20 days to process a cryptocurrency withdrawal? It's impossible for a cryptocurrency withdrawal to take so long. I think they're deliberately delaying withdrawals so that players won't be able to handle the wait and lose their balance, thereby violating their own withdrawal rules.

They don't withdraw. The 200 withdrawal is still listed at the casino until it's cancelled. There's no processing.

Here we go again. Same old story. They're making up a queue. What kind of queue can there even be? The withdrawal wait is 20 days. Will it take 20 days to withdraw cryptocurrency in 2026? I think they're scammers, but I don't understand what they're counting on. This is the first time I've encountered a casino like this, especially since it's a crypto casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Some team has been reviewing my $200 withdrawal for 30 days. How ridiculous. The withdrawal rules don't work and they only make promises. That's how scammers operate. (Waiting is pointless. I won't cancel the withdrawal on principle.) Every day, the response is template-like. Apparently, they write this to everyone. Lucia, I'm asking for help filing a complaint with the licensing authority where the Sharkroll Casino license was obtained.

Dear Danil454545,

I would like to inform you that, based on our findings, the casino does not hold a valid license. Unfortunately, this means there is no official regulatory authority you can turn to or file a formal complaint with in order to escalate this matter.

I understand this is not good news, especially given your situation. We will still do our best to communicate with the casino and assist you through our complaint process. However, please keep in mind that our ability to enforce any action is limited in cases where the casino operates without proper regulation.

I cancelled the withdrawal and re-set it to $200. Now everything is visible on the screenshots and it's clear. The withdrawal will take up to 4 days. The deadline is Friday. Now it's no longer possible to lie about the payment queue and the unknown waiting time, as they like to answer in the support chat. We'll wait.

Dear Danil454545,

We have made another attempt to reach out to the casino; however, we have not yet received a response. We will continue to monitor the situation for the next 5 days to see if you receive your funds. If we do not hear back from the casino after that period, we may sadly need to close the complaint as unresolved, as effective communication is essential for all parties involved to reach a consensus.

I will keep you informed of any updates I receive from the casino. Additionally, please do not hesitate to update me on any progress on your end.

I already said they were scammers and I disagree with them. They delayed the withdrawal for a month and now they've blocked my account for a far-fetched reason. I played on February 24th and 25th, and back then there weren't any rules like the ones they're talking about now. (They don't mention any rules or anything in the letter, just words.) I played regular slot machines (at the time I played, all slots and slot machines were open for bonus play). The complaint above includes screenshots of what I played, how much I won, and what the turnover was. I'm demanding a $200 payout. They deliberately delayed the withdrawal for a month, thinking I'd lose, and came up with a way to block me. Anyone reading this complaint should know that they're scammers and don't play at this casino.

There was a letter from them back in February saying they were withdrawing $200 from the bonus, and I waited more than a month for the withdrawal until they blocked my account for a far-fetched reason.

Dear Danil454545,

I have reached out to the casino for clarification on this matter. I will keep you informed should I receive any updates.

Let them withdraw the $442 I won from my deposit without a bonus. $200 was pending after the wagering requirement was met. I didn't bother them. They came up with everything they could to avoid withdrawing it. They cheated me out of the $442 I won on my deposit and the $200 I wagered on the slots. And what's more, I wagered my $10 deposit 30 times. This doesn't happen at any casino. My account was closed, and I don't understand why. What kind of violation is this? The letter just contains empty words and no specifics. (WHY DIDN'T THEY IMMEDIATELY CLOSED IT ON FEBRUARY 25TH?) They were stalling. Every day there were promises in the chat and they lied about the payout queue. They thought I would cancel and lose. Where is the rules section and how is it related to this email? I insist on paying out the $442 I won from the deposit without the bonus and unblocking my account.

How can this SHARKROLL casino even have a good rating here on the forum? How did it even get there? There's nothing but negativity about this casino here.

Dear Danil454545,

I’d like to update you on the latest response we’ve received from the casino.

The Sharkroll Casino states that, after conducting an internal audit, they found that you used their no-deposit free spins promotion multiple times in February. According to their terms and conditions, winnings from these free spins are subject to specific rules, including a wagering requirement and a maximum allowed bet while the bonus is active.

Their main claim is that you exceeded the maximum bet limit (set at $2 per spin) during the wagering process. Based on this, they consider it a breach of their bonus terms. As a result, they justified their decision to close the account and adjust (remove) the balance.

In simpler terms, the casino is not disputing that you won, but they are saying the winnings are invalid because, in their view, the bonus rules were not followed.

That said, I understand that this may not fully clarify everything, and their explanation still leaves room for further review. I will now contact the casino again to request more detailed information, particularly clear evidence of the alleged bet limit breaches and how they determined this violation.

Once I receive their response, I will review it carefully and update you with the next steps.

If you have any additional details or your own records (such as screenshots or gameplay history), feel free to share them, as they may help us assess the situation further.

Thank you for your patience, and I’ll be in touch as soon as I have more information.

At the time they were writing about, there were no such rules. All games and bets were open.

Dear Danil454545,

We have attempted to verify whether the Terms and Conditions of the Sharkroll Casino were updated since your gameplay. Unfortunately, we were unable to locate any archived or previous versions of the Terms and Conditions.

The only way to confirm this is to request the casino to provide the version of the Terms and Conditions that was in effect at the time of your gameplay, which we have already done. We are currently awaiting their response.

In the meantime, I would like to ask if you happen to have a copy or any record of the Terms and Conditions that you believe were active during your gameplay. If you do, please feel free to share it with us (you can send it to lucia.s@casino.guru), as it could help clarify the situation.

If no such documentation is available, it may be difficult to conclusively determine which version was in effect, as it would essentially be your word against the casino’s.

I will keep you informed of any updates as soon as we receive further information.

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The Sharkroll Squad . вся хронология событий есть выше в жалобе.вот еще добавлю поэтапно скрины из писем о предложении бонуса о выводе и о том что я смогу вывести 200 долларов. на тот момент это были их условия и положения. В соответствии с нашими Условиями и положениями, снятие средств с выигрышей, полученных с помощью рекламных вариантов, ограничено.

В частности, наше правило гласит:

6.Максимальная сумма, которую игрок может снять с выигрышей, полученных с помощью бесплатных вращений, бонусных средств или любых других безналичных рекламных вариантов, ограничена двумястами долларами (200 долларов США). в письме все конкретно указано и не сказано про ограничения в ставках ( играть можно было во все и по разным ставкам) может быть сейчас уже и нельзя.? изменили бонусную политику. да и сейчас судя по письмам они не дают 600 процентов а дают 400 процентов и правила наверное другие я не знаю так как акаунт заблокирован мой.

I still insist on a payout and account unblocking. After checking with the payout service, I received a specific withdrawal letter and consent to pay out $200. This is the casino's consent, as these were their terms and conditions at the time, as they indicated in the letter with their rules. After reviewing your gameplay, we can confirm that the balance you attempted to withdraw was generated through free spins, bonus funds, or another non-cash promotional option. According to our Terms and Conditions, withdrawals of winnings from promotional options are limited.

Specifically, our rule states:

6. The maximum amount a player can withdraw from winnings obtained through free spins, bonus funds, or any other non-cash promotional options is limited to two hundred dollars ($200). This limit applies regardless of the total winnings, unless otherwise specified in the terms and conditions of a specific promotion.

As a result, you are eligible to withdraw up to $200 from these promotional winnings.

What happens next?

We have adjusted your withdrawal amount to $200 in accordance with rule 6.8.

You can continue your withdrawal request from your wallet as usual.

Any amount above $200 USD received from the promotional option cannot be withdrawn in accordance with the promotional terms and conditions.

Sincerely,

Support Group < < Sharkroll > > >

support@sharkroll .Io

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Go to the Bison Fortune Coins game and start spinning to unleash your wins! Here's the letter from April 12th. I don't know what the current rules are for this bonus? Specifically, I'm basing my argument on the rules they themselves stated in their letter about balance adjustments and the $200 bonus withdrawal limit. Why should I have to prove anything? That my winnings were fair. You yourself wrote that the casino considers the winnings fair. Why was there a specific letter with the rules regarding withdrawal and consent? That's easy to answer. At that time, those were their withdrawal terms. Another question: why did they delay the payment for more than a month instead of immediately blocking the account? And why did they block the account? And why only after a month? Because they couldn't think of anything else but block it completely. I think they've come up with new bonus rules now and are pushing me to adhere to them. BUT I have proof that this isn't how they're presenting it now. I'll leave this letter here again; the rules are listed there, which the casino knew about and agreed to. And another question: why was the account blocked? Everything is also vague and unspecific.

Their main complaint is that you exceeded the maximum betting limit (set at $2 per spin) while wagering. Based on this, they consider this a violation of the bonus program terms. As a result, they justified their decision to close your account and adjust (delete) your balance.

Simply put, the casino does not dispute your winnings, but claims that they are invalid because, in their opinion, the bonus program rules were not followed.

AT THAT MOMENT THERE WERE NO SUCH RULES, AND ALL SLOTS AND PROVIDERS WERE OPEN FOR BONUS PLAY (they checked and adjusted everything). I EVEN PLAYED ONLINE ROULETTE WITH ANY BETS, BUT DID NOT PLAY, AND IT WAS ALSO OPENED WITH BONUS MONEY. IF, ACCORDING TO THEIR RULES, I HAD EXCEEDED THE BET, MY BALANCE WOULD HAVE DISAPPEARED, BUT AT THAT MOMENT EVERYTHING WAS IN PLACE AND EVERYTHING WAS OPEN. THEY JUST NEED TO LIMIT BONUS GAMES BY BET AND PURCHASE AND BY PROVIDER, LIKE AT OTHER NORMAL CASINOS. THAT'S ALL.

We received a response from the casino regarding your case. They explained that your winnings came from a no-deposit bonus in the form of free spins, which, according to their terms and conditions, has a maximum withdrawal limit of $200. Even though you later made a deposit and continued playing, they claim that your balance remained linked to the original bonus, so the withdrawal limit still applies. AND I DO NOT AGREE WITH THIS ALSO. THE BALANCE WAS AT $200, IT WAS NOT AFFECTED AT ALL (the wagering requirement was met), AND IT WAS NOT LINKED, AS THEY SAY. THE WINNINGS WERE FROM AN $11 DEPOSIT TO $442. WHAT, CAN'T YOU WIN FROM $11? I WON FROM 10 DOLLARS TO 5000, THERE WAS THIS.

They're apologizing again!!! Yes, I confirmed the withdrawal of $200 from the no-deposit bonus, and it was received. Was the account blocked for no reason? I'm still demanding the balance of $442 be restored and the account be unblocked.

Dear Sharkroll Casino Team,

Thank you for your recent update.

We would appreciate clarification on several points, as the player remains both confused and concerned about the situation.

In your previous communication, you indicated that the player had breached the bonus terms by exceeding the maximum bet limit and by playing outside of the permitted game category. Based on this, the player’s winnings were initially deemed ineligible for payout.

However, it appears that this position has since changed, and a portion of the winnings has now been paid out. We kindly ask you to clarify the reason for this decision and explain what led to the revision of your initial assessment.

A clear explanation will help the player better understand the situation and allow us to determine the appropriate next steps in resolving this matter.

We appreciate your cooperation and look forward to your response.

Dear Danil454545,

We would like to inform you that we are currently communicating with the casino outside of this thread. We have reviewed the documentation they provided and have requested further clarification regarding the alleged breach of the maximum bet rule, as well as the balance achieved after your deposit.

We will update you as soon as we receive a response from the casino. Thank you for your patience.

Dear The Sharkroll Team,

Thank you for your update.

We truly appreciate that you took our assessment into consideration and decided to pay out the remaining funds to the player, despite your initial position that the player had breached your terms and conditions. Your willingness to act in the spirit of fair gambling and reach an amicable resolution is highly valued.

Dear Danil454545,

Could you please confirm that you have received your funds?

Thank you in advance.

Yes, I confirm that $442 has been received. Has the account been blocked?

Dear Danil454545,

We’re glad to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process.

Please bear in mind that as the casino has paid out all funds belonging to you and no balance remains on your account, they may choose to close or restrict the account in accordance with their terms and conditions. This decision is at their discretion.

Please don’t hesitate to reach out to our Complaint Resolution Center if you encounter any other issues with this or any other casino in the future, we’re always here to support you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Lucia S

Casino Guru