The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting the complaint. Their money had not been received yet. The Complaints Team had informed the player about the typical processing times for withdrawals and had advised patience while the KYC verification was completed. After the recommended waiting period, the Team had reached out for updates but had received no response from the player, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future.
SpinShark Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: £2,029
SpinShark Casino
Safety Index:LowCase summary
Discussion
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4 months ago
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Complaint – £2,029 Withdrawal from SpinShark.com (Deposit Bonus, Verified, Fully Within Terms)
Subject: £2,029 Withdrawal – Fully Verified, Within Bonus Terms, Support Confirmation Provided
Hello Casino Guru Team,
I’m submitting a complaint regarding a £2,029 withdrawal from SpinShark.com. I completed all wagering on my deposit welcome bonus, stayed within the stated limits, and have full KYC verification.
Summary:
Casino: SpinShark.com
Account: [your registered email or username]
Withdrawal amount: £2,029
Request date: [insert date]
Bonus type: Deposit Welcome Bonus (not a no-deposit or free-spin-only bonus)
Max bet: Never exceeded £5 per spin or feature round
Game played: Blast the Bass (also the slot used for the welcome free spins)
Verification: Completed and confirmed by support
Status: Withdrawal pending
Relevant Terms:
Section 3 – Maximum bet during wagering £5 ✅
Section 5 – Maximum cash-out from deposit-bonus winnings £5,000 ✅ (my win = £2,029)
Section 8 – £300 cap applies only to no-deposit or stand-alone free-spin offers ❌ not applicable
To clarify: the £300 limit applies only if the player’s total win comes exclusively from the free-spin portion of an offer. My free-spin winnings were minor; the majority of my balance and the £2,029 win came from wagering my deposit and bonus funds together. This interpretation is supported by SpinShark’s own live-chat confirmation.
Game compliance:
Blast the Bass is not listed on SpinShark’s restricted "accumulating games" page.
After completing wagering, I contacted live-chat support (agent Samia) to verify everything. She reviewed my account and confirmed:
"I can see that you wagered successfully; this is great. Also, your transaction is pending, so far all appears to be set."
When I asked, "so no issues playing Blast the Bass?", she replied:
"Not at all, all is good 🙏."
Finally, I asked about verification and win limits, and she confirmed:
"You won within the max win limit, so it is not a cause for concern."
These statements clearly show the casino verified my play history, accepted the game choice, and confirmed my win was within permitted limits.
I am submitting this complaint pre-emptively in case of any delay or retroactive interpretation. Screenshots of the live-chat conversation and my gameplay history are available upon request.
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4 months ago
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.
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4 months ago
Dear Helterskelter22,
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
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3 months ago
Dear Helterskelter22,
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.
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3 months ago
Dear Helterskelter22,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
