Winshark Casino - Player believes that their withdrawal has been delayed.

Hello,

I opened an account on the SharkCasino platform, where no address verification was required at the time of registration. Address verification was only requested when I wanted to withdraw money to my account.

At the moment, the casino requires proof of address in the form of a bill. I sent them my electricity bill and my most recent medical bill and attempted to upload them to their gaming platform. Unfortunately, their system states that these documents are not acceptable, without specifying the reason for rejection.

I do not have any additional contracts or bills to provide. Should I contact my electricity provider to request a bill formatted exactly as SharkCasino requires? Or am I expected to enter into new contracts with Estonian companies in order to submit different bills, hoping that one of them will be accepted?

I have sent emails to kyc@winshark.com

, but to this day I have not received any response.

I have also discovered that there have been previous issues involving this company. If they are very concerned about strict legal compliance, then the following questions arise:

Why is address verification not required before allowing a person to open an account and start playing?

Why is customer verification only enforced when a withdrawal is requested?

I have found information suggesting that this casino should not be operating in Estonia, yet I was still granted access to the platform.

https://tasutaboonus.ee/en/winshark-casino/

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Dear tyybel,

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

Dear tyybel,

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.

Dear tyybel,

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.

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,
Karla
Casino.Guru