The player from Finland had been waiting for over two weeks to withdraw his €300 winnings from Winshark Casino. After providing the necessary KYC documents and having his account verified, he encountered further delays in the withdrawal process, with no response from customer support. The Complaints Team attempted to clarify the situation by asking the player several questions but received no response. Due to the lack of communication from the player, the complaint was closed without further investigation. The player was informed that he could reopen the complaint in the future if he wished to continue.
Winshark Casino - Player faces delayed withdrawal from casino.
Closed
Our verdict
Player stopped responding
Amount: €300
Winshark Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Yeah, so I played at Winshark Casino and with a few dozen deposits I won €300 which I wanted to withdraw. Of course KYC required documents. No problem, I sent the required documents and waited a few days until I saw a message in my email that they required a picture of my bank profile. I sent this to them. After a few days I went to check again and asked if the matter had progressed. Apparently I hadn't sent a picture of my bank. Well, I sent it again and had to wait again.
Finally my account was verified. I asked how long it would take for my withdrawal and was told 3-5 business days from account verification. Now I have been waiting for 7 or even 8 days. No money in my account. Withdrawal still being processed.
The other day I asked in live chat what was going on and they only said that you have to send your inquiries to their KYC email. So I sent an email. No response.
From what I've read in the reviews, it seems like I'm not the only one who refuses to pay out winnings or give correct answers, but instead deliberately delays.
What can I do in this situation to get my money?
Automatic translation:
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2 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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When exactly was your account verified?
- Did you accumulate your winnings with or without a bonus?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- When was the last time the casino communicated with you regarding the status of your withdrawal request?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Dear Janesii,
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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1 month 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,
Veronika
Casino.Guru
