Winshark Casino - Player's account has been closed and funds are delayed.

​My Winshark Casino account was permanently closed, and the casino is withholding my remaining balance of approximately 460,000 HUF.

​Initially, there was a delayed deposit issue which prompted me to file a bank chargeback request. However, that bank-side dispute has now been officially and successfully resolved in full, and the disputed funds have already been returned to my bank account. Furthermore, I have successfully completed all required KYC verification procedures with the casino.

​Despite having no open bank disputes or external barriers remaining, and despite my repeated inquiries, the casino's support keeps sending generic automated delay responses ("your request is under review") and refuses to process the payout of my remaining balance. According to their own Terms and Conditions (sections 5.3 and 14.4), players with positive balances in closed accounts are entitled to request withdrawals.

​I kindly request Casino Guru's assistance in mediating this case so that Winshark Casino processes the payout of my remaining funds.

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Dear jeromos.jeromos,

Thank you very much for submitting your complaint. I am sorry to hear about the closure of your account and the difficulties accessing your remaining balance.

To better understand the situation, could you please clarify the following:

• Have you successfully completed KYC verification?
• Did you accumulate the remaining balance of approximately 460,000 HUF through slots, live casino games, sports betting, or a combination of these?
• Did you use any bonuses while accumulating this balance?

Thank you very much for your cooperation.

Karla M.

Dear Karla,

​Thank you for taking over my case. Here are the answers to your questions:

​Yes, I have successfully completed the required KYC verification procedure with the casino.

​I accumulated the remaining balance through playing casino games.

​No, I did not use any bonuses while accumulating this balance.

​Thank you for your help!

Dear jeromos.jeromos,

Thank you for providing the additional information.

Unfortunately, we are unable to proceed further with your complaint.

Please understand that online casinos generally consider initiating a chargeback to be fraudulent conduct. From the casino's perspective, a chargeback means that a player has requested the reversal of a payment that had previously been authorized.

At Casino Guru, we do not investigate complaints concerning funds where a chargeback has been initiated or threatened. This applies even if the chargeback dispute has subsequently been resolved with the payment provider.

Please also be aware that a history of chargebacks may cause difficulties with online casinos in the future, as casinos may consider players with previous chargebacks to represent an increased payment risk.

As you confirmed that a chargeback was initiated in connection with your transactions with Winshark Casino, we are unfortunately unable to intervene in the subsequent account closure and withholding of the disputed funds.

For this reason, your complaint will now be rejected.

Thank you for your understanding.

Best regards,

Karla M.