Winshark Casino - Player's winnings are delayed by repeated verification requests.

Dear CasinoGuru,

On Friday, January 17th, I created a gaming account at WinShark Casino. I won a prize on a slot machine, and when I tried to withdraw, I couldn't. My account then went through verification. After a long and difficult process, submitting a lot of documents, my account was finally verified.

I continued playing and won a larger amount that I attempted to withdraw again. I set the amount for withdrawal on January 18th, 2025. I had a withdrawal of 3,700 DKK, which is the maximum, and another of 3,016 DKK. After a day with no activity, I canceled the 3,016 DKK withdrawal and kept playing. I won again on the same slot machine and set two withdrawals of 3,700 DKK each on January 19th, 2025. I also had an additional 4,600 DKK in my gaming account that I couldn’t withdraw because there were already three withdrawals in progress. Today, January 20th, 2025, I received an email from WinShark requesting documentation for the 250 DKK I deposited via ApplePay using the same credit card they have already verified!? I feel like I’m being harassed and am unsure if this casino is even legitimate and pays out winnings. I have now sent them documentation that the 250 DKK was deposited using the same card, just via ApplePay, which they offer as a payment solution.

I hope you can help me get my winnings paid out because dealing with their customer service is not easy. They avoid exact answers and constantly refer to KYC and standard responses from the FAQ.

Thank you in advance for your help! 😊

Dear Achraf-87, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise if you submitted the proof of your 250 DKK deposit as requested? If so, when exactly did you send it to the casino?

Have you made sure that the document is in the correct format and that it contains all your personal information necessary for verification?

Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Hi Veronica,

Thank you for your support and response to my complaint. 🙏🏽😊

I haven't used any bonuses.

I deposited 250DKK via ApplePay 2 times on January 18, 2025 at 2:32:18 PM which I lost.

Deposited 250DKK again at 15:22:34 and started playing and winning, then continued playing with the winnings, where yesterday I achieved a total winnings of 12,000 DKK, I initially had 3,700 DKK to be paid out from January 18, 2025 with them, so I could only make another 2 x 3,700DKK to be paid out.

So now there is a total of 3 x 3,700DKK pending payout and 4,600.50DKK in my gaming account, which I unfortunately have to divide again over 2 payouts when the 3 are processed, as they max out at 3,700DKK per day.

My account was verified by the casino already 3 days ago. But suddenly they demand documentation for the one 250DKK I deposited - that's okay too, as they have the right to demand additional documentation. But why right when I win 12,000DKK?? Because everything was verified, I haven't used another credit card, bonus, or anything else - it's just not fair that they try to delay the process by continuing to charge the same documentation - since it's the same credit card with the same name and card number and bank, just used via ApplePay instead of the normal old-fashioned entry of card number/expiration/ccv code. They offer ApplePay, so the players probably use what's easiest, but again it's the same credit card because they only have 1 credit card.

I sent them documentation today, January 20, 2025 - they asked for a (screenshot) of my online banking because the 250DKK as well as my account and card number appear on the same screen.

I just feel like they are harassing the players and trying to buy time in the hope that the players will give up or choose to gamble their winnings.

I have been in contact with their customer service "Chat" - several times both on January 17th and today January 20th, without a worthy response from them, they constantly refer to hearing from their KYC. I have written several emails to their KYC, no response.

FYI: I have video and photo documentation of everything, both history, their chat, my deposits, pending withdrawals, emails that I am verified, winnings history, play rate, winnings in the game, play ID.

Dear Casino Guru,

Since the scammers never paid out anything - and they didn't react to anything or act 1mm in the sensible direction, I chose to go in and have fun playing DKK 15,700 down to 0.00, which is what their strategy is set up for.

To ALL OF YOU READERS - STAY AWAY FROM WinShark Casino - if you get your winnings it takes + 1 month of waiting, and you have to fight a battle that is insane, handing over all your private information, to no avail! Play at European casinos, they require nothing more than proof of your credit card 1 time, and you have your winnings max 3 days after.

Thanks for opening the case, but I don't think it has had any effect!

Just close this case, please!

Greetings, Achraf-87!

Thank you for sharing your experience with us. We would like to offer more details regarding your case.

Your first withdrawal request was submitted on the 17th of January 2025. Please note that account verification process was initiated on the same day, and successfully completed. However, this withdrawal request was subsequently canceled by you.

New withdrawal requests were placed on January 18 and 19, 2025, during the weekend, which falls outside the working hours of our Financial Department.

On January 20, 2025, the Financial Department requested additional documents due to the use of a new payment method associated with your deposits over the weekend. As outlined in our Terms and Conditions:

Point "3.1 Winshark may at its discretion at any time: request additional documents at any time to verify the identity of an account owner."

Subsequently, on January 21, 2025, our Financial Department confirmed via email that the requested additional documentation had been received. However, all pending withdrawal requests were canceled by you afterward.

Thank you for understanding.

If you need further assistance, do not hesitate to reach out to our dedicated support team by live-chat or email.

Warm regards,

Winshark Casino Representative

Dedicated F***ING LIARS! - Stop your love for the customer now - with regards, etc.

You guys are scammers - and you know it, you little pig on that payroll - you and your company can run me someplace 🖕🏽

You are intractable, have sent you more than I have ever sent to any authorities.

Btw, is there a serious casino or supermarket that is closed on Saturday and Sunday!?

F**k off with your standard answers, and your "we do it by the book" making customers wait forever to show up and play honest in here on a complaint. F**k off!

Dear Winshark Casino representative,

Thank you very much for reaching out and providing a more detailed explanation regarding the player's case.

Dear Achraf-87,

Please note that the KYC verification process is a crucial step where the casino must manually review your documents to confirm that you are their rightful owner. Since these checks are conducted during regular working hours, it may take several working days for your documents to be assessed and approved. I understand how tempting it might be to cancel your withdrawal requests and continue playing, but please keep in mind that this puts your funds at risk. When you lose your balance, we are no longer able to assist you.

Additionally, I must remind you that the use of offensive or intimidating language is not acceptable. Any further attempts to verbally attack or intimidate Casino.Guru representatives or casino staff members may result in the permanent blocking of your profile on our website. Our goal is to assist players, but we adhere to a strict zero-tolerance policy regarding such behavior.

As the balance in your account is now zero due to regular gameplay, we regret to inform you that this complaint will now be closed. Thank you for your understanding, and I’m sorry we could not be of more help on this occasion.

Best regards,

Veronika