Winshark Casino - Player’s withdrawal has been delayed.

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Hello,

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Dear Amos78,

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.

UPDATE:

WinShark is now claiming that my withdrawal was "transferred 7 days ago," but they cannot provide any proof of payment. They have provided no reference number, no transaction ID, no receipt, no sender bank details, and no confirmation of any kind.

The withdrawal is meant to go into my active savings account, and nothing has arrived. My bank cannot trace a payment without a reference number from the sender, which WinShark refuses to provide.

Instead, they are now demanding two weeks of my private bank statements. This is not a valid requirement and is not consistent with standard payment‑tracing procedures. The burden of proof for outgoing transactions rests with the sender, not the customer.

This appears to be a deliberate stalling tactic. All communication and delays have been documented.

Hello Amos78,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Win shark are asking for a copy of my bank statement that documents all of my transactions to help them review the case. Requesting my private bank statement is not a valid requirement. My bank told me that my statement is not necessary as it can not trace a payment. I have asked numerous times for a reference number, transaction ID, or payment confirmation from win shark and they have not provided this information so there is no evidence that any transfer was made.

Win shark are saying they will not be able to assist without this statement so they can forward it to payment department.

the financial department sent me an email telling me my funds should be in my account and that was 3 weeks ago and still no payment just excuses and no proof of the payment shown.

Dear Amos78, thank you for your response.

Could you kindly provide a bank statement for the relevant period, showing that the payment has not been received?

You can send the information to my email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Hi Attila

I have sent it to your email. I also attatched email on the 20/03/26 saying they paid my withdrawl. As you will be able to see there has been no $700 deposit into my account.

Thanks

[Redacted]

winshark are now ignoring my emails since I have given you my bank statement which clearly shows they never made a deposit into my account for the amount of $700. I have emailed them asking why they never made the deposit of $700 and I also asked several times for proof of payment but they never could show me anything instead requested my bank statement otherwise they were not able to do anything so now they have it they have stopped responding to me. I spoke to their live chat and they said to email customer support and I said I have and they are not replying, live chat could not understand as they were just repeating the same thing. This has been 5 weeks now and still no payment has been made.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Amos78,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Winshark Casino to join this conversation and assist in addressing the complaint.

Dear Winshark Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Amos78, Munya and Atilla,

Thank you for your messages.

We'd like to clarify the situation regarding this case:

We have submitted a request to the payment provider and are currently awaiting their response regarding the transaction discussed in this complaint.

As soon as we receive an update, we will promptly inform you about the status of your payment.

Thank you for your patience.

It means a lot to us.

Sincerely,

Winshark Casino

Winshark said they deposited the funds into my account on Monday and I still have not received anything from them into my account. Not sure why it is taking so long and did not receive anything from them answer as to why it wasnt paid the first either. It has been 4 days now and still no funds into my account

Why are they saying they have submitted a request to the payment provider and are currently awaiting their response regarding the transaction discussed in this complaint.

When they told me on Monday - We are pleased to inform you that your withdrawal request of the total amount of 700 AUD has been processed by our Financial Department.

So I have still not received anything from them again.

Winshark Casino

Thank you for providing the information and for your commitment to resolving this issue. Both the player and I are eagerly awaiting your update after obtaining further details regarding the transaction from the payment provider.

Amos78

I acknowledge your concerns and truly empathize with your situation. I understand that it can be challenging to wait for your payment, and I kindly ask for your patience as we await an update from the casino regarding your transaction.

Hi Munya

Its already been 8 weeks and I have still not received payment.

If payment has been made why cant they provide a bank transfer receipt number so that my bank can track the payment.

Seems like déjà vu all over again.

This is what was sent to me on Monday.

So Mondays email is saying the withdrawal request has been transferred but then yesterday and lastnights emails seems like I have not been paid. A simple request has taken over 8 weeks now and still nothing.

Amos78

I want to express my sincere empathy for your situation again. As we continue to work through the resolution process, I kindly ask for your patience while we await an update from the casino concerning your transaction. Thank you for your understanding.

This is becoming a joke now. They obviously do not want to transfer the withdrawal request to me.

I would like to know why I was told on Monday that it had been processed and now win shark are saying it was not. They just emailed me again I will attach below. I requested this withdrawal 2 months ago.Now I have to wait in the queue for my turn!

Hello, Munya and Amos78,

Thank you so much for waiting.

Dear Munya, we've sent an email with additional information regarding this case to your personal email.

We'll be very grateful if you could find that email from us and to give us an answer.

We'll be waiting for your reply.

Best regards,

Winshark Casino

WinShark has provided multiple contradictory statements regarding my withdrawal.

On Monday, I received an email stating my withdrawal was ‘processed’ and would take 3–5 working days.

However, their later email said the withdrawal is still ‘in the queue’ and awaiting confirmation.

These two statements cannot both be true.

WinShark has not provided any proof of payment, such as:

• A transaction reference

• A payment confirmation or receipt

• The payout timestamp

Without verifiable evidence, there is no indication that the withdrawal was ever sent.

I have responded to all emails and have not received the ‘additional information’ they claim to have sent.

I request that WinShark provide actual proof of transfer or clarify why they issued conflicting information."**

Win sharks sent me another email today saying my withdrawal is currently processed and in the queue and for myself to wait for their confirmation.

so why was I sent an email on Monday saying it had been processed and it will be credited into my account in 3-5 days.

Its only been 2 months now since trying to withdraw the money!😏😡🤔

Hello Munya

**"Thank you for taking over my case.

I need to formally escalate the issue due to repeated contradictions from WinShark and the absence of any verifiable proof of payout.

WinShark sent me an email on Monday stating my withdrawal was ‘processed’ and would take 3–5 working days.

Their later email then claimed the withdrawal is still ‘in the queue’.

These statements cannot both be true.

Despite multiple requests, WinShark has not provided:

• A transaction reference

• A payment confirmation or receipt

• The payout timestamp

• Any evidence that the funds were transferred

They also stated publicly that they sent me ‘additional information’, but no such email was received.

At this stage, I am requesting your direct intervention to obtain actual proof of payment or a clear explanation for these contradictions.

I have cooperated fully and responded to all communication.

The casino has not provided transparency or evidence."**

It is becoming very stressful and frustrating that this is still not resolved.

Hello Munya,

Have you any updates as to when I will be receiving my $700 into my account

kind Regards

Amie

Amos78

Thank you for your messages, which I genuinely appreciate. I fully understand your frustration, and I want to assure you that I am committed to resolving this issue to the best of my ability. As you may have noticed, the casino has reached out to me via email, and I am currently engaged in discussions with them. I will keep you updated as soon as our current exchange is concluded. In the meantime, if you feel comfortable, I would greatly appreciate it if you could share the bank statement for the account you used for your withdrawal request, either in this thread or via email, specifically for the period following your requests. Thank you for your cooperation.

Hello Munya,

I have already provided my bank statement to Attila and Win Shark.

My bank has advised me that I should not be showing my bank statement to anyone as it can not trace a bank transfer that Win shark supposedly paid.

I have asked Win shark

• a payment confirmation

• a transaction ID

• a processing timestamp

• proof the withdrawal was ever approved but they have not produced one.

My bank has told me not to give any more of my personal bank statement details to Win shark as they have not provided any details to myself so my bank could investigate.

winshark has now sent me the same email 5 times now

I am over been lied to from win shark on several occasions about this payment. Why would win shark tell me that the payment has been processed by the financial department on the 20th of April but never was. I will no longer believe anything that win shark tells me. You can not email and say that the payment has been processed and to allow 3-5 business days but then they dont even pay you. If they send and email stating this but never follow through it only proves they lie a out payments being made. I have been emailed 3 different times that this payment was processed and was going to go into my bank account but not once did this occur. This has been the most frustrating experience ever and has caused my anxiety to worsen over the 2 months this has been happening. Why would I be told the payment was going to be i. My account 10 days ago if they did not intend to pay. It just proves they lie and dont even care.

Dear Amos78,

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.

Hello, sorry about late reply but sadly my dog passed away and she was my main concern. I have sent my statement to Winshark with the dates they said they paid me and there is no record of payment from winshark.

Amos78

I am sincerely sorry to hear about the loss of your beloved dog. Thank you for providing the bank statement to the casino.

Winshark Casino

Your feedback and any updates will be greatly appreciated.

Hello Amos78 and Munya,

Thank you for waiting.

Dear Amos78, we're very sorry to hear about the loss of your dog.

Regarding the documents you've sent to us, we'll need a little more time to review them and provide additional details on this case.

As soon as we have an update, we'll let you know here.

Thank you for your cooperation.

Best regards,

Winshark Casino Representative

Winshark Casino

Looking forward to your update soon. Your cooperation and assistance are greatly appreciated.

Over an extended period, I have been provided with repeated, generic assurances that my request is "being worked on" and that I should continue to wait. Despite being advised on multiple occasions that my payment was approved and would be processed within 3–5 business days, no payment has been received, nor has any meaningful explanation been provided for the delay. Win shark continues to delay this process and it has now been well over 2 months now and this is what they are still telling me after them having every thing they have asked for and still cant give an explanation! I stead they send me the following email…..

Our dedicated team is actively engaged in addressing your request and is working diligently to resolve the issue at hand. We kindly ask for your continued understanding as we navigate this process.

We thank you for your comprehension and tolerance. Our Financial Department handles every withdrawal request carefully, processing them based on the time of receipt, following a fair "first in, first served" approach. You can rest assured that we are dedicated to handling all transactions swiftly and effectively.

I am literally fed up with this process!

Oh yeh its Friday and Win shark will drag it out as they don’t work on the weekends so nothing be sorted again. Wind shark are a joke and the worst to deal with

Winshark Casino

I was optimistic for a swift resolution to this case, especially considering the player's willingness to cooperate and the time that has already elapsed in the process of resolving this matter. I would like to remind you that prompt payments to players reflect well on your brand and contribute to a better rating, as you will have fewer complaints.

Amos78

I wish to inform you that, due to a technical error, the casino was unable to provide an update on this thread. They have communicated via email, and I am currently reviewing the documentation they shared. Thank you for your patience; I will provide an update once I have finished reviewing the documents.

Hello Amos78 and Munya!

Thank you so much for waiting.

We understand that cases connected to financial issues can be very stressful.

Thank you so much for your patience.

Since we can now write in the discussion of this complaint, we'd like to inform you that we've recently sent an additional document regarding this case to the player's personal email.

We hope it'll help to solve this issue.

Thank you once again.

Best regards,

Winshark Casino

This document is not proof of payment.

It is an internal system record and is missing all required banking details, including:

• Transaction ID

• Remitting bank name

• BSB/SWIFT/OSKO reference

• Timestamp of transfer

• Confirmation the funds left your account and processed into my account.

Third‑Party Remitter Details" section also contains a significant factual error, listing my state as NSW despite my postcode (6057) and residential address being located in Western Australia.

Australian financial systems automatically validate suburb, postcode, and state combinations, and such a mismatch would not appear on a legitimate bank‑generated document.

As no verifiable proof of payment has been supplied, the matter remains classified as non‑payment.

A legitimate bank document would not contain this error.The payment method shown is ACH, which cannot send AUD to an Australian bank. you have not been able to provide a real bank‑issued transfer receipt, this remains non‑payment.

It been 3 months now and the document you have sent is nonsense. Why has it taken over 2 months for you to send a document which has errors in it which do not match my details.

this doesn’t solve anything. It only Shows that winshark now is sending documents that are not valid.

Since providing my bank statement for verification,2 weeks ago I have started receiving scam calls referencing my bank account. These calls began a week after submitting the document. This raises serious concerns about how Win Shark is handling my personal information and whether my data has been shared or exposed. 

I was advised by my bank account not to give my statement to Win shark as it was irrelevant for them to trace this payment and that my information may become compromised.

This withdrawal has been the worse experience ever. I no longer am willing to deal with win sharks lies.

Winshark Casino

Could you provide your comments on the issues raised?

Hello Amos78 and Munya!

Thank you for waiting.

We're really sorry to hear that you've received such unpleasant calls...

We'd like to assure you that we do not conduct verification over the phone, nor do we request any personal data via phone calls.

All your data is securely stored, and we do not share personal information with third-party services.

Therefore, we are not behind these "scam calls."

From our part, we recommend blocking these numbers and refraining from answering such calls.

Also, we recently sent an email to the player (Amos78) explaining the details in the document we shared a few days ago.

Dear Amos78,

Please review that email, which was recently sent to you.

We'll be waiting for your reply.

Best Regards,

Winshark Casino

Amos78

I would appreciate your update after reviewing the email from the casino.

The PDF you provided is not a bank‑issued transfer receipt. It contains incorrect personal information (listing my state as NSW instead of Western Australia) and lacks all mandatory banking identifiers, including:

• Transaction ID

• Sender bank name

• Sender account details (masked)

• Timestamp of transfer

• Bank reference number

• Confirmation that funds left your account

The document contains only internal system references, which my bank has confirmed cannot be used to trace any payment. There is no evidence that a transfer was ever executed.

You tell me to check with my bank and this is now costing myself money to do these checks. I am not willing to pay anymore money as this os a joke and inconvenience.

My data has been compromised also which is very stress-full.

Winshark you have taken over 3 months to now produce a pdf copy of i ternal references.

As I said I was lied to by win Shark on 2 separate occasions about this payment being approved and processed and would be in my account, only for me to ask why the payment is still not in my account and for me to be told to wait 3 to 5 business days or that it is currently in a first and first served order and will be attended to.

so since when shark can blatantly tell me lies which I have proof of emails from them of payment going into my account I am not willing to believe anything further. They have to say this process has been ridiculous and I want nothing more to do with them.. Doesn’t show very good professionalism if they are willing to lie to their customers. And Win Shark cannot give me a reason why they have lied to me about this on two separate occasions. Instead they avoid the question.

Winshark Casino

Could you please address the concerns raised by the player? I previously reached out via email to seek clarification on the proof of payment you provided, but I have not yet received a response. Your assistance in this matter would be greatly appreciated, as it is important to protect the integrity of your brand. Thank you for your attention to this issue.

Dear Amos78 and Munya,

Thank you so much for waiting.

We understand how frustrating it can be when you are waiting for updates about the financial complaint, and we're really sorry that we can't provide an answer immediately.

The document that we sent to the player was provided to us by the payment system.

Since the player said that the bank confirmed that there is not enough information in that document, we've made a request to the payment system again.

We are really sorry for the delays, but we can't provide an immediate update until we get an update from the payment system.

We'll be happy to provide an update as soon as we have an answer from the payment system.

And we hope that we'll receive this answer soon.

Thank you for your patience and understanding once again. It means a lot to us.

With best regards,

Winshark Casino Representative

Winshark Casino

I would appreciate a timely update from you, as much as I would appreciate a response to my email.

Dear Amos78 and Munya!

We are really sorry for the delay in our response.

Thank you so much for your patience.

We'd like to inform you that we've recently sent additional information regarding this case to the player's personal email.

We really hope that this additional information will help to solve this issue.

Thank you once again.

Best regards,

Winshark Casino

To Winshark,

This issue has been ongoing since 10 March, and your latest message is just another attempt to stall.

You have also not told me why I was lied to about these payments being accepted and would be in my account in 3-5 business days.

The information you provided — "Instruction ID", "Withdrawal Confirmation ID", "UUID", and internal ACH references — are not banking transaction identifiers. They are internal system codes generated by your payment processor and have zero relevance to the Australian banking network.

My bank does not trace payments this way. For you to require for my bank to do an investigation on an ACH is not possible.

To date, I have not received the funds in my bank account. I have contacted my bank, and the information previously provided to me (Instruction ID, Confirmation ID, and UUID) is not sufficient to verify or trace a payment.

A legitimate bank transfer receipt MUST include:

• Official proof of payment or remittance

• Sender bank name

• Sender account number

• Recipient BSB + account number

• Date and exact time of transfer

• A real bank trace ID

• Transfer method compatible with Australia (OSKO, SWIFT, domestic transfer)

• Proof the funds actually left the sender’s account

Your document contains none of these mandatory elements.

Your demand for a "written statement from my bank" is completely inappropriate. Banks do not issue statements about non‑existent transactions. They can only trace real banking activity, and you have not provided any evidence that a real transfer ever occurred.

At this point, your refusal to provide a proper bank‑issued transfer receipt is noted. I have requested this information for 2 months now.

Until you supply actual proof of payment, this withdrawal remains unpaid.

Provide a legitimate bank transfer receipt.

This is becoming a joke now as they have repeated there excuses so many times delayed the matter and made up lies for nearly 3 months now. It tool them over 2 months to produce a internal record that is of no use and it also has the incorrect state of NSW and I am in W.A.

I have asked for proof of payment for 10 weeks and still have not been provided one.

Dear All,

Thank you for your continued cooperation. Based on the information available so far, the burden of proof lies with the casino. As raised by the player, the case would progress meaningfully if WinShark could provide verifiable evidence that the withdrawal was successfully transmitted. This could include a transaction reference, payment confirmation, processor receipt, or equivalent documentation.

I would ask the casino to clarify if the document they have already shared is the only proof of payment they have?