Winshark Casino - Player’s withdrawal has been delayed.

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.

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.