Winshark Casino - Player's withdrawal is delayed and restricted.

I deposited to Winshark using my Visa card, and so when I tried to withdraw I noticed they do not have an option to withdraw using the same method I deposited with. This became a massive problem. So I contacted live chat on Winshark and they told me to deposit a small amount of crypto and then I could withdraw to that method. So I did that, and the KYC dept cancelled and told me I had to use the method I deposited with. WHICH IS NOT AN OPTION.

please help.

i want to send it to my crypto wallet as i said before.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winshark Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted support and protested the decision of the casino to cancel your payout, despite following its recommendation?
• Have you made sure to wager the deposited amount, if it was required?
• Have you passed account verification recently or in the past?
• Have you made successful previous payouts from the casino?
• Could you please share with me your communication with the casino regarding the issue when you attempted to resolve the situation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes I’ve argued, yes I played the required amount, yes I’ve passed KYC, no I haven’t withdrawn there before, and I deposited using my Visa card. When I went to withdraw, I noticed they don’t have an option to withdraw to a Visa or Mastercard. So I contacted the live chat, and they told me to deposit a small amount of crypto using a crypto wallet, then I could withdraw to that. So I did, and it has been cancelled every time. It always prompts "You must withdraw to the same method you deposited with"

well they don’t have credit card as an option to withdraw to.

i did look and see that there have been a lot of the same issue with this casino. So it is a reoccurring theme that this casino does not want to pay out winnings. I’m not sure why they have such a high safety rating. This casino should be blacklisted for this.

Thanks for your reply.

• Have you saved your communication where the casino recommended that you make a deposit using crypto?
• Have you saved your communication explaining the situation and the casino's responses?

Send it to my email at tomas@casino.guru

I apologize for the inconvenience.

No I did not, however, there is 2250 owed to me now and I have lost a lot more to the casino. Now they keep asking to send pics of my cards. And then I do, and a few days later they ask again. It’s ll about the stalling.

Dear Hawestyle,

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, Michal (michal.k@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,

Tomas

Hello Hawestyle,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Winshark Casino to join the conversation.

Dear Winshark Casino,

While it is generally considered an industry-standard practice for players to withdraw their winnings using the same payment method that was previously used for deposits, could you please clarify how the player could reasonably be expected to comply with this requirement when Visa and Mastercard withdrawal options are not available for them on your platform?

As the player stated, your live chat support reportedly advised them to make a small cryptocurrency deposit using a crypto wallet, after which they would be able to process their withdrawal through that method. However, despite following these instructions, the player's subsequent withdrawal requests were cancelled.

Based on the circumstances as described by the player, the issue appears to stem primarily from the casino's inability to offer the same payment method for withdrawals, rather than from any failure on the player's part to comply with the established procedure.

Could you, therefore, please explain why the player's issue has not yet been appropriately resolved and whether there are any steps being taken to facilitate the successful processing of their withdrawal?

Thank you in advance for your clarification and cooperation.

Dear Hawestyle and Michal,

Thank you for your patience.

We have reviewed the player’s withdrawal history and can confirm that all previously requested payments have been successfully processed. The final withdrawal was cancelled by the player themselves, so no further action is required from our side.

At this point, all financial matters regarding this case have been resolved. Should the player have any remaining questions, our team remains available to provide further clarification.

Thank you once again.

Best regards,

Winshark Casino Representative

Thank you for your response, Winshark Casino Representative.

Could you please confirm which payment method the player ultimately used to withdraw their winnings?

Dear Hawestyle,

According to the response from the Winshark Casino Representative, all previously requested payments have been successfully processed, while the most recent withdrawal request was reportedly canceled by you.

Could you please confirm whether the situation has now been resolved, or if you still require assistance with anything further?

Dear Michal,

The withdrawal was processed via Skrill. It was a transfer to an e-wallet.

We hope that this information helps.

Thank you for the assistance.

Sincerely,

Winshark Casino Representative

Dear Hawestyle,

We are extending the timer by 3 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.

Dear Hawestyle,

While it appears that the matter has been clarified, and you have received the withdrawals we have not received confirmation from you on whether this case can be considered sufficiently addressed or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected. I would like to thank the casino team for their cooperation.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru