Shark Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Dear Casino Guru Team,

I would like to provide an update regarding my complaint against Shark Casino.

After receiving their final decision, I contacted the casino and formally requested a detailed explanation of the alleged "bonus abuse" and "linked accounts," including any supporting evidence. However, I have not received any response from them to this day.

I would also like to highlight several serious concerns regarding this case:

I was asked to complete KYC and submit my identification documents, which I did in full cooperation. Only after this process was completed, my account was suddenly closed and my balance confiscated. This sequence of actions appears highly inconsistent and unfair.

The casino has not provided any concrete evidence to support their accusations. Their claims remain vague and general, without specifying what exact actions allegedly violated their Terms and Conditions.

Despite claiming serious violations, the casino still issued a $2,000 payment as a "gesture of goodwill." If the violations were truly clear and proven, this payment seems contradictory and raises further doubts about the validity of their decision.

Given these points, I believe this case has not been handled in a fair or transparent manner.

I kindly ask for your assistance in requesting a proper explanation and supporting evidence from the casino.

Thank you for your support.

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you had $3140 (dispute value) in your casino account before you lost access to it?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for your response.

Please find my answers below:

I can confirm that no one from my household or using the same IP address has created or used an account at this casino.

I mainly played the casino’s original crash game.

Yes, that is correct — I had a remaining balance of $3,140 which I was unable to withdraw.

Although I received a first deposit bonus, I did not activate or use it at any point.

Please let me know if any additional information is required.

Best regards

Thank you very much for your reply, kai9nn. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Kristina,

Thank you for your message.

I have forwarded all relevant email correspondence between myself and the casino to your email address, including the communication related to my KYC submission.

At this point, I have only received the initial confiscation notice from the casino and one follow-up response. After that, I contacted them again requesting a detailed explanation, but I have not received any further reply.

Please let me know if you need anything else from my side.

Best regards

Could you please clarify when exactly you lost access to your casino account?

Dear Kristina,

According to the email I received from the casino, I lost access to my account on May 8, 2026.

The email sent on 2026/05/08 at 17:27 (JTC) informed me that my account had allegedly violated the Terms and Conditions, that my winnings had been confiscated, and that my account had been permanently closed.

Following receipt of that email, I was no longer able to use the account normally.

Best regards

Dear kai9nn,

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,

Kristina

Hello kai9nn,

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 Shark Casino to join the conversation.

Dear Shark Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kai9nn,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Shark Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, and does not clearly state their designated ADR mediator in their terms and conditions, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action, which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I wish I could be of more help.

Best regards,

Michal

Casino Guru