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I am submitting this complaint regarding inconsistent bonus wagering calculations and refusal to allow withdrawal of my real money deposit.

Timeline of events:

I deposited $10.

I used promo code free spins and received winnings.

Support initially informed me that:

Total required wagering was 2520.

I had already wagered 2266.84.

Remaining amount required was approximately $253.

Later, support completely changed the calculation and informed me that:

I had $40.9 winnings with x40 wagering.

I had $82 S&W winnings with x30 wagering.

Total wagering required was $4096.

I had only wagered $211.

I now needed to wager $3885 more on slots only.

These numbers directly contradict the previous calculation provided by support.

I requested:

– cancellation of all bonus funds

– removal of all promotional winnings

– release of my real money deposit ($10)

The casino refused, stating that the bonus cannot be cancelled because I already used it.

I consider this practice unfair because:

The wagering amount was changed significantly.

The calculations are inconsistent.

I am not allowed to withdraw even my original deposit after requesting bonus removal.

I am requesting:

Removal of all bonus-related funds and winnings.

Release of my original $10 deposit for withdrawal.

Clear and transparent written explanation of how the wagering was calculated.

I have full screenshots of the conversation and all calculations provided by support.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Are you in any affiliate relationship with Sharkroll Casino?
• Could you please send me a link or a screenshot of the bonuses you activated and played with?
• Could you kindly specify how you received the free spin bonus for which you have not finished wagering the winnings?
• Could you please specify how much money you won from the bonus and how much was accumulated through the referral program?

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

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear fulerosik,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika