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Hello! I need help withdrawing $442. On February 24th, I played with the 20 spins no deposit bonus code and won a large sum of over $2,000. The wagering requirement was met. I played some more and decided to withdraw $700, but the withdrawal was canceled because I didn't have a deposit. I contacted the chat and was told to make a minimum deposit, roll over my deposit 20 times, and withdraw $700, which I did. (I'm attaching screenshots of the correspondence to the complaint.) The next day, the withdrawal of $700 was canceled, citing the rules, which state that I was playing with the bonus and the payout could only be $200. THIS BALANCE WAS LATER ADJUSTED AND THEY LEFT ME ONLY $200. They wrote about this in an email. (The withdrawal of $200 has still not been received.) I agree with the rules regarding withdrawals from the no-deposit bonus being $200, but I disagree with the fact that my entire balance was cut after I made a deposit. Where did I manage to go from $11 to over $500? They simply stole $442. I won those $442 later from my deposit without the bonus. I ask for help and a refund of $442. (I'm attaching all screenshots to the complaint.)

Здравствуйте! прошу помощи с выводом 442 доллара. 24 февраля играл на бонус код 20 спинов бездепозита. удалось выиграть крупную сумму более 2000 долларов. вейджер был завершен. играл еще и решил вывести 700 долларов но вывод отменили по причине того что не было депозита. обратился в чат на что мне сказали сделать минимальный депозит прокрутить мой же депозит в 20 раз и ставить 700 на вывод что я и сделал.( скрины переписки прилогаю к жалобе).на следующий день вывод 700 отменили и сослались на правила то что я играл на бонус и выплата может быть только 200 долларов. ДАЛЕЕ БАЛАНС БЫЛ СКОРЕКТИРОВАН И ОСТАВИЛИ МНЕ ТОЛЬКО 200 ДОЛЛАРОВ об этом написали в письме. ( вывод 200 все еще не получен). я согласен с правила что вывод с бездепа 200 долларов но я не согласен с тем что срезали мой весь баланс после депозита. где удалось с 11 долларов подняться до более 500 долларов 442 доллара они просто украли ведь эти 442 доллара я выиграл уже позже со своего депозита без бонуса. прошу помощи и вернуть 442 доллара . ( все скрины прилагаю к жалобе).

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Dear Danil454545,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

ADDITIONS TO THE COMPLAINT VERIFICATION WAS COMPLETED VIA SAMSUNG AND VIA CASINO EMAIL

ДОПОЛНЕНИЯ К ЖАЛОБЕ ВЕРЕФИКАЦИЯ ПРОЙДЕНА ЧЕРЕЗ САМСУБ И ЧЕРЕЗ ЭЛЕКТРОННУЮ ПОЧТУ КАЗИНО

They say withdrawals are processed within 48 hours, but more than 48 hours have passed and I haven't received anything. They're apologizing, thus violating their own withdrawal rules. Verification was completed via SamSub and email, and the minimum deposit for withdrawal was made. I still haven't received anything.

они пишут что вывод по правилам 48 часов но прошло более 48 часов я ни чего не получил и они извиняются тем самым нарушая свои же правила по выводу средств. процедура верефикации пройдена через самсуб и электронную почту депозит минимальный для вывода сделан . я все еще ни чего не получил.

That's how they write the same thing every day. The gist remains the same: apologies and promises. It's like a kindergarten, not a serious casino. I still haven't received the $200? What happens next? How else are they going to give me $442?

вот так они пишут каждый день одно и тоже суть не меняеться извинения и обещания какой то детский сад а не казино серьезное. 200 долларов так и не получил ? далее не известно ? как они еще будут отдавать 442 доллара.

Dear Danil454545,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven't received $200 after the correction and write-off. Support responded. They do the same thing every day. With such vague answers, can they keep checking for a year?

200 долларов не получил после кориктировки и списания . в поддержке отвечают каждый день одно и тоже. с такими не конкретными ответами они так могут и год проверять?

I asked about the verification process and deadlines. Support is unclear, just promises. Every day they talk about waiting and some kind of workload. What kind of workload is this that I haven't been able to receive my winnings for 15 days already?

спросил про регламент и сроки проверки . поддержка не внятная только одни обещания. каждый день говорят про ожидание и про какую то нагрузку? что за такая нагрузка что я не могу получить выигрышь в течении уже 15 дней?

I asked about the verification process and deadlines. Support is unclear, just promises. Every day they talk about waiting and some kind of workload. What kind of workload is this that I haven't been able to receive my winnings for 15 days already?

спросил про регламент и сроки проверки . поддержка не внятная только одни обещания. каждый день говорят про ожидание и про какую то нагрузку? что за такая нагрузка что я не могу получить выигрышь в течении уже 15 дней?

It's simply impossible. It's the same thing every time. With answers like these, they can endlessly check and simply promise a conclusion and apologize. And then ask you to wait some more. only when?

это просто не возможно. каждый раз одно и тоже. с такими ответами они до бесконечности могут проверять и просто обещать вывод и извиняться. и просить еще ждать . тлько когда?

Dear Danil454545,

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, Lucka, lucia.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,

Karla Mayfly

Hello Danil454545,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

support@sharkroll.ioThey wrote to me from this email about withdrawing $200. Apparently, this is their contact information. I wrote to this email earlier, but they haven't responded. The $200 withdrawal is still listed in the casino; apparently, they don't want to withdraw it.

support@sharkroll.io с этой почты они мне писали по выводу 200 долларов . видимо это их контакт . я писал ранее на эту почту они не отвечают мне? вывод 200 так и висит в казино не хотят видимо они выводить.

As always, they've been writing the same thing for 20 days already. What kind of casino is this?

как всегда одно и тоже пишут 20 дней уже.что это за казино такое?

Dear Danil454545,

We have received a response from the casino regarding your case. They explained that your winnings originated from a no-deposit free spins bonus, which carries a maximum withdrawal limit of $200 according to their terms. Even though you later made a deposit and continued playing, they state that the balance remained linked to the original bonus, so the withdrawal cap still applies.

This means that any amount above $200 is considered non-withdrawable under their rules. However, the casino confirmed that you are entitled to withdraw the $200, and this payment is currently under review and has been escalated for processing.

I will remain in contact with the casino and keep monitoring your case. As soon as there are any updates regarding the withdrawal process, I will inform you immediately.

Thank you for your patience.

I received a letter from them on February 25th about a correction and withdrawal of $200. The rules say withdrawals are due within 48 hours, but I've been waiting 20 days. How can they possibly take 20 days to process a cryptocurrency withdrawal? It's impossible for a cryptocurrency withdrawal to take so long. I think they're deliberately delaying withdrawals so that players won't be able to handle the wait and lose their balance, thereby violating their own withdrawal rules.

так письмо было еще 25 февраля от них. о корректировки и выводе 200 долларов . по правилам вывод через 48 часов а я жду 20 дней. как так они рассматривают и обрабатывают вывод на криптовалюту 20 дней? такого не может быть что бы так долго вывести в криптовалюте. считаю что они специально затягивают выводы что бы игрок не выдержал ожидания и проиграл баланс. тем самым нарушая свои же правила по выводу средств.

They don't withdraw. The 200 withdrawal is still listed at the casino until it's cancelled. There's no processing.

не выводят они. вывод 200 так и стоит в казино до отмены. нету ни какой обработки.

Here we go again. Same old story. They're making up a queue. What kind of queue can there even be? The withdrawal wait is 20 days. Will it take 20 days to withdraw cryptocurrency in 2026? I think they're scammers, but I don't understand what they're counting on. This is the first time I've encountered a casino like this, especially since it's a crypto casino.

вот опять. одно и тоже. придумывают очередь. ну какая может быть очередь? ожидание вывода 20 дней. в 2026 году выводить криптовалюту по 20 дней? я так думаю что это мошенники но на что они расчитывают не понятно? я с таким казино впервые столкнулся тем более это крипто казино .

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.

Some team has been reviewing my $200 withdrawal for 30 days. How ridiculous. The withdrawal rules don't work and they only make promises. That's how scammers operate. (Waiting is pointless. I won't cancel the withdrawal on principle.) Every day, the response is template-like. Apparently, they write this to everyone. Lucia, I'm asking for help filing a complaint with the licensing authority where the Sharkroll Casino license was obtained.

30 дней команда какая то рассматривает вывод 200 долларов . как смешно. правила вывода не работают и только одни обещания . так поступают мошенники.( ждать бесполезно . вывод я отменять не буду из принципа) . каждый день ответ как по шаблону. видимо всем они так пишут. Lucia прошу помощи по написанию жалобы в лицинзиат. где была получена лицензия на шаркролл казино.

Dear Danil454545,

I would like to inform you that, based on our findings, the casino does not hold a valid license. Unfortunately, this means there is no official regulatory authority you can turn to or file a formal complaint with in order to escalate this matter.

I understand this is not good news, especially given your situation. We will still do our best to communicate with the casino and assist you through our complaint process. However, please keep in mind that our ability to enforce any action is limited in cases where the casino operates without proper regulation.