Winshark Casino - Player's winnings are delayed and partially confiscated.

They are scammers. They seem very serious and responsible, but when you request a withdrawal, they ask for all kinds of documents. Then they tell you they won't pay you the full amount because, according to their Article 10 (?¿?¿?), it can't be done, and they keep 200 euros. The worst part is the remaining 400 still hasn't been paid to me, and it's been 4 days, and they don't clarify anything.

Dear juliaalfonsea,

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

I checked the casino rules and found this: https://winshark1.com/en/bonus-terms

10. Withdrawal of winnings from deposit bonuses and free spins is limited to 10x deposit amount.

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

• Do I understand correctly the bonus you activated and played was a deposit bonus?
• Have you deposited 40€ to receive this bonus?
• Could you please share a screenshot of your withdrawal request with the status visible?

Thank you very much in advance for your reply.

Best regards,

Tomas

It's strange that he speaks to me in Spanish!!! The thousand euros that I won were after two or three days depositing 20, 40, 50... euros... no more, I know because I wasn't doing well. The first few days they gave me some bonuses but I didn't win anything. When I deposited without bonuses I had a stroke of luck and won a thousand and a bit euros. I played the bit but I wanted to cash out the remaining 1000 through a transfer because that's where the problem begins. I didn't have the option of cashing them out with my bank card, the one I had used to deposit. They ask me for all the documents you can imagine and I give them... that must have been a Tuesday and I kept playing depositing 30, 20, 40... I don't remember and on Wednesday I suddenly saw 400 euros more in my account... ohhh!!! No warning at any time. I look inside my account and see amounts cancelled......¿?¿¿ I play the 400, waiting to receive the rest. From there on it's all emails (in English) that I translate by gmail. And they talk to me about article 10 ¿?¿?. Article 10 takes 60% of what I've won? I don't understand anything anymore. I feel cheated. I have cancelled my bank account and my card because I think they are scammers. I know I won't get anything but I hope this helps more people.

Dear juliaalfonsea,

Thanks for your reply and an explanation of the situation.

Did you close your account in the casino?

Do you no longer have access to your account?

Please understand that without evidence contradicting the casino's assertion we might not be able to assist you.

If you have access to your casino account, please take a screenshot of the bonus history so we may know which bonus you accepted that led to your winnings.

Please forward me the communication between you and the casino. My email is tomas@casino.guru

Message from the player:

Indeed, I have already cancelled all the data I gave to that account and my account with them. I don't trust them. I consider my profit lost and I only hope that if someone else writes something similar, that my experience has been of some use. Regards, Julia *****

Thanks for your reply.

Unfortunately without any evidence, we might not pursue the issue, as we might not be able to persuade the casino. Consequently, the complaint will be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.