The player from Australia had won A$88,017.3 after placing an $8 qualifying bet with a bonus at Winshark, but the casino forfeited all winnings due to an increase in the bet amount to $10. Instead, they offered A$800 as a token, which the player found unfair. The issue was resolved after the player's VIP manager assisted them, leading to a satisfactory outcome for the player. The complaint was marked as 'resolved' in the system.
Winshark Casino - Player's winnings have been confiscated.
Amount: A$88,017
Winshark Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
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2 months ago
I won big and now facing issues with it.
Winshark - The online casino I am playing gave A$1,200 bonus cashback. I won A$88,017.3
game: Sweet Bonanza 1000
1. **Terms Compliance:** Winshark’s terms and conditions specify that a qualifying bet for the bonus is $8. I adhered to this requirement, placed an $8 bet, and achieved a significant win with it (The 84k hit I can provide screenshots and betting history) After this win, I increased my bet to $10 in subsequent spins. This betting history is documented in my account records with Winshark.
2. **Company’s Response:** Winshark has informed me that because I increased my bet to $10, they are forfeiting all my winnings. They have offered A$800 as a token of appreciation for being a VIP member, rather than honoring the full amount of my winnings.
I don’t think it’s fair to take my winnings.
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2 months ago
Hello pabskie143,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winshark Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Why did you bet over the maximum limit if you knew there is a maximum limit? When was the last time you spoke to the casino and what was it about?
I would recommend to accept the casino's offer as by breaching their bonus terms, they have basically right to confiscate all of your winnings.
Looking forward to your answer.
Regards,
Nick
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2 months ago
All okay and my vip manager helped me with my concern. Thank you. All good from my end please close this as resolved.
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2 months ago
Dear pabskie143,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
