The player from Sweden had a complaint about losing 602 euros from his account after confirming with support that there would be no withdrawal limits related to his active bonus. Despite completing the required wagering, the casino had not responded to his inquiries. The Complaints Team reviewed the situation and clarified that the player's winnings were subject to the maximum cashout limits outlined in the casino's bonus terms. Consequently, the complaint was rejected, as the casino's actions were deemed compliant with its stated rules.
Winshark Casino - Player's winnings have been confiscated.
Amount: €602
Winshark Casino
Safety Index:Fresh casinoSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Won around 1100 euro while having a active bonus, I asked the support if there were any limits on withdrawal with bonus. She said no, anything I have left on my account after wagering I can keep it. I even asked twice to be 100% sure, then I was happy even though I had ALOT of wagering to do. 45x. After playing for hours and hours, the wagering were finished and BOOM! 602 euro stolen from my account! Worst feeling ever. After that they have given me the silent treatment, refusing to answer questions regarding this. Emails never been answered.
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1 month ago
Dear RayMan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify which bonus you played with? If possible, please post a link or promo code here in this thread.
- Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
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I played with their 100% deposit bonus. You must also add to your information about this casino that they confiscate winnings from players if their deposit bonus has been used.
No the casino refuses to answer me, even the same person who wrote to me that there is no withdrawal limit after I redeemed my bonus, she ignores the question about this in live chat. It has now been 6 days, answering an email does not take that long. Disrespectful and extremely sick.
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1 month ago
Dear RayMan,
Thank you for bringing this to our attention.
We understand your frustration and would like to clarify the situation. According to our Terms and Conditions, specifically point 10, Withdrawals of winnings from deposit bonuses and free spins are limited to 10x the deposit amount. This rule applies to all bonus-related winnings.
Upon reviewing your account, we can confirm that your withdrawal was processed successfully, and a confirmation email was sent. We sincerely apologize for any confusion caused during your interaction with our support team. While we strive for accuracy, human error can sometimes occur, especially as support is provided by an outsourced team. However, our Terms and Conditions always take precedence.
Thank you for your understanding, and we’re here to assist you with any further questions.
Best regards,
Winshark Casino Representative
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1 month ago
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It is not enough. You at the casino have certified upon request that there is no withdrawal limit after the bonus has been redeemed. I have played by these rules. I even asked TWICE to be sure. Who wants to wager a bonus 45x with these low withdrawal limits? Why do you give out bonuses at all? Why are you lying to your players? Why have you been ignoring my emails for days? You are unscrupulous scammers. My gambling friends, stay away from these thieves.
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1 month ago
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And now they refuse to open my account so I can take a screenshot of the stolen €602 that disappeared from my account. A dishonest and dirty casino. There are much better casinos out there my friends, no point in supporting thieves and scammers.
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1 month ago
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They have also booked this 602 euros as a withdrawal for me, which should be highly illegal. I have not received any money. This results in continued gambling at this casino making it impossible to win. First it has to chew up 1000 euros so that I end up at 0 again.
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1 month ago
Hello everyone,
Thank you both for your replies.
RayMan, unfortunately, errors like this happen and the maximum withdrawal limit is indeed stated in the Bonus Terms:
10. Withdrawal of winnings from deposit bonuses and free spins is limited to 10x deposit amount.
Could you please clarify how much you deposited in order to activate the bonus?
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1 month ago
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I deposited 35 euros so I only got out 350 euros out of a total of 952 euros. Terrible. Also an extreme rule and an extremely bad bonus that is locked at 10x. What if you play a slot with a million win? Then the casino TAKES all your money 😄 No, it's against the rules and I think you could prosecute the person in court if that happened.
I double checked with the support who certified and assured me that there are NO limits after the bonus has been wagered. Terrible behavior and no responsibility at all. Their withdrawal times are also a disaster, at 2010 levels. Who wants to turn over a bonus 45x that you can't win anything bigger anyway?
You got screenshots from me right? I even offered the casino to meet me halfway here, to pay me €300 of the total €600. That, too, has been met with silence. Chat support can't answer any financial questions and their kyc department ignores. STAY AWAY PEOPLE.
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1 month ago
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If you have blundered this badly, you at least show a little good will and meet the customer halfway. Everything else is fraudulent behavior.
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1 month ago
I truly understand your frustration and empathize with your situation. However, it's important to stress the necessity of reviewing the bonus terms thoroughly before activating any bonus to prevent similar issues from arising in the future. While we recognize that certain rules can feel unfair, the maximum cashout limits and wagering requirements are standard conditions and are not considered unreasonable.
Casinos have the right to structure their bonuses and terms as they see fit. As long as these rules are clearly outlined in the bonus terms, we are limited in our ability to intervene. Ideally, customer support should always be fully informed to provide accurate and complete information, but unfortunately, mistakes can happen.
As your winnings were issued in accordance with the bonus terms, we regret that we are unable to assist further in this matter. Moving forward, we highly recommend carefully reviewing both the General and Bonus Terms & Conditions before engaging in gameplay.
Due to the aforementioned reasons, this complaint will now 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 any issues with this or any other casino in the future.
