The player from Switzerland has 15,000 Swiss francs confiscated due to an uncommunicated limit on bonus funds, which she was not made aware of at the time of her winnings.
Winshark Casino - Player's winnings have been confiscated.
Amount: 15,000 CHF
Winshark Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 0h 55m 8s
Case summary
23 hours ago
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1 week ago
Translation
I had 15 thousand Swiss francs confiscated with the reasoning that funds from bonuses or free spins have a maximum value of 500.-. Fair enough, but at no point was I made aware of this limit, nor was I informed about it at the time of my winnings. It was only communicated to me 5 days later, despite the fact that the KYC verification was successfully approved in the meantime.
At the time of the original winnings amounting to 20,000, the bonus was neither active nor obvious to me, and it was clear that the balance was indeed real money. This feels like a complete rip-off since I have never had a win paid out, and I have already deposited several tens of thousands this year alone. Support and the operators are not helpful and, as mentioned, they have unjustly confiscated my remaining 15k. This is despite the fact that there was no bonus active in any way, and the balance was never labeled or is labeled as bonus funds.
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1 week ago
Dear luvanava,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
9. Withdrawals of winnings from any no deposit bonuses, cashback or free spins you have received from Winshark, including bonuses received in the Bonus Shop, are limited to 500 EUR / 700 CAD / 800 AUD / 800 NZD / 5000 NOK / 4000 DKK / 2000 PLN / 500 CHF / 200 000 HUF, unless otherwise stated in specific bonus terms and conditions.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you didn't play with any bonuses?
- Could you please post a screenshot of your bonus history here?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 week ago
Translation
At the time of winning, the bonus had already been fully wagered and converted into real money. With free spins, I won under the 500 limit or around 140/240 and when the bonus was no longer active or visible, more and more money was won with higher stakes.
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1 week ago
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there is news, I have sent everything to you via email and here
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6 days ago
Thank you very much, luvanava, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 days ago
Hello there,
Thank you luvanava for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Winshark Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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3 days ago
Dear Peter,
We would like to let you know that we have provided further clarifications in regards to this case.
Please let us know if any other questions arise.
Kind regards,
Win Shark Casino Representative
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yesterday
Translation
Peter, I have sent you an email.
Thanks for your quick response 🙂
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yesterday
Thank you to the both parties for the response.
Dear luvanava, the casino has informed me that as a show of good faith, you have received 5000 CHF from the bonus however these funds were eventually played down to zero. From your email I have gathered that you might have a problem with gambling and while I can't have the casino return you any funds as they have been played I can provide you with resources on How to Gamble Safely.
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I am sorry I can't be of more help on this occasion.
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23 hours ago
Translation
May I ask why and what has made the winnings withdrawn from me, or what means that this case is closed for you, even though no information was given anywhere regarding the bonus money and its alleged violations, even though the bonus was correctly converted and these funds have now been withdrawn from me, even though up to that point no bonus money was active from it?
Automatic translation:
Casino Guru is examining the case
