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
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case opened
Current status
Waiting for Casino Guru to reply
5d 23h 58m 21s
Case summary
21 hours ago
Public
Public
2 days 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.
Automatic translation:
Public
Public
yesterday
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
Sensitive attachment
Sensitive attachment
yesterday
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.
Automatic translation:
Casino Guru is examining the case
