The player from Germany had won 13,000 at Winshark but faced issues when trying to cash out, as her account level unexpectedly dropped from Level 4 to Level 2, which limited withdrawals to 500 euros every 24 hours. After she contacted support for an explanation and deposited an additional 35 euros to play, the site went down for an update, which added to her frustration. Ultimately, the Complaints Team had to reject the case due to the player's lack of response to their inquiries, preventing any further investigation or resolution of the issue.
Winshark Casino - Player's withdrawal request is delayed and account level dropped.
Amount: €13,000
Winshark Casino
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8.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I played at WinShark again today and I am very upset. I play at WinShark quite often. Then I won something, 13,000, and wanted to cash out. Since I was already at Level 4, after the win, I was suddenly dropped to Level 2. I could not cash out my money completely, only three times 500, which is still pending. I contacted support, and they said that one can only cash out 500 euros every 24 hours. They didn't explain why my level dropped to 2 and why my money disappeared. I have photos of this. After that, I deposited another 35 euros to play again, thinking the money would probably reappear. Then the site suddenly went down, with a message saying to come back later as an update was being carried out. This has never happened before.
Automatic translation:
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1 month ago
Dear Miri0201,
Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you’ve had at Winshark.
To help us understand the situation better and assist you effectively, could you please clarify a few points?
- Can you confirm the date and time when you noticed your account level dropped from Level 4 to Level 2?
- Were there any notifications or updates from Winshark regarding changes to your account level or cashout limits prior to your withdrawal attempt?
- Have you received any specific explanations from customer support regarding the reasons for the drop in your level or the cashout restrictions?
- Additionally, if you have any relevant communications or photos related to this issue, please forward them to petronela.k@casino.guru.
Your cooperation is crucial for us to proceed with this case and work towards resolving the issue. Without your input and additional information, we won’t be able to take further steps to assist you.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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1 month ago
Translation
I told support and took a photo of it, but they couldn't say anything about it and I would have to write an email. Level two came straight after I won.
when I reached level 5 a few weeks ago it was also the case that even though I play there every day I was often downgraded to level 2 I have to take a look I was already upset about it at the time and they said that was the way it was so I have to see if I have any screenshots I am very disappointed I don't think that's honest I'm WinShark just so I can't cash out everything even though I'm VIP 4.5 after everything was gone I only got a reply on Sunday should I send it here or by email to them and I had played with the remaining 11 thousand for around 100 suddenly my money was gone and the site was closed supposedly an update which had never happened before was my winnings gone I was then only able to cash out 1500 and only from Monday onwards only 500 three times before that I always asked support they told me not to worry at level four you can cash out a lot more or everything when the over 11 thousand was gone I cancelled 500 withdrawals three times and played with them in the hope that the money would come back and I would win again I wonder if that would happen twice after the site went back up all the spots were closed which meant you no longer had a chance of winning anything well I'm frustrated that I've been a verified loyal regular customer since the beginning, I only play there rarely, then at others every now and then and then something like this happens I got the answer that I had gambled away the money time I think it was just before the site was closed or the whole casino was closed for an hour country that was gone before that they said I had gambled it away which isn't true I had gambled away the increase despite being a loyal regular customer I was downgraded to level two they do it on purpose so that you gamble away your money it's unfair I'm so sad I deposited there every day even though I only lost because I thought that only WinShark was safe and paid out without any problems do you know of another casino that also pays out everything immediately, not weeks later and then only using unfair means
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1 month ago
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And now again level four and I didn't even get cashback today nothing
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1 month ago
Translation
Only after everything was gone did this email come. I am sending you all the emails. Thank you so much. I am so sad. I was so happy to finally be able to withdraw something. 13 thousand and I don't get this money. I had deposited over 30,000 in total and didn't win once except on Saturday 😞🥺😭
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1 month ago
Hi Miri0201,
From the screenshot you provided, I can see that you requested two (possibly three) withdrawals of €500 on the 21st of September, and at that time, your active balance was already down to €0.21.
- Could you please clarify when you played down your remaining winnings?
If you find it difficult to refrain from playing down your winnings, I strongly encourage you to consider taking a break from gambling. We always advise our players to remain patient while waiting for their withdrawals to be processed, as we cannot influence or expedite the processing times at any casino.
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Thank you.
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1 month ago
Dear Miri0201,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
