The player from Germany had registered at the casino in May and initially experienced quick payouts. However, she later faced delays with multiple withdrawals totaling 1500 Euros, despite following all necessary steps and having her account verified. The casino's responses had been inadequate, and she sought assistance for her remaining pending withdrawals. We intervened and communicated with the casino, which subsequently processed all pending withdrawals. The player confirmed receipt of her winnings and the complaint was marked as resolved.
Winshark Casino - Player’s withdrawals have been delayed.
Amount: €3,700
Winshark Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello, since I don't know if or when I will receive any more payouts, I would like to ask you for help. I registered at this casino in mid-May. Shortly after, I won some money and withdrew 500 Euros. Even though my account still needed to be verified, the processing of my documents and the payout only took 3 days. At the end of June, I withdrew another 500 Euros, which were processed in 2 days and were already in my bank account. Then, I read a complaint here that someone had won 2900 Euros and was worried about receiving their money. I couldn't understand this initially, as my two payouts were processed so quickly.
Now, I am unfortunately in the same situation. I've won a bit more now and requested 3 payouts of 500 Euros each on 2.7.24. This is the limit: 500 Euros and 3 simultaneous payouts. I made these 3 payouts at the same time, with just a minute gap between each. After 2 days with no activity, I kept asking for updates. I only received standard emails stating their rights to process the payments in due time. They mentioned delays could occur if one cancels and reissues the payment request, which I never did. I wrote to them daily until they sent me an email stating that 500 Euros would be processed on 9.7.24, which indeed happened. But now nothing is happening again. I asked about my other payouts, but I keep receiving standard emails from the KYC department. The support team couldn't help much, claiming they don't know anything about finances and the process. They directed me to contact KYC, which I was already doing all the time. I asked them if they have a payout plan because I currently have 3 more withdrawals of 500 Euros each pending, and an additional 2300 Euros in my account that I would like to withdraw as well. But this isn't possible as long as the other payments aren't processed. I’ve taken screenshots of everything to send to you. I am stuck with this casino and cannot get a clear answer on how or when I will receive my other payments. My account is verified, and I won all my money without any bonuses. I even left a positive review because the casino seemed great initially. But if I had known what I would go through, I wouldn't have written a positive review. I hope you can somehow help me further.
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2 months ago
Dear Gretche70,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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2 months ago
Translation
Hello
I have no problem waiting. My problem is simply that I haven't received a proper answer from this casino. I can understand that the game rounds are checked, but the 3 payouts of 500 euros each were winnings from one game, one round. And 500 euros of that were processed. Then I get an answer that they pay whoever comes first. Yes, then I should have received the other money already. I had 3 payouts at the same time, with a 1 minute difference. If the casino sent me a payout plan, I would be happy. But they don't want to know anything about that. It's just strange that the first two payouts were processed within 2-3 days and now there's such a delay? I still have another 2300 euros in my account that I would like to withdraw. Does that mean I might have to wait months for it? Regards, Heike
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2 months ago
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On July 2nd, I requested 3 withdrawals of 500 euros each. On July 9th, the first 500 were paid out. I then requested another 500 euros to be paid out. On July 15th, the next 500 euros were paid out. Again, I requested 500 to be paid out. Again, I asked KYC how the withdrawals would proceed. But again, I only got a standard answer: it would be checked in due course. You don't get a clear statement from the KYC department. The support itself just said first come, first served. No sensible contact person, no sensible answer. I don't know what will happen with my withdrawals now and I still have 1500 in my account and 3 x 500 in the withdrawal. One of them was from July 2nd, 2024, so 14 days ago. I hope you can help me now.
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2 months ago
Thank you very much, Gretche70, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Dear Gretche70,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Winshark Casino representative to join this conversation.
Dear Winshark Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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2 months ago
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Thank you very much Mirka
Then I am very curious whether someone, a person, from Casino will contact me here and not give standard answers
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2 months ago
Dear Gretche70,
Thank you for reaching out we understand your frustration and apologize for any inconvenience caused .
According to our records, you currently have a single one pending withdrawal request of 500 EUR scheduled for processing tomorrow.
Please rest assured that our Finance Department is diligently working on your request. They operate Monday to Friday from 9 AM to 6 PM UTC+3, and process withdrawal requests in due course within these working hours.
We appreciate your patience and understanding in this matter.
Best regards,
Winshark Casino Representative
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2 months ago
Translation
Hello
Yes, at the time you wrote, there was only 1 payout of 500 euros left. Because you processed 2 payouts for me today, namely the one from July 2nd and the one from July 9th. Of course, only 500 was left to be paid out. It's just a shame that I had to call Casino Guru for that. I have now requested another 500 euros and 400 euros to be paid out. So there are currently 1400 euros to be paid out.
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1 month ago
Dear Gretche70,
Please keep me notified, when you receive following withdrawals or new updates from the casino.
Thank you.
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1 month ago
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The casino representative said yesterday that the next payment was planned for today. It is not being processed yet. But I will report here if anything happens.
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1 month ago
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At 5pm I received an email from the casino saying that a withdrawal of 500 euros had been processed. Now there are still 900 euros to be withdrawn and I hope that this will be processed at the beginning of next week. Why did I have to file a complaint now to get my withdrawals???? I find that really sad
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1 month ago
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Since I canceled the 400 euros and unfortunately lost it, there are now only 500 euros left to withdraw. I will not cancel this and will wait and see when I get it.
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1 month ago
Dear Gretche70,
We have carefully reviewed your account and can confirm that all withdrawal requests were processed according to our site limits. While we aim to handle withdrawals promptly, please note that the time it takes for funds to appear in your account can depend on the bank and usually ranges from 3 to 5 business days. This means some transactions might appear the same day, while others could take a little longer.
We apologize if you’ve had any concerns about our services. Please rest assured that the processing of your withdrawals has been carried out with the utmost integrity and adherence to our strict procedural guidelines. Your complaint has not influenced the processing of your transactions.
We are pleased to inform you that all your withdrawal requests have been completed successfully. Thank you for your patience and understanding.
Kind regards,
Winshark Casino Representative
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1 month ago
Translation
I think that I only received the payouts because of this complaint. Nothing happened for 2 weeks, just like other players here. You just have to read through the discussions. But no matter, I confirm here that I have received all my payouts. The case can then be closed, thank you for opening it.
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1 month ago
Dear Gretche70,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
Casino.Guru
