Winshark Casino - Виграш гравця конфісковано.

Total Winnings: €1,500 paid, balance reset to zero without reason

Deposit Amount: €150

Disputed Issue: Retroactive application of a 10x deposit limit on withdrawals

I played at Winshark Casino and made a deposit of €150. I subsequently won more than €1,500 and requested a withdrawal. The casino processed the €1,500, but after that, they reset my balance to zero without providing an explanation.

After multiple attempts to reach out, Winshark eventually responded, stating that my withdrawal was limited to 10 times my deposit amount due to a new rule in their bonus terms. This was not mentioned in the original terms when I signed up and played. I took a screenshot of the terms at that time, which shows no such limit. Despite presenting this evidence, the casino has refused to address my concerns or pay me the remaining winnings.

I feel that Winshark Casino has acted in bad faith by adding this rule after the fact and applying it to my account retroactively. The terms at the time I played did not include this restriction, and as such, I believe I am entitled to the full balance of my winnings.

Dear rodgerrabit999,

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. 

• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Additionally, please share with me the proof that this rule wasn't in the terms before.

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

With bonus winnings but these were my terms.

All details has been sent.

Thank you very much, rodgerrabit999, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello rodgerrabit999,

I'm Michal, and I have taken over your complaint. I have examined your case and I concur that any newly established terms or rules regarding bonuses should not be retroactively applied to past bonus gameplay or winnings. I will contact the casino to shed more light on this matter.

We would like to invite Winshark Casino to join the conversation.

Dear Winshark Casino,  

I would appreciate it if you could clarify when the rule stating, "Withdrawal of winnings from deposit bonuses and free spins is limited to 10x deposit amount," was implemented. The player has shared a screenshot of the bonus rules indicating that this rule was not in effect at the time they claimed the bonus, suggesting that it should not be applied retroactively.  

I look forward to your response.

Dear Michal ,

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

Dear Win Shark Casino Representative, 

I have replied to your email with some additional information and I'm looking forward to your response.

Dear rodgerrabit999,

Can you please confirm when exactly have you taken the screenshot of the bonus terms and when you gained your winnings?

BEFORE I played that is what I always doing.

I would like to point out that the rule limiting withdrawals to 10x the deposit amount was retroactively added after I had already played and won. At the time of my play, this restriction was not in place, and if it had been, the winnings should have automatically been adjusted as per your system.

THIS WAS NOT THE CASE MY MONEY WAS IN TACT.

Dear rodgerrabit999,

Please answer my question.

Can you please confirm when exactly have you taken the screenshot of the bonus terms and when you gained your winnings?

Hello, Michal!

We would like to confirm that we have provided all the necessary information and evidence substantiating our actions.

The player's winnings have been disbursed in strict accordance with the valid terms and conditions that were in place when the bonus was utilized and the winnings were achieved.

Rest assured, our team remains dedicated to transparency and fairness.

Should you have any questions, do not hesitate to address to our support team by live chat or email.

Warm regards,

Winshark Casino Representative

Dear rodgerrabit999,

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.

Before I played 26 august. I always do that. It is a autocap always my balance was still there also I won in REAL money.

Thank you for providing the information and evidence to us, Winshark Casino Team.

Dear rodgerrabit999,

I was provided with evidence that the rule you are claiming was not there when you played was in fact put in place in July 2024 already, which is well before your deposit, bonus claim, and subsequent winnings. The screenshot you provided must have been taken before the bonus rule change, or it might have been altered. Anyway, you have received a withdrawal of the maximum amount that you could have. It is quite common in a lot of casinos that the winnings gained with the help of a bonus are restricted to a certain amount. I have not found any wrongdoing, and the casino team has acted according to their terms and conditions. With all this being said, I will now proceed to close your complaint as unjustified. I can only recommend that you read and familiarize yourself with the latest terms and conditions before you claim any bonus.

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.

Best regards,

Michal

Casino Guru