Winshark Casino - Виграш гравця затримується та частково конфіскується.

They are scammers. They seem very serious and responsible, but when you request a withdrawal, they ask for all kinds of documents. Then they tell you they won't pay you the full amount because, according to their Article 10 (?¿?¿?), it can't be done, and they keep 200 euros. The worst part is the remaining 400 still hasn't been paid to me, and it's been 4 days, and they don't clarify anything.

Son estafadores. Parecen muy serios y responsables pero cuando solicitas retiro te piden todo tipo de documentos. Pero después te dicen que no te lo pagan todo porque segun su articulos 10 (?¿?¿?) no puede ser y se quedan con 200 euros. Lo peor es que los 400 que quedan aun no me los han pagados y ya han pasado 4 días y no te aclaran nada.

Dear juliaalfonsea,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winshark Casino.

I checked the casino rules and found this: https://winshark1.com/en/bonus-terms

10. Withdrawal of winnings from deposit bonuses and free spins is limited to 10x deposit amount.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the bonus you activated and played was a deposit bonus?
• Have you deposited 40€ to receive this bonus?
• Could you please share a screenshot of your withdrawal request with the status visible?

Thank you very much in advance for your reply.

Best regards,

Tomas

It's strange that he speaks to me in Spanish!!! The thousand euros that I won were after two or three days depositing 20, 40, 50... euros... no more, I know because I wasn't doing well. The first few days they gave me some bonuses but I didn't win anything. When I deposited without bonuses I had a stroke of luck and won a thousand and a bit euros. I played the bit but I wanted to cash out the remaining 1000 through a transfer because that's where the problem begins. I didn't have the option of cashing them out with my bank card, the one I had used to deposit. They ask me for all the documents you can imagine and I give them... that must have been a Tuesday and I kept playing depositing 30, 20, 40... I don't remember and on Wednesday I suddenly saw 400 euros more in my account... ohhh!!! No warning at any time. I look inside my account and see amounts cancelled......¿?¿¿ I play the 400, waiting to receive the rest. From there on it's all emails (in English) that I translate by gmail. And they talk to me about article 10 ¿?¿?. Article 10 takes 60% of what I've won? I don't understand anything anymore. I feel cheated. I have cancelled my bank account and my card because I think they are scammers. I know I won't get anything but I hope this helps more people.

Que raro que me hable en español¡¡¡ Los mil euros que gane fue despues de dos o tres dias ingresando 20, 40, 50....euros..... no mas, lo se porque no me iba bien. Los primeros días me dieron unos bonos pero no gané nada. Cuando ingresé ya sin bonos tuve un golpe de suerte y gané mil y pico euros. El pico lo jugué pero los 1000 restantes los quise cobrar, a través de transferencia porque ahi empieza el tema. No tenía opción a cobrarlos con mi tarjeta bancaria, la que había utilizado para ingresar. Me piden todos los documentos que podais imaginar y los doy....eso debió ser un martes y sigo jugando ingresando, 30, 20, 40... no recuerdo y el miercoles de pronto veo en mi cuenta 400 euros mas...........ohhh¡¡ Ningun aviso en ningún momento. Miro el interior de mi cuenta y veo importes cancelados......¿?¿¿ Juego los 400, esperando recibir el resto. A partir de ahí todo son e-mails (en ingles) que traduzco por gmail. Y me hablan del artículo 10 ¿?¿?. El articulo 10 se lleva el 60% de lo que he ganado?Ya no entiendo nada. Me siento estafada. He anulado mi cuenta bancaria y mi tarjeta porque creo que son estafadores. Se que no voy a cobrar nada pero espero que esto le sirva a más personas.

Dear juliaalfonsea,

Thanks for your reply and an explanation of the situation.

Did you close your account in the casino?

Do you no longer have access to your account?

Please understand that without evidence contradicting the casino's assertion we might not be able to assist you.

If you have access to your casino account, please take a screenshot of the bonus history so we may know which bonus you accepted that led to your winnings.

Please forward me the communication between you and the casino. My email is tomas@casino.guru

Message from the player:

Indeed, I have already cancelled all the data I gave to that account and my account with them. I don't trust them. I consider my profit lost and I only hope that if someone else writes something similar, that my experience has been of some use. Regards, Julia *****

Thanks for your reply.

Unfortunately without any evidence, we might not pursue the issue, as we might not be able to persuade the casino. Consequently, the complaint will be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

Message from the player:

Efectivamente, ya he cancelado todos los datos que di a esa cuenta y mi cuenta con ellos. No me fío. Doy por perdida mi ganancia y solo espero que si alguien más escribe algo parecido, que mi experiencia haya servido de algo. Un saludo, Julia *****

Thanks for your reply.

Unfortunately without any evidence, we might not pursue the issue, as we might not be able to persuade the casino. Consequently, the complaint will be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.