Complaint #13 Winshark Casino

Closed account with balance

By N P.

3 days ago

My Winshark Casino account (registered email: jeromos.jeromos@freemail.hu) was permanently closed, and the operator is withholding my remaining balance of approximately 460,000 HUF.
I have successfully completed all required KYC verification procedures with the casino. Despite this, the casino has closed my account and refuses to process or release my legitimate remaining funds. Furthermore, I have been unable to reach them for weeks, as they completely ignore my emails and inquiries, or only send automated template responses stating that my case is under review.
According to Winshark Casino's own Terms and Conditions (Sections 5.3 and 14.4), players are fully entitled to withdraw their positive remaining balances upon account closure.
I kindly ask AskGamblers to assist in mediating this dispute so that Winshark Casino responds and processes the payout of my balance.

Disputed Casino Winshark Casino

Reason Account closure

Amount Ft460000

Discussion

93 hours left for ibronigarap to respond.

Winshark Casino

• Representative

2 hours ago

Dear N P,

Thank you for your message. We take all player feedback seriously and appreciate you bringing this matter to our attention.

We want to assure you that we are in direct contact with you regarding your account and the issues you have raised. Our team has already reached out to you by email and is currently waiting for your reply so we can move forward with resolving your case.

We kindly ask you to check your inbox and respond to our message at your earliest convenience. Once we receive your reply, we will continue to assist you through the appropriate channels and provide a clear update as soon as the matter is resolved.

Best regards,
Winshark Casino Representative

ibronigarap

1 day ago

Thank you for the casino representative's response.

While I note the casino claims my balance review is ongoing, I would like to point out to the AskGamblers mediation team that this is a clear copy-paste delay tactic. Word for word, I received the exact same template response from them back on September 11th (stating that my request was "escalated to the relevant department for a thorough review"). 44 days have passed since then with zero concrete resolution or payout date.

My account is fully verified, and my deposit transaction (99418488) was successfully completed.

I kindly ask the AskGamblers team to take note of this ongoing stall tactic and help ensure that Winshark processes the full payout of my ~460,000 HUF balance without further unjustified delays.

Best regards,

Winshark Casino

• Representative

1 day ago

Dear N P,

Thank you for your message.

We would like to clarify that your account was closed by administration decision pursuant to clause 14.4 of our Terms and Conditions. We are unable to disclose further internal details regarding this decision, as it relates to confidential security procedures.

Regarding your request for the remaining balance, we confirm that it has been registered and is currently under review in accordance with the applicable Terms and Conditions and regulatory requirements. We understand that waiting can be stressful, and we assure you that your case is being handled with the attention it deserves. However, please note that repeated emails will not accelerate the review process.

We will contact you through official channels as soon as the review is complete. We kindly ask for your patience and understanding while we finalise this matter.

Regards,
Winshark Casino Representative

Winshark Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $3,632

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Complaint Status

93h left

Ft460,000

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Winshark Casino Complaints

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Winshark delays payout

Two days ago I won 13,000 from this site, then I tried to verify my account which I was told onsite I used too many attempts and blocked my verification option, then I emailed the exact same information to the finance dept. and they verified my account.

Then I was told they can only allow me to withdraw 750 cdn a day which is the currency of the 13,000.

I requested to withdraw 750 yesterday and 750 today both have been ignored,

I have asked to speak with management and I also get ignored all I received is autobot messages back on email and a support chat who just basically says only finance can help and now they aren’t available.

This is crazy that I won this much and they have yet to even send me one dollar and won’t even speak to me.

Please help because I am unsure what to do.

Resolved

$13,000

Stalled payout

I requested two withdrawals one week ago. Verification was OK so I received the first payment the next day. As I know Winshark Casino have a low daily payout, I knew I had to wait for the last payment. Both were NOK 5000. Now I have waited one week and still no payment received. They have not answered my email for the last two days. Winshark Casino claims to have a monthly €10,0000 max payout, but in reality it is much lover, as they keep stalling like this.
Waiting for NOK 5000

Resolved

kr5,000

Casino stalls withdrawal

I have problems with my withdrawals at winshark casino. Two withdrawal requests of 500€ each and one withdrawal request of 300€ are pending for a whole week now.
Casino terms state that the maximum amount per transaction in a 24 hours span is 500€.
I contacted the live chat multiple times but they are of no help.
The finance department replied to my inquiry that my withdrawals will be processd "in due course".
This could theoretically mean they pay whenever they deem it appropriate. For me this is inacceptable.
I requested further clarification with no answer yet.
This casino has below average withdrawal limits and still stalls my cashout requests.
I am verified and had one successfull withdrawal before.
I request the casino to pay me the remaining 1300€ without further delay.

Regards

Resolved

€1,300