Winshark Casino - Spilleren oplever forsinkelser i udbetalinger.

I deposited a sum of money, won 4000 euros and when I go to withdraw it I get no response. Other than that I have to send documents which I have already done. This has been going on for several days.

I have spoken to both live chat and their email but keep getting the same answer that I should "submit" things I have already submitted.

Jag la in en summa pengar, vann 4000 euro och när jag ska ta ut det så får jag inga svar. Mer än att jag ska skicka in dokument som jag redan har gjort. Detta har pågått i flera dagar.

jag har pratat med både livechatt och deras Mail men får samma svar hela tiden att jag ska "skicka in" saker jag redan har skickat in.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Which documents did the casino approve and which it didn't, to your knowledge?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your patience.

If the issue persists, please share the communication addressed to you that you refer to in this chat:

If there is any news or updates you received from the casino, please share them here.

Thanks in advance for your cooperation.

Dear Alexanderek,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru