Sharkroll Casino - Запрос игрока на вывод средств задерживается, ответа нет.

Dear Casino Guru Team,

I am writing to file a formal complaint against Sharkroll Casino.

On 24 May 2026, I requested a withdrawal of $2,850 USD. Support told me to wait 10 business days.

After that period passed, I contacted support again and was promised the payment would be made by the end of that week.

That week has now also passed.

When I contacted live support to follow up, the agent closed the chat immediately, switched me to the AI bot, and refused to speak with me.

Since then, all my attempts to contact them have been ignored:

Live chat attempts are closed or redirected to AI

Emails receive no replies

No updates or information about my withdrawal have been provided

The casino is completely ignoring me and refuses to release my funds or give any explanation.

I have completed all required verification and there were no bonuses or wagering requirements on my account at the time of the withdrawal.

I kindly request your assistance in mediating this matter and getting my $2,850 USD released.

Thank you.

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.

Dear sergiosergio,

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 situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Have you made any successful withdrawals before?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

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

Best regards,

Jean

Dear sergiosergio,

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,
Jean
Casino.Guru