Winshark Casino - Отказ игрока от участия в турнире отложен.

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 problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila

Dear Amos78,

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.

UPDATE:

WinShark is now claiming that my withdrawal was "transferred 7 days ago," but they cannot provide any proof of payment. They have provided no reference number, no transaction ID, no receipt, no sender bank details, and no confirmation of any kind.

The withdrawal is meant to go into my active savings account, and nothing has arrived. My bank cannot trace a payment without a reference number from the sender, which WinShark refuses to provide.

Instead, they are now demanding two weeks of my private bank statements. This is not a valid requirement and is not consistent with standard payment‑tracing procedures. The burden of proof for outgoing transactions rests with the sender, not the customer.

This appears to be a deliberate stalling tactic. All communication and delays have been documented.

Hello Amos78,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Win shark are asking for a copy of my bank statement that documents all of my transactions to help them review the case. Requesting my private bank statement is not a valid requirement. My bank told me that my statement is not necessary as it can not trace a payment. I have asked numerous times for a reference number, transaction ID, or payment confirmation from win shark and they have not provided this information so there is no evidence that any transfer was made.

Win shark are saying they will not be able to assist without this statement so they can forward it to payment department.

the financial department sent me an email telling me my funds should be in my account and that was 3 weeks ago and still no payment just excuses and no proof of the payment shown.

Dear Amos78, thank you for your response.

Could you kindly provide a bank statement for the relevant period, showing that the payment has not been received?

You can send the information to my email at [email protected].

Thank you for your patience and cooperation.