Winshark Casino - Die Gewinne des Spielers wurden konfisziert.

I had 15 thousand Swiss francs confiscated with the reasoning that funds from bonuses or free spins have a maximum value of 500.-. Fair enough, but at no point was I made aware of this limit, nor was I informed about it at the time of my winnings. It was only communicated to me 5 days later, despite the fact that the KYC verification was successfully approved in the meantime.

At the time of the original winnings amounting to 20,000, the bonus was neither active nor obvious to me, and it was clear that the balance was indeed real money. This feels like a complete rip-off since I have never had a win paid out, and I have already deposited several tens of thousands this year alone. Support and the operators are not helpful and, as mentioned, they have unjustly confiscated my remaining 15k. This is despite the fact that there was no bonus active in any way, and the balance was never labeled or is labeled as bonus funds.

Mir wurden 15tausend Franken konfisziert mit der Begründung dass Gelder aus Boni bzw Freispielen einen Maximalwert in Höhe 500.- haben. Soweit so Gut, nur wusste ich zu keinem Zeitpunkt dieses Limit noch wurde mir zum Zeitpunkt des gewinnes irgendetwas davon mitgeteilt sondern erst 5 tage später obwohl zwischenzeitlich auch die kyc verifizierung erfolgreich genehmigt wurde und zum Zeitpunkt des

ursprünglichen Gewinns in höhe 20‘000 weder der Bonus noch aktiv war sowie deutlich mir aufgezeigt ist dass das Guthaben in der Tat sich um Echtgeldguthaben handelt. Pure Abzocke da noch nie ein Gewinn ausbezahlt und ich bestimmt mehrere zehntausend bereits dieses Jahr einzahlte. Support und Betreiber sind nicht Zielführend und haben wie erwähnt ungerechtfertigt meine restlichen 15k beschlagnahmt. obwohl kein bonus noch irgendwie aktiv war und guthaben nicht einmal als Bonussumme deklariert war oder ist.

Dear luvanava,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

9. Withdrawals of winnings from any no deposit bonuses, cashback or free spins you have received from Winshark, including bonuses received in the Bonus Shop, are limited to 500 EUR / 700 CAD / 800 AUD / 800 NZD / 5000 NOK / 4000 DKK / 2000 PLN / 500 CHF / 200 000 HUF, unless otherwise stated in specific bonus terms and conditions.

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

• Do I understand correctly that you didn't play with any bonuses?
• Could you please post a screenshot of your bonus history here?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

At the time of winning, the bonus had already been fully wagered and converted into real money. With free spins, I won under the 500 limit or around 140/240 and when the bonus was no longer active or visible, more and more money was won with higher stakes.

Zum Zeitpunkt des Gewinns war Bonus bereits komplett umgesetzt und in Echtgeldguthaben verwandelt. Bei Freispiele habe ich unter der 500 .- Limite bzw ca 140.-/240.- gewonnen und als Bonus nicht mehr aktiv bzw ersichtlich war wurde dann mehr und mehr Gelder Gewonnen mit Höheren Einsätzen.

there is news, I have sent everything to you via email and here

gibt es neuigkeiten, habe alles via mail und hier Ihnen zukommen lassen

Thank you very much, luvanava, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you luvanava for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winshark Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Good Thank you very much!

Gut Vielen Dank !

Dear Peter,



We would like to let you know that we have provided further clarifications in regards to this case.

Please let us know if any other questions arise.

Kind regards,

Win Shark Casino Representative

Peter, I have sent you an email.

Thanks for your quick response 🙂

Peter, Ich habe eine Mail an Sie versendet.

Danke für baldige Rückmeldung 🙂

Thank you to the both parties for the response.

Dear luvanava, the casino has informed me that as a show of good faith, you have received 5000 CHF from the bonus however these funds were eventually played down to zero. From your email I have gathered that you might have a problem with gambling and while I can't have the casino return you any funds as they have been played I can provide you with resources on How to Gamble Safely.

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I am sorry I can't be of more help on this occasion.

May I ask why and what has made the winnings withdrawn from me, or what means that this case is closed for you, even though no information was given anywhere regarding the bonus money and its alleged violations, even though the bonus was correctly converted and these funds have now been withdrawn from me, even though up to that point no bonus money was active from it?

Darf ich fragen, wieso und weshalb die Gewinngelder mir dennoch entzogen wurden resp. Wodurch dieser Fall für Sie dementsprechend erledigt ist obwohl nirgends die Info kam bezüglich den Bonusgelder und dessen angeblichen Verstösse obwohl Bonus korrekt umgewandelt wurde und diese Gelder dann nun mir entzogen wurden obwohl bis dessen dato gar kein Bonusgeld mehr daraus aktiv war?

I ask you to check the case again and to check the bonus conditions regarding deposit-free free spins in the form of a cashback offer and to explain to me why funds were still deducted by 15k despite the successful implementation of the bonus conditions and conversion into real money credit.

Ich bitte Sie nochmals den Fall zu Prüfen und Bonusbedingungen bezüglich Einzahlungsfreien Freispiel im form eines cashbacks angebot zu prüfen und mir zu verstehen geben wieso gelder trotz erfolgreicher umsetzung der Bonusbedingungen und Umwandlung in Echtgeldguthaben dennoch um 15k gestrichen wurden

I politely ask for your help, otherwise I will take legal action against the casino to demand a higher repayment. I therefore very much hope for an out-of-court settlement and thank you for your cooperation.

Ich bitte höflichst um Ihre Hilfe anderenfalls leite ich rechtliche Schritte gegen das Casino ein womit eine höhere Rückzahlungsforderung angestrebt wird. Somit wünsche ich sehr auf eine Aussergerichtliche Einigung und bin Ihrer Mitwirkung bedankt

Thank you for your update luvanava.

Dear Winshark Casino representative, would it be possible to provide me with the betting and transaction history of the player to verify the usage of the player's funds? You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance!

Dear Peter,

We have sent a clarification to your email for review.

Should you have any additional questions or require further information, please do not hesitate to reach out.

Best regards,

Winshark Casino Representative