Shark Casino - プレイヤーのアカウントはブロックされました。

Hello,

My account has been blocked after requesting withdrawal - without any info from support (e-mailed them over week ago and they haven't replied till now) - just got info on livechat "It looks like your account has been suspended by our fraud team. If you email support@sharkcasino.io they’ll be able to tell you more." and they didn't reply to my mail.

I made 2 deposits for over 500 and requested 817, played first deposit bonus but busted it and made profit with second (without getting more bonuses).

Can You help and try to contact them and check the case?

RED FLAG FOR PLAYERS!

Dear blystor,

Thank you very much for submitting your complaint. I’m sorry about your problem with Shark Casino. Before we proceed with the complaint, please allow me to ask you a few questions.

Was this the first time you requested a withdrawal from this particular casino?

Could you please confirm that you have passed the KYC verification?

Have you met the wagering requirements for the bonuses?

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,

Veronika

It was first time I requested withdrawal, I haven't passed kyc (nobody asked for it), I didn't met wagering requirements for the first time deposit bonus because I lost all funds (deposit+bonus) so bonus has been cancelled.

Thank You.

You mentioned that you have not passed the KYC. Does it mean that you have not sent any identity documents to the casino for verification purposes?

Yes I haven't sent anything because nobody requested any documents from me - account just has been closed after I requested withdrawal without any e-mails from the casino.

I checked the KYC policy of the casino and this is what I found:

KYC Policy, Privacy and Personal Data Management

We are committed above all else to protecting and respecting your privacy and maintaining the trust of our customers.

Upon opening an account we will be obligated to verify your full, address and age to ensure you are eligible to play on our platform, we will ask for I.D and address proof. We may also ask to provide proof that the payment method you use is attributed to you soley.

R.Bostock Enterprises B.V. will collect this information with the sole purpose of fulfilling it’s legal and ethical obligation to protect it’s customers, we will never share your information with any third party, nor will it be used in any other capacity within our business except to comply with the KYC policies outlined.

You will be able to contact our live support, either via the live chat or through our e-mail at any time.

Has your account been verified after you opened it? Have you been asked to provide the casino with all the documents stated in the KYC policy?

My account hasn't been verified, I have never got any e-mail from them requesting kyc or any reply to my e-mail about locked account.

Thank you very much, blystor, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello blystor,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Shark Casino to join the conversation.

Dear Shark Casino,

Can you please provide more information about the reasons for the blocked account?

Hi

I would like to address concerns and provide clarification regarding the recent suspension of the player's account at Shark Casino. Our priority is to ensure fair and enjoyable gaming experiences for all players. To maintain this standard, we have strict policies to prevent any form of bonus abuse or unfair advantage.

The player's account was suspended after a thorough investigation revealed multiple instances of exceeding the bet size limit by over six times on more than 50 occasions. Their gameplay was strategically designed to gain an unfair advantage over the casino.

Our aim is to provide a level playing field where fairness and integrity prevail. Taking action against activities that violate our terms and conditions is essential to protect our platform and uphold the gaming experience for all players.

We apologize for any confusion caused initially and assure you of our transparency in explaining the reasons behind the account suspension. We value the trust and support of our players and are committed to maintaining a safe and fair gaming environment.

If you have further questions or need more information, I am here to address your concerns and provide clarity on our policies and procedures.

Thank you for your understanding.

Best regards,

Robert

Shark Casino Representative

I don't think that I have over bet bonus limit rules as I usually check everything before play and follow the rule, only playing higher without bonus but can't be 100% sure because I can't check now when I am blocked...

Meanwhile I have got reply to my e-mail and agreement is in pending so probably complain will be resolved soon, I will let You know.

Thank you.

Okay I got the payment so we can mark the case as resolved.

Thank you again.

Thank you all for the responses. I'm glad the situation could be worked out 🙂

Dear blystor,

The max bet rule while playing with a bonus is an industry-standard requirement that most casinos have in their T&Cs. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. 

I'm glad you received the agreed-upon funds in your account and that this complaint was resolved. I appreciate the generous approach of the casino to pay despite your breaching the casino T&Cs.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru