Winshark Casino Support and Complaints Thread

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Hello opened an account in April 2024 with Winshatk casino. The account was not used since July 2024 until 25 January 2025 at which time my deposits were declined most likely as I have preventers on my personal bank accounts. More or less my account was not used even if we consider January 2025 as an attempt for a full period of 12 months. I relapsed and I was able to deposit back to back deposits total approx €3000. As a gambler does I was desperate and reached out to live chat on the Monday 23 February enquiring about my cash back that was due on a Monday. I received a reply stating contact my vip manager as I was not due cash back as I had “duplicate account”. I am positive that when I looked online for online casinos and found Winshark I tried my creditionals and I was in. Not only did my Bank preventer not work I was able to make back to back deposits. This worked as the Casino are aware if the merchant mentions casino when authorising payments they know banks will decline so all deposits were through “Pellopay Finance In addition I read the full T&Cs for the licence which this Casino operates under Curaco Gaming Authority refer to further information on this below as I outline background to my complaint and prove how work this casino operates and fail to refund my deposits The only duplicate account I think they are referring to is sister casino which is also covered on the same licence and the T&Cs clearly state self exclusion is on all casinos operating on that licence. I received an email from Hugo casino in December 2025 stating my self exclusion period ended to which I replied please close I have gambling issues In addition the T&C 5.2 state an account is considered inactive if not used in 12 months my last deposit was July 2024 and other attempt January 2025 still a full 12 months. I also would refer to T&C 7.4 if player closes his account due to “problems with gambling” I also put review on trust pilot and they asked me to do esclate but they have ignored me They said they would review my refund request but again no response

Disputed amount: 3308€

Casino: WinShark Casino

Case #: 4170

Hello shirleyobrien09,

Thank you for sharing your experience with us. 

Based on your explanation, the reason the casino is stating you have duplicate accounts is due to having one on Hugo Casino, which was closed on your request for self-exclusion. 

Based on the casino's Terms & Conditions: 

7.4 If a player closes his casino account due to “problems with gambling” / “loss of self-control over the game” / “gambling addiction”, in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino.

This means that the player is not allowed to play on the sites of the casino partners' sites that are operated under the same licence while having a closed account due to gambling problems.

Anyway, we will contact the casino representative and request an official explanation from the casino.

Keep you posted.

Dear shirleyobrien09 and Cookie17.

Thank you for your detailed feedback.

We would like to clarify an important point regarding your concerns. Winshark operates as a white-label project, which means that our platform is managed independently by a separate team, which is not connected to the Hugo Casino in any way, and therefore cannot be considered a “sister casino” in the way described. Our platform handles accounts, responsible gaming measures, support cases and everything else separately.

Regarding your case, we would like to emphasise that once you contacted our support team and raised your request, your account was promptly reviewed, and appropriate action was taken in line with our responsible gaming obligations. From our side, the necessary steps were completed in accordance with our policies as a responsible operator.

We understand that this situation is sensitive, and we take all responsible gaming matters seriously. However, any previous interactions, self-exclusion requests, or account history related to other platforms would need to be addressed directly with those respective operators, as we do not have access to or control over their systems.

We appreciate your understanding.

Hello shirleyobrien09,

Did you get a chance to see the reply from the casino representative? 

Let us know if you need additional assistance.

Thank you! 

Hello shirleyobrien09,

Since more than 48 hours have passed and we haven't received a response from the member, we will mark case #4170 as resolved, as we have received an answer from the casino representative.