Sharkroll Casino - El jugador afirma que el pago se ha retrasado.

Hello,

I am submitting this complaint regarding Sharkroll because they are attempting to enforce a rule that is not stated in their Terms and Conditions.

Six months ago (January 25, 2026), I claimed a 600% first deposit bonus. I lost my entire balance before completing the wagering requirement. Naturally, I considered the bonus finished because my balance had reached $0.

Recently, I won $100 through the Spin & Win promotion, completed the required 30x wagering, and requested a withdrawal of 170 USDC.

When I contacted support, I discovered that they still consider my January deposit bonus to be active, despite the fact that my balance reached zero six months ago.

Most importantly, when I asked them where this rule appears in their Terms and Conditions, support replied:

"Although it is not explicitly mentioned in the Terms and Conditions, the wager does not automatically close when your balance reaches zero."

In other words, Sharkroll admits that this rule is not published in their Terms and Conditions.

I carefully reviewed their Terms and Conditions and could not find any clause stating that:

a wagering requirement remains active after the player's balance reaches zero;

a lost deposit bonus can remain active indefinitely;

a future deposit or a completely different promotion can be affected by an unfinished wagering requirement from several months earlier.

I believe it is unfair and misleading to enforce a rule that is not disclosed in the published Terms and Conditions.

I request that Sharkroll either:

provide the exact contractual clause authorizing this rule; or

process my withdrawal if no such clause exists.

I can provide:

screenshots of my conversation with support where they admit the rule is not explicitly mentioned in the Terms and Conditions;

screenshots of the active bonus;

my withdrawal request.

Thank you for your assistance.

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Dear tonine,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I understand that withdrawals can take time and I am willing to wait for the normal processing period.However, my complaint is not only about the withdrawal delay. My main concern is that Sharkroll appears to be blocking or potentially blocking my withdrawal based on an old wagering requirement from a first deposit bonus dated January 25, 2026.The casino support informed me that this wagering requirement remains active even though my balance reached zero months ago. When I asked where this rule is stated in their Terms and Conditions, they replied that it is not explicitly mentioned in the Terms and Conditions.Therefore, I would like this point to be noted in my complaint, as the issue concerns the possible enforcement of an unpublished bonus rule.I will wait for the withdrawal process, but I would appreciate it if this information could be kept as part of my case.Thank you.Best regards,

Hello,I understand the 14-day waiting period regarding the withdrawal process, and I am willing to wait for the normal processing time.However, I would like to clarify that my main concern is not only the withdrawal delay, but the possible application by Sharkroll of a wagering rule that does not appear in their Terms and Conditions.My previous first deposit bonus dates back to January 25, 2026. I lost the entire balance related to this bonus, and my bonus balance has been 0 for several months.Despite this, Sharkroll still considers the wagering requirement from this old bonus to be active and it may potentially block my current withdrawal of 170 USDC.When I asked Sharkroll support where this rule was stated in their Terms and Conditions, they replied that this was not explicitly mentioned in their Terms and Conditions.I would therefore like this information to be added to my complaint, as this concerns the possible enforcement of a bonus rule that is not clearly published, while the bonus balance has been zero for a long time.Thank you for taking this information into consideration in my case.Best regards

Dear tonine,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear tonine,

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.