Sharkroll Casino - Se ha retrasado el pago de las ganancias del jugador.

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Dear fulerosik,

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

Addition to my previous complaint – Referral Program Issue

In addition to the pending withdrawal, I would like to raise a concern regarding the Sharkroll referral program.

I referred over 185 real users under the original referral program terms. At the time, the rules did not specify that only deposits from KYC-verified users would generate referral rewards.

Recently, I was informed that:

• Only deposits from KYC-verified users will now generate referral rewards.
• Previously earned commissions are not recognized under the new rules.

This change effectively cancels rewards I legitimately earned, despite following the original program terms and investing significant time promoting the platform.

Furthermore, this affects my credibility and trust with the users I invited, as they joined based on the trust I built.

I am requesting clarification regarding:

1. Whether previously generated referral commissions can be honored.
2. Any possible resolution or compensation for commissions already earned under the original terms.

Dear fulerosik,

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.

Hello,

Thank you for following up.

Unfortunately, I still have not received the withdrawal. The request was submitted on February 24 for 109 USDT (BSC) and it remains pending.

Each time I contact support, I am given the same response that the withdrawal is "being processed" or "under procedure", but no specific timeframe or transaction hash has been provided.

At this point, it has been over 10 days, which is significantly longer than the stated processing time on the website.

I would appreciate your assistance in helping to resolve this situation.

Thank you for your support.

Best regards.

Dear fulerosik, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear fulerosik,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru