WinsPark Casino - Player played with an automatically added bonus.

The policy of the first mandatory bonus is not very clear and understandable and it is very penalizing for new members. I made a first deposit of 100 eur and without asking for it I was awarded a 100% bonus for which I was obliged to bet a total amount of 6000 eur (200 x 30)... I did not even have time to play the first 1000 eur to lose everything I deposited!

Dear ppaolo6,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the process of activating a bonus at this casino. Unfortunately, it seems that bonuses are added automatically. However, I contacted the live chat support and they immediately canceled the registration bonus of $5 I received, and I was assured that I can cancel the deposit bonus as well:

Unfortunately, since you decided to play with the bonus and lost all the related funds, there is not much more we can do for you in this case. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Kristina

Dear Kristina,

thank you for your answer

I accept your decision

but... I suggest you to mention in the negative points of your review of this casino the non-transparent procedure of the initial bonus / trap (not very acceptable for a casino with "perfect reputation" rating)

Dear Kristina,

I just deposited another 50 eur at the casino to test the withdrawal procedure

well when I tried to withdraw the funds I was not allowed to do so because I have to meet the requirements of bets (as if I still had active bonuses ?)

best regards

Paolo

Dear Kristina,

can you answer please to my last question ?

thanks & regards

Dear Kristina,

please contact again the Wins Park Casino support because now they tell me that the bonus CAN NOT be cancelled anyway !!!!! (see the chat screenshot)

they even deny that they promised you !!!

unbelievable and inadmissible.

In the meantime I have been so induced erroneously to make unnecessarily a second deposit that remains in turn blocked by this damned bonus.

thanks & regards

Paolo P.

To answer your question regarding wagering requirements for deposits - some casinos require to wager the real money deposit. This is one of the standard AML (anti-money laundering) rules. Not all casinos require this, but it isn't anything unfair. 

I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

yes, I know this very well (I also play on many other casinos),

but most of the casinos do not assign bonuses not required and especially allows you to cancel them even afterwards

Moreover, only the deposits that generate the bonus are blocked, not the subsequent ones.

Then not returning your balance at the time of account closure is completely illegal.

I do not understand how you can still evaluate positively this bad casino.

Hello Paolo!

I will take care of your complaint from now on. Regarding your concerns about a required play-through for your deposit without any bonus, I went to winspark.com and here is what I found:

"Our expectation is that our members will deposit in order to actively play with their own funds. On accounts where this does not seem to be the case. We reserve the right to enforce a wagering amount on your deposited funds, before allowing any withdrawal from said account. This wagering amount will be a multiplication of the total deposited funds, which we will specify depending on the case. We reserve the right to require this wagering to be performed in specific games, and to exclude certain low risk bets or game types, at our discretion."

This is a common practice in casinos, as a part of anti money laundering policy, as Kristina mentioned already.

That being said, I would like to invite representatives of Wins Park Casino into this complaint in order to help us resolve the issue.

Hello Martin !

yes, I know the  anti money laundering policy ...

but they can't pretend a wagering amount 50x the deposit amount ! this is not an "anti money laundering ", this is a theft !

In fact after wagering about 1000 EUR my inital 100 EUR deposit was already gone ...

And do you think this is serious a rule like this : "which we will specify depending on the case" !?

... this means that they can arbitrarily choose any multiplier they like: again, this is a theft.

I don't understand how you can consider such a casino serious!

... and do you find it normal that if I close my account they pocket my remaining balance?

No other casino that I know allows itself to do this, also because it is not at all legally permissible !

Hello again,

Paolo, do you suggest that Wins Park Casino placed a 50x wagering requirement on your second deposit?

yes (they confirmed this to me in the chat)

but the second one shouldn't have anything to do with the bonus

Dear Paolo,

Thank you for clarification of the situation, we have already contacted the casino in order to join the discussion here, I would like to get some explanation and then we may proceed with this complaint's resolution.

Dear Martin,

I confirm that my account has finally been closed and the remaining funds in it (50 eur) have been transferred to my Skrill account 🙂

Thank you very much for your support !

best regards

Paolo

Hello Paolo!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.