HomeComplaintsWinsPark Casino - Player’s complaining that his withdrawal wasn’t credited instantly.

WinsPark Casino - Player’s complaining that his withdrawal wasn’t credited instantly.

Amount: €100

WinsPark Casino
Safety Index:Below average
Submitted: 07 Mar 2020 | Case closed : 30 Apr 2020
Case closed Our verdict

Insufficient evidence from player

REJECTED

Case summary

4 years ago

The player from Italy is questioning casino’s withdrawal process. We rejected the complaint because it was unjustified. The player's deposits were refunded.

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4 years ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 years ago

Dear Emanuele,

Thank you very much for submitting your complaint. 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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you very much for your understanding.

Best regards,

Petronela

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4 years ago
Translation

I withdrew them because I needed them and I thought that they would immediately put them in my bank account but when I deposit immediately if you take them and do not tell me anything but for Wednesday I would like to be credited with the money that I withdrew because I need it because how is the deposit that immediately if you take them I would like that the withdrawal immediately credit them to my account thanks for everything and good day

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4 years ago

Unfortunately, as I mentioned before, 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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money.

 

Additionally, in order to receive your winnings, you will go through KYC verification (know your customer, alternatively known as know your client or KYC, is the process whereby a business verifies the identity of its clients and assesses their suitability, along with the potential risks of illegal intentions towards the business relationship. The term can also refer to the bank regulations and anti-money laundering regulations that govern these activities.) Please understand, that without verifying your account, you won’t be able to receive any winnings. This is a standard procedure in a vast majority of casinos. Thank you very much for your understanding and patience. 

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4 years ago
Translation

Okay, however, I hope that you will soon examine why I deposit the money and you immediately take it and now I would like the withdrawal to be resolved for this week because as I put the money and I lost it now I was lucky enough to win it and I wish the withdrawal will be resolved all for this week

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4 years ago

I’m sure you understand that I don’t work for Wins Park Casino, but for independent Casino.guru. I just tried to explain why you haven’t received your withdrawal instantly. Please keep us updated regarding your withdrawal. We will be waiting for your confirmation patiently.

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4 years ago
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OK Bye

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4 years ago
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Sorry given that my father's credit card now I have to give us all his documents

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4 years ago

Thank you very much Emanuele for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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4 years ago
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Thanks so much

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4 years ago
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Good evening since they canceled my account I would like to ask for a refund of the money I deposited because when I have to deposit immediately if they take it and to withdraw they ask for the documents the card the bulletin the bank statement mah

However, for the next 5 working days I want a refund for the money I deposited

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4 years ago

Hi Emanuele,

Your account was blocked because you breached the casino's T&Cs by using your father's credit card in your name. Let's see what can be done about the refund of your deposit. I would like to ask the Wins Park Casino to reply to this complaint.

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4 years ago
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OK thank you very much

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4 years ago

We would like to ask the Wins Park Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

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4 years ago
Translation

They already deleted me from the site and now everything is solved I do not give him any documents and we have solved everything

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4 years ago

Hi Emanuele,

Has your deposit been refunded?

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4 years ago
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Still no but you when you sent it

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4 years ago
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Good evening,

In order to ensure the safety of players' funds, WinsPark casino is applying strict controls and is following certain rules regarding the transfer of money in the case of withdrawal.

Withdrawal requests are processed within 2 working days (Monday to Friday) from the request and after a complete identification of the Player Profile.

The player is informed of the status of the request and of the administrative procedure via email.

The player is asked to confirm his identity and home address. For this purpose, documents such as an identity card (optional driving license or passport) are required. To confirm his residence address, the player is asked for a photocopy of a utility bill attested to him. The WinsPark casino carries out the verification of the documents received as a measure against money laundering and protection against financial crimes.

We would like to point out that once the verification has been successfully completed, the funds are transferred to the customer's personal account with maximum urgency.

We remain available for any necessary clarifications on our procedures,

Sincerely,

Support clinics of WinsPark

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4 years ago
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My account has been deleted but no message has arrived on my refund email and I am waiting for you

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4 years ago

Hello,

I have a question for the Wins Park Casino. Will the player's deposit be refunded? 

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4 years ago
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And when I get refunded if I don't make the bank transfer for the next 3 working days, I will report them

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4 years ago

We would like to ask the Wins Park Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

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4 years ago
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I will be refunded by Thursday 2nd April

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4 years ago
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Dear Emanuele,

Thanks for keeping us updated!

We inform you that our Customer Service has already sent an email with all the necessary information.

Do not hesitate to contact us for further assistance.

Sincerely,

Support clinics of WinsPark

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4 years ago

Hi Emanuele,

That's good news, please let me know as soon as you receive your money.

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4 years ago
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They told me the money will arrive by April 2nd

But can I or will I arrive earlier?

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4 years ago

Hi Emanuele, 

Has your deposit been refunded?

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4 years ago
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You still can't see if they can move because I'm still waiting for them

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4 years ago
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You can check when they send them to me and the amount they send me. Thank you very much. I'm waiting for your answers

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4 years ago
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Sorry, my refund has not yet been made, you can intervene and resolve this fact

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4 years ago
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Sorry but you can contact them to get the 100 euros or I have to get my lawyer to intervene and report me.

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4 years ago

Dear Wins Park Team,

Has the money been sent to the player?

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4 years ago
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I haven't found anything yet

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4 years ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 years ago

Hi Emanuele, 

Please let me know if the money was refunded.

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4 years ago
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And I would like to know when you sent me

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4 years ago

Emanuele, does this mean you haven't received the money? Have you used the code to track the payment down?

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4 years ago
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I called the bank and he doesn't answer me as soon as I get off I go to see and see if you sent me the money I had to withdraw

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4 years ago
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I asked you 100 euros no 10 euros tomorrow I will let you contact my lawyer I had to have 100 euros as of right but given that you do it yourself I have to provide

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4 years ago

How much did you deposit? 

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4 years ago
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I have deposited 20 euros twice and I have withdrawn 100 euros which are rightfully waiting for me and you have not given them to me but you have given me 10 euros and I have to do with it.

I want the money that awaits me when I deposited you in an instant you took them from the card without asking for anything then at the withdrawal you ask me a thousand questions now I will ask you a question if you do not want to go into question and better that you give me the money that are waiting for me otherwise I will be forced to call my lawyer and go to report the whole structure and we will go to court. I within the next 3 working days I want my money if not I will do what I have to do we would go into action or intervene you and take action or I see what to do

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4 years ago

Hi Emanuele,

I hope you understand that I don't work for the casino. I work for Casio Guru which is an independent website. I am a bit confused about the amounts of money deposited and refunded. Since you used your father's credit card to deposit money in the casino, you will not get the winnings earned from this. You will only get a refund of the deposited amount. So do I understand correctly: you deposited €40 using your father's credit card, won some money and when you made a withdrawal, your account was blocked? 

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4 years ago
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Yes just as soon as I made the withdrawal after 3 days they blocked me and then I did not deposit 10 euros but 40 euros I would like them My money that I deposited because they immediately took them and I know you are not from the wins park casino but I want you to intervene but if they do not want to collaborate I make my lawyer intervene because I want what I have deposited at least and I want 40 euros

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4 years ago

Hi Gina,

Could you please explain why the player was only refunded €10?

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4 years ago
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And I should have another 30 thanks a lot

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4 years ago

I would like to ask the Wins Park Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

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4 years ago
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And I would like the number or the email because I have to report them

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4 years ago
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Dear Emanuele,


Thank you for contacting us and providing information about your deposits!


We immediately considered your request and according to the checks carried out, you deposited twice for the sum of 10 euros each. These deposits were sent back to the original source of origin.


Please give us further clarifications regarding the request to send you a higher sum of money? Do you have another account registered with our Casino?


Waiting for a feedback, do not hesitate to contact us also in live chat, clicking on the "HELP" button, to further inform you about the advantageous bonus offers dedicated only for you. We wish you a wonderful day and above all Good luck!


Cordially,

Tony


Customer care

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4 years ago
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I just want the money waiting for me and no money has arrived to me they sent me only 10 euros and what I have to do I want the money waiting for me and I have only one account and now they have eliminated me and now I want my money that in 5 days we would go to court if they don't give me the sum that awaits me

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4 years ago

Hi Emanuele,

I chatted with a casino rep and they provided me evidence that your €20 were refunded. If you have any evidence that you deposited €40 by your father's credit card, please upload it here. Otherwise, we will have to consider the case closed.

Edited by a Casino Guru admin
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4 years ago
Translation

My father is not with me and I have proof that you owe me 100 euros and if we go to the case I will tell you that I have not given the money of the withdrawal and that it has been sent back to me and my lawyer is already providing them no they want me give I send them the cause so I will close that scammer site and say that they are scammers and that they have cheated me now 2 are the things or they give me the rest of the money that was refused me or for that small withdrawal that they refused me they will be accused of fraud and will close the site

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4 years ago

Dear Emanuele,

I'm really sorry, but if you can't provide any evidence to prove the casino wrong, I will have to reject your complaint. I wish I was of more help.

Best regards,

Peter

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