WinsPark Casino - Spillerens klager over, at hans tilbagetrækning ikke blev krediteret med det samme.

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

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

Io li ho prelevati perché mi servivano e mi pensavo che subito me li mettevano sul conto bancario però quando deposito subito se li prende e non ditemi nulla ma per mercoledì vorrei che mi venissero accreditati i soldi che ho prelevato perché mi servono perché come è il deposito che subito se li prende vorrei che il prelievo subito me li accreditano sul conto grazie di tutto e buona giornata 

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. 

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

Va bene però spero che farete presto ad esaminare perché come io deposito i soldi e voi subito ve li prendete e ora vorrei che il prelievo si risolva per questa settimana perché come ho messo i soldi e li ho persi ora ho avuto la fortuna di vincerli e vorrei che il prelievo verrà risolto tutto per questa settimana 

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.

OK Bye

Va bene arrivederci 

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

Scusate datosi che la carta di credito è di mio padre ora ci devo dare tutti i suoi documenti 

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.

Thanks so much

Grazie mille 

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

Buonasera datosi che mi hanno cancellato l account io vorrei chiedere e di diritto il rimborso dei soldi che ho depositato perché quando devo depositato subito se li prendono e per prelevare vi chiedono i documenti la carta il bollettino l estratto conto mah 

Comunque per i prossimi 5 giorni lavorativi voglio il rimborso per i soldi che ho depositato 

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.

OK thank you very much

Ok grazie mille 

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.

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

A me già mi hanno cancellato dal sito e ora è tutto risolto io non gli do nessun documento e abbiamo risolto tutto 

Hi Emanuele,

Has your deposit been refunded?

Still no but you when you sent it

Ancora no ma voi quando lo avete mandato

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

Buonasera,

Per poter garantire la sicurezza dei fondi dei giocatori il casino' di WinsPark sta applicando rigorosi controlli e sta seguando determinate regole per quanto riguarda il trasferimento di denaro nel caso di prelievo.

Le richieste di prelievo vengono ellaborate entro 2gg lavorativi (dal Lunedi’ al Venerdi’) dalla richiesta e dopo una completa identificazione del Profilo del Giocatore.

Il giocatore viene informato sullo stato della richiesta e sul procedimento amministrativo via mail.

Al giocatore viene richiesto di confermare la sua identita' e il suo indirizzo di residenza. A tal scopo gli vengono richiesti documenti come carta d'identita' (opzionale patente di guida oppure passaporto) Per confermare il suo indirizzo di residenza al giocatore viene richiesta fotocopia di una bolletta di utenze attestata a lui. Il casino' di WinsPark effettua obbligatoriamente la verifica dei documenti ricevuti come misura contro il reciclaggio di denaro e protezione contro reati finanziari.

Teniamo a precisare che una volta compiuta con successo la verifica i fondi vengono trasferiti al conto personale del cliente con massima urgenza.

Rimaniamo a disposizione per eventuali chiarimenti necessari sulle nostre procedure,

Cordiali saluti,

Supporto clineti di WinsPark

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

Il mio accaunt è stato eliminato ma non mi è arrivato nessuna messaggio sulla mia email del rimborso e sto aspettando voi 

Hello,

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

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

E ma quando vengo rimborsato io se per i prossimi 3 giorni lavorativi non mi fanno il bonifico li denuncio

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.

I will be refunded by Thursday 2nd April

Sarò rimborsato entro giovedì 2 aprile

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

Caro Emanuele,

Grazie pr averci aggiornati!

La informiamo che il nostro Servizio Clienti ha gia' provveduto all'invio di una email con tutte le informazioni necessarie.

Non esiti a contattartci per avere ulteriore assistenza.

Cordiali saluti,

Supporto clineti di WinsPark

Hi Emanuele,

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

They told me the money will arrive by April 2nd

But can I or will I arrive earlier?

A me mi hanno detto I soldi arriveranno entro il 2 aprile 

Ma posso o anche arrivare prima? 

Hi Emanuele, 

Has your deposit been refunded?

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

Ancora no potete vedere un po' se si possono muovere perché io sto aspettando ancora loro

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

Potete controllare quando me li mandano e la somma che mi mandano grazie mille aspetto vostre risposte 

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

Scusatemi il mio rimborso ancora non è stato fatto potete intervenire e risolvere questo fatto 

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

Scusate ma ci pensate voi a contattare loro a farmi dare i 100 euro oppure devo far intervenire il mio avvocato e fare denuncia ditemi voi

Dear Wins Park Team,

Has the money been sent to the player?

I haven't found anything yet

Io non ho ancora trovato nulla

Hi Emanuele, 

Please let me know if the money was refunded.

And I would like to know when you sent me

E io vorrei sapere quando mi avete mandato

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

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

Io ho chiamato la banca e non mi risponde appena scendo vado a vedere e vedo se mi avete mandato i soldi che dovevo prelevare

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

Vi ho chiesto 100 euro no 10 euro domani vi farò contattare dal mio avvocato io dovevo avere 100 euro come di diritto ma datosi che fate di testa vostra io devo provedere

How much did you deposit? 

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

Io ho depositato due volte 20 euro e ho prelevato 100 euro che mi aspettano di diritto e non me li avete dati ma mi avete dati 10 euro e io che me ne devo fare. 

Io voglio I soldi che mi aspettano io quando depositavo voi in un attimo subito ve li prendevate dalla carta senza chiedere nulla poi al prelievo mi fate mille domande ora ve la faccio io una domanda se non volete andare in causa e meglio che mi date i soldi che mi aspettano se no sarò costretto a chiamare il mio avvocato e andarvi a denunciare tutta la struttura e andremo in causa. Io entro i prossimi 3 giorni lavorativi voglio i miei soldi se no farò ciò che devo fare andremmo in causa o intervenite voi e provvedete oppure vedo io cosa fare

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? 

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

Si giusto appena ho fatto il prelievo dopo 3 giorni mi hanno bloccato e poi io non ho depositato 10 euro ma 40 euro  io li vorrei I miei soldi che ho depositato perché loro subito se li prendevano  e io lo so che non siete del casinò wins park ma voglio che intervenite voi ma se loro non vogliono collaborare faccio intervenire il mio avvocato perché voglio ciò che almeno ho depositato e voglio I 40 euro 

Hi Gina,

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

And I should have another 30 thanks a lot

E io dovrei avere altri 30 grazie mille 

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.

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

E io vorrei il numero oppure l email perché li devo denunciare 

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

Gentile Emanuele,

Grazie per averci contattato e fornito delle informazioni riguardo ai depositi effettuati da parte Sua!

Abbiamo immediatamente preso in considerazione la Sua richiesta e secondo le verifiche effettuate, Lei ha depositato due volte per la somma di 10 euro ciascuno.Tale depositi sono stati rispediti alla fonte originale doi provenienza.

Per favore, ci dia ulteriori chiarimenti in merito la richiesta di inviarLe una somma superiore di denaro?Ha un'altro account registrato presso il nostro Casino'?

In attesa di un riscontro, non esiti a contattarci anche in chat dal vivo, cliccando sul tasto "AIUTO", per informarLa ulteriormente sulle vantaggiose offerte di bonus dedicate soltanto per Lei.Le auguriamo una splendida giornata e sopra tutto Buona Fortuna!

Cordialmente,

Tony

Servizio Clienti

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

Io voglio semplicemente I soldi che mi aspettano e a me non è arrivata nessuna somma di denaro mi hanno mandato solo 10 euro e che devo fare i voglio I soldi che mi aspettano e ho un solo accaunt e ora mi hanno eliminato e ora voglio I miei soldi che tra 5 giorni andremmo in tribunale se non mi daranno la somma che mi aspetta

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.

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

Mio padre non sta con me e io ho le prove che mi dovete 100 euro e se andiamo in causa ci dirò che non mi sono dati i soldi del prelievo e che mi è stato rinviato e il mio avvocato già sta provvedendo loro no me li vogliono dare io li mando i causa così gli farò chiudere quel sito di truffatori e dirò che sono truffatori e che mi hanno truffato ora 2 sono le cose o mi danno i resto dei soldi che mi è stato rifiutato oppure per quel piccolo prelievo che mi hanno rifiutato saranno accusati come truffatori e chiuderà il sito

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