I asked for a withdrawal of € 70 on day 19, I need the money immediately and no one answers in the chat. They only send messages where they tell me to upload my documents and within 48 hours they update me, but nothing .. I want my money at all costs because they are thieves!

Ho chiesto un prelievo di 70€ giorno 19, i soldi mi servono subito e nella chat nessuno risponde. Mandano solo messaggi dove mi dicono di caricare i documenti miei ed entro 48 ore mi aggiornano, ma nulla..Voglio a tutti i costi i miei soldi perchè sono dei ladri!

Dear Tatiana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for and forward the confirmation of successful account verification? My email address is [email protected].

Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

I asked for payment with my Mastercard a week ago, I am sending many messages to ask for mine but they tell me every time I need Documents, photos of the card, bank statements, etc ... I have sent them all the time, but they repeat to me as long as some data is missing! I got annoyed, because it seems like a joke.

Ho chiesto il pagamento con la mia carta Mastercard una settimana fa, sto mandando tanti messaggi per chiedere i miei ma mi dicono ogni volta che servono Documenti, foto della carta, estratti conto, ecc...Li ho mandati di continuo, ma mi ripetono sempre che manca qualche dato! Mi sono scocciata, perchè sembra una presa in giro.

Have you been informed what specifically seems to be a problem in verifying your account? Thank you.

The problem is that to get the money they ask for 300 documents, registered bills, many too many things and respond after many hours.

Il problema è che loro per avere i soldi chiedono 300 documenti, bollette intestate, tante troppe cose e rispondono dopo tantissime ore.

It seems that the casino has a strict verification process, but it's not unusual. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful. 

They tell me I need a residency document from the last 6 months. I have no bills in my name, they don't tell me what I can send as a residence document! They are bad

Mi dicono che serve un documento di residenza degli ultimi 6 mesi. Io non ho bollette a mio nome, non mi dicono cosa posso mandare come documento di residenza! Sono pessimi

Thank you very much, Tatiana, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Tatiana,

I looked at your complaint and will do my best to help you. I would like to invite Wins Park Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: [email protected]

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Tatiana,

let me know when you'll receive your winnings, please.

Dear Tatiana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can reopen this complaint anytime.