WinsParkSpin Casino - Виграш гравця конфісковано.

I had won 🏅on winds Park Casino and I had won the first time 20,000 on it. They had told me to deposit $50 of bitcoin and that they would cash me out so I deposited $50 but it ended up costing me $69 in total and then they later told me I needed deposit another $116 in order to receive my winnings ! this is the worst casino I have ever played. I never got my money. They don’t care that. They took my money from me and they’re a bunch of thieves. This is ridiculous and I want my money back. At least the money that I had put on there to cash out and they just told me no they deposit more money and they’ll cash me out, what they think that I’m stupid I would like my money

Dear Falcione,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the casino confiscated all your winnings? Could you please clarify how much money you currently have in your casino account?
• Also, do I understand correctly that you deposited both $50 and $116?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Thank you very much, Falcione, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Falcione,

I'm Michal, and I have taken over your complaint. After reviewing the details of your case, I find the request made by the casino live chat agent for a transaction fee to process your winnings to be questionable. While it is true that some casinos may impose fees related to withdrawals or specific payment methods, I have come across this information in the WinsPark Casino Cash-out policy:

Additionally, such fees are usually deducted from the winnings, making the request for an extra deposit to cover transaction fees seem rather dubious. I will reach out to the casino for further clarification on this issue. We would like to invite WinsPark Casino to join the conversation.

Dear WinsPark Casino,

I would appreciate it if you could clarify the reasoning behind your request for an additional deposit in order to release the player's winnings. The player has already made a real money deposit, and this further request appears to be rather unexpected. Additionally, could you please explain why the fees have not been deducted from the winnings, as is typically the case in these circumstances? I look forward to your response.

Dear Casino Guru Team,

We have noticed players complaining about another casino, winsparkspins.com, and these complaints being associated with winspark.com. To avoid any confusion for the players, as well as to make sure our reputation is not affected by the policies of another casino, could you please make sure that no complaints / reviews / discussion posts etc. about winsparkspins.com are associated with winspark.com?

Thank you very much for your understanding and assistance.

Kind regards,

WinsPark.com

Dear Falcione,

Thank you for sharing your experience. We are writing from winspark.com and we would like to clarify that the winsparkspins.com casino is in no way related to us and our company. We do not charge any fees for processing withdrawals and our casino winspark.com currently does not operate in the US. Should you have any questions or concerns regarding our casino winspark.com, please don't hesitate to contact our customer support team via chat or email.

Kind regards,

WinsPark.com

Dear WinsPark Casino,

Thank you for the clarification. The winsparkspins.com casino looks almost the same as your winspark.com casino. I would advise you to reach out to winsparkspins.com to change their appearance as it looks like a scam site of your casino and it could have a negative influence on your reputation. I will now remove this case from your assignment.

Dear Falcione,

As mentioned above, looks like you signed up for what appears to be a fake casino. The overall look of the website is indeed very similar to winspark.com casino, however, I found some serious discrepancies. As mentioned the "genuine" winspark.com casino doesn't accept players from the US and when I was trying to create an account I got this message:

After further comparison, I noticed this...

I understand that casual players don't really notice this, but as you might know, there are thousands of various casino sites and it is always a good idea to experience caution. I will now move this case to a temporary casino as we have not yet reviewed winsparkspins.com casino and will try to reach out to them to see if I can help

Dear Falcione,

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.

OK, so you want me to respond to that? I gave money to a fake casino site I got

Dear Falcione,

The primary aim of your response was to acknowledge that you have seen my post and are informed about the situation. I'm sorry I don't have any better news for you. I completely understand your excitement over winning such a substantial amount, and while the high fees might not have been a significant issue had the casino honored your winnings, the likelihood of that happening seems pretty much close to zero.

As expected, I have not received any response from the winsparkspins.com casino team despite my multiple efforts to contact them. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I highly advise against making any further payments to the winsparkspins.com casino, as this is likely to lead to even greater financial losses for you.

I would recommend choosing casinos based on their reviews and ratings in the future, and always using the official link or URL of the casino to avoid similar situations. I'm sorry we couldn't be of more assistance this time.

Best regards,

Michal

Casino Guru