WinsPark Casino - Las ganancias no se han acreditado en la cuenta del jugador.

I played and they did not accept the winnings from the casino url and:

https://secure.5winspark.com/#/lobby?0=r&1=e&2=a&3=l&playMode=real

Ho giocato e non mi hanno accettato la vincita url del casino e:

https://secure.5winspark.com/#/lobby?0=r&1=e&2=a&3=l&playMode=real

Dear Orgest1992,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture. Could you please elaborate?

Do I understand correctly that your accumulated winnings have been cancelled completely?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I had a win of 3000 € but the game did not know me written to the support and can not give me an answer if I will have the possibility to send you the screenshots of the play of the id and I will send it to you immediately

Ho avuto una vincita di 3000€ ma il gioco non me lha conosciuto scritto al supporto e non sa no darmi una risposta se avrò la possibilità di mandarti i screenshot della giocata del id e tutto ve lo invio subito

Thank you very much, Orgest1992, for your reply. I have checked the general terms and conditions and this is what I found https://secure.5winspark.com/#/help/user-agreement:

"You agree that, in the event that the services fail to operate correctly as a result of, but not limited to, any delay or interruption in operation or transmission; any loss or corruption of data or communication or lines failure; any person's misuse of the site or its contents; any error or omission in content, or any other factors beyond our control: (1) the Company will not be responsible for any loss, including loss of winnings, that may result; (2) if any such errors result in an increase in winnings owed or paid to you, you shall not be entitled to the winnings falling within such increase. You shall immediately inform the Company of the error and shall repay any winnings credited to your account in error to the Company (as directed by the Company)  and (3) the Company may, at its discretion, deduct an amount equal to those winnings from your account or set off such amount against any money owed to you by the Company."

Could you please advise if you have saved any screenshots showing your win, ideally your game history in Excel format? If yes, please forward it to petronela.k@casino.guru. Looking forward to hearing from you.

Hi I sent it to you by email thanks

Salve ve lo inviato via email grazie

Thank you for the email. Do I understand correctly that based on this paytable you believe that the payout should have been €3,000?

The payout should be € 12 bet for € 150multiply diamond of € 1,800 but in the end it was 0 I wrote to the support and after a 1 week war they told me that due to problems they offer me € 30 plus 10 free spins but in my opinion it is a joke because I won according to their rules of the game and I want the minimum of 60-70% winnings on my account

La vincita dovrebbe essere di 12€ bet per 150multiply di diamond di 1.800€ ma alla fine è stato 0 ho scritto al supporto e dopo una guerra di 1 settimana mi hanno detto che per causa dei problemi loro mi offrono 30€ più 10 tiri gratuiti ma secondo me è una presa in giro perché io ho vinto secondo le loro regole di gioco e voglio il minimo di 60-70% di vincita sul mio conto

I do apologize if I'm misreading the winning combination but the symbols are supposed to be aligned in one of the three bet lines, is that correct?

line number 5 according to their games rules

linea numero 5 secondo il loro regolamento giochi

I see. Wasn't your bet €0,60?

0.6 per line are 20 lines like this and 12 €

0.6 per linea sono 20 linee così e 12€

Is your bet visible anywhere, please?

Was there any Error Report presented to you?

Thank you very much, Orgest1992, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Orgest1992.

I am sorry to hear about your troubles. From the support agent message, it looks like that the problem was in the game manual. Did you receive any other explanation from the casino support?

I would like to invite the casino representative into the case. Would you please explain to us what exactly happened?

Hi they said that it is a problem with the rules of the game and they offered me a bonus of € 30 but I played and being that according to their rules and their game manual my bet is winning I just want my money for once i win. For me it is okay if the representative of the game comes in because since I sent them an email in here I told them that I reported them on the postal police I have not had more answers

Salve hanno detto che è un problema sulla regolamento del gioco e mi hanno offerto un bonus di 30€ ma io ho giocato ed essendo che secondo do le loro regole e le loro manuale del gioco la mia giocata è vincente io voglio solo i miei soldi per una volta che vinco. Per me va bene se entra il rappresentante del gioco perché dal momento che li ho inviato un email in qui li dicevo che li denunciato su polizia postale non ho avuto più rispostw

Dear everyone! 

I hope we are all well and I would like to apologize for the delay in the reply. 

As a CS Manager and escalation point, this particular case has been brought to my attention several days ago and I would to bring some clarity here and clear the confusion. I have reviewed the situation thoroughly and discussed the matter with our Tech department, and further to our previous reply by CS team, I can confirm that our response was correct and still stand.

As advised earlier, the player in question should have won 90.00 Euro (only) if the player hit the payline as it was said in the rules that 5 diamond icons multiply the bet per line (0.60) x 150 times = 90 Euro total, however, it was not the case. As you can read on the rules, the winnings must be on an active payline and consequent from left to right in order for any winnings to be awarded. Usually the games are working properly, so in case of such claims it is better and faster to check the game rules first.

The issue originates from the rules that are shown in the game's rules section. As it is shown on the website, the rules say that the payline is 3 by 5 squares.

However, the actual game was 4 by 5 squares and these are the paylines as shown below:

That being said, there was no technical issue per se, as the player did not win anything by the game's logic. The potential winnings of the player would have been 150 (the 5 diamonds combination) x0.6 (bet per line) = 90 Euro total.

I can confirm that there were no technical issues identified in the game, nor the winning lines won by the player by the game design and logic. Because of this confusion and misleading information provided in the game rules, as a sign of our kindness and courtesy, a discretionary good will credit was issued to the player, which we believe was fair.

In regards to player's claim of 3000 Euro, it is strongly unjustified as in no situation the player would have won that amount.

As advised previously, we have requested a dedicated team to update the game rule information to display the correct payline information on our website.

I hope the above will explain the situation and what was wrong.

The problem is that even if I have notified you that there is an anomaly on your game guide after I reported it, you have not changed it and it concerns that for you my winnings are unfair that on all my games on that game none have been registered I don't think it's because no one can say sorry we have a problem because I too can tell you sorry I paid was not supposed to. The fact is that you keep writing that you have no problems with the game and another thing that drives me crazy because it is written by you black and white wrong or not are your problems. You sent me a € 30 bonus in here it was another rip off that increased the amount of money I had to play to withdraw. As I said, I will report you to the postal police if nothing can be done here and I want compensation for damage since I have 1 month fighting with you for 1000 € but not on the gaming account in my current account. Thanks

Il problema è che pure se vi ho notificato che sulla vostra guida gioco sono presente anomalia dopo che lho denunciato voi non l'avete cambiato e riguarda a che per voi è ingiusta la mia vincita che su tutte le mie partite su quell gioco nessuna è stata registrata non credo che sia perché nessuno può dire scusateci abbiamo un problema perché anche io vi posso dire scusateci ho versato non doveva. Il fatto e che continuate a scrivere che non avete problemi con il gioco e un altra cosa che mi fa impazzire perché è scritta da voi nero su bianco sbagliato o no sono problemi vostri. Mi avete mandato un bonus di 30€ in qui era un altra fregatura che mi ha aumentato la quantità di soldi che dovevo giocare per prelevare. Così come ho detto io vi denuncio sulla polizia postale se qui non si può fare niente e voglio un risarcimento danno essendo che ho 1 mese che combatto con vuoi di 1000€ ma non sul conto gioco sul mio conto corrente. Grazie

Dear customer, thank you for your reply and the feedback provided. 

As confirmed in my previous reply to you, regardless of your future proceedings, our response in the matter will not change and the decision will stand. We truly believe that we have provided you a full reply and the details to understand the whole picture of your concern. What is more, a discretionary goodwill credit was also provided to you that we believe was also fair. 

As there is nothing more that we could add to this particular topic, we will no longer discuss the matter.

We wish you all the best!

As told by you: * The problem comes from the rules shown in the game rules section. As shown on the website, the rules say that the payline is 3 by 5 squares *

I want the compensation I deserve check the games I have played and according to your rules of the game I deserve the win and not only 5 of diamonds but the other games as well. Do the math I just want what I deserve

Come detto da voi : *Il problema deriva dalle regole mostrate nella sezione delle regole del gioco. Come mostrato sul sito web, le regole dicono che la linea di pagamento è di 3 per 5 quadrati*

Io voglio il risarcimento meritato controllate i giochi che ho fatto e secondo le vostre regole del gioco Io merito la vincita e non solo di 5 di diamond ma pure le altre partite. Fatte i conti Io voglio solo quello che merito

Hello Orgest1992.

You actually didn't win based on the correct game rules (the game mechanic was right, just the game's manual was wrong). In your case, the casino decided to make compensation and paid you the amount which you would win if the combination were winning one (your it was not)

As the casino representative explained, you won only in one line, and therefore the winnings should be €90. (€0.6x150) I don't see here anything more, what the casino could do for you. Many casinos would not even pay you these €90.

He did not pay me the amount I had to win but 30 € in here he increased the amount I had to play to withdraw anyway I continue legally according to the rules of the curacao casinos the casino holds responsibility for any problem concerning them

Non mi ha pagato l'importo che dovevo vincere ma 30€ in qui mi ha aumentato l'importo che dovevo giocare per prelevare comunque continuo in via legale secondo il regolamento delle casino curacao il casino mantiene responsabilità per ogni problema riguarda loro

Dear Orgest1992,

If you want to go further, you can, of course, contact the casino regulator (Curacao).

But from all the information, we believe that the casino was very player-oriented and did maximum for you in this situation. We do not think that you will get any other compensation.

Because we believe that in this case, the casino had the right and do the maximum to help the Orgest1992, we are closing this complaint as rejected.