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FAQ

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FAQ

  • My Account
    • Who is allowed to play on Winspark?

      Citizens of accepted countries who are over the age of 18.
    • What personal information must I provide during registration?

      The personal information you will be required to provide during registration will include:
      • Date of birth
      • Name and surname
      • Postal Address (including ZIP Code)
      • Email address
      • Valid contact number
    • Forgotten password/username

      Click the “login” button of the lobby (top right) → click ‘forgot password’ button at the bottom of the login pop-up message → enter your email address in the required field and press the “reset password” button below.
    • Contact support

      You can use the chat function by clicking on the ‘Help’ button on the right-hand side of your screen. You can call, email or fill in a form with your enquiry to have a support agent call you back. For more information, visit our help centre page.
    • Establish a deposit limit

      Use our ‘Reality Check’ function: set the frequency (e.g. every 30 minutes, every 2 hours etc.) and let us remind you how long you have been playing to ensure you are gaming responsibly. Use our ‘Time Out’ function: During this set period (of your choosing), your account will be locked (24 hours; 1 week; 1 month) and you will not be able to access it. Use our Self-Exclusion function: Similar to our ‘time-out’ function, this allows you to take a break from playing, but for a longer period ( 6 months – 60 months). Contact support: Winspark’s staff are invariably trained and well aware of our Responsible Gaming policy. If approached about any such issue, their response will be immediate. For more information, you can view our Responsible Gaming Policy.
  • Deposits
    • How do I deposit into my account?

      Once you’ve registered and logged in, either: Select the ‘deposit’ tab in the lobby (top right of lobby page) → a window will open, asking you to provide your card number in the clearly indicated field, plus the amount you’d like to deposit -> click the ‘deposit’ button at the bottom of the window. OR Click ‘menu’ (top left of lobby ) → choose ‘+ cashier’ → ‘deposit’ → provide your card number in the clearly indicated field, plus the amount you’d like to deposit, and click the ‘deposit’ button at the bottom of the window.
    • What is the difference between ‘BONUS BALANCE’ and ‘CASH BALANCE’?

      Your Cash Balance is the total balance of the funds deposited by you + whatever you’ve earned while playing. You may withdraw (cash out) these funds at any time via the cashier, or keep playing with it. Your Bonus Balance is the total amount of the bonuses you’ve opted for + amounts won using those bonuses. Whenever you play, you first use the funds from your Cash Balance, and only when such funds are depleted, you start playing from your Bonus Balance. In order to cash out/ withdraw funds won using your bonus balance, you have to meet that particular bonus’ wagering requirement. Once you have met the wagering requirement of any given bonus, the funds of that bonus + any related winnings will automatically move to your Cash Balance and you will be able to use them as you see fit (withdraw or keep playing).
    • What is a ‘DEPOSIT LIMIT’?

      A deposit limit is a set amount that allows you to proactively control and decide how much money you want to spend daily, weekly, or monthly.
    • How long does it take to change my limit?

      If you want to increase your maximum deposit limit, it can take up to 24 hours. If you want to decrease your limit, the change will reflect instantly. Should you experience any issues, please contact our Support staff.
    • How long does it take for my deposit to be processed?

      Once your details are accepted, your deposit should be processed instantly and reflect in your account immediately. Should you experience any problems, please contact support.
  • Withdrawals
    • How do I withdraw my winnings?

      Click on the menu drop-down button (from the lobby) → choose ‘cashier’ → choose ‘cash-out’ → enter the details of your preferred payment method in the required field as well as the amount you’d like to cash out. The withdrawal process can take up to two business days. In some cases, you may be requested to provide certain information in order for us to comply with the request. We reserve the right to pay any requested cash-out partly or in total via the same method of payment that deposits were made with. For more information please read our Cashout/Withdrawal Policy. For assistance, contact support.
    • My cash-out has been delayed, denied or cancelled. Why?

      Please review our Cashout Policy to check if you have met all the requirements. A few key things to note: You may be required to verify your identity before you can withdraw from your account. – If your cash-out request is for less than the minimum permitted amount, the funds will be returned to your account balance. It may take additional time for your credit card or payment method provider to post your cash-out funds to your account. Please note that some third party delays may happen in rare cases and are beyond our control. We reserve the right to delay and/or stop the processing of withdrawal requests until final approval if there are any outstanding deposit transactions. You cannot cash out before you have met the minimum bonus wagering requirements.
    • How can I cancel my withdrawal (cash-out) request and return funds to my account?

      You may cancel your withdrawal request during the processing time (two business days) in two ways: Click the deposit button (from lobby) → choose the cancel option that will appear in the subsequent window. Go to ‘menu’ (from lobby) → choose ‘cashier’ → ‘cashout’ → choose the ‘cancel cashout’ option. In both cases, if the request is still in pending status, the request to cancel will be processed instantly and the funds you requested to cash out will automatically be returned to your cash balance. Once the status of your cash-out is’ approved’ at the end of this processing time (two business days), you will no longer be able to cancel your request.
    • How do I keep track of my withdrawals?

      Your cash-out history can be viewed within the “Transaction History” – accessible from the Cashier section of your main menu. Here you will find a complete list of all your cash-out requests – both those that have been processed, as well as those you have cancelled. For assistance with cash-outs or any other matter, please contact us.
    • Why do I need to send in verification documents?

      You might be requested to verify or confirm your identity in order to: 1) Protect both you and ourselves from fraudulent use of an identity and/or funds. 2) Ensure cash-outs reach the right person.
    • How are documents kept secure once they have been uploaded?

      Documents are stored electronically in a secure environment with highly restricted access.
    • Which type of documents might I be required to send?

      You may be requested to send some or all of the following documents: 1. A copy of your ID photo – either your Passport, Driver’s License or National ID card – ensuring that all details, including your name, photograph and signature are visible on the document. 2. A copy of your credit card(s): a copy of the front and back of the credit card you use as a payment method. You should block the middle eight numbers on the front of the card, and the 3 digit security code on the back of the card copy. 3. Proof of address: This may be a utility bill or a credit card statement. It should be a recent document (not older than 6 months), showing your full name at the address registered on your account. If you provide a credit card statement, make sure you blank out the middle eight numbers of the credit card number. 4. Notarized documentation: ‘Notarized’ is considered a certified document which is dated, signed and stamped by a Public Notary.
    • How do I send these documents?

      Your documents are to be uploaded via the Winspark website. Click on the drop-down menu at the lobby → choose ‘Account Settings’ → choose ‘Upload Documents’ – drag and drop each document as a separate JPG file in the indicated space. We recommend that you use a digital camera or scanner as these create the clearest copy of the required documents, allowing us to verify your details without unnecessary delays. To receive further information please contact our customer support or use the chat function inside the lobby.
  • Privacy and security
    • How safe is it to use my credit card on Winspark?

      Very safe. Our platform is PCI compliant, ensuring that all sensitive data remains entirely private and protected and that all processing, storage and transmission of your credit card information is likewise entirely secure.
    • How well is my personal information safeguarded?

      Your personal information is very well protected. Our platform is SSL-secured – ensuring that your personal information and any other transferred data remain entirely private, protected and strictly confidential; augmented by the most recently updated firewall technologies. Moreover, as specified in our Privacy Policy, we do not share your private information with any third parties (unless in accordance with the Privacy Policy).
    • How are my personal details used?

      We use collected personal details and information only for its intended purposes and strictly in the manner outlined by our Privacy Policy. This includes:
      • Setting up your account and providing you with our services
      • Administering and managing your account – including billing and withdrawals
      • Providing you with promotional updates regarding our products or services.
      • Providing you with information regarding new software updates and/or updates regarding terms & conditions or other policies.
      • Research and/or anonymous analytics for the purpose of improving and customizing our services to your needs and interests.
      • Monitoring transactions for the purposes of preventing fraud or violation of applicable laws.
    • Cookies

      For information about Cookies and/or privacy-related queries, please view our Cookies section in our Privacy Policy.
  • Games
    • What kind of games does Winspark offer?

      Winspark offers a wide, thematically varied and ever-expanding collection of cross-device video slots, scratch card and instant win games – all landscape and portrait supported from any device. To get a full view of the unique games we offer, you can choose the relevant category from the lobby e.g. ‘Video Slots’, ‘Scratch Games’ and explore the growing collection of games offered under each category.
    • How is the outcome of the games generated?

      Winspark utilises a QUINEL-certified Random Number Generator (RNG). Moreover, we utilise maths models designed by the industry’s top game mathematicians to ensure the games are both fair and wildly exciting. For more, please visit our Fair Play Policy.
    • I am not sure what the result of my previous game/s was. What do I do?

      Click on the drop-down menu at the lobby → choose ‘Game history’ → choose the relevant date in the indicated field. A comprehensive table will appear with the name of each game you played with an exact date, time, end balance, total bet, and the total win of each game.
    • Are instructions for the games available?

      Yes, of course. Each game contains instructions (Help Page) indicated by a question mark symbol. Simply click on the question mark icon at the bottom left of the game screen to view.
    • What if I have won a free spins or bonus game and I am suddenly disconnected from the internet while playing?

      Every Free Spin (or Bonus game) that you played (check Game History) as well as every Free Spin or Bonus Game that is owed to you (awarded but not yet played) is stored by the system. Return to the particular game you were playing when you were disconnected and the system will recommence with your free spins/bonus round where you left off. If you experience any problems, please contact support.
  • Promotions & Bonuses
    • How do I get the €5 free bonus?

      The €5 free bonus is available only once per household, and is added to your account by the system right after you register.
    • What bonuses can I get?

      For information about our promotions and bonuses, visit our Promotions page.
    • How do I know I’ve met my wagering requirement when I play with bonuses?

      Should you want to inquire about your wagering status (that is, how much wagering you have left before the funds move from your Bonus Balance to your Cash Balance i.e. before you can withdraw), please contact support. As a general rule, keep in mind that the wagering requirement on all bonuses is x50, unless otherwise specified. In order to meet your wagering requirement, simply keep playing (wagering). Once you’ve wagered the required amount set by the bonus terms, the money in your Bonus Balance will automatically move to your Cash Balance. This will mean you’ve hit the wagering requirements and can use your funds as you wish.
    • What are promotions?

      Winspark offers its players regular promotions and tournaments to earn cash prizes or bonus money. To keep track of these, check your email inbox or the Promotion page.
    • How can I make sure that I receive all Winspark's promotional emails?

      That happens automatically unless you unsubscribe. Should you fail to receive our emails or suspect that you are not receiving all of them, you could check your email spam folder and change your email settings (mark Winspark emails as “not spam” or “safe”). Should you continue to experience problems, contact our support team – they’ll be sure to assist.
    • What are VIP points?

      At Winspark, you earn 1 VIP Point for every €10 (or 10 currency units) wagered from your first bet – no additional deposit required – and regardless of whether you wager using your Cash Balance or Bonus Balance. VIP Points can be redeemed at the cashier and deposited into your account at any time. They can also be used for wagering on all our games. The more points you collect – the higher your VIP Level and the better the benefits! For more information on Winspark’s exclusive VIP Club, levels and benefits, click here.

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