FestivalPlay Casino - Player's withdrawal is delayed due to vague reasons.

I made a deposit of €80 and took the 100% bonus offered by the casino. I mainly played the slot Wanted with reasonable bets (max. €3 per spin).

I completed all the wagering requirements in full accordance with the bonus terms. After this, my account balance increased to around 3500 euros. The casino then applied a maximum win limit (10x deposit) and reduced my balance to 800 euros, which I accepted.

When I tried to withdraw this amount of 800 euros, my withdrawal remained pending for about a week, after which it was rejected. The reason given was "bonus manipulation", but no further explanation or evidence was provided.

I have asked the casino:

the exact clause that is allegedly violated

a detailed explanation of what my actions are considered bonus manipulation

No clear or reasoned response has been provided by the casino.

I emphasize that:

I have been playing slots normally

I have not violated any bonus terms.

The wagering requirements have been fully met and the casino has already applied the maximum win limit to my balance.

I have also provided the identification requested by the casino (a photo of my utility bill and passport).

I find it unreasonable that winnings are first limited according to the terms and conditions and then the entire withdrawal is denied without clear justification.

I ask for your help in clarifying the matter and achieving a fair solution.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Dear Jaskathekid,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru