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