Winfest Casino - Pelaajan voitot on takavarikoitu.

Hi, I took a 100% non sticky bonus from the casino. I tried to withdraw the amount above, but the casino was refused, and it was alleged that I was playing prohibited games (Jammin jars). However, the casino website states that the real money portion will be played first, followed by the bonus money portion. The site also states that the bonus terms do not apply if a real money stake is played.

Hei, otin casinolta 100% non sticky bonuksen. Yritin kotiuttaa ylläolevan summan, mutta kasinolta kieltäydyttiin, javäitettiin, että pelasin kiellettyjä pelejä (jammin jars). Kasinon sivuilla kuitenkin lukee, että ensiksi pelataan oikean rahan osuus, jonka jälkeen bonusrahan osuus. Sivustolla mainitaan myös, että bonusehdot eivät ole voimassa jos pelataan oikean rahan osuutta.

Hello Santtu,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise which bonus exactly you activated? If possible, please post here a link to the offer you redeemed.

Also, would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Santtu for your email. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread from now on and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Santtu.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello, everyone,

it is correct that we canceled the player's win. The player claimed our Welcome Bonus on 04/26/2022 and made a deposit of €150. The bonus was active while he was playing with his real money. He has played the banned games "Jammin Jar" 37 rounds and "Sweet Alchemy" 44 rounds. When withdrawing, the amount was €250. We canceled 100€ due to breaking the rules.

We have already explained to the player in the chats that it doesn't matter if the bonus is sticky or non sticky, as long as he has an active bonus he is not allowed to play the prohibited games. This is also clearly explained in our general bonus terms and conditions.

I am sending an excerpt from the bonus terms and conditions:

Warm greetings

Winfest

Hallo zusammen,

es ist richtig, dass wir dem Spieler den Gewinn storniert haben. Der Spieler hat 26.04.2022 unseren Welcome Bonus in Anspruch genommen und eine Einzahlung von 150 € getätigt. Während er mit seinem Echtgeld gespielt hat, war der Bonus aktiv. Er hat die verbotenen Spiele "Jammin Jar" 37 Runden und "Sweet Alchemy" 44 Runden gespielt. Bei der Auszahlung betrug der Betrag 250 €. Wir haben aufgrund des Regelverstosses 100€ storniert.

Wir haben dem Spieler bereits im Chats erklärt, dass es vollkommen egal ist, ob der Bonus Sticky oder Non Sticky ist, solange er einen aktiven Bonus hat, darf er die verbotenen Spiele nicht spielen. Dies ist auch in unseren allgemeinen Bonusbedingungen ganz klar erklärt.

Anbei sende ich einen Auszug aus dem Bonusbedingungen:

Liebe Grüsse

Winfest

Dear Winfest Casino team.

Thank you very much for your cooperation in this case. May I kindly ask you if the player receives any kind of warning when he tries to play banned games with the active bonus(any kind of pop up or something similar)?

There is no warning that looks like anything.

Ei ole minkään näköistä varoitusta.

Hello, everyone,

no, we don't have pop-ups or anything like that when a player opens a banned game.

When a player has activated a bonus in his gift box we have an information mark "Terms & Conditions", when the player clicks on it he gets all the information about the bonus terms and also the link to the additional bonus terms again. Each player is required to read the bonus terms and conditions beforehand and accepts them when playing the bonus.

I am sending an example of what this looks like on our website.

Warm greetings

Winfest

Hallo zusammen,

nein, wir haben keine Pop-ups oder Ähnliches, wenn ein Spieler ein verbotenes Spiel öffnet.

Wenn ein Spieler in seiner Geschenkbox einen Bonus aktiviert haben wir ein Informationszeichen "Terms & Conditions", wenn der Spieler darauf klickt, bekommt er alle Informationen zu den Bonusbedingungen und ebenso und auch noch mal den Link zu den zusätzlichen Bonusbedingungen. Jeder Spieler ist dazu verpflichtet, sich vorher die Bonusbedingungen durchzulesen und akzeptiert diese, wenn er den Bonus spielt.

Anbei sende ich ein Beispiel, wie dies bei uns auf der Website aussieht.

Liebe Grüsse

Winfest

Dear Winfest Casino team.

In casino.guru we examine every case individually. In this specific case, the player experienced a situation that could have been avoided. We fully understand that it is mentioned in your general bonus terms, but from the point of view of inexperienced and recreational players, we find it difficult to check each game if it is prohibited or not (or even know it without a detailed check of the general bonus terms). As we can see on the second screenshot, it is not clearly displayed near the bonus, but the players have to check general bonus terms and conditions and find it there. It is the standard nowadays to inform the player with at least some pop-up window or completely prohibit them to breach such a rule (entering the restricted game). Please, is there any possibility that you can reevaluate the case or is this your final decision? 

Hello,

our decision is final. We do not see any mistake on our part. The bonus conditions are referred to in countless forms. 

Before the deposit directly at the activation of the bonus, in our bonus box, we have in our menu extra a tab for the bonus conditions and if these options are not all used, then we can not help the player. He also has the possibility to ask at any time in the live chat.

In addition, we are not talking about the player has played two three rounds in a forbidden game, he has played both games over a long period of time.

The player has been refunded his deposit, which he has already cashed out and we invite him to use the 50% bonus for the second deposit and try his luck again.

Kind regard

Winfest

Dear Santtu. 

I am very sorry about the situation but since the casino team has made their final statement, we have reached the end of resolution, and we are forced to close this case as 'unresolved'. 

Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. 

To summarize, we fully understand that player agrees with casino T&Cs, but we also believe that the environment in a good casino should be safe. In this case, we believe it is very easy to implement key features that would have prevented this issue from happening, or the players would have at least been warned. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru