The player from Germany had been locked out of the casino and could not access his account, retrieve his funds, or contact customer service. He had not received a bonus at Wind and was missing 210 free spins. The Complaints Team had communicated that the casino had the discretion to grant or deny bonuses and that the player's deposits had been used for play, making it impossible to credit a bonus. As no further recourse could be offered, the complaint was closed.
Winfest Casino DE - Player is locked out of the casino account.
Amount: €200
Winfest Casino DE
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I allocated myself a bonus at Wind but, unfortunately, I did not receive it. There is also no point of contact; the page does not load properly, games do not load either, and to top it off, I've been locked out even though I haven't done anything wrong. I can't play or retrieve my money, nor can I ask anyone or inform customer service, which is basically non-existent. I am missing 210 free spins.
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1 month ago
Dear Marcy.1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Which bonus did you want to activate with the deposit?
Was this your first deposit?
Have you been informed about the reason for your account being blocked or why the bonus was not granted?
Could you please share your communication with the casino regarding the bonus and the account block? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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1 month ago
Translation
So, I can access my account, but there are no free spins and I can't withdraw my money and, as always, there's no one to take care of it and close it. Do the casino the same as before?
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1 month ago
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So here's the proof folks. I couldn't get into my account yesterday because he wouldn't let me in again and it wasn't my fault. I just deposited money and 5 minutes later I wasn't even locked out. I couldn't access my account anymore. Now the bonus games, 210 in total, have apparently expired, although I've tried everything to contact him. Apparently they can't find my account. That means the transfer and deposit are invalid, it's crap and I can't get my money back either. 
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1 month ago
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And the ten free spins, he doesn't even open the site and all this one day before they announce that they are closing the casino seems a bit strange to me and once again I'm the complete idiot that this shit happens to
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1 month ago
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I am very disappointed with how long this is all taking and unfortunately I have to tell you that I will no longer be moving in these circles as I have had very, very bad experiences with all of your casinos. Either you are not allowed to control the machines yourself or the money is simply frozen or the site says registration is not possible today. You won't get free spins and you won't get your bonus either as I am also a trust pilot, so my verdict will be accordingly. What I have to criticize most is the lack of apology and that goes for everyone. After all, it is up to the operator how the site is run and not the player and some of the sites are definitely not run as they should be. And nothing is being done about it. There is a very high level of cybercrime here which I would not want to have anything to do with, otherwise thank you very much for the good journey through the casino world but I don't want to be where there is cheating so goodbye, have a good journey everyone and the last saying family before casino
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1 month ago
Dear Marcy.1, do you have any evidence that you could not access your casino account?
Do I understand correctly that you wish to close this complaint?
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1 month ago
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No, I don't want to close the complaint but what else can I do and there are still 200 free spins left that I haven't received. No compensation or anything else, so the support is also contacting me and I don't know how to proceed, how to do that in the given
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1 month ago
Dear Marcy.1, if I understand correctly, the free spins were credited to your account but expired because you couldn't log in. Do you have any evidence of your inability to access your account?
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1 month ago
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Dear team, the free spins were not given. I had deposited and looked where they could be activated. I wanted to contact support. But nobody was there when I went back to the site and the site was no longer uploading properly. I had complete internet reception, then it showed availability on the monitor, but then it jumped back again and suddenly I was logged out and blocked. Then two days later I finally got hold of someone in support and they told me that the bonus had expired. I said I couldn't get into the site anymore, but nobody cares. I couldn't collect my money or do anything else because of the blocking. And then a day later I was told that the bonus had already expired. Well, how is that supposed to work if you can't get hold of anyone and can't get into your account anymore? The whole thing is cleverly set up and you have to write to support via email.
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1 month ago
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I just checked, but unfortunately I don't have any photos. I had to play the ten euros down because withdrawals are only possible from €20 and since the casino is closing and no one can be reached anyway, I'm waiting for your answer. Thank you very much for your help. In advance. Kind regards
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1 month ago
Dear Marcy.1, have you been able to withdraw the funds from your casino account?
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1 month ago
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No, it didn't work and I had to play it down otherwise I wouldn't have gotten anything out of it, as the casino is closing from December 1st and no one can be reached anymore. No one got back to me at that point and I can't get into the account anymore.
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1 month ago
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I tried to contact support about this. In vain.
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1 month ago
Dear Marcy.1, I understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos can decide, without further explanation to not award a bonus. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it. For this reason, we can't compel the casino to give you this bonus or penalize it for refusing to grant it to you, especially if the bonus is not valid anymore.
Since your deposits were used for playing it's technically impossible to credit you a bonus related to said deposit. If you happen to find yourself in a similar situation in the future, you can opt to request a refund of unspent funds due to the bonus not being credited. However, it will depend on the refund policy of a specific casino.
Since we can offer no further recourse in this situation the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
