The German player had her account unexpectedly closed after she attempted a withdrawal, despite being fully verified. She was seeking to recover her deposits, which were in the three-digit range, from the beginning of 2024. The player had been in contact with the casino's support team, specifically a representative named Gaby, regarding payout issues. However, she claimed the casino closed her account without providing any reasons. Despite her requests for a refund of her deposits, we had explained that unless she had any remaining balance on her casino account, the casino had the right to close it without any reason given. The player expressed disappointment with the casino's high ratings and vowed to write a review. The complaint had been closed due to the player having no balance on her account at the time of closure.
Winfest Casino DE - Player’s account closure leads to withdrawal problem.
Amount: €300
Winfest Casino DE
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I've been playing at Winfest for a long time.
I am verified and recently requested a withdrawal.
This was first rejected with Paypal and then carried out.
After the transfer, I was informed by Chat Support Gaby that I no longer had an account or that my account no longer existed.
All emails are there.
I would now like to get my deposits back from January 1st, 2024.
It is unclear why my account was closed.
After a payout of 200 euros, which was again associated with problems.
My verification was complete.
I would now like to complain and get my stakes back because this casino seems to treat me as a customer the way it wants and doesn't give me any precise information as to why and the payout is always associated with problems.
I ask for support.
My stakes are in the three-digit range, which can be traced in my account or from the casino.
I am very dissatisfied because I was treated this way.
Thank you
Andrea B***
Hello kuckuck66,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winfest Casino DE. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? How much was your real money balance when your account got closed? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Contact the casino by email;
28.3.24
27.3.24
26.3.24
25.3.24
Contact person as always is Gaby from support.
The emails were written by me because, like last time, there seem to be inexplicable problems with the payout.
I paid via Paypal.
I had initially requested 150 euros for withdrawal, which allegedly could not be processed because there were no Paypal account details, according to Gaby.
After back and forth, I increased my payout to 200 euros and Gaby wrote to me that the payout is now being processed.
The money was even transferred to my PayPal account although they said there was no data or verification,,,,!,,,,
I am verified from the beginning and I would like to get my deposits, which are in the range of 300 to 500 euros, refunded.
The casino has an overview of deposits since January 1, 2024.
It is an impertinence to simply close my account as a customer after I have rightly complained about this to support Gaby,
It's always with the statement it can't be done and then after insistence it can be done.
The management has now decided to close my account..... reasons why were not given.
A casino with a German license should not treat a customer like this.
The payout methods are questionable, even though I am not one of the highest-selling players, which is probably why!!!!
I played without a bonus as far as the last withdrawal is concerned.
I would like to get my stakes between 300 and 500 euros refunded since January 1, 2024, at least in part, so that I get justice.
I informed the casino that I would make it public and that I would definitely seek legal advice.
The casino has not shown any reaction so far other than Gaby wanting to forward it.
Many thanks for your help.
Andrea
.
Addendum;
Winfest took great care to ensure that all bonus points were used up and my account showed zero,
Gaby then informed me that the management was closing my account.
As already mentioned, reasons etc. were not given and the last status was a complete verification of myself.
My money was always accepted and accepted.
I even now receive emails regarding the support rating.
What's wrong with this casino.
André and Gaby are the people who assert their rights.
Request my refund of the stakes.
Thanks
Hello kuckuck66,
How much is your real money balance left on the casino account?
I don't have any credit left.
It's about the closure of my account without any reason. I would therefore like to have my deposits refunded.
I have described the problem in great detail.
Kind regards Andrea
By stakes I mean my deposits that the Winfest casino has always accepted.
It cannot be closed just because the player asks why the payout is always problematic.
Statements that are not comprehensible and are always changing.
Gaby and Andre!!!!
The casino is closing my account without explanation, so I would like to have my deposits refunded from January 1st, 2024.
Thank you for your efforts
Hello kuckuck66,
I'm sorry but unless you had any remaining balance on your casino account, they can close it without any reason given - it works like that in every single online casino.
Unfortunately, you can't just request a refund for absolutely no reason.
Is there anything else we could assist you with?
A pity.
However, I think that the ratings for Winfest are absolutely too high.
A casino that blocks an account without reason or without information.
200 Euro payout and that was a struggle.
I would consider playing in a casino like that.
I still haven't received an answer from Winfest even though Gaby Support forwarded it.
I just wonder where....?...
I will also write a review.
CONCLUSION:
Stay away from this casino.
thank you for editing
Hello kuckuck66,
I'm sorry to hear that you had such issues with this casino. However, the safety index is calculated by multiple factors and we can't deduct it based on a single negative experience. It would be great to see the casino to respond or at least give some kind of explanation regarding the account closure. Unfortunately, as you had no balance on your account, as mentioned earlier, they can do it and there isn't anything we can do.
We will be now closing the complaint for the above mentioned reason.
Best regards,
Nick
