The player from Germany has been accused of breaching bonus terms by placing a single bet greater than the maximum allowed. Therefore, their winnings and deposit were confiscated. The issue was resolved, the player's deposit was refunded even though the winnings were void due to a breach of the maximum bet rule.
Winfest Casino - Player’s winnings from bonus have been cancelled.
Amount: €2,000
Winfest Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hello yesterday 10.04.2020 made several deposits on winfest.com for times 320 euros without a bonus.
Later I deposited 80 euros and activated the welcome bonus. Now I had 160 because I played and played. I always flew out of the ladder in the menu when I asked chat support why it said they said "this is set by the operator that the ladder only up to 10 euros ".
Now almost finished with my money, the stake was raised to 3.50, free spins won about 200. Game changed and I continued to build on 1 2 euros to 800 then almost everything was lost again until I suddenly won 2300 in Roman legend on 1 euro bet. I had to implement a lot for a 80 Euro bonus but no matter when I was lucky I thought about midnight after 10 hours of business everything was done.
Today an email came my complete payment once 999 once 700 and even my 320 were withdrawn and withheld because I broke a rule and whether by mistake on purpose I couldn't even say a few rounds of 3.50 they gave me mine over 2000 euros taken away and given 80 euros as game credits.
I think that is a huge fool and just moderately proportionate if I lose my winnings, why keep them the money I have paid in or why can't you allow tolarance because I did not make it conscious if I should have done something.
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4 years ago
Dear Saman,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand it correctly that your bonus winnings have been cancelled due to breaching maximum bet rule?
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.
If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.
Saman, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is petronela.k@casino.guru. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
I would like to but they deleted my account because I said that it is not fair and I made the main profit of 1 euro and 2000 euros is not exactly little money they then deleted my account, allegedly looking for a game.
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4 years ago
Thank you very much Saman for your quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Saman,
I'm taking over your complaint. Could you please forward all available conversations with the casino (emails, screenshots of chat) to my email address (peter.m@casino.guru)? That would be very helpful.
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4 years ago
Hi Saman,
Thank you for the email. Has your €320 been refunded and have you received the game history as mentioned in the emails?
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4 years ago
Translation
Yes, and I had sent the courses to you.
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4 years ago
Hi Saman,
I examined the documents you sent to me. It really looks like your winnings were cancelled due to the breach of the maximum bet rule. Unfortunately, there is not much that can be done in this case. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like in your case the maximum win limit. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I agree with you, it would be much easier and cause way less trouble if the casino's software wouldn't let players place bets over the limit. Have you received the €320 refund?
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4 years ago
Translation
Yes 320 received 1700 kept it and deleted the account no matter I advise everyone from winfest and everything to do with them.
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4 years ago
I understand it is hard to see the winnings get void. I can only recommend you to read the Bonus T&Cs thoroughly before you start to play with a bonus and obey the rules. On the other hand, I'm glad your €320 were refunded. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
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