The player from Austria has been accused of breaching bonus terms by placing a single bet greater than allowed and his winnings were confiscated. This fact was confirmed by the player's game history, therefore we were forced to reject this complaint.
Winfest Casino - Player’s winnings from the bonus have been cancelled.
Amount: €2,000
Winfest Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello everybody,
I accepted the 200% bonus at Winfest and implemented it successfully.
The terms of use of the bonus include the following rule:
Each bonus can only be claimed once per person, household and email address. During an active bonus, the maximum allowed stake per round / spin is € 5.00 or € 0.50 per payline. If a player exceeds the wagering limit of € 5.00 during an active bonus, all winnings will be void. It is the player's responsibility to cancel their active bonuses
Now I wanted to pay out 2000 euros after successfully implementing the bonus and this payout was canceled with the following reason:
Unfortunately, you had a bonus active the whole time and you violated the bonus rules by playing stakes that are higher than allowed. It doesn't matter if this was intended or not, but we as a casino have these rules for a reason and all players have to adhere to them.
However, I never wagered more than € 5 per spin. I only exceeded the € 0.50 per line (and only in one game where I only lost), but the terms and conditions do not state that the total profit will be canceled if the € 0.50 per line is exceeded. The profit was thus achieved in accordance with the rules.
As a rule, however, it only states that the winnings will be canceled if a player exceeds the wagering limit of € 5.00 during an active bonus, all winnings are void.
How can I proceed here now?
Automatic translation:
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3 years ago
Dear Backer133,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
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.
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, and we will investigate further in case you are sure that this rule wasn't breached.
Backer133, could you please forward me your game history from the bonus play together with the communication between you and the casino? My email address is kristina.s@casino.guru. Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina, thank you for your support. I forwarded the email to you as requested.
I am still waiting for the export of the game history and will send it to you directly as described in the mail, as soon as I receive it. In an emergency, I will copy all 3000 entries into a file via copy paste.
Thank you and Lg
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3 years ago
Translation
Hello Kristina, I have now also sent you the desired course of the game. Many thanks and best regards
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3 years ago
Backer133, thank you very much for your email. I went through the game history. I apologize, but the maximum bet per line was breached and even winnings were obtained from those bets. Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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