The player from Austria played with a bonus but claims their winnings have been capped despite collecting the winnings by playing with real money. At first, the complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. Later, the complaint was reopened after receiving information from the casino. The casino re-investigated the case in more detail and admitted that the player was right. The casino credited his account with previously confiscated winnings. The complaint is resolved.
Winfest Casino - Player's winnings have been capped.
Amount: €1,150
Winfest Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
100,- deposited with welcome bonus, had won 1150,- I start the payout I canceled the bonus because it was not even used, the next day the payout was simply canceled, 100,- remained in the account the rest is gone, got one e-mail:
The bonus has a maximum withdrawal of 100,-, the remaining amount exceeding 100,- will be voided in this case.
I will never play at an online casino again, this is pure scam, I have never used the bonus.
Automatic translation:
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2 years ago
Hello Heisenberg,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you canceled the welcome bonus while it was still active? Could you please clarify what you mean that you didn't use it?
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.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Yesterday I started a payout with 1150 euros, today I got a rejection and the whole profit was simply cancelled.
The reason was because of a bonus, which in my opinion is not true at all and it didn't expire like that.
I deposited 100 euros got 100 euros bonus played until about 1700 then I asked customer service what happened to the bonus if I have to clear it, the response of the bonus was not used at all, so I canceled it to start the payout. When the payout was in processing mode, I had 0 euros in my account. I took a 10 euro voucher from Winpoints, so I played with 10 euros and then no profit was back to 0. I didn't use a bonus with the payout that I made.
In the course of the game everything is even clearly listed that no bonus (advertising material) was used.
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2 years ago
Thank you for your reply, Heisenberg. Do I understand correctly that you activated the welcome bonus, but didn't play with the bonus amount?
Could you please forward me the conversation between you and the casino?
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2 years ago
Translation
That was in the live chat, when I canceled the bonus, the 100 euros were deducted.
But it's not about the bonus, it's about a 10 euro bunus that I bought with points and since I implemented it but didn't win anything, so I got the entire profit, which was not in my account at the time but in the processing of withdrawal cancelled. I've emailed back and forth about this but to no avail.
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2 years ago
Thank you very much Heisenberg for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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2 years ago
Hello, Heisenberg,
I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Winfest Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Winfest Casino Team,
Could you please state the reason why the player's winnings were voided? Can you clarify the situation?
Thank you in advance for providing the information.
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2 years ago
We would like to ask Winfest Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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2 years ago
Based on the information received from the casino's representative, I am extending the timer by another 7 days.
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2 years ago
Translation
I bought 10 euro vouchers with the points I had, there were two of them, so I had 20 euros in my account to play with, I played but didn't win anything, then I looked at the bonus history, one I had implemented and the other not, so I canceled it, with that he is gone
Then I canceled my payout, it was 1150 euros because I wanted to play, but then I decided to have it paid out, so I started the payout again and just then it was canceled and limited to 100 euros, with the statement that was the reason that I have implemented the bonus and then you can only pay out 100 euros.
This bonus had nothing to do with the payout, I made the profit with a deposit of 100 euros without a bonus, I just don't think it's fair.
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2 years ago
Dear Heisenberg,
I have not been contacted since the casino's last response to my email more than 2 weeks ago. Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
The casino can reopen this complaint anytime and you will be notified about it by email.
In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (branislav.b@casino.guru) or in case of any updates on your issue.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Branislav, Casino.Guru
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2 years ago
Greetings all again,
The complaint was reopened based on the information we received from the casino (translated via Google Translator):
"Dear Ladies and Gentlemen,
Unfortunately, the answer comes very late, but everything has been carefully checked here and we admit a mistake on our part. There was no malicious intent in our actions or denying a player a payout, just a confusing situation.
The player claimed the Welcome Bonus on March 19, 2022 and earned a total of €1700 and requested a payout. By the time the withdrawal was verified, the player herself has canceled her withdrawal 3 times and played 3 more bonuses as well as part of the €1700 amount. (So the last withdrawal the player requested was a sum of €1150). She had wagered one of these bonuses completely, which corresponded to a payout of €100. The payment was then canceled and the amount adjusted accordingly. However, when the bonus was wagered, the payout was still pending. This was overlooked during processing due to the many cancellations. Of course, this is not an excuse, but that is why this error occurred. We apologize and will of course credit the remaining amount of €1050 to the player's account."
Dear Heisenberg,
Could you please provide us with an update on your issue? Was your problem resolved? Have you already been refunded the previously confiscated €1,050?
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2 years ago
Translation
After a few weeks I suddenly had the money in my game account, but I still don't think it's correct to cancel the winnings, I've explained it to customer service 100 times how it went, but you were rejected every time and nothing was done if I didn't If I had complained about this portal, I would never have received the money that I am entitled to anyway. For me this is done.
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2 years ago
Thank you very much, Heisenberg, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds - fortunately, the casino re-investigated your case in more detail. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
