The player from Austria has been accused of breaching terms and conditions. Subsequently, all the winnings have been cancelled.
Winfest Casino - Player’s winnings have been confiscated.
Amount: €2,000
Winfest Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
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I signed up for the first time and got free spins, the bonus was active, so far I've deposited almost € 1000 and played and won € 2000 and wanted to pay out, and in between I canceled again and again to continue gambling. But when I received an email that I had violated the bonus and that the € 2000 was canceled, I no longer knew what to do. What can I do now, please explain to me! ??
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3 years ago
Dear Dogan,
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. Could you please advise if you have requested a withdrawal after completing Free Spins wagering requirements? Have you redeemed any other promotional offers in this casino in the past? Did you receive any explanation from the casino why all your winnings have been confiscated?
Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Thank you, Dogan, for forwarding the relevant communication. I understood that you have been accused of placing greater bets than the allowed ones while completing bonus wagering requirements.
I have checked general bonus terms and conditions, and this is what I found https://www.winfest.com/en/about/bonus-conditions:
"Every bonus can only be claimed once per person, household address, e-mail address. During an active bonus the maximum allowed bet per game round/spin is €5.00 or € 0.50 per bet line. If a player exceeds the bet limit of €5.00 during an active bonus all winnings will be void. It is the player's responibility to cancel his/her active bonusses"
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
If you are aware of placing higher bets then the allowed ones, sadly, there is not much we 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.
Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
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3 years ago
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During an active bonus, the maximum stake allowed per game round / spin is € 5.00 or € 0.50 per bet line. If a player exceeds the wagering limit of € 5.00 during an active bonus, all winnings will be void. Did I understand correctly that means if I bet more than € 5, right? If so, I have never bet more than € 5. You can also see that in the course of the game.
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3 years ago
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have now had a live chat with a woman named Tiffany, the staff did not want to continue to write with me for long because they no longer had any arguments regarding the use over 5 euros. I went through the whole history and saw strange amounts like 19.76 euros that occurred twice, otherwise no other bets that were over 5 euros. They told me that it was ingame gambling and therefore shows the 19.76 euro in the game history and that this was a bonus violation. It's a game of chance, I didn't raise the stake. Only the free spin increased from 8 to 12. if you consider that I have lost 10 times while playing games. The ladies in the live chat almost pushed me away and ended the chat because they had no arguments. I hope that this can be clarified otherwise I will hire a lawyer, of course if you recommend it to me.
lg Dogan
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3 years ago
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These are the bets that appear to have caused the bonus violation
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3 years ago
Are you aware of purchasing any in-game bonus feature which would appear on your game history as a greater bet? Additionally, if there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. Thank you in advance.
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3 years ago
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Yes, exactly it appears as a larger commitment as you can see in the photos. The Winfest employees do not want to comment further and think that I had a violation not because of buying free games but because of a stake over 5 € which is not true. They stopped the conversation because they don't know what to say, they just repeat themselves.
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3 years ago
Thank you very much, Dogan, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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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3 years ago
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Man must be able to do something against this rip-off
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3 years ago
Hello Dogan.
It looks like you activated a bonus feature in the game which should be at least 8 free spins (you can win more than 8 but 8 is the minimum) In such case, the maximum bet of €5 should be applied on each spin and not to the whole game feature.
In this case, €19.68 should be divided by 8, which is €2.46 per spin. From your evidence, we believe that the casino voided your winnings by mistake.
I would like to invite the casino representative into the case.
Please recheck the game log and let us know if these records of €19.68 bets caused the problems. And if yes then please reconsider what I wrote above.
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3 years ago
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Yes, that's exactly what you said to me at the support team and still justified that it was still more than 5 € / spin and that it was therefore not paid out. You stopped talking and ended the chat even though you knew you made a mistake. I looked through the game log and just stumbled upon 19.86 and once on 19.76, which I was made aware of in LiveChat. I wrote an email to the payout office that couldn't help me any more. Would be very happy if we could sort this out once and for all.
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3 years ago
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Hello Dogan
I have just looked at your player account again and could indeed determine a game round of 19.92 EUR, but you also had other rounds with 20 EUR each - these were not caused by the purchased free spins.
Furthermore, since you have entered Dogan as your name and you have entered and verified "Sema" in your player account, we have searched our system for multiple accounts and have indeed found an account under your own name (Dogan) where the Address, last name, telephone number were identical and both of the email addresses begin with "dceviz".
You hereby violate our terms and conditions Article: 4
4.1 Any misconduct while using the Winfest services is prohibited. In particular, but not exclusively, the following actions are rated as misconduct:
The registered player opens another account;
violated.
Several bonuses were also used in both of the accounts, so you are also violating our Bonus Terms and Conditions Article 9:
9. Each bonus can only be claimed once per person, household and email address.
For this reason, we now had to close both accounts due to the violations and would ask you not to open any more accounts with Winfest.
We wish you all the best
Lisa
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3 years ago
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First, bravo that you have taken so long to enlighten me or about these ways. Second, I had stakes of € 20 after the withdrawal, that's true, but that without a bonus or it has nothing to do with the case. And thirdly, I opened a new account because I locked the old one myself in order to be able to play with you, which was a wrong decision. But if you want to make money in such a way, ok !! 👌 You need 2000 € 😉
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3 years ago
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Hello Dogan
So far you have not presented yourself as "Dogan" but as Sema as in the player profile, so we did not inform you about it - because we were not aware or could not have known that you are actually not Sema.
The bet of 20 EUR was about 10 minutes after you bought the free spins, and the bet of 19.92 EUR, you were informed about this several times by email. With the 20 EUR you also had an active bonus and thus violated the bonus conditions.
We have now blocked both of your accounts as they have not yet been blocked, we ask you not to open any accounts in your or on behalf of others.
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3 years ago
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Yeah sure after you've banned me it's hard to prove. The € 19.92 is likely a free spin too. Bonus violation because 3 cents were above makes sense if you consider that you can not even use 3 cents or implement. Have fun with the money, but please don't gamble people that way anymore. As I said, it was a wrong decision to open an account with you. It's just gambling 😉
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3 years ago
Winfest casino, can you please provide me the Dogan's game log to check the high bets? (matej@casino.guru)
Please confirm, that the Dogan's first account was closed when he was creating the second one. (So he didn't have in any moment two active accounts)
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3 years ago
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Hello Matej
the account was not closed when the second account was opened - we closed both accounts.
Dogan also falsely registered because he had created a second account under the name "Sema", these are two violations of the terms and conditions as there were repeated misconduct.
9. Each bonus can only be claimed once per person, household and email address.
3.4 The player may only have one account. If Winfest determines that a player has more than one account, Winfest is entitled to block this or all accounts at any time.
such as
4. Misbehavior
4.1 Any misconduct while using the Winfest services is prohibited. In particular, but not exclusively, the following actions are rated as misconduct:
- The player intentionally provides inaccurate or incorrect information;
- The registered player opens another account;
Dogan has not only registered under a false name or under the name of another person, but already had an open account under his name and has also used the bonus offers in both accounts.
For this reason, both player accounts were blocked and the winnings were confiscated.
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3 years ago
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Why should I still open an account ??? Have made self-committee! And wanted to play again because it was not possible under my name, I opened the account with my wife! What is wrong there please? Take the 2000 € calmly, don't need the measly bonus money from you which was a laughable 2-3 €. Have invested more than 20 thousand euros in your bombarded side in these ways making money is certainly shameful 😉
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3 years ago
From what casino representative and Dogan wrote it is clear that Dogan breached the casino terms and condition. Obviously, the second account Dogan created was for himself, and he only used his wife's name. In every casino, there is a rule that each player should have a one account per person/family/household.
(so each player should use the welcome bonus only once) In this case, it is clear that Dougan used the welcome bonus two times and therefore, the casino has full right to void his winnings. Based on that, we are rejecting the case. I am sorry Dogan, please make sure you never make the same mistake again.
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3 years ago
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Ok, if that's the case, then they should pay me back the money that I paid in. And we can check it off once and for all.
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3 years ago
Well, what you wrote is not entirely correct. The casino believes that you committed a fraudulent action because you use your wife's name for your personal account.
As is written in our Fair Gambling Codex: (point 2)
https://casino.guru/fair-gambling-codex-for-players
If the casinos always refund the players when they try to cheat them, they would always be trying it because there would be no risk.
May I ask what the reason for your self-excluion was?
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3 years ago
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The casino suddenly thinks I cheated because they can't prove I played over 5 / per game. I opened the account with my wife Yes, what is the fraud, please, if I could no longer log in with my old account, I opened it with the woman, so if it's fraud then I'm sorry, we didn't know that a man in the same household could activate bonuses. Which is nonsense for us. There are hundreds of other online casinos that I could have registered with. I made my own committee because I gambled away 20-30tsd euros in Winfest and now I win something like that. Because of 3cent active bonus it was said at the beginning and now they come with something like that. Bravo, should you block me anyway, but man would have been able to pay at least a 600-700 € return in an accommodating way if man considers what I have lost or won. Is there such an option?
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3 years ago
Hello Dogan.
It's unfortunate what's happened to you. But by opening another account under a different identity (and doesn't matter on whose identity: wife, friend or another person), you committed fraud.
It's the core rule of our fair gambling codex too - to play only under your own identity.
Because you self-excluded, please consider pausing gambling for a while/ or totally.
And please never again use somebody else's identity to play in the casino. If you decide to play in some casino with your wife, contact them first and ask them if they will allow you to create the second account from the same household/IP. I am sure if they allow it they will make some restrictions - like: only one of you will be able to play with bonuses)
Because of all what was written above, we decided to reject this complaint.
