The player complains that the casino voided his winnings from a cashback bonus. He claims that the casino did not give him a notification or an automatic recognition about the limitation of withdrawal from the cashback bonus.
Winfest Casino - Player’s winnings have been voided.
Amount: €30,000
Winfest Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I got a cashback bonus from the Christmas calendar. And this was booked as a bonus.
€ 43.60 including sales conditions were in the bonus area.
First of all I met all the wagering requirements and this amount was credited to me as real money.
Without notice or other.
Then I started to play and requested 8 withdrawals for an intermediate amount of € 9500.
And continued playing until I had another 22,000 euros in my account.
When I logged in again after lunch, I got the fright of my life, all of a sudden there was only € 43.60 left.
The customer service then contacted referred me to an email. I received 5 minutes before, i.e. just under 10 hours after converting the bonus money into real money, and from € 43.60 to € 30,000.
No notice, no notification for cashback withdrawals are limited to € 100.
They let me play after all the bonus conditions, even request withdrawals, then play for more hours until they report after 30K and say here is not.
That's a bonus, from the bonus. If I had paid out the money and paid it back in immediately, would it have applied?
That is stupid, and why is there no hint or does the system not automatically recognize something and thus simply prevent you from continuing to play?
Because more than just paying was not possible according to them.
I find it cheeky and brazen to let someone win so much first and then to say, ne is not.
The end of this action is the last one.
Automatic translation:
Public
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4 years ago
Dear Kevin,
Thank you for submitting your complaint. I am sorry to hear about your troubles. Could you please forward to me the email or chat transcript from the casino stating why they voided your winnings? Thank you in advance for your reply.
Best regards,
Satrio
Public
Public
4 years ago
Translation
11 Dec, 15:51 EET
Hello Kevin,
We have noted that you would like to make a payment with us. Unfortunately, we were unable to make this payment. The reason for this is a violation of our bonus terms article 14.
14. All cashbacks have a maximum payout amount that corresponds to the cashback amount originally assigned in the Advent calendar. However, the maximum withdrawal amount must not exceed € 1000. Example: A cashback of € 500 has a maximum payout of € 500, while a cashback of € 1500 has a maximum payout of € 1000. The remaining amount, which exceeds the maximum withdrawal amount, will be canceled in this case.
Note that you continued playing with the amount.
This is a violation of our bonus terms. As a result of this violation, we have canceled your withdrawals and reset your balance to € 44.60.
We would like you to follow our guidelines in the future.
Sincerely,
Thomas
winfest.com - customer support
Hello Kevin
thank you for your email.
As already described by my colleague, this is about the "cashback amount originally assigned in the advent calendar" although you have converted the amount, it originally comes from the cashback.
I'm sorry we don't have better news for you.
Have a nice day.
Lovely wishes
Edited
Automatic translation:
Public
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4 years ago
Dear Kevin,
After several investigation from our side, it is stated clearly on the casino terms that All cashback bonus have a maximum withdrawal equivalent to the cashback amount which was initially assign to the player.
"14. All cashbacks have a maximum withdrawal equivalent to the cashback amount which was initially assigned to the player on the advent calendar, however the maximum withdrawable amount can never exceed €1000. Example: A cashback of €500 has a maximum withdrawal of €500, while a cashback of €1500 has a maximum withdrawal of €1000. All funds in excess will be removed."
I understand this must be frustrating for you because unluckily, there is no system or a notification from the casino unless they discovered this issue just when you asked for a withdrawal. Again, I am very sorry for not being able to help you further. The only thing I can do for you now is to recommend you to be careful in the future and read the bonus terms and discuss it with casino support before claiming any bonuses. And I hope you won't come across similar problems again.
Best regards,
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