Winfest Casino - Player's winnings have been voided.

I deposited € 20 for that casino, with which I got 20 free spins. I did not win anything with the deposit and in the free spins I won just over two euros and with these I played a few rounds, after which the bonus balance has been a few cents. After that I deposited € 30 and won € 400, which I went to repatriate. The casino was rejected by a withdrawal, because I have broken their criteria, by playing more than € 5 bet and I have been an active bonus on top of any hiluilla. Winnings were made with real money and no bets of more than € 5 were made. Only doubled in the Bulls and Parade game, which apparently shows history as a bet.

For these reasons, the € 400 home was canceled. Tried through chat to find out without success. I put another mile in that casino so let’s see what comes out there in response. If anyone has any help on how to proceed in this situation then I would be grateful!

Dear Pullisss,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would try to contact the casino. I've checked the casino bonus terms and found this:

"It is the player's responibility to cancel his/her active bonusses"

Could you please advise what was your remaning balance when you played with bonus? Did you try to cancel your bonus after your balance was lost? Did the casino return you your deposit? Also please, if you have any proof or conversation with the casino regarding the case, send it to nikolas.b@casino.guru. Looking forward your answer.

Best regards,

Nick

Hey,

Yes, I found this section "It is the player's responsibility to cancel the active bonus". I haven’t played with the bet of over € 5 they mentioned. I'm just playing the Bulls Parade and used the double up feature, and their scheme, this can be seen as an investment in the history of the game. The use of the doubling feature is not prohibited in the terms, so I could not have been aware of this. Here's a picture where it shows that their system considers doubling as input as well as their terms where no mention should be made of not using the doubling feature. The figure also shows that those "bets" were made within a couple of seconds, which also proves that their system assumes doubling to be a bet.

The The

Unfortunately, I saved the chat conversation, but they just said that the system, I have invested more than € 5 bet and this can be a mistake. Here is the answer to what came when I tried to repatriate my winnings.

I put a message to them yesterday, but I haven’t gotten a response yet.

At no other casino have I had any similar problems. I think it's ridiculous that I have played for real money and win real money and winnings will be void. The fact that I have forgotten to cancel a € 2.25 bonus worth and the fact that their system assumes that the game the doubling feature active measure to use is calculated not from me not responsible casino operation.

Here are some more pictures of the game's doubling feature.

Hey,

We found a solution with the Casino and everything ended in a positive way. 👍

Dear Pullisss,

Thank you for letting us know that your issue was resolved. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru