The player from Germany had his winnings cancelled after converting bonus points. We ended up rejecting the complaint because it was not justified.
Winfest Casino - Player’s winnings have been voided.
Amount: €3,700
Winfest Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I won 3700 euros and I paid them so the payment was being processed then I had bonus points and activated them and turned 10 euros and won nothing. Now they took the 3700 away from me because I turned 10 eueo with bonus But my account stood at 0 euro. I paid my money when I took the bonus
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4 years ago
Dear Ersin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your winnings have been accumulated with or without redeeming any promotional offer? Did you receive any explanation from the casino why your winnings have been confiscated? 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 this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Dear Ersin,
Thank you very much for forwarding the relevant communication. Do I understand it correctly that you have accumulated your winnings of €3700 with real money play? Only after submitting a withdrawal request, while it has been processed, you redeemed bonus/loyalty points, is that correct? Thank you in advance for your reply.
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4 years ago
Translation
Yes, that's exactly how it was, there were exactly 0 euros on it
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4 years ago
Thank you very much Ersin for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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4 years ago
Hello Ersin,
I looked at your case and the emails. I will contact the casino and see what can be done.
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4 years ago
We would like to ask the 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Translation
They will not answer. They have also ignored me. I can possibly sue something else
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4 years ago
Hi Ersin,
I tried to contact the casino repeatedly by email and Skype, but it failed to reply. I’m afraid, there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. There's also an option to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru).
Best regards,
Peter
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4 years ago
Translation
Dear Ersin,
First of all, we would like to apologize for the late response.
After carefully checking your player account, we were able to determine that you had used several bonuses from our Winshop.
While playing with an active bonus, you had multiple bets with a bet over € 5, which is the maximum amount you can play when a bonus is active.
We would like to remind you that this is a violation of our bonus terms (Article 9), which you can find here: https://www.winfest.com/de/about/bonus-conditions
The game rounds can also be viewed in the "Game history" in your player account.
Please also note that we have not ignored your messages. We replied to your emails several times and explained the situation and the reason for our decision.
We hope that we were able to clarify your questions.
Best regards
Winfest team
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4 years ago
Translation
No you could not answer as described above, I only paid my money afterwards and then took the bonus so I had 0 euros on my account when I took the bonus my money was already being processed and I was not warned either
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4 years ago
Hi Ersin,
Could you please send your game history to my email address (peter.m@casino.guru)?
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4 years ago
Translation
Unfortunately, I let myself be blocked because it was too ridiculous that I could possibly send the casino
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4 years ago
I would like to ask the Winfest Casino to send me the player's game history (peter.m@casino.guru).
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4 years ago
Hi Ersin,
I got a reply from the casino stating there were 2 bets of €10 on Extra Chilli game but it doesn't show any other information. The casino can't send me the whole game history due to GDPR. However, you can ask for it yourself by email. Then you can forward it to me (peter.m@casino.guru).
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4 years ago
Dear Ersin,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Thank you Ersin for the email. Since the game history is over 1400 pages long, I would like to ask the Winfest Casino when exactly the aforementioned breach of the maximum bet rule happened.
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4 years ago
Translation
It's about 3700 euros and because I have twice turned to 10 euros, the not the worst casino I've ever seen, nothing to recommend
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4 years ago
Translation
Good evening.
There were several violations of the bonus terms on May 8 and 9.
Sincerely yours
Winfest team
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4 years ago
Hi Ersin,
I studied your game history and found several bets over €5. If you didn't win anything from those bets, we could use it as an argument. However, you managed to hit a few wins from those bets. If you had an active bonus while hitting those wins, I'm afraid, there is not much I can do to help you.
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4 years ago
Translation
No I won nothing with this bonus earned everything with real money
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4 years ago
Hi Ersin,
I asked the casino for better/clearer evidence and the casino provided it. Unfortunately, it suggests you did play with bonus money. I'm afraid, there is not much now I can do to help you. If you insist you played with real money and want to take this further, I recommend you to contact the Malta Gaming Authority and submit a complaint with them (https://www.mga.org.mt/support/online-gaming-support/). I wish I could help you more.
Best regards,
Peter
