The player from Germany is complaining about having his winnings not credited after he has experienced technical difficulties. We rejected this case because it isn't possible to prove that the issue was on the casino's side and the casino didn't gain any advantage from the player's loss.
Winfest Casino - Player’s winnings seem to be lost due to a technical glitch.
Amount: €200
Winfest Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
I want to describe my case as precisely as possible:
1. I took part in the live casino games of Winfest casino and played a round of two hands poker with a total bet of 24 EUR. I have placed my bets and the round started. I got on both hands bonus games (x7 each) and after I clicked on "call", that means I have played this hand, my screen stopped and the round was not evaluated and my bets and winnings were not credited. Directly after this occurs, I contacted the live support of the live casino and they confirmed that there were some irregularities and they provided me with a ticket no. (see attachment).
2. Some days left, I contacted live chat of winfest and they told me, that they dont know about my issue at all and the ticket number is wrong /they dont use such ticket numbers and it must be a mix-up and I must have played in a different casino. I only thought: ok, interessting story, telll me more about it. Whats going on here? You are running a online casino and dont know about your own business? You let customer play at live casino and want to explain that there is no case here despite I provide them with a screenshot of the conversation with live chat with ticket no.
3. Several more days left and left and I became angry. At the end, someone from live- chat of Winfest told me that they will contact live casino to get more information about my case.
4. After several weeks they informed me that my bets of 24 EUR were returned and there will be no additional winnigs.
So let me summerize my issue: I played, I won, live casino worked perfect (round was not cancelled) and after a lot of weeks they provides me with such a answer?
I think Winfest should calculate my winnings according the mentioned live-casino game round and pay me out my winnings. The named live casino round was not cancelled by live casino so the round was valid.
Until today, Winfest dont offer me adequat customer support.
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3 years ago
Dear Grillz520,
Thank you for submitting your complaint. I’m very sorry to hear about your bad experience. I am not very positive that this is something we could help you with. This situation could have been caused by weak internet connection and it is almost impossible for us to fairly evaluate whether the problem occurred on your or the casino’s side.
Do you have any video recording or any other proof of winning from those bets?
Looking forward to hearing from you.
Best regards,
Kristína
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3 years ago
Translation
Thank you for the feedback. Unfortunately, I only have the explanation of the live casino chat.
I can rule out that I had internet problems because:
a) the live casino picture / video continued to function normally.
b) only the options for playing did not appear. If I had had problems with the internet, everything would have stopped and not just a part. Also, I can be sure that I haven't had any internet problems. Because I was able to continue playing normally before and after.
c) Did the live casino chat inform you immediately afterwards that you noticed irregularities. If I had internet problems, I wouldn't have seen any irregularities at the live casino, would it? I mean, if I had internet problems, for the casino it would be like I hadn't played. And then no errors or irregularities would have been found from the casino's point of view, right?
d) Surely the casino has video footage?
Many thanks for your help. I really appreciate it!
Edited
Automatic translation:
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3 years ago
I am very sorry, Grillz520, but we cannot make a case solely based on your description and especially without any supporting evidence. I checked the casino's T&Cs and I found this:
"11.3 Winfest offers the software on the website "as is" with no warranties or assurances whatsoever. Winfest is not liable for any losses and damages that are alleged to have been caused by any errors in the software on the website. In the event of any software error or game error (miscarried or aborted game as provided in the Remote Gaming Regulations of 2004, Legal Notice 176), Winfest will refund any funds used by the player to play that particular game, so that all parties directly affected will find themselves in the same position before commencing the game."
In this case the casino proceeded correctly and in accordance with their T&Cs and, unfortunately, there is nothing we can do in this situation. If there is anything else I could help you with, please do not hesitate to contact me, otherwise I will be forced to reject this complaint.
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3 years ago
Translation
".... reimburses Winfest for all funds used by the player for playing the respective game, so that all parties directly affected find themselves in the same position before the start of the game ...."
But that wasn't my case. The game was not abandoned and all those directly affected were not placed in the same position.
The special thing is that it is up to Live Casino and all other players have received their gains from this round 🙂
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Automatic translation:
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3 years ago
Grillz520, we discussed this case with our team. We've come to a conclusion, that it is not possible to prove whether the problem was on your or the casino's side. Additionally, only other players gained an advantage from your loss and not the casino, so we cannot punish the casino in this case, especially when those bets were returned to you and there is no evidence of winnings.
Unfortunately, under these circumstances, we aren't able to help you and we decided to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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