The player struggles to withdraw his balance as the casino requested a video verification. The complaint was resolved as the player received his winnings after the successful verification.
Winfest Casino - The player struggles to withdraw his balance.
Amount: €1,800
Winfest Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Hello Gamer777,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winfest Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Additional comment from the player:
Update Complaint ID:46908 . Hello dear service team, a support employee from Winfest got in touch, sent me a link to the video ident from the support office, I have now received the link and successfully carried out the video ident. I ask you, and I myself will wait a little, how the matter develops further. I will keep reporting. Mfg Gamer777
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2 years ago
Dear Gamer777,
Please keep us updated and let us know the overall outcome.
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2 years ago
Translation
Hello Nick. I'm glad you're taking care of my business. Nick, in my first post, I described too many private details, which was only intended for you. Didn't know it was that public. Can you retouch some things? Would be nice. And also my name. I'm inexperienced with forums.
To your question . I am fully (at least I think so, because ID, address, bank statement with payment to Winfest, Paysafecard account, photo ID, medium source, everything is on accepted) verified on 05.08.2022. The casino still accepted my photo ID. They then insisted on Video Ident, but didn't get a link. Last contact with casino late yesterday evening, I was sent link via support, see update above. Successfully completed Video Ident this morning. Now I'm waiting to see what happens, whether support will write to me. Winfest has now most likely received confirmation from the video ident. That everything is OK. But I don't know. Until now no contact with casino today. Nick can you please make my first post NOT PUBLIC with a description of what it is about? , or how can I do that? Nick, can you please make my first post NOT PUBLIC with a description of what it is about? Or how can I do that?
Edited
Automatic translation:
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2 years ago
Hello Gamer777,
The first post is now private. Be sure to give it a little time before the casino would confirm the verification. Keep us updated.
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2 years ago
Translation
Hello Nick. Thank you for making the first post on private. My account is still blocked.
I wrote to support today. I hope account will be released so I can log in.
Automatic translation:
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2 years ago
Translation
Hello Nick. Yesterday on 08/10/22, I wrote 2 emails to support. In the mornings and the evenings. Polite and correct. Asked why my account is still blocked. Successfully carried out video ID on 8/8/22, with a link from Winfest. Before account was banned, other data was on -CONFIRMED, ACCEPTED.
What is the reason for the account being blocked? Is Video ID not checked yet?
Didn't get a reply yesterday. This morning we received an email from support: We have forwarded your request AGAIN to the responsible department.
I don't understand why casino doesn't review my case. So I still can't log in, I can't play, I can't withdraw my money of 1800 euros. Blocked account.
updates. 12 o'clock . Email from support. Your account fully verified. Account unlocked. I've logged in. Everything OK. Huge thanks to the Winfest support team. Unfortunately it took a while. How to pay out with the money, do not know yet. I'll play some more.
I will continue to report whether everything is going well with the payment.
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Automatic translation:
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2 years ago
Dear Gamer777,
Be sure to give it a week or 2 for the money to appear on your account. I will be waiting for the update from you. Let us know in case it would arrive or anything else would happen.
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2 years ago
Translation
Hello Nick, Thanks for reply. I hope everything will go well with payout.
At this point again big thanks to Winfest Support Team !!!!!
I will wait 2-3 weeks. Currently traveling with friends and not playing at all.
Will update after a few weeks.
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2 years ago
Translation
Hi Nick, I'm still waiting a few weeks before paying out. will report. Hope everything will go well. Since apparently the problem with Winfest is solved. From Winfest.
Thanks to Winfest.
update follows.
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2 years ago
What do you mean by "the problem has been solved at Winfest"? Did you receive any confirmation from them? regarding your case?
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2 years ago
Translation
Hello Nick. I meant problem solved as I successfully did Video ID. And Winfest unblocked my account again. I just hope that everything goes well with payout . But not sure yet. I will request withdrawal early next week . Then I know if everything is finally GOOD. I will report whether payment is worked out. If there are problems again, then need your help. Until next week.
Automatic translation:
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2 years ago
I'm glad to hear that the verification was successful. Please let us know once the payout arrives.
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2 years ago
Translation
Hello Nick. Payment has been made. Everything OK. Thanks to Winfest support team.
I would like to thank Casino Guru and you Nick for your willingness to support me.
You can close my complaint, end it. There is no longer a problem.
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