Winfest Casino - プレイヤーの賞金には上限があります。

100,- deposited with welcome bonus, had won 1150,- I start the payout I canceled the bonus because it was not even used, the next day the payout was simply canceled, 100,- remained in the account the rest is gone, got one e-mail:

The bonus has a maximum withdrawal of 100,-, the remaining amount exceeding 100,- will be voided in this case.

I will never play at an online casino again, this is pure scam, I have never used the bonus.

100,- Eingezahlt mit Wilkommensbonus, Hatte 1150,- gewonnen, ich starte die Auszahlung Bonus habe ich storniert da er nicht mal verwendet wurde, am nächsten Tag wurde die Auszahlung einfach storniert, 100,- blieben am Konto der Rest ist weg, bekam eine email: 

Der Bonus hat eine maximale Auszahlung von 100,-, der verbleibende Betrag, der die 100,- übersteigt wird in diesem Fall storniert. 

Nie wieder werde ich bei einem Online Casino spielen, das ist reiner Betrug, ich habe den Bonus nie verwendet.

Hello Heisenberg,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you canceled the welcome bonus while it was still active? Could you please clarify what you mean that you didn't use it?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Yesterday I started a payout with 1150 euros, today I got a rejection and the whole profit was simply cancelled.

The reason was because of a bonus, which in my opinion is not true at all and it didn't expire like that.

I deposited 100 euros got 100 euros bonus played until about 1700 then I asked customer service what happened to the bonus if I have to clear it, the response of the bonus was not used at all, so I canceled it to start the payout. When the payout was in processing mode, I had 0 euros in my account. I took a 10 euro voucher from Winpoints, so I played with 10 euros and then no profit was back to 0. I didn't use a bonus with the payout that I made.

In the course of the game everything is even clearly listed that no bonus (advertising material) was used.

Gestern startete ich eine Auszahlung mit 1150 Euro , heute bekam ich eine Ablehnung der ganze Gewinn wurde einfach storniert.

Grund war wegen eines Bonuses, was meiner Meinung nach überhaupt nicht stimmt und es auch so nicht abgelaufen ist.

Ich habe 100 Euro eingezahlt habe 100 Euro Bonus erhalten spielte bis ungefähr 1700 dann fragte ich im Kundenservice was mit dem Bonus sei ob ich diesen freispielen muss, die Antwort der Bonus wurde gar nicht verwendet, somit stornierte ich diesen um die Auszahlung zu starten. Als die Auszahlung im Bearbeitungsmodus war hatte ich 0 Euro am Konto ich habe mir von den Winpoints eine 10 Euro Gutschein genommen so mit 10 Euro spielte ich dann kein Gewinn war wieder auf 0. ich habe mit der Auszahlung die ich getätigt habe keinen Bonus verwendet.

im Spielverlauf ist sogar alles deutlich aufgelistet das kein Bonus (Werbemittel)verwendet wurde.

Thank you for your reply, Heisenberg. Do I understand correctly that you activated the welcome bonus, but didn't play with the bonus amount?

Could you please forward me the conversation between you and the casino?

That was in the live chat, when I canceled the bonus, the 100 euros were deducted.

But it's not about the bonus, it's about a 10 euro bunus that I bought with points and since I implemented it but didn't win anything, so I got the entire profit, which was not in my account at the time but in the processing of withdrawal cancelled. I've emailed back and forth about this but to no avail.

Das war im Live chat, als ich den Bonus stornierte wurden die 100 euro abgezogen.

Um den Bonus geht es aber gar nicht es geht um einen 10 euro bunus den ich mit punkte gekauft habe und da ich diesen umgesetzt habe aber nichts gewonnen, deshalb wurde mir der gesammte Gewinn der aber zu dem Zeitpunkt gar nicht am Konto war sonder in der bearbeitung der Auszahlung storniert. Habe diesbezüglich schon emails hin und her geschrieben aber ohne erfolg.

Thank you very much Heisenberg for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Heisenberg,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Winfest Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Winfest Casino Team,

Could you please state the reason why the player's winnings were voided? Can you clarify the situation?

Thank you in advance for providing the information.

We would like to ask 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, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Based on the information received from the casino's representative, I am extending the timer by another 7 days.

I bought 10 euro vouchers with the points I had, there were two of them, so I had 20 euros in my account to play with, I played but didn't win anything, then I looked at the bonus history, one I had implemented and the other not, so I canceled it, with that he is gone

Then I canceled my payout, it was 1150 euros because I wanted to play, but then I decided to have it paid out, so I started the payout again and just then it was canceled and limited to 100 euros, with the statement that was the reason that I have implemented the bonus and then you can only pay out 100 euros.

This bonus had nothing to do with the payout, I made the profit with a deposit of 100 euros without a bonus, I just don't think it's fair.

ich habe mit den Punkten die ich hatte 10 Euro Gutscheine gekauft es waren zwei Stück, hatte 20 Euro somit am Konto zum Spielen, ich spielte Gewann aber nichts dann schaute ich in den Bonusverlauf einen hatte ich umgesetzt den anderen nicht somit stornierte ich diesen, damit er weg ist.

Dann habe ich meine Auszahlung abgebrochen es waren 1150 Euro weil ich spielen wollte entschied mich aber dann doch dafür das ich es auszahlen lasse somit startet ich wieder die Auszahlung und eben dann wurde es storniert und auf 100 Euro begrenzt, mit der Aussage das der Grund sei das ich den Bonus umgesetzt habe und man dann nur 100 Euro auszahlen darf.

Dieser Bonus hatte überhaupt nichts mit der Auszahlung zu tun, den Gewinn erziehlte ich mit einer Einzahlung von 100 Euro ohne Bonus ich finde das einfach nicht fair.

Dear Heisenberg,

I have not been contacted since the casino's last response to my email more than 2 weeks ago. Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (branislav.b@casino.guru) or in case of any updates on your issue.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru

Greetings all again,

The complaint was reopened based on the information we received from the casino (translated via Google Translator):

"Dear Ladies and Gentlemen,

Unfortunately, the answer comes very late, but everything has been carefully checked here and we admit a mistake on our part. There was no malicious intent in our actions or denying a player a payout, just a confusing situation.

The player claimed the Welcome Bonus on March 19, 2022 and earned a total of €1700 and requested a payout. By the time the withdrawal was verified, the player herself has canceled her withdrawal 3 times and played 3 more bonuses as well as part of the €1700 amount. (So ​​the last withdrawal the player requested was a sum of €1150). She had wagered one of these bonuses completely, which corresponded to a payout of €100. The payment was then canceled and the amount adjusted accordingly. However, when the bonus was wagered, the payout was still pending. This was overlooked during processing due to the many cancellations. Of course, this is not an excuse, but that is why this error occurred. We apologize and will of course credit the remaining amount of €1050 to the player's account."

Dear Heisenberg,

Could you please provide us with an update on your issue? Was your problem resolved? Have you already been refunded the previously confiscated €1,050?

After a few weeks I suddenly had the money in my game account, but I still don't think it's correct to cancel the winnings, I've explained it to customer service 100 times how it went, but you were rejected every time and nothing was done if I didn't If I had complained about this portal, I would never have received the money that I am entitled to anyway. For me this is done.

Das Geld hatte ich nach ein paar Wochen plötzlich am Spiel Konto, finde es trotzdem nicht korrekt einfach den Gewinn zu stornieren ich habe es den Kunden Service 100 mal erklärt wie es abgelaufen ist aber man wurde jedesmal abgewiesen und nichts wurde unternommen, wenn ich mich nicht beschwert hätte über dieses Portal hätte ich das Geld nie erhalten was mir sowieso zusteht. Für mich ist das hiermit erledigt.

Thank you very much, Heisenberg, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds - fortunately, the casino re-investigated your case in more detail. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru