Winfest Casino - ボーナスによるプレイヤーの賞金はキャンセルされました。

Hello yesterday 10.04.2020 made several deposits on winfest.com for times 320 euros without a bonus.

Later I deposited 80 euros and activated the welcome bonus. Now I had 160 because I played and played. I always flew out of the ladder in the menu when I asked chat support why it said they said "this is set by the operator that the ladder only up to 10 euros ".

Now almost finished with my money, the stake was raised to 3.50, free spins won about 200. Game changed and I continued to build on 1 2 euros to 800 then almost everything was lost again until I suddenly won 2300 in Roman legend on 1 euro bet. I had to implement a lot for a 80 Euro bonus but no matter when I was lucky I thought about midnight after 10 hours of business everything was done.

Today an email came my complete payment once 999 once 700 and even my 320 were withdrawn and withheld because I broke a rule and whether by mistake on purpose I couldn't even say a few rounds of 3.50 they gave me mine over 2000 euros taken away and given 80 euros as game credits.

I think that is a huge fool and just moderately proportionate if I lose my winnings, why keep them the money I have paid in or why can't you allow tolarance because I did not make it conscious if I should have done something.

Hallo habe gestern 10.04.2020 auf winfest.com  mehrere Einzahlung getätigt auf mal 320 Euro ohne Bonus in Auszahlung gehabt. 

Später habe ich 80 Euro eingezahlt und willkommens Bonus aktiviert nun hatte ich 160 da hab ich gespielt und gespielt immer wieder von Leiter raus geflogen in Menü als ich chat Support fragte wieso das so ist sagten die mir "das ist von Betreiber eingestellt das die Leiter nur bis 10 euro hoch geht". 

Nun knapp zuende mit mein geld habe Einsatz auf 3,50 hochgestellt freispiele bekommen ca 200 gewonnen. Spiel gewechselt und mich weiter auf 1 2 Euro bis 800 aufgebaut dann wieder fast alles verloren bis ich bei Roman legend auf 1 Euro Einsatz plötzlich 2300 gewonnen hab. Ich musste zimlich viel umsetzen für 80 Euro Bonus aber egal wann hab ich  mal so ein Glück dachte ich ca gegen Mitternacht nach 10 Std Geschäft alles erledigt Auszahlung beantragt. 

Heute kam ein Email mein komplette Auszahlung einmal 999 einmal 700 und sogar meine 320 wurden mir aberkannt und einbehalten weil ich gegen ein Regel verstoßen habe und ob aus Versehen mit Absicht kann ich nicht mal sagen paar Runden auf 3,50 gespielt habe die haben mir meine über 2000 Euro weg genommen und stadt dessen 80 Euro gegeben als Spiel Guthaben. 

Ich find das eine riesen verarsche und einfach unverhaltnis mäßig fals die mir mein Gewinn aberkennen wieso behalten die den das eingezahlte geld von mir oder wieso kann man da nicht tolaranz gewähren weil ich es nicht bewußt gemacht habe wenn ich was gemacht haben soll. 

Dear Saman,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand it correctly that your bonus winnings have been cancelled due to breaching maximum bet rule? 

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

Saman, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is petronela.k@casino.guru. Thank you in advance for your reply.

Best regards,

Petronela

I would like to but they deleted my account because I said that it is not fair and I made the main profit of 1 euro and 2000 euros is not exactly little money they then deleted my account, allegedly looking for a game.

Würde ich gerne aber die haben mein Account gelöscht weil ich den gesagt habe das es nicht fair ist und ich den Haupt Gewinn auf 1 Euro erzielt hab und 2000 Euro ist nicht gerad wenig Geld die haben dann mein Account gelöscht angiblich Verdacht auf spiel sucht. 

Thank you very much Saman for your quick reply. 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.

Hello Saman, 

I'm taking over your complaint. Could you please forward all available conversations with the casino (emails, screenshots of chat) to my email address (peter.m@casino.guru)? That would be very helpful.

Hi Saman,

Thank you for the email. Has your €320 been refunded and have you received the game history as mentioned in the emails?

Yes, and I had sent the courses to you.

Ja und die Verläufe hatte ich Ihnen geschickt. 

Hi Saman, 

I examined the documents you sent to me. It really looks like your winnings were cancelled due to the breach of the maximum bet rule. Unfortunately, there is not much that can be done in this case. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like in your case the maximum win limit. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I agree with you, it would be much easier and cause way less trouble if the casino's software wouldn't let players place bets over the limit. Have you received the €320 refund?

Yes 320 received 1700 kept it and deleted the account no matter I advise everyone from winfest and everything to do with them.

Ja 320 erhalten 1700 haben die behalten und Account gelöscht egal ich rate jedem von winfest ab und alles was mit den zutun hat. 

I understand it is hard to see the winnings get void. I can only recommend you to read the Bonus T&Cs thoroughly before you start to play with a bonus and obey the rules. On the other hand, I'm glad your €320 were refunded. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.