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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

Ich habe 3700 euro gewonne und die hab ich ausgezahlt also die auazahlung war in berarbeitung dan habe ich bonus punkte gehabt und sie aktivirt und 10 euro gedreht paar mal auch nix gewonnen jetz haben sie die 3700 mir weg genommen weil ich 10 eueo gedreht habe mit bonus aber mein konnto stand lag bei 0 euro ich hab ja mein geld augezahlt als ich das bonus genommen habe

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

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.

Yes, that's exactly how it was, there were exactly 0 euros on it

Ja genau so war das da waren genau 0 euro drauf

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.

Hello Ersin,

I looked at your case and the emails. I will contact the casino and see what can be done.

Ok thanks for the help

Ok vielen dank für die hilfe

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.

They will not answer. They have also ignored me. I can possibly sue something else

Die werden nicht antworten sie haben mich auch ignorirt kann ich eventuel was anderes unternehmen so wie verklagen

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

We’ve reopened this complaint as per the casino's request.

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

Lieber Ersin,

Zunächst einmal möchten wir uns für die verspätete Reaktion entschuldigen.

Nach sorgfältiger Prüfung Ihres Spielerkontos konnten wir feststellen, dass Sie mehrere Boni aus unserem Winshop verwendet haben. 

Während Sie mit einem aktiven Bonus gespielt haben, hatten Sie mehrere Wetten mit einem Wetteinsatz von über 5 EUR, was der maximale Wettbetrag ist, den Sie spielen können, wenn ein Bonus aktiv ist.

Wir möchten Sie daran erinnern, dass dies ein Verstoß gegen unsere Bonusbedingungen (Artikel 9) ist, welchen Sie hier finden: https://www.winfest.com/de/about/bonus-conditions

Die Spielrunden können auch in der "Spielehistorie" in Ihrem Spielerkonto eingesehen werden.

Bitte beachten Sie auch, dass wir Ihre Nachrichten nicht ignoriert haben. Wir haben Ihnen mehrfach auf Ihre Emails geantwortet und die Situation sowie auch den Grund unserer Entscheidung erläutert. 

Wir hoffen, dass wir Ihre Fragen klären konnten.

Mit freundlichen Grüßen

Winfest Team 

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

Nein konnten sie nicht beantworten wie oben schon beschrieben habe ich erst mein geld ausgezahlt danach des bonus genommen also hatte ich auf mein konto 0 euro als ich das bonus genommen habe mein geld war schon auf bearbeitung und ermarnt wurde ich auch nicht

Hi Ersin,

Could you please send your game history to my email address (peter.m@casino.guru)?

Unfortunately, I let myself be blocked because it was too ridiculous that I could possibly send the casino

Ich hab mich leider sperren lassen weil mir das zu lächerlich wurde könnte eventuel das casino schicken

I would like to ask the Winfest Casino to send me the player's game history (peter.m@casino.guru).

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).

Hi Ersin,

Have you received the game history?

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.

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.

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

Hir gehts um 3700 euro und weil ich 2 mal angeblich auf 10 euro gedreht habe zahlen die nicht aus schlechteste casino die ich je gesehn habe nixht zu empfehlen

Good evening.

There were several violations of the bonus terms on May 8 and 9.

Sincerely yours

Winfest team

Guten Abend.

Es lagen mehrere verstösse gegen die Bonusbedinungen am 8. sowie am 9. Mai vor.

Mit freundlichen Grüssen

Winfest Team

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.

No I won nothing with this bonus earned everything with real money

Nein ich habe nichts gewonnen mit diesen bonus alles mit echt geld erspielt

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