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# Other Casinos #: Winfest Casino - I ask for quick answers... need help (Page 3)

Topic created on 09th Mar. 2019 | Page: 3 of 4 | Answers: 39 | Views: 16,373
Anonym

Winfest Casino - I ask for quick answers... need help

12th Mar. 2019, at 04:34 pm CET#20
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I would now turn on the MGA.You have paid out the 100 euros of real money.Then the bonus from the casino should have been deleted from the balance.Perhaps it was also a technical error.In any case, 180 euros should no longer be available.That you had also suspected and these 180 euros also written off.The new wins over ca.820 euros were made with the new Deposit of 10 euros.The error lies with the casino.The bonus was no longer active and can then also not be reactivated with a new deposit.
The chances,that a complaint to the MGA is successful,are not bad in my opinion.You have to fight of course and it takes time.
https://www.mga.org.mt/

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Chrisrie101214
Visitor

Winfest Casino - I ask for quick answers... need help

12th Mar. 2019, at 05:00 pm CET#21
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Wizard wrote on 12.03.2019 at 16:34: I would now turn on the MGA.You have paid out the 100 euros of real money.Then the bonus from the casino should have been deleted from the balance.Perhaps it was also a technical error.In any case, no more 180 euros should have been available.That you had also suspected and these 180 euros also written off.The new wins about ca.820 Euro were made with the new Deposit of 10 euros.The error lies with the casino.The bonus was no longer active and then can not be reactivated with a new deposit.
The chances,that a complaint to the MGA is successful,are not bad in my opinion.You have to fight of course and it takes time.
https://www.mga.org.mt/

Thank you for your contribution, I see it quite the same. The wins were quite clearly and also verifiably achieved with my 10€, the 180€ were simply still on the account, had they not been there I would have won just as with my 10€. The support doesn't seem to understand that or they don't want to see it. I have replied to the last email of the support and explained it again and also mentioned that I see myself otherwise unfortunately forced to take other steps. The answer to this was that after consultation he can unfortunately only tell me the same as the email before and again the same text
To the mga, I will have to do that now. My problem is only that my English is not so good and I do not know how I have to approach. Should I write the support now again something and announce that I write the mga? What exactly should I put in the e-mail to the mga? How do I wrap it all up and should I send pictures or something? I hope someone can help me

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Anonym

Winfest Casino - I ask for quick answers... need help

12th Mar. 2019, at 05:04 pm CET#22
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Perhaps the Gamblejoe team could comment on this matter and perhaps help.
They are based in Malta and know their way around.

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Matthias
Expert

Winfest Casino - I ask for quick answers... need help

12th Mar. 2019, at 06:38 pm CET#23
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Wizard wrote on 12/03/2019 at 17:04: Maybe the Gamblejoe team could comment on this matter and maybe help.
They are based in Malta after all and know their way around a bit.

Hello Wizard,

honestly we have already commented on the issue and have been in direct email contact with Chrisrie outside of the forum.
We advised her to contact the MGA directly as we cannot contact the casino.
As far as I know, you can also file complaints in German and they will be processed within about 3 days.
It is important to know that the MGA will also ask for identification documents to make sure it is a genuine case.
Often in the past, "fake reports" or pointless requests were probably made to the MGA.

Again, as a well-intentioned piece of advice to Chrisrie:
Please try to send your request as understandable as possible and in correct spelling to the MGA,
as there may be people working there who use a software translator.
Long sentences could lead to problems.

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Anonym

Winfest Casino - I ask for quick answers... need help

12th Mar. 2019, at 07:55 pm CET#25
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Matthias wrote on 12/03/2019 at 18:38

Hi Wizard,

honestly we have already commented on the issue and have been in direct email contact with Chrisrie outside of the forum.
We recommended that she contact the MGA directly as we are unable to contact the casino.
As far as I know, you can also file complaints in German and they will be processed within about 3 days.
It is important to know that the MGA will also ask for identification documents to make sure it is a genuine case.
Often in the past, "fake reports" or pointless requests were probably made to the MGA.

Again, as a well-intentioned piece of advice to Chrisrie:
Please try to send your request as understandable as possible and in correct spelling to the MGA,
as there may be people working there who use a software translator.
Long sentences could lead to problems.


Thank you Matthias for your feedback.

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Chrisrie101214
Visitor

Winfest Casino - I ask for quick answers... need help

13th Mar. 2019, at 12:14 pm CET#26
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So hello to everything,
unfortunately there is no positive progress. The support has answered me again the same as in the first email. I have just written a last message to the support and hope that this possibly causes something. If not, I will unfortunately have to contact the MGA... really unnecessary and sad story, because of something like that... well first wait and see if again the same answer comes or something else... here my message to the support
______________________________________________________________
Hello,

after consulting with my legal advisor, I have decided to write them another message. I have described and explained the case to them in detail and have included game histories and booking history. Their Bonus terms and conditions do not state in any way that a further Deposit while there is still Bonus money in the account violates the terms and conditions. Thus, their statement that I would have violated the bonus terms and conditions is unfortunately not correct. I was not aware of this at any time. Furthermore, you refer in the rejection of the payout to Article 15 of the bonus terms and conditions. However, this article states that the money exceeding the possible 100€ will be cancelled from the account. I ordered the withdrawal of 100€ around 3pmand so understandably assumed that the remaining 180€ would be deleted from my account. Thus, article 15 only supports my statement. I see the blame here with them or the casino and in no case with me, because nowhere is listed, I must clean my account before I deposit again
The deposit of 10€ was made hours after the already ordered withdrawal of 100€, which means at this time (about 0 o'clock) my account should have already been cleaned. I knew that I was not entitled to this 180€, for this reason I independently deposited 10€. With these 10€ (visible in the course of the game), I have achieved my wins. Thus, I am rightfully entitled to the winnings amount of about 810€, since I have not violated any conditions or the like and it is the fault of the casino that the excess amount was not canceled, or that nowhere is written, I must clean up my account before deposit
This is now my last attempt to explain the situation to them. I am very disappointed and did not expect such complications from Winfest, as a new and quickly established casino. Goodwill is the operative word here
If after this message the desired settlement does not take place, that is, I get my approx. 800€ credited in the next few days, I unfortunately see myself forced to turn to the competent authority, the MGA, with the help of my legal counsel, and thus try to explain this case and if this also does not lead to success, to take further steps. I hope very much that it does not come so far, because this is really not necessary, since the facts are actually very clear
_________________________________________

let's see...

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Begbie
Elite

Winfest Casino - I ask for quick answers... need help

13th Mar. 2019, at 01:54 pm CET#27
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DrPepper wrote on 12/03/2019 at 15:07: It also always depends on which balance is used first when you have a bonus. Some casinos use the real money balance first and some use the Bonus money first.

this is exactly the point, which is why you probably can't do anything legally in the end.

as a rule, wins that are above the original max cashout of 100€ are automatically adjusted.
that here the player himself must be active to delete this excess win amount, has never happened to me so.

your argumentation is absolutely valid and even if in the end the above-mentioned would occur, here would be a clear case to meet the rules, in my opinion.
the fact that Winfest does not automatically delete the excess win makes them partly responsible.

but i am afraid that they will continue to stubbornly stand their ground in this regard.

big minus point for this casino. let's hope that this fact makes waves and becomes known.

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DeinVater
Top Member

Winfest Casino - I ask for quick answers... need help

13th Mar. 2019, at 04:03 pm CET#28
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Hmm... But there is not always the clause in the terms and conditions that the Bonus money may not be intentionally played down, which you should have done in this case according to Winfest to release you from the bonus. So they really killed 2 birds with one stone....
And as Begbie says, this should really be made public ...... . If there is no one more plays and pays in it hurts them much more than these non-legal maneuvers ..

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Chrisrie101214
Visitor

Winfest Casino - I ask for quick answers... need help

13th Mar. 2019, at 08:47 pm CET#29
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Thanks for your answers guys, am happy about any other opinion and see the same as you. The casino must, I think, if it accuses me of having violated any terms and conditions, show me this place times, because nowhere is anything against which I have violated, so I do not see me at all in the debt. Today I have not received an answer, I hope the support writes back again what...
Had clearly expected more goodwill from a new and eig good casino, it's not about thousands of euros, it's 800... really do not know what that's about

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Chrisrie101214
Visitor

Winfest Casino - I ask for quick answers... need help

14th Mar. 2019, at 05:12 pm CET#30
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soooo UPDATE
i can announce with great pleasure that the support has contacted me again after my last message and I get my money! According to support, the case was reviewed again and they have come to the conclusion that the fault is still with me (I see differently). Nevertheless, they agree to transfer my money to my user account, which makes me very happy. They call it a "goodwill" payment and not a duty of the casino. I am just happy and will do without Bonuses in the future!
Thanks to all who have responded so sweetly here

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