# Other Casinos #: Winfest Casino - lets newcomers run into the open knife

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This post has been translated automatically

LouAnn wrote on 09/12/2019 at 8:55 pm: Hello dear community,

Maybe you guys can help me.

Signed up with Winfest Casino a while ago, but am still a relative newbie, also gambled a bit at Drückglück and Rizk, always with Bonuses, never a problem.
Until then everything was great, gaming experience was great, always played with bonuses, received a payout of 149€, everything top.

On 06.09.2019 the trouble then started.

I made a Deposit in the amount of 20€ and the whole thing with the 25% Deposit bonus, so 5€ bonus credit.
Have then played me up quite well on, I think so on 300€. Then I saw that there is such a feature to buy at Big Foot, 5 rounds for a total of 20 €. So I thought to myself again deposit real money, so that the whole thing also works and it does not say later, for example, with Bonus money does not work. What I did not know at that time ( yes, here may now be stoned, now I'm also smarter) that 1. the real money counts towards the bonus money, as long as a bonus is active ( I'm playing as I said not long, but that somehow already seems unfair to me ) and 2. that the rule is not more than 5€ per spin.
To this particular feature topic, but I could not find anything in the terms and conditions, but my logic is that I have set at 20 € for 5 rounds, actually per round yes maximum 4 € (20 €: 5 rounds) ?
Well, you can certainly argue about it, if the casino would not let the win from this apply, I could somehow still arrange with there, but player-friendly (just for newcomers) I find that already times not. It would also be possible to simply give a short error message if you want to make an unauthorized bet, so you could cancel the bonus, or just not buy such a feature.

But now comes what annoys me insanely and why I feel totally betrayed.
With purchase of this feature, I won 270€, for which I requested a payout of 270€. That was on 06.09.2019 at 20:47. Good things I deposited again at 21:05 and bought with the newly deposited money in another game a feature,'with which I won 250€ and requested this at 21:17. I played a bit here and there, decided to deposit money again and did so at 22:22. At some point I played Caishens Gold and won a Jackpot of 760€,of which I requested at 23:05 700€ for withdrawal
That was it so far on06.09.2019.
I think on 07.09.2019ist me then noticed that the bonus from the first deposit on 06.09.2019 was still active, I tried 2, or 3 times to convert the bonus, got each time a message bonus successfully converted and thought me also nothing more. On 08.09.2019 the bonus was still active and I tried it again with convert, several times in quick succession, always a positive confirmation, but bonus still there, so I thought something is wrong and have contacted the support. AUSserdem would me constantly 2 times the Final25 bonus in my bonus mailbox displayed, although I had already used it. It turned out that 2 games were still open in the background and after closing them the bonus also went away. There was no mention here that I had violated any policies. Since I was now yes waiting for payouts in the amount of 1220€, I also paid in during Fes 08.09.2019 again quite diligently.
On 09.09.2019 then the rude awakening, payout canceled AGB violated. I tried the clarification with a response to the mail. Same answer, AGB violated. I explained that according to my logic the feature firstly all me extra for it deposited money and secondly according to my logic also not worth more than 4€ per spin. Again the same answer. I felt totally vera... Since I brav further deposited, after the first supposed win. If a player makes a withdrawal request before the Wagering requirements have been met, the bonus will automatically be invalidated.
This means that after my first withdrawal request at 21:06 the bonus should have been automatically invalidated, so I should have been entitled to the two subsequent wins.
However, the bonus was still active, although this should not have been, I can prove that, as well as the timing of deposits and withdrawal requests.
But I was canceled the entire 1220 €, without at least once an offer for any compensation. And I have beautifully further and further cash deposited and thought, I play also with cash and everything is good.
I have also written yesterday again in an email to the casino and just pointed out the terms and conditions with the automatic Ungültlgkeit at withdrawal request. Since then, of course, I no longer receive a response.

How do you see the whole thing? I feel of course totally fooled, because I have good faith good after the first win further deposited, had someone told me that what is wrong, I would certainly not have done.

I am now only times the desire to play gone, as a novice is not to understand. If I play at Drückglück a casino, which is not approved for bonus money, then I get there also simply no bonus money displayed and is good, why so complicated.
And then they boast of fair play...really frustrating.quite

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LouAnn wrote on 09/13/2019 at 8:27 pm: Hello dear community,

After sending the following email to the casino today :

Dear Sir or Madam,
I hereby kindly request you for the last time to transfer my requested balance of 1220€ to me. I hereby set you a deadline until 20.09.2019 to pay out the balance, otherwise I see myself forced to take further steps.
I would also be happy to describe the facts of the case to you again:
On 06.09.2019 I made a Deposit of 20€ at 14:16, for which I claimed the Deposit bonus Final 25. At 20:34 I made another deposit of 30€, the bonus balance was at this time still at 5€. I buy a so-called Big Bet Feature with the deposited real money, for 20€ for 5Runden, which corresponds to a stake of 4€ per round according to my logic. There is nothing in your T&C about this special point. I won with dieSem purchase by real money (the bonus credit was not touched by this) 270€, which I requested at 20:47 to the Auszahlung. At 21:06 I deposited again 25€ Ecgtgeld, the bonus balance was at this time still 5€, I bought again a Big Bet feature and won here 250€, which I requested at 21:15 for withdrawal. I deposited at 22.22 again 15€ real money, the bonus balance was still 5€ and was therefore not touched, I won in Caishens Gold a Jackpot in the amount of 760€, of which I requested 700€ at 23:05 for withdrawal.
Thus 1220€ are pending for payout.
I am willing to waive the first win in the amount of 270 €, or to receive a settlement for this, as I could still understand a possible AGB violation here, although to the special feature, nothing is to be found in your AGB. For the customer, especially new players, it is difficult to understand that 20€ for 5 rounds does not correspond to a stake of 4€ per spin. In addition, it is absolutely not customer-friendly to be able to make a bet that is actually not allowed. Here it would be nevertheless in the sense of the Fair Play, with which you boast, this employment simply not to permit, like it also other on-line Casino s to leave.
However, your terms and conditions state under point 8 that bonus credits automatically become invalid if a withdrawal request is made as long as the bonus conditions have not been met. Thus, the bonus would have automatically on06.09.2019 at 20:47 with the Auszahlungsbeantragung ungültig werden müssem. However, the bonus existed up to and including 08.09.2019 at 13:46.He could not be processed before that either, which is why I even contacted the support employee Emeli on 08.09.2019 at 13:42. After talking to her, the bonus could finally be closed. What I also consider customer unfriendly here is the fact that the employee did not point out to me that there are problems with the payout, I thus continued to diligently pay in on 08.09.2019, in the good faith to receive 1220€ payouts. I received only on 09.09.2019 an email that the payout was canceled. I thus insist at least on the payment of the winnings of 250€ on 06.09.2019um 21:06, as the win in the amount of 700€ on06.06.2019 at 23:05, since the bonus with the withdrawal request on 06.09.2019 at 20:47 the bonus automatically became invalid and thus after this time, according to point 8 of your terms and conditions no bonusw was no longer active.
I hereby ask you again for review and for a reasonable and amicable solution, gladly I would namely in the future continue to play in your casino as to waive legal action.
I can provide you with documents to prove what happened.
I look forward to an amicable settlement and remain with kind regards,
Aileen Pahle


I received the following reply today :

Hello Aileen,


thank you very much for your answer.



You are of course free to appeal our decision. Should this be the case, you can do so at the dispute resolution company "EADR". The use of this company is free of charge for you as a player. You can enter your case in German or English here. https://eadr.org/eadr-form/



You can also file a complaint with the Malta Gaming Authority:

• Address: Building SCM 02-03, Level 4, SmartCity Malta, Ricasoli SCM1001, Malta


• Phone number: +356 25469000


• Email: support.mga@mga.org.mt

We are sure that the EADR and also the MGA will find a solution which is acceptable for both sides.



Yours sincerely,


Thomas



I have replied to this once again, with the request for explanation, why the bonus was not as mentioned in the terms and conditions under point 8 automatically with the 1st payout order for invalid. For this I received in the Mail of today no statement.Except that I pointed out also again that I already submitted a Lösingsvorschlag, namely to do without the first disbursement.

I have now reported my request to the EADR, I will take care of a report to the MGA at the weekend, since this must be written in English.

I do not believe that anything happens, an understanding of the terms and conditions but I should be entitled to at least win 2 and 3, because at this time the bonus should have been automatically invalid and I have not activated a new and also again deposited cash.

I learn from this only that I definitely no longer play at this casino and that in the future I will only play without Bonuses and after each withdrawal request first ask if everything is ok.

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