Winfest Casino - Výhry hráče z bonusové hry byly zrušeny.

They are just pigs legally converted my bonus and then converted it into credit. They simply canceled my payment and canceled the credit.

On the grounds that I would not have met the bonus conditions, which is a lie.

Now passed it on to my lawyer.

Stay away from these criminals.

Das sind einfach nur Schweine habe meinen Bonus rechtmäßig umgesetzt und dann in Guthaben konvertiert die haben mir meine auszahlung einfach storniert und das guthaben gestrichen.

Mit der Begründung ich hätte die bonusbedingungen nicht eingehalten was gelogen ist.

Habe es jezt an meine  Anwalt weitergegeben .

Finger weg von diesen Verbrechern.

Dear Nino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me a link of the specific bonus that you have played, so I can check terms and conditions? Did you receive any explanation from the casino, why they have voided your winnings? You can forward any relevant communication between you and the casino to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello I was told that I had not implemented the bonus properly

I had a € 100 bonus that I played with € 5 bets and made big wins.

It took me a while to convert the bonus, then I converted the bonus and had it withdrawn.

The next day I was told by winfest that I had not complied with the bonus requirement nr. 9 and winfest completely canceled the entire profit of 2552 euros and I only had the 100 that I had deposited into my account. I got the bonus right implemented especially you can only make a maximum of 5 euros during the bonus and you can only pay out when the bonus is implemented.

I therefore do not understand what I should have done wrong

Guten Tag mir wurde gesagt das ich den Bonus nicht ordnungsgemäß umgesetzt hatte 

Ich hatte 100 Euro Bonus den ich mit 5 Euro Einsätzen gespielt habe und große Gewinne erzielte.

Es hatte eine Weile gedauert bis ich den Bonus umgesetzt hatte dann habe ich den Bonus konvertiert und auszahlen lassen.

Den nächsten Tag wurde mir von winfest gesagt das ich die bonusbedinung nr 9 nicht eingehalten hatte.und winfest hat mir den kompletten Gewinn von 2552 Euro komplett annulliert und ich hatte nur noch die 100 die ich eingezahlt hatte auf meinen Konto.ich habe den Bonus richtig umgesetzt vor allem man kann nur max.5 Euro Einsatz machen während des Bonus und man kann erst auszahlen wenn der Bonus umgesetzt ist.

Ich verstehe daher nicht was ich falsch gemacht haben soll

Thank you very much Nino for providing all the necessary information. I will transfer now 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.

Hi Nino,

I looked at the case and the casino's Bonus T&Cs. I found the aforementioned term No. 9: 

"If a player makes a withdrawal request before the bonus wagering requirements are met, the bonus balance will be automatically cancelled."

Is it possible that you made a withdrawal request before you finished wagering? 

No definitely not, because it was only possible to pay out when the lock is gone. You have to convert the balance from bonus money into real money and only then can you withdraw

Nein definitiv nicht da es erst möglich war auszuzahlen wenn die Sperre weg ist man muss das Guthaben erst konvertieren von Bonus Geld in echt Geld und erst dann kann man auszahlen 

Thank you for the reply, I will contact the casino and see how they react. 

Hi Nino,

I chatted with a casino representative and found out why your winnings were cancelled. The reason why this happened is the following rule: 

"4. During an active bonus the maximum allowed bet per game round/spin is €5.00 or € 0.50 per bet line. If a player exceeds the bet limit of €5.00 during an active bonus all winnings will be void." 

Although the system won't let you bet more than €5.00 per spin, you have to watch the size of your bet per line (€0.50) yourself. I can imagine your frustration with this but it is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum bet rule. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I can only recommend you to read the Bonus T&Cs thoroughly in the future to avoid breaking the rules and losing your winnings. Since I can't penalize the casino for this, I will have to reject the complaint. I wish I was of more help. 

Best regards,

Peter