Winfest Casino - I ask for quick answers... need help
11th Mar. 2019, at 03:37 pm CET#10
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I contact again and have received a response that unfortunately confirmed my fears. Can anyone help me what I can do? I have of course now replied to the email and explained the facts, must now just wait again for response, Live Chat can not help me... This is the email
You have requested a withdrawal. Unfortunately we are not able to process your request
Reason for payment rejection:
Exceeding the maximum payout of free play bonuses.
All Free Spins Bonuses have a maximum payout of the wins of €100. The remaining amount exceeding the maximum payout of €100 will be cancelled in this case (Article 15 of the Bonus terms and Conditions).
Consequences:
Your account balance will be corrected. The remaining amount of €100 can then be offered for payment again.
We apologize for the inconvenience and wish you another pleasant day.
Has anything been done in this regard yet? That would really be a perfidious rip-off, if they would keep the money that you have won free of your money outside the bonus. I wish you good luck!
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Anonym
Former Member
Winfest Casino - I ask for quick answers... need help
12th Mar. 2019, at 08:10 am CET#12
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After depositing the 10 euros, the account balance was 190 euros.
Did the account balance fall below 180 euros at any point during play?
I mean over the entire playing time.
Winfest Casino - I ask for quick answers... need help
12th Mar. 2019, at 11:01 am CET#13
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Wizard wrote on 12/03/2019 at 08:10: After depositing the 10 euros, the account balance was 190 euros.
At any point while playing did the account balance drop below 180 euros?
I mean over the entire playing time.
Starter
No, the account balance never fell below the 180€ that was left from the bonus. In the course of the game this can also be proven, because I won free spins with my deposited 10€ after only a few spins and so I got the wins. Unfortunately, something happened, I then replied to the above email and thought, well okay they certainly did not look that closely, explained the exact facts and even included screenshots of the gameplay and booking history. As a response I got shockingly this answer
-------------------------------------------------------------
We can inform you of the following:
You should have cleaned up your account and Bonus money before proceeding with any game
By making another Deposit you have shuffled the money acquired through a bonus again and thus violated the Bonus T&Cs
Your deposit of €10 will be returned and credited to your account while the bonus is active, any other wins during the time you had the funds acquired through the bonus cannot be credited to your account.
I am sorry that I do not have better news for you.
I wish you a pleasant evening anyway.
-----------------------------------------------
I am really horrified and desperate and don't know what to do at all. Nowhere in the Bonus terms and conditions is anything mentioned about commingled money and nowhere does it say that you have to clean up your account independently - it is written the excess amount will be canceled - so how can I have violated any terms and conditions????? I hope here possibly still someone has an idea or can help me somehow.... I also replied to the email and wrote exactly this to the employee...... hope I have little
It's the casino's job to clear your Bonus money that expires, not yours. And if you can prove that you have never fallen below 180€, so you have not used the bonus money anyway, I can not imagine that the win is simply invalid. If I were you, I would definitely contact the mga and describe the facts there
Winfest Casino - I ask for quick answers... need help
12th Mar. 2019, at 11:13 am CET#15
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Gratler wrote on 12/03/2019 at 11:09: It's the casino's job to clear your Bonus money which expires, not yours. And if you can prove that you never dropped below 180€, so you didn't use the bonus money anyway, I can't imagine that the win is simply invalid. If I were you, I would definitely contact the mga and describe the facts there like this
Yes, I can prove it, since it is documented even on the side of the casino and my reasoning is just like yours, so I explained it to the support WITH screenshots where to see is 22:03 - 10€ deposited, then gameplay some spins done 22:05 with 3€ loss of the 10€ free spins and bum 100/150€ or so Plus had the yes OFFENSIVELY with my 10€ were won, then always played on and in the end at 1000€. Ergo, I thought - well machste ne payout of 1000€ the deduct you the 180€ that were still on the account and is good, but no it is argued I would have violated the Bonus terms and conditions, because I should have deleted the bonus money what was still on the account (how should I know that I have to do that if it says it will be canceled?????) and I have mixed it with real money, which violates just the BonusAGB (NOWHERE is that!!!!!!) - so and now?? Casino always sits on the longer lever so I'm just desperate and do not know at all what I should do now if they refuse...
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Anonym
Former Member
Winfest Casino - I ask for quick answers... need help
12th Mar. 2019, at 11:47 am CET#16
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As I have just experienced this myself, the convert or as you call it convert is completely meaningless . The casino will give you with luck the 100 euros, the rest is irretrievably gone. Only by paying out the hundred, which was created with the help of the bonus, so at least the casino will argue, it becomes real money. If you continue to play with the win, just because you think that it is now real money that also belongs to you, in the end only the casino is happy. If you have received the 100 euros, you can Deposit and then and really only then they are your property and therefore real money . The casino will then take care that you do not have to bother too long with the money.
Winfest Casino - I ask for quick answers... need help
12th Mar. 2019, at 11:53 am CET#17
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MatthiasderDicke wrote on 12/03/2019 at 11:47: Having just experienced this myself, converting or as you call it converting is completely meaningless . The casino will give you the 100 euros with luck , the rest is irretrievably gone . Only by paying out the hundred, which was created with the help of the bonus, so at least the casino will argue, it becomes real money. If you continue to play with the win, just because you think that it is now real money that also belongs to you, in the end only the casino is happy. If you have received the 100 euros, you can Deposit and then and really only then they are your property and therefore real money . The casino will then take care that you do not have to bother too long with the money.
You have not quite understood the situation. The 100 € I get through the bonus I have instructed to withdraw, these were then also gone from the account. However, 180 € remained on my account, which also came from the bonus, I have namely insgesammt with the bonus 280 € won. Knew yes can only pay out 100, so 100 euros requested, these were debited. The rest of the bonus win, so 180€ remained on the account, I thought they are canceled and wanted to continue playing, so 10€ deposited and thus had 190€ on the account, 180 from the bonus and 10 from me. With the 10 of me without using the 180 bonus I then made wins - not with the Bonus money
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Anonym
Former Member
Winfest Casino - I ask for quick answers... need help
12th Mar. 2019, at 01:15 pm CET#18
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Right I have probably not understood correctly, since you have already paid out the 100 euros, they will not give you more . Maybe you're lucky and still get the 10 euros back.
Winfest Casino - I ask for quick answers... need help
12th Mar. 2019, at 03:07 pm CET#19
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It also always depends on which balance is used first when you have a bonus. At some casinos, the real money balance is used first and at some the Bonus money is used first.
If the real money was used first, you are clearly entitled to your money and I would pass the whole thing on to the authorities if you refuse to pay out the money. Make all possible screenshots, game history, bonus history and and and... secure yourself as far as possible
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You have requested a withdrawal. Unfortunately we are not able to process your request
Reason for payment rejection:
Exceeding the maximum payout of free play bonuses.
All Free Spins Bonuses have a maximum payout of the wins of €100. The remaining amount exceeding the maximum payout of €100 will be cancelled in this case (Article 15 of the Bonus terms and Conditions).
Consequences:
Your account balance will be corrected. The remaining amount of €100 can then be offered for payment again.
We apologize for the inconvenience and wish you another pleasant day.
Yours sincerely,
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Winfest Casino - I ask for quick answers... need help
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Chrisrie101214
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Winfest Casino - I ask for quick answers... need help
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Did the account balance fall below 180 euros at any point during play?
I mean over the entire playing time.
Starter
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Winfest Casino - I ask for quick answers... need help
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No, the account balance never fell below the 180€ that was left from the bonus. In the course of the game this can also be proven, because I won free spins with my deposited 10€ after only a few spins and so I got the wins. Unfortunately, something happened, I then replied to the above email and thought, well okay they certainly did not look that closely, explained the exact facts and even included screenshots of the gameplay and booking history. As a response I got shockingly this answer
-------------------------------------------------------------
We can inform you of the following:
You should have cleaned up your account and Bonus money before proceeding with any game
By making another Deposit you have shuffled the money acquired through a bonus again and thus violated the Bonus T&Cs
Your deposit of €10 will be returned and credited to your account while the bonus is active, any other wins during the time you had the funds acquired through the bonus cannot be credited to your account.
I am sorry that I do not have better news for you.
I wish you a pleasant evening anyway.
-----------------------------------------------
I am really horrified and desperate and don't know what to do at all. Nowhere in the Bonus terms and conditions is anything mentioned about commingled money and nowhere does it say that you have to clean up your account independently - it is written the excess amount will be canceled - so how can I have violated any terms and conditions????? I hope here possibly still someone has an idea or can help me somehow.... I also replied to the email and wrote exactly this to the employee...... hope I have little
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Winfest Casino - I ask for quick answers... need help
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Chrisrie101214
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Winfest Casino - I ask for quick answers... need help
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Yes, I can prove it, since it is documented even on the side of the casino and my reasoning is just like yours, so I explained it to the support WITH screenshots where to see is 22:03 - 10€ deposited, then gameplay some spins done 22:05 with 3€ loss of the 10€ free spins and bum 100/150€ or so Plus had the yes OFFENSIVELY with my 10€ were won, then always played on and in the end at 1000€. Ergo, I thought - well machste ne payout of 1000€ the deduct you the 180€ that were still on the account and is good, but no it is argued I would have violated the Bonus terms and conditions, because I should have deleted the bonus money what was still on the account (how should I know that I have to do that if it says it will be canceled?????) and I have mixed it with real money, which violates just the BonusAGB (NOWHERE is that!!!!!!) - so and now?? Casino always sits on the longer lever so I'm just desperate and do not know at all what I should do now if they refuse...
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Winfest Casino - I ask for quick answers... need help
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Winfest Casino - I ask for quick answers... need help
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You have not quite understood the situation. The 100 € I get through the bonus I have instructed to withdraw, these were then also gone from the account. However, 180 € remained on my account, which also came from the bonus, I have namely insgesammt with the bonus 280 € won. Knew yes can only pay out 100, so 100 euros requested, these were debited. The rest of the bonus win, so 180€ remained on the account, I thought they are canceled and wanted to continue playing, so 10€ deposited and thus had 190€ on the account, 180 from the bonus and 10 from me. With the 10 of me without using the 180 bonus I then made wins - not with the Bonus money
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Winfest Casino - I ask for quick answers... need help
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Winfest Casino - I ask for quick answers... need help
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If the real money was used first, you are clearly entitled to your money and I would pass the whole thing on to the authorities if you refuse to pay out the money. Make all possible screenshots, game history, bonus history and and and... secure yourself as far as possible
This post has been translated automatically