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Winfest - changing bonus terms

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Winfest Casino Review.

Player's Complaint

Hi thepogg one again need your help !

Played with a bonus I got for Halloween read term and conditions before playing as always and each slot pops up showing if you can use bonus money or not every single slot I played was allowed bonus money. Yesterday spend a couple of hours with support sending tons of documents to get the account verified and I did after all that I wake up to an email said that they took back the winnings and gave my back my initial deposit. I was in shock then I get an email telling me two slots I played were on the no play list. First of all those weren’t on the term and conditions yesterday they added those in now the only pragmatic slots something is extremely fishy going on here those slots were NOT on the list when I read them and when I opened the slots to play I triple checked if it said bonus money allowed on this slot don’t know what they’re trying to pull here but that seems crazy not paying a client and adding to random game they played at the end end of the list of slots not to pay

Please thepogg something doesn’t smell right at all here

Need help ASAP

Thank you !

Read the casino review

5 Responses

User icon
thepogg
November 1, 2021

Hi mtljesse - welcome back.

Do you have a copy of the original terms of the bonus? Can you provide the promotional url?

Thanks,

ThePOGG

User icon
mtljesse
November 2, 2021

Just sent you guys the email of the bonus

Thank you !

User icon
thepogg
November 7, 2021

Hi mtljesse,

Your claim is that the terms were changed after you won. To prove that we would need a copy of the original terms. The email you sent does not have this. Do you have access to a copy of the original terms?

Thanks,

ThePOGG

User icon
thepogg
November 13, 2021

Hi mtljesse,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
November 20, 2021

Hi mtljesse,

If we haven't heard from you by Friday the 4th of December I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

mtljesse consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Winfest
  • Malta Gaming Authority
  • Home Gaming Entertainment Limited

November 1, 2021

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