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Winfest - took my roulette winnings unfairly

Ruling

Found for the Casino - Without any evidence to demonstrate that the terms and conditions have been changed, this issue comes down to the player's word which is insufficient to take action on.

Read our Winfest Casino Review.

Player's Complaint

Hi!

I played Winfest's first deposit bonus (100% up to 400€) which was non-sticky. First I played my real money balance on one spin of roulette (several numbers) like any other non-sticky bonus.

The casino claimed that I broke their max bet rule (5€). But since I was playing with my own real money balance (which is played first), I was not playing on bonus money and could not break any bonus rules. This is how it has worked in every other casino so far.

So when I won 2584.95€, they took everything except the initial deposit. This happened 31/5/2022. If I had happened to lose, I'm certain they would not have returned the money I lost.

I sent this complaint to MGA in June but they redirected me here.

Best regards

Read the casino review

3 Responses

User icon
thepogg
August 9, 2022

Hi Matskuze,

Please forward the communication you received from the MGA directing you to this service to [email protected].

Thanks,

ThePOGG

User icon
Matskuze
August 9, 2022

Hi!

Actually I didn't receive a response myself, but my friend did on a similar case and told me.

Regards

[EDIT]

User icon
thepogg
August 12, 2022

Hi Matskuze,

We find that surprising and clearly in error. We are not the ADR for the Gammix license and the MGA should have direct you friend to the MGA.

Sadly there is nothing we can do to assist you. Unless you have direct evidence that the terms and conditions were changed after you won, then the terms and conditions as written would apply. If you have selected an excluded game you have breached the bonus conditions you have agreed to and as such voided the bonus contract, meaning that the operator is within their rights to consider all play during the bonus contract void and reset both parties to pre-contract position.

Sorry we could not be of further help.

ThePOGG

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Agreement

Matskuze 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

August 8, 2022

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