Winfest Casino - O jogador foi acusado de abrir várias contas.

I won 500 euros yesterday and wanted to pay them out. After several attempts and subsequent submission of data, I just got a message that my account will be blocked and everything will be canceled because I have several accounts which is wrong. My mother and brother have accounts themselves and live in the same household. There is no more answer to that.

Ich habe gestern 500 Euro gewonnen und wollte diese auszahlen. Nach mehrmaligen Versuchen und nachreichen von Daten bekam ich gerade eine Nachricht das mein Konto gesperrt wird und alles annulliert wird da ich mehrere Konten habe was nicht stimmt. Meine Mutter und mein Bruder haben selbst Konten und wohnen im selben Haushalt. Darauf kommt keine Antwort mehr.

Dear Georgbu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (here):

"3.4 The Player is allowed only one account. If Winfest notices that a Player has more than one account, Winfest may block or close any or all of the accounts."

We strongly believe that casinos should allow more than one player from the same IP address or household to play if each player is able to pass the verification and they didn't earn an unfair advantage by creating their personal accounts.

Could you please advise if the accounts of your family members have been verified in the past and active lately? Have you redeemed any promotional offers with your last deposit? Do I understand correctly that you haven't withdrawn any winnings from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela 

No my family members accounts are not verified but are now blocked anyway. You should now verify it by mail

Nein die Konten meiner Familienmitglieder sind nicht verifiziert aber jetzt trotzdem blockiert. Sie sollen es jetzt per Mail verifizieren

Do I understand correctly that you have been asked to verify your account? Have you provided all the requested documents?

Dear Georgbu,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have added all the data, but I still get nothing

Ich habe alle Daten nachgetragen, trotzdem bekomme ich nichts

I see. Could you please advise if you have accumulated your winnings with or without an active bonus?

Without a bonus

Ohne Bonus

Thank you very much, Georgbu, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Dear Georgbu,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Winfest Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Winfest Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Georgbu,

We are discussing the issue with the casino on Skype. I will get back to you as soon as I have more information.

Dear Georgbu,

I got replies from the casino. There is some evidence suggesting that there are 3 accounts registered using 3 email addresses with your name. If you opened 3 accounts, I'm afraid there is not much we can do.

Dear Georgbu,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Dear Georgbu,

Since you stopped responding, we are rejecting your complaint. Thank you for using the Casino Guru complaint resolution center.

Best regards,

Peter