Festivalplay Omdömen 13

Makes it difficult to close account. After seeing $200 evaporate in a very short period of time and having the game reset the progress once exiting the game, I requested my account to be closed through their live chat. Multiple marketing responses were received, but there wasn’t an offer to comply with my requests to close my account. After so much time wasted I was told to send an email requesting my account closure.

I deposited €150 and activated their FESTIVAL500 welcome sports bonus. I cleared the rollover requirements and requested a €500 withdrawal via Visa on February 22, 2026 (request #10165813322750).
The withdrawal stayed in PENDING status for 11 full days (until March 3, 2026) with:

No communication from support
No KYC/verification requests
No status updates
No replies to my messages

On March 3, 2026, the withdrawal suddenly disappeared. My balance dropped from ~€900 (including the pending €500) to only €150 (my original deposit). All ~€750 in bonus winnings were voided and deducted without any notice or explanation.
When I finally got a reply from support (March 16), they claimed "bonus manipulation" under section 8.8.2, but provided zero evidence:

No specific bets shown
No logs or transaction details
No proof of which rule was broken

Worse: Their bonus terms make no mention of any "virtual balance" or winnings being routed to a separate balance. Yet this hidden mechanism was used to void everything. This is not transparent and feels like misleading advertising.
I have screenshots of the pending withdrawal, balance drop, bonus terms (no virtual mention), and their vague response. I’ve escalated to Casino Guru and will continue to pursue this.
If you win anything meaningful here, be prepared for long delays followed by sudden cancellations and voided winnings with no real proof. Not worth the risk.
Avoid FestivalPlay.

Enfin un bon service client canadien, qui ne nous parle pas seulement en Anglais. Le temps d attente en chat est très correct. Je reçois des réponses à toutes mes questions et pour l'instant je suis assez contente de ce casino. J'ai fais un retrait de 275$ qui a été paye le même jour. Le seul bémol c'est que je ne trouve pas de numéro pour les joindre au téléphone donc tout se fait par chat

super casino, des bons jeux et j'ai pu retirer rapidement

C est honteux,ce casino n a rien a faire en ligne,tout est truqué,des centaines d euros depensés sur plus de 10 jeux et pas 1 bonus,pas 1 scatter,parties gratuites,...et pourtant des milliers de tours de rouleaux,un seul mot,VOLEURS VOLEURS!!!!

An absolute joke of a casino .... first no responsibility for the player if you have a problem gambling they don't care ..... live chat can do nothing dont even no why it's there can't answer any questions dont set limits can't close account dont have a clue when you will receive you winnings so why bother .... then the 1 email you get a day to try waste your time with kyc they ask for 1 thing per email the only thing they can't get is your dna this is a casino tactic to make you play away your winnings if I had any advice to share with you give your money to charity rather than this crowd they wont last long there here to rob as much as they can before there closed down ....

J au vu une pub a propos de ce nouveau casino en ligne. Je me suis enregistre, j ai depose 80$ et tres rapidement atteinds une balance de 400$.
J ai fais une demande de retrait, on m a demande des documents que j ai du partage et j ai ete paye! Pour l instant, rien a dire de negatif, le service client et aimable et le site charge tres vite.

Bon casino, pas mal de jeux. Je suis chez eux depuis quelques temps et pas de soucis avec les depots et retraits. RAS

a OK casino, with a large selection of games, a customer support answering by chat 7 days a week.
So far didn't win...so i cannot judge yet the process of withdrawals.
I didn t put 5 stars, because generally I like very much playing on huge jackpots and this brand doesn t have massive jackpots to offer.

Terrible casino, unbelievably slow payouts and next to impossible to close the account, two months now and still has not been closed, the same stupid email in response everytime I request to close the account

Ne respecte pas les demandes. J'ai demandé une auto-exclusion et personne ne répond. Ça fait plus de 10 jours et aucun retrait possible. Fuyez!!!

Horrible con el juego responsable. Se aprovechan de la gente que tiene problemas con las apuestas. No cierran la cuenta, por muchos correos que envíes. No van a sacar ningún beneficio de aquí. No vale la pena.

Ive had a horrible experience with this betting company, Festivalplay.com.

Ive been spending money with them since before Christmas. Their website is very nice and everything looks ok however in January i requested my account to be closed by email as i know i have a gambling problem. They responded saying they would and to advise why i want it closed and i advised i have a gambling problem.

They never responded, didnt close the account and of course as anyone who has an addiction knows you cant help but bet again if you have access. So i continued till March betting when i realised i have to get this closed.

As per before i sent the email, they asked why and i said i had a gambling problem again. Again nothing happened. No response and account left open so once again i eventually started betting again.

Finally the other day i asked again, this time i said i have copies of the previous emails and will be sending them to the gambling authorities and commission unless they close my account and refund all or part of the deposits i made from the original email in January.

They didnt respond but this time they closed the account only after i threatened action.

I will follow through with my action if they do not respond and resolve this after horrible gambling care on their behalf.

They let me down as a customer and actually breached their policies.

I will update if or when i get a response.