Casino Fantastik - Player believes that their withdrawal has been delayed.

I received an email that I could only withdraw 100 € because my total deposit is less than 500 € and according to their terms and conditions I am only entitled to 5x the last deposit. "13.6.1. If a player's accumulated deposit amount does not exceed €500 at the time of a gain, the player will be entitled to withdraw up to 5x the last deposit." My last deposit is 25 € so that's not right. It should then be 125€. But they avoided the remaining 175€! It doesn't say that anywhere in their general T&C. I think they should deposit that back into my account as I won it honestly. How can they just throw that money away!?!?

Dear ruthzange,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ruthzange,

Have you received your withdrawal from the casino yet?

No, not all. They payed me € 100.

Thank you for your reply, ruthzange. We consider such rules as the one you mentioned in your initial message to be predatory, but only if the casinos apply them to real money winnings. We share our standpoint regarding similar situations in our Fair Gambling Codex.

Could you please advise if you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear ruthzange,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

You can reject this claim. I don't want to go on with it. Thank you for your time.

I understand. I will now close this complaint as per your request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.