Casino Fantastik - Player’s attempt to close his account has been overlooked.

Hallo, ich habe bei diesem Casino gespielt, nachdem ich jedoch die AGB‘s gelesen habe, hatte ich keine Lust mehr, sehr sehr unseriös... aber es geht noch schlimmer und ist schon sehr dreist, nachdem ich darum gebeten hatte mein Konto zu schließen, wurden mir 25€ gutgeschrieben, an und für sich toll, jetzt aaaaaaaber.... mein Account kann erst nach 30 Tagen geschlossen werden, wenn er inaktiv bleibt, ein Einzahlungslimit wurde auch nicht eingerichtet, das ist sowas von frech und beschämend!!!! Jeder sollte sich diesem Casino fern halten !

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions, and this is what I found https://casinofantastik.com/general-terms-conditions/:

„ACCOUNT CLOSURE

You are entitled to close your Account and terminate this Agreement at any time by contacting Support using the Contact Us page in the Help Center, or via email, and we will respond within a reasonable time. You will be responsible for activity on the Account until the closure has been finalized by us.

In the event of cancellation of the Player’s Account, a Player shall be permitted to withdraw any balances exceeding withdrawal fees, in line with our Withdrawal policy."

"RESPONSIBLE GAMING

For those customers who wish to restrict their gambling, we provide voluntary self-exclusion tools, which enable you to close your account or restrict your ability to place bets. If you require any information relating to this facility please contact Customer Support.

We will endeavor to implement your request within a reasonable time period and to ensure compliance with your self-exclusion. However you accept that we have no responsibility or liability whatsoever if you continue gambling before your request has been implemented or you seek to use the Website and we fail to recognize or determine that.

You acknowledge that exclusion and limits are set per account, and should you have accounts on more than one site owned by us, you must set the limits on each account."

Contact info: support@casinofantastik.com

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

Thank you very much Marcel for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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.

Hello Marcel

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Marcel.

Can we consider your issue got resolved?

Hallo, sorry für die späte Antwort, Ja mein Konto wurde nun gesperrt!

Ich danke Ihnen

Dear Marcel,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru