HomeComplaintsCasino Fantastik - Player’s winnings have been cancelled.

Casino Fantastik - Player’s winnings have been cancelled.

Amount: €500

Casino Fantastik
Safety Index:Very low
Submitted: 28 Apr 2021 | Case closed : 17 May 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany had his winnings cancelled due to placing a single bet greater than 30% of the last deposit. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

Hello,


I was not paid my winnings for the following reason:


Dear Daniel,


As part of our regular payout check, we found that the casino's terms were not met.


Our general terms and conditions prohibit stakes equal to or greater than 30% of the value of the deposit.

We have therefore canceled your withdrawal request and removed the winnings.


Should you have any questions, please contact our customer support via live chat on our website.


Automatic translation:
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3 years ago

Dear Daniel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings https://casinofantastik.com/general-terms-conditions/:


"We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

16.3. "Irregular play" includes, inter alia: Placing total bets equal to or greater than 30% of the value of the deposit currently in play. Using Martingale, double-up and similar systems and strategies.

16.4. Buying an in-game special feature (including but not limited to free spins) for a purchase/buy-in cost equal to or over the 30% of the current deposit in play."


Could you please confirm that you haven’t activated any bonus when depositing funds into your account and advise how much was your last deposit?

Thank you in advance for your reply.

Best regards,

Petronela

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3 years ago
Translation

Hello Petronela,


I did not claim a bonus.

My last deposit was € 100.

greeting

Daniel

Automatic translation:
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3 years ago

Thank you, Daniel, for your reply. Are you aware of placing any bets or buying an in-game feature for an amount equal to or greater than €30?

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3 years ago
Translation

No, I was not aware of that beforehand and was not told during the game that I was not allowed to make such bets.

Automatic translation:
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3 years ago

Thank you very much, Birdnamos, for your reply. Even if you haven't read the terms and conditions and you didn't know about the maximum bet allowed for the real money play, are you aware of placing such bets or you believe that you were accused falsely?

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3 years ago

Dear Birdnamos,

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.

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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