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.
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.
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
Hello Petronela,
I did not claim a bonus.
My last deposit was € 100.
greeting
Daniel
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?
No, I was not aware of that beforehand and was not told during the game that I was not allowed to make such bets.
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?