Casino Fantastik - Player’s winnings have been cancelled.

I requested a withdrawal of 2000 euro on 9 june. Today i've got an email. today i received an email : withdrawal of 1259 euros is registered

I go to the chat and they told me : you placed bets that are above the authorized limit of 30% of the deposit. I aways play the game fruit bat crazy. The max money on that game is 8 euro. I've made a deposit of 250 euro.

Dear pb9300,

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

"16. BETTING RULES

16.1. You must bet according to the specific rules of the game you are playing.

16.2. 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?

Thank you in advance for your reply.

Best regards,

Petronela

Thank you for the answer.

I never play with bonusmoney.

I just received an email where my amount of 1259 euros was approved. I was not given any reason why my initial application of €2000 was removed and the amount reduced.

I'm from belgium, i don't understand some rules.

I made a deposit of 250 euro and i play for max 8 euro.

They said that I played for more then 30% of the limit

09/06/2021 21:24:25 13196289998 82751 Fruitbat Crazy BET €312.00 WIN €233.00

09/06/2021 21:12:17 13196158846 82751 Fruitbat Crazy BET €248.00 WIN €508.00

But those bets are a total of a number of different games. I can't possibly bet those amounts on this game.

They told me they only removed that part (€741) because I'm vip/ If I hadn't been a VIP they would have cancelled everything

Best Regards

Andy

(google translate)

I understand. You have bought in-game special features (Free Spins) during the real money play, is that correct? Is there any record of how many Free Spins have been included in each offer?

you can "BUY FEATURE " in every game (play 20 free spins)

the price depends on the amount of your bet

bet

0.08 => €4.64

0.16 => €8,16

0.40 => €15,60

0.80 => €72

2.00 => €160

4.00 => €360

8.00 => €656

For 72 euros you can buy 20 free spins with a value of 0,80 euros

The more you play in the game, the more coins you can receive, which reduces your purchase

They are not real free spins, because you pay for them

I understand. Thank you. I'd like to emphasize that we accept the maximum bet rule for bonus play, on the other hand, we strongly believe it shouldn't be applied to a real money play https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"Most casinos restrict the maximum bet size for players who play with bonus money. This rule was most likely introduced to make bonus abuse more difficult. Without the max bet rule, bonus abusers could get a bonus from a casino and try to quickly multiply it by placing big bets."

"In an ideal case scenario, casinos should enforce their maximum bet rules at software level and therefore not allow players to place higher than allowed bets. This effectively removes all player complaints related to the max bet rule, as players simply can't break the rule."

"If enforcing max bets is not possible because the casino runs on third-party software that doesn't support them (or for any other reason), the casino should carefully judge each case separately."

I will now transfer your complaint to my colleague Andrej 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.

Dear pb9300,

I looked at your complaint as well as the additional information you provided. I understand the situation and I’ll try my best to resolve the issue.

I would like to kindly ask the representative of Casino Fantastik to join this conversation and comment on pb9300’s complaint.

Hello pb9300, hello Casino Guru,

As we informed the player, and as the player wrote in his post, he placed bets that are above the allowed bet limit of our casino:

09/06/2021 21:24:25 13196289998 82751 Fruitbat Crazy BET €312.00 WIN €233.00

09/06/2021 21:12:17 13196158846 82751 Fruitbat Crazy BET €248.00 WIN €508.00

Our Terms and Conditions state that bets must be below 30% of the deposit, features included.

In case of unauthorized bets, gains will be cancelled and the deposit recredited.

As the player wrote as well, only the gain on the unauthorized bets was deducted, as a gesture to a VIP player.

We remain available.

Best regards,

Casino Fantastik

Thank you, Casino Fantastik, for your reply. Kindly note that in Casino Guru, we consider restricting the maximum allowed bet amount in real money play, where such restriction is not enforced by software unfair and against our Fair gambling codex as when playing without a bonus, placing high bets does not give the player an advantage.

We believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment is that restrictions should be implemented on the casino’s side so there's no chance for players to break it by accident. Policies like the one due to which a part of pb9300’s winnings have been confiscated have the exact opposite effect.

As the funds were forfeited due to a breach of a policy we consider unfair, unless the player received the full disputed amount, we will close the complaint as ‘Against fair gambling codex’.

Therefore, I’d like to kindly ask you to reconsider your decision.

Our Terms and Conditions, to which the player agreed when signing on, state that bets must be below 30% of the deposit.

We have made a gesture towards the player as only the gain on the unauthorized bets was deducted.

We hope the player will recognize this, and consider the matter closed.

Best regards,

Casino Fantastik

Dear Casino Fantastik,

Please understand that whether pb9300 recognizes, (or doesn’t) that the amount he received was a gesture of goodwill will not change anything about our perception of the fairness of the situation.

As stated earlier, in case pb9300 does not receive the entire disputed amount, we will close this complaint as ‘Against fair gambling codex’, which will negatively affect the rating of Casino Fantastik.

Dear pb9300,

Could you please let us know if you have received the payment of €1259?

I received an email today that the amount will be deposited. I am glad that a part of the amount won remains. Thanks to you and casino fantastik for that. In the end I did win something and I'm still glad I didn't lose everything. The moment i receive my money i want to close my account of it's possible.

Hello pb9300,

We remain available via email and online chat.

Best regards,

Casino Fantastik

Thank you, pb9300, Casino Fantastik, for your replies.

Dear pb9300,

I’d like to kindly ask you to let us know once you have received the payment of €1259. I’m setting the timer for 7 days.

Dear pb9300,

Could you please let us know if there’s been any news regarding your case? I’m extending the timer by 7 days.

I received the money (€1259) in my bank account.

thank you so much for the help and the quick handling

Thank you, pb9300, for confirming. I’m glad that you’ve received at least a part of your winnings.

Dear all, as explained before, in Casino Guru, we consider restricting the maximum allowed bet amount in real money play, where such restriction is not enforced by software unfair and against our Fair gambling codex. Since this situation was caused by a breach of such policy and since the casino refused to comply with our ruling, we will now close this complaint as Unresolved – ‘Against fair gambling codex’ with the disputed amount equal to the amount of the confiscated winnings.