Casino Fantastik - Player’s winnings have been cancelled.

I know that "Casino Fantastik (casinofantastik.com) is a no recommended casino and have the worst reviews ever, but I didn’t believe they where scammers.  

On October 1 - 2022 they cancelled my full balance on euro 7.550. The casino answer that winnings can be confiscated according to their terms if a player bet more then 30% of the last made deposit, and that I have made one single spin on a slot machine with the amount over these 30%. I can’t see in theirs terms (see below) that they can confiscate the full balance as I had also before that overbet bet was made. 

When this happened I played with pure cash without using any bonuses and it’s also worth to mention that there where zero winning on that made single spin over 30% of deposit. 

This scam casino owner is Topia Solutions N.V and they are also running Casino Dingo, White Lion, All wins, Lord of the spins, JellyBean, Crazyno, RadioCaz and Magicazz". 

We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play. "Irregular play" may include, inter alia: Placing bets equal to or greater than 30% of the value of the deposit ( or Bonus, Cash, VIP points, Free Spins) on other games than Slot Machines. Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Dear Jannelovaelvin123,

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 (here)?

"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."

While it is nothing unusual to have a maximum bet rule applied to bonus play, we absolutely do not agree with restricting real money play for players and we believe it is predatory and unfair.  

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

Dear Petronela,

Yes its 100% sure I had no bonus involved in this case. The balance euro 7.550 was built up from a pure cash deposit and no bonus involved what so ever.

Its also extremely strange and probably just a way to confuce players because they write above 16:3 in their general rules, but under theirs bonus terms they write below:

"Irregular play" may include, inter alia: Placing bets equal to or greater than 30% of the value of the deposit ( or Bonus, Cash, VIP points, Free Spins) on other games than Slot Machines. 

So that means in that case that you are allowed to place bets over 30% of deposit on slot machines like I played if using bonus, but not if using pure cash deposit. The rules are in this case more favourable if you play with bonus money, compere to cash deposit.

I can also add that I am pretty sure that this bet was placed there from theirs side and nothing I did infact.

There are two reasons for this. Nr 1 is that I did 500 spins on same slot with same value euro 6, then suddenly in the middle of all these spins there is one single made spin with a higher value then the allowed 30%.

There are no reason what so ever that I would make on high not allowed spin in the middle of all this.

Nr 2 is that I can see in my history that this overbet spin is made within exact same second as the spin before it and that it take minimum one second between all other spins. Its then impossible to stop the spinning, change bet and then make a new spin again, all in one and same second.

But I understand its close to impossible to try to proof that they have fabricated one spin just to have a reason to cancel my full balance, so I didnt even go that way.

Instead I try to claim that they have no right to cancel the full balance before that made face spin have been made, and perticarly not when I played with cash deposit only.

I have all evidences needed of course, but that will probably not help when we dealing with such a criminal casino.

Kind regards/ Jan K***********

Thank you, Jannelovaelvin123, for your reply and clarification. If you wish to forward any supporting evidence you can do so at petronela.k@casino.guru. Afterwards, we will contact the casino.

Dear Jannelovaelvin123,

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.

Thank you very much, Jannelovaelvin123, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 Jannelovaelvin123.

I am sorry to hear about your troubles.

Unfortunately, yes, this rule's existence is absurd. The rule is wholly unfair, and I don't see a reason why the casino could confiscate your winnings. (even if you bet your whole deposit) If the casino wants to restrict this, they should enforce it by software. By the way, try to find a similar rule in brick-and-mortar casinos.

Sure, in your situation, it looks very suspicious. For sure, one single spin (with a value greater than 30% of your last deposit, especially when you didn't win) shouldn't be a reason to confiscate all the winnings. You didn't get any advantage by making this higher spin.

I would like to invite the casino representative into the case:

Dear casino representative, please explain to us what happened and why was the entire balance voided.

We would like to ask Casino Fantastik to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I am unfortunately pretty sure that they not will answer due to they are criminals.

I haven’t anyway given up, they have fu..ed with wrong guy this time. After long investigation I found a document from the Swedish gaming authority from 2019 that stated (with reference to the Swedish law) that this company are forbidden to act in Sweden. Reason for this judgement was that a casino are not allowed to marketing themselves in different ways as they have done, if they don’t have a Swedish license. Thereby I sent my payment provider this statement together with all my made deposits three month back, which is the max chargeback you can do with Mastercard.

I applied for a chargeback on this amount which summarized to euro 6.600, based on reason that the casino have broken the law by acting here, despite our Gaming authority’s verdict. Casino Fantastik probably don’t care about this as well, but I hope that theirs payment provider can’t refuse such thing if Mastercard have this proof. I am now waiting for the outcome of this.

Another casino did by the way try something similar with me 2019. I then made a complaint that time via Casinomeister and it ended up that GoWild casino became blacklisted due to this, and then two years later they closed down the casino.

Dear Jannelovaelvin123,

Most likely, you are right, and the casino won't respond. Because they don't have any license, you can also contact this company: https://mychargeback.com/

Thanks, I will check that as well if my card prover don’t succeed with his claim.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. Try the website I sent you. I hope they will be able to help you.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Please confirm that I can close the complaint as unresolved.

Yes I confirm and thanks anyway for your help.

Thank you for the confirmation.

Unfortunately, I am closing this complaint as unresolved.