The player from Switzerland is experiencing difficulties withdrawing her funds. The casino enforced rules from their T&C's which we consider unfair, therefore we were forced to close this complaint as 'unresolved'.
Casino Fantastik - Player’s winnings have been confiscated due to 30% maximum bet rule.
Black points: 11903
Amount: €10,000
Casino Fantastik
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.8
Casino Fantastik has a Safety Index of 1.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
This casino is a fake. I played with real money and after my winnings of over 40,000 euros, which I gambled away up to 10,000 euros, these crooks don't want to pay out anything. I even have the payout ticket for 10,000 on the screen. But they refuse to pay off. I will be careful not to continue playing at Fantastik Casino.
Automatic translation:
Public
Public
3 years ago
Dear Pirema,
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
Public
Public
3 years ago
Translation
As far as I know, I was playing with no bonuses at the time. But they insinuate that I was supposed to have played illegally. How illegal gambling works is a mystery to me. If you are talking about 30%, I at least hope that you will reimburse me for 30% of the profit.
Automatic translation:
Public
Public
3 years ago
Hello Pirema,
I’m sure you understand that I don’t work for Casino Fantastik, but as one of the Casino.Guru independent employees and professionals I’m trying to find the reason why your winnings have been confiscated.
Now when you confirmed that you haven't activated any promotional offer, could you please advise how much was your last active deposit? Thank you very much in advance.
Public
Public
3 years ago
Translation
That day I tried again to play with 200 euros and was lucky for once. Fantastik has games that can only be played with real money. And this is what I did. Of course, I then played progressively with the winnings, which I don't think is illegal.
Automatic translation:
Public
Public
3 years ago
Could you please forward your cashier and bonus histories to petronela.k@casino.guru?
Public
Public
3 years ago
Do I understand correctly that your last deposit, from which your confiscated winnings have been accumulated, was €200? Are you aware of placing any bet or purchasing any bonus feature in a value greater than €58 during that session? Thank you very much in advance for your reply.
Public
Public
3 years ago
Translation
I am not aware that I should have played with a bonus.
Automatic translation:
Public
Public
3 years ago
Could you please confirm that your last deposit, from which your confiscated winnings have been accumulated, was €200? Thank you in advance.
Public
Public
3 years ago
Dear Pirema,
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.
Public
Public
3 years ago
If your last deposit, from which your confiscated winnings have been accumulated, was €200, are you aware of placing any bet (or purchasing any bonus feature) in a value greater than €58 during that session? Thank you very much in advance for your reply.
Public
Public
3 years ago
Translation
I am not aware that I should have been playing with a bonus.
Automatic translation:
Public
Public
3 years ago
Are you aware of placing any single bet greater than €58? I understand that you haven't activated any bonus.
Public
Public
3 years ago
Translation
Sorry, I don't remember exactly what I bet.
Automatic translation:
Public
Public
3 years ago
If you don't remember, could you please forward your entire game history in Excel sheet? Thank you very much in advance.
Public
Public
3 years ago
Translation
I have now looked through my game history and I realize that I have played over 60 euros a number of times. Is it forbidden to play progressively with high winnings, ie high stakes ???
Automatic translation:
Public
Public
3 years ago
Thank you, Pirema, for your reply. Could you please forward your game history in Excel format to petronela.k@casino.guru?
Public
Public
3 years ago
Translation
Win: 1289569208826/02/2021 23:59:25Primal Hunt0.600.00Win: 1289569204126/02/2021 23:59:22Primal Hunt0.600.00Win: 1289569198926/02/2021 23:59:18Primal Hunt0.600.00Win: 1289569187126/02 / 2021 23:59:10Primal Hunt2.500.00Victory: 1289569182426/02/2021 23: 59: 06Primal Hunt2.500.00Victory: 1289569174426/02/2021 23: 59: 01Primal Hunt2.504.75Victory: 1289569170026/02/2021 23:58 : 57Primal Hunt2.500.00Win: 1289569165626/02/2021 23: 58: 54Primal Hunt2.500.00Win: 1289569160426/02/2021 23: 58: 50Primal Hunt2.500.00Win: 1289569154626/02/2021 23: 58: 47Primal Hunt2.500.00 Win: 1289569149326/02/2021 23: 58: 43Primal Hunt2.504.50Win: 1289569144426/02/2021 23: 58: 40Primal Hunt2.500.00Win: 1289569139926/02/2021 23: 58: 36Primal Hunt2.500.00Win: 1289569134126/02 / 2021 23: 58: 32Primal Hunt2.500.00Victor: 161434829228200126/02/2021 14: 04: 5315 Golden Eggs0.600.00Victory: 161434828528800126/02/2021 14: 04: 4615 Golden Eggs1.500.00Victor: 161434828223900126/02/2021 14 : 04: 4215 Golden Eggs1.500.00Win: 161434827913600126/02/2021 14: 04: 3915 Golden Eggs1.50 0.00Win: 161434826447800126/02/2021 14: 04: 2515 Golden Eggs9,000.00Win: 161434826115500126/02/2021 14: 04: 2115 Golden Eggs9,000.00Win: 161434825753600126/02/2021 14: 04: 1815 Golden Eggs9,000.00Win : 161434825331500126/02/2021 14: 04: 1415 Golden Eggs9.0018.00Victor: 161434825009700126/02/2021 14: 04: 1015 Golden Eggs9,000.00Victor: 161434824114400126/02/2021 14: 04: 0115 Golden Eggs6.004.00Win: 161434823835600124.00Win: 161434823835600121 / 02/2021 14: 03: 5915 Golden Eggs6.006.00Victor: 161434823644900126/02/2021 14: 03: 5715 Golden Eggs6,000.00Victor: 161434823430800126/02/2021 14: 03: 5515 Golden Eggs6,000.00Victor: 161434822950000126/02 / 2021 14: 03: 5015 Golden Eggs6,000.00Victor: 161434822629000126/02/2021 14: 03: 4615 Golden Eggs6,000.00Victor: 161434822091600126/02/2021 14: 03: 4115 Golden Eggs6.004.00
Automatic translation:
Public
Public
3 years ago
Translation
Win: 12895692088 26/02/2021 23:59:25 Primal Hunt 0.60 0.00 Win: 12895692041 26/02/2021 23:59:22 Primal Hunt 0.60 0.00 Win: 12895691989 26/02/2021 23:59:18 Primal Hunt 0.60 0.00 win: 12895691871 26/02/2021 23:59:10 Primal Hunt 2.50 0.00 win: 12895691824 26/02/2021 23:59:06 Primal Hunt 2.50 0.00 win: 12895691744 26/02/2021 23:59:01 Primal Hunt 2.50 4.75 Win: 12895691700 26/02/2021 23:58:57 Primal Hunt 2.50 0.00 Win: 12895691656 26/02/2021 23:58:54 Primal Hunt 2.50 0.00 Win: 12895691604 26/02/2021 23:58:50 Primal Hunt 2.50 0.00 win: 12895691546 26/02/2021 23:58:47 Primal Hunt 2.50 0.00 win: 12895691493 26/02/2021 23:58:43 Primal Hunt 2.50 4.50 win: 12895691444 26/02/2021 23:58:40 Primal Hunt 2.50 0.00 Victory: 12895691399 26/02/2021 23:58:36 Primal Hunt 2.50 0.00 Victory: 12895691341 26/02/2021 23:58:32 Primal Hunt 2.50 0.00 Victory: 1614348292282001 26/02/2021 14:04: 53 15 Golden Eggs 0.60 0.00 Victory: 1614348285288001 26/02/2021 14:04:46 15 Golden Eggs 1.50 0.00 Victory: 1614348282239001 2 6/02/2021 14:04:42 15 Golden Eggs 1.50 0.00 win: 1614348279136001 26/02/2021 14:04:39 15 Golden Eggs 1.50 0.00 win: 1614348264478001 26/02/2021 14:04:25 15 Golden Eggs 9.00 0.00 win: 1614348261155001 26/02/2021 14:04:21 15 Golden Eggs 9.00 0.00 win: 1614348257536001 26/02/2021 14:04:18 15 Golden Eggs 9.00 0.00 win: 1614348253315001 26/02/2021 14:04:14 15 Golden Eggs 9.00 18.00 Win: 1614348250097001 26/02/2021 14:04:10 15 Golden Eggs 9.00 0.00 Win: 1614348241144001 26/02/2021 14:04:01 15 Golden Eggs 6.00 4.00 Win: 1614348238356001 26/02/2021 14 : 03: 59 15 Golden Eggs 6.00 6.00 win: 1614348236449001 26/02/2021 14:03:57 15 Golden Eggs 6.00 0.00 win: 1614348234308001 26/02/2021 14:03:55 15 Golden Eggs 6.00 0.00 win: 1614348229500001 26 / 02/2021 14:03:50 15 Golden Eggs 6.00 0.00 win: 1614348226290001 26/02/2021 14:03:46 15 Golden Eggs 6.00 0.00 win: 1614348220916001 26/02/2021 14:03:41 15 Golden Eggs 6.00 4.00 casino fantastic .com Casino online Fantastik - game History
Automatic translation:
Public
Public
3 years ago
Translation
sorry, I'm trying to convert the table to Excel. See you soon. Greeting
Automatic translation:
Public
Public
3 years ago
I would recommend requesting your game history in Excel format from the casino. I will be waiting for your reply patiently.
Public
Public
3 years ago
Translation
Unfortunately I don't get an answer from Fantastik. I wrote to two different addresses and asked for the course of the game. But no answer.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Pirema, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.
Public
Public
3 years ago
Translation
Thank you for your great willingness to help.
Automatic translation:
Public
Public
3 years ago
Hello Pirema!
From now on, I will take care of your complaint. I would like to invite representatives of Casino Fantastik to join this conversation in order to resolve the issue.
Public
Public
3 years ago
Hello Pirema, hello Casino Guru,
As we informed Mrs. Pirema, her withdrawal request could not be accepted due to the fact she placed bets that are not allowed according to our Terms and Conditions, which state that all bets must always be inferior to 30% of the deposit.
Mrs. Pirema's deposit was of 200.00€. On a 200.00€ deposit all bets must be inferior to 60.00€, but Mrs. pirema placed bets of up to 250.00€.
Best regards.
Public
Public
3 years ago
Translation
I consider winnings that I do not collect as cash deposits. So I can bet progressively. For example, if I won 1000, I could bet 300. Do I get the gambling wrong?
Automatic translation:
Public
Public
3 years ago
Hello Pirema!
The terms of conditions regarding maximum bets of Casino Fantastik indeed means that with deposits of €200 the bets should be bellow €60, as the casino mentioned above.
However, I would like to mention that we do not consider these kind of rules are not fair in our point of view. We do strongly believe, that the players shouldn't be limited on the amount of bets, when it comes to their deposited money.
I would like to ask representatives of Casino Fantastik to reconsider their decision.
Public
Public
3 years ago
Translation
I think it's absolutely great that you take care of my problems. Thanks. Let's wait and see if Fantastik would pay out 30%.
Automatic translation:
Public
Public
3 years ago
Hello Pirema, hello Casino Guru,
Our Terms and Conditions clearly state the betting rules.
We must follow our Terms and Conditions, as do our players.
Best regards,
Casino Fantastik
Public
Public
3 years ago
Hello Pirema!
Unfortunately, Casino Fantastic has their rules clearly written and you agreed with them when registering.
This does not change our position with regards to this case, we strongly believe that rules like these are unfair and predatory. Players should be able to make bets of any size, when they are using their own funds. Unless maximum bets like this are not enforced by the software, i.e. the players are literally not able to make larger bets than 30% of their deposits.
As the casino's decision seems to be final, we will have no other choice than close this complaint as unresolved with the classification 'against fair gambling codex', which will have a significantly bad impact for their rating.
