Casino Fantastik - Player’s winnings have been reduced and withdrawal delayed.

I was playing a few months on Fantastik but never made a withdrawal. until Aug. 26. They confirmed the withdrawal was too high (368€)comparing to the deposit I made. They reduced it to 200€. I agreed. Sent all my docs. After few weeks I started to send mails why it took so long. I couldn't go on the chat as the Live Chat button disappeared. One time I succeeded but the guy told me to contact the financial dept. and gave me the following email: support@mrjamescasino.com. Than, a Johnny Parison,VIP Manager, Casino Fantastik answered me in the mail and said they tried to reach me a few times on my phone but didn't succeed. He said: Please, come to online-chat so we can speak properly.' I said: I want to but there's no Live Chat Button! It constantly disappears! He was very rude and said I didn't wanna talk! I told him my Dutch mobile number was out of use and gave him my Spanish one instead. I asked him to call me on that number, which he DIDN'T and after this there was just total silence. I sent emails over and over again to ask why it took so long to pay my money but no answers on my mails. When I log in to my account and I look in my history, it' doesn't say anything about my withdrawal. But they sent me a confirmation that my withdrawal was registered. I sent them my documents already on Aug. 26! I even sent a mail to compliance@curacao-egaming.com with a c.c. of it to finance@casinofantastik.com on Sept. 6, however...no answer from neither one of them! This is the worse aditude and service I ever experienced of an online casino and so regret I didn't read the review earlier. DON'T PLAY AT THIS CASINO! They are scammers.

Dear Ruth,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the General and Bonus T&Cs, and this is what I found:

"13.6. If a player's accumulated deposit amount does not exceed €500, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €500 accumulated deposit amount."

"13.The maximum withdrawal amount allowed in case of winning with a deposit bonus is 20x (20 times) the amount of the deposit."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please, could you confirm, that you have accumulated winnings from a bonus play?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru (Or you can post it here).

Looking forward to hearing from you.

Best regards,

Kristína

I understand your frustration Ruth, but many casinos proceed with the check of winnings after the player requests a withdrawal, and only then they find out that there is, for example, a maximum cashout (as in your case), or some rule was breached during the game play and the winnings have to be consfiscated, etc.

Could you please confirm whether you obtained your winnings by playing with real money, or did you play with a bonus too?

Yes, I played with a bonus too. My deposit 20€, so they should pay me at least 10x 20€ = 200€ from my winnings that were over 500€.

Thank you very much Ruth for your email and cooperation so far. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ruth,

I am very sorry to hear about your issue. I will do my best to help you.

Casino Fantastik, could you please shed some light on this case? Thank you very much in advance for your reply.

Hello Ruth, Hello Casino Guru,

We can confirm that Ms. Ruth's withdrawal has been paid.

We remain available.

Best regards,

Dear Ruth,

may I ask you to write us the confirmation once the withdrawal reaches your account?

Of course Zuzana. I will let you know. Hope the casino will keep their promise.

Hello. The casino has paid me.

Thank you for your intervention.

Thank you Ruth, I am glad I am able to close this complaint as resolved now.