The player from Austria requested a withdrawal, but it was rejected due to a win limit rule. Since we find the applied rule to be player-unfriendly and against fair gambling, we ended up closing the complaint as "unresolved".
Casino Fantastik - Player's withdrawal was rejected.
Black points: 370
Amount: €700
Casino Fantastik
Safety Index:Very lowSafety Index
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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
2 years ago
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2 years ago
Translation
My withdrawal was simply canceled for no reason:
03/05/2022 12:07:08withdraw700Canceled6403143Wire Transfer
I deposited, played without a bonus and won these 700 euros, all the documents were required, I submitted them and then the amount was canceled.
Automatic translation:
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2 years ago
Dear Bridged19,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please clarify if you have received any confirmation regarding successful verification?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
I got the confirmation from the casino:
Hello Brigitte,
Thank you very much for your email.
We would like to confirm that we have received your verification documents as requested and your withdrawal is now being processed accordingly.
Please note: should our finance department require additional documentation to complete your withdrawal, we will let you know.
All the best
Dear Bridget,
Thank you for playing at our casino.
With this mail we inform you about the status of your pending withdrawal request, code 6403143, for the total amount of 700.00 EUR.
Please note that according to our Terms and Conditions, the maximum allowable withdrawal from a cashback bonus for a player who has not yet reached a total deposit amount of 500 EUR is 5 times the deposit amount.
Therefore, your withdrawal request has been adjusted to 125.00 EUR and any additional winnings have been canceled accordingly.
You will be notified once your withdrawal has been processed and approved.
As a result, the whole amount was canceled:
03/05/2022 12:07:08withdraw700Canceled6403143Wire Transfer
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2 years ago
Translation
I also sent umpteen emails to the casino, no answer!!!!!!!!!!!!!!!!!
I made a legal deposit, played and won €700 WITHOUT A BONUS. That was also confirmed to me, but no talk of payment! See above correspondence!
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2 years ago
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I sent all correspondence via email. Never received a payout at this casino. And this payment was also canceled without a reason. Thank you for your help.
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2 years ago
Thank you very much for your reply, Bridged19. Do I understand correctly that the casino canceled the withdrawal of €125 as well? How much money is currently in your casino account?
Could you please post here (or forward me) a screenshot of your bonus history?
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2 years ago
Thank you very much Bridged19 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Hi Bridged19,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Fantastik to the conversation to participate in the resolution of this complaint.
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2 years ago
Hi,
In previous email exchange, we have explained to this player the reasons why her withdrawal has been readjusted. This was done in accordance with our terms and conditions. Here is the exact text that our player agreed to.
"13.6.1 If a player's accumulated deposit amount does not exceed €500 at the time of a win, the player will be entitled to withdraw up to 5x the last deposit. "
In accordance with this text, we have transferred on May 12, 2022, to her bank account the amount of €125, representing 5x her deposit (25€).
Sincerely,
Fantastik Casino - Finance Department
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2 years ago
Dear Fantastik Casino team,
Since the aforementioned rule is very player-unfriendly, we would like to ask you to reconsider your decision. If a player plays with their own real money, no such limits should be applied.
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2 years ago
Translation
Many thanks Peter, but I have already asked for accommodation in numerous emails, without success. But maybe your words will be more accepted, anyway, thank you very much.
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2 years ago
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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Translation
Dear Peter, I don't think the casino will answer anymore and they won't care about the rating, which is already negative as far as possible, anyway I would like to thank you very much for your commitment. Kind regards, Brigitte Ludl
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2 years ago
Hi Bridged19,
Casinos with such terms usually aren't willing to change their position but we always give it a try. I'm afraid there is not much we can do now. We find the used type of rule to be unfair and very player-unfriendly. If a player plays with their own real money, no such limit should be applied. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. Normally I would recommend you to contact the gaming authority but I've noticed that the casino's license doesn't seem to be valid anymore. All I can do is suggest you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.
Best regards,
Peter
