The player from Germany hasn't received the withdrawal. The support is not being helpful. The player decided he was no longer interested in our help, therefore we rejected the complaint.
Fantasino Casino - Player hasn't receive a withdrawal.
Amount: €400
Fantasino Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, the casino is not paying out my winnings. Apparently the money has already been paid into my Skrill account. Nothing ever got there. Fantasino no longer feels obliged to help. On their page the deposit is listed on. I don't get a transaction number either
Automatic translation:
Public
Public
2 years ago
Dear Togo1988,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. It seems that you only requested the withdrawal a few days ago (please, correct me if I am wrong). I understand that waiting must be frustrating, but it’s quite usual for withdrawal, to take a couple of days to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Since this is probably an international transaction and intermediary banks might be involved, I would recommend that we wait for a few days more. I will set the timer for additional 10 days and if you don’t receive your winnings by then, we will intervene. Thank you for understanding.
Best regards,
Kristina
Public
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2 years ago
Translation
Yes, but transfers to Skrill happen in real time, Skrill has just confirmed this to me again. Fantasino claims that they sent the money via Skrill and thus completed the withdrawal. Skrill has confirmed to me that no deposit has been received. Fantasino doesn't care where the money is. According to Skrill, nothing was sent.
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Public
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2 years ago
Translation
The case can be closed, I have reached an agreement with Fantasino. I was informed that the money had not been transferred and it was credited back to my account and a new payment was made immediately
Automatic translation:
Public
Public
2 years ago
Thank you for your replies, Togo1988. I would recommend that we keep this complaint open until you receive your withdrawal. However, if you wish I will, of course, close the complaint. Please, let me know how you would like to proceed.
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