The player from Germany was criticizing the casino's advertisement for arriving too late. Eventually, we found out that the player received the bonus rules before he took the bonus but didn't read it. We ended up rejecting the complaint because it was not justified.
Fantasino Casino - Player's winnings have been capped.
Amount: €1,300
Fantasino Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi
I found a deposit bonus of 50 percent at fantasino when I wanted to deposit and accepted it and deposited 100 euros.
before that i looked at the general bonus conditions.
there is a max withdrawal limit of 5000 euros for deposit bonuses.
for the 50 percent bonus I found on the deposit page I couldn't find any other specific bonus terms.
So I had to assume that there was a winnings limit of 5000 euros
are.
after successful implementation i was able to win 2900 euros.
these were limited to 1600 euros.
1300 euros were canceled.
I then contacted the live chat why the profit was limited to 1600 euros and not to 5000 euros as stated in the general bonus conditions.
I got the answer that there are specific bonus conditions for the bonus and that there is a win limit of 1600 euros, but I could not find any information on this before I deposited.
later i received an email for this 50 percent bonus which i had previously accepted, also with the reference to a max win limit of 1600 euros.
but why can't you find this information on fantasino the other bonus conditions apply to this 50 percent bonus.
I couldn't find that reference there.
so i had to assume that there is a win limit of 5000 euros as written in the general bonus conditions
i check my emails about every 24 hours when i found the email from fantasino for the 50 percent bonus it was too late i had already deposited and played before and my winnings were reduced by 1300 euros.
In my opinion, the casino should also point out on the website (under promotions and/or the deposit page where the bonus can be found) that other specific bonus conditions apply to this bonus, which the casino unfortunately did not do.
since i could not find any references to other bonus conditions on fantasino, i feel cheated of my winnings and open this case.
i have never had any problems with withdrawals at fantasino before, i am fully verified and it is not my first withdrawal there.
Automatic translation:
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2 years ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you received 2 emails - one contained information about the maximum cashout limit and the other didn't?
Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
i received 1 email but i deposited before when i found the bonus on the deposit page.i didn't know there was an email for this bonus.and i don't check every minute for a new email but about every 24 hours. so I didn't get the information that there is a specific max cashout of 1600 euros.
How should I know that there is an email for this special bonus.
why is this information about this bonus not provided directly on the games website.
so as a player i had to assume that the general bonus conditions apply and that there is a max cashout of 5000 euros.
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2 years ago
Thank you for your clarification, fowi30, I now understand the situation. Could you please also forward me the communication between you and the casino? Thank you in advance.
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2 years ago
Translation
after i had played my bonus and 1300 euros were canceled i went into the live chat where i was informed that this bonus has a specific max cashout of 1500 euros. I then stopped communicating with the casino.
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2 years ago
Thank you very much fowi30 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 fowi30,
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 Fantasino Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask Fantasino Casino 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
Hi fowi30,
There was some response from the casino rep by Skype, hopefully, they will reply here soon.
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2 years ago
Dear Fowi30, we are very sorry to hear about your experience. It was in no way our intention to cause such situation.
The reason why we cannot put this promotion in our website, among our other regularly available promotions is because this promotion was only sent to a small group of customers. This practice is very common in most casinos, which send special campaigns to their players and these promotions are never posted on the Promotions section in the websites. This is why these promotions are announced via email (like we did) and the Bonus terms are also stated in the email (like we did).
Unfortunately, you took the promotion sooner than when you received the email, but we did provide the proper Bonus Terms. For this reason, we cannot pay more than the announced Max Bonus Win for this particular promotion.
Once again, our apologies for this situation. I hope you can understand. Thank you!
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2 years ago
Translation
you can present the bonus terms and conditions of the bonus in the website what you missed.
In this respect, I clearly see the blame on you as I had to assume that the general bonus conditions apply.
Automatic translation:
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2 years ago
Dear Fantasino Casino,
You stated that "these promotions are announced via email" so how was the player able to take the bonus before it was announced?
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2 years ago
We would like to ask Fantasino Casino 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
Hi fowi30,
It seems that the casino stopped responding. Where did you find that bonus?
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2 years ago
Translation
on the fantasino deposit page
without having previously received this promo email for this bonus.
Edited
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2 years ago
Can you tell me when exactly (date and time) you took the bonus and when the email arrived? The casino shouldn't let you take the bonus before the bonus and its conditions were even announced.
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2 years ago
Dear fowi30,
So now it's clear. You received the email before you took the bonus, not another way around. I'm sorry but we can't penalize the casino just because you didn't read the email with the bonus terms. Since the casino didn't do anything wrong, I'm afraid, your complaint will be rejected. If you disagree with our decision, please turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). I wish I could be of more help.
Best regards,
Peter
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