Fantastic Bet Casino - Player’s winnings have been cancelled.

They have withheld 400,000 pesos from me, they tell me that they have to verify my account, that I have to send documentation for verification, which seems unusual to me, first I deposit 400,000 and they gave me the 400,000 bonus, leaving a total of 800,000 in my account, they asked me to play until the 15 million violation to be able to make a withdrawal, when I reached this goal I had 1,200,000 in my account, which became the 400,000 that I had deposited in the first instance (the 800,000 that I had won disappeared from my account) annoyed I wanted to recover my 400,000 and now they have blocked my withdrawals, I hope you can help me, I am very upset with the situation.

Dear Martin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Did you receive any explanation from the casino why the verification has been unsuccessful?  

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Martin,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.