Casino Fantastik - Pelaajan voitot mitätöidään.

I've passed the verification process snd had confirmation email. I went to chat amd they were rude saying illegal bet then wouldn't speak to me any more. I've deposited before and rolled the bonus over enough.

Dear Ian,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. 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. Could you please specify which bonus you have activated or been activated inside your account? Did you receive any explanation of which exact rule has been breached and why your withdrawal has been cancelled?

Ideally, please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi

I get regular €10 bonus off them and used that. I played it for a few hours and tried to withdraw and had not met bonus conditions so played some more and met them. I then tried to withdraw but the min was €100 and my balance was below that. I played so.e more and got it to €150 and withdraw. It got returned as I needed to verify which I then did and was aproved after I sent driving license and bank statement. I tried to withdraw €100 and when it hadn't gone through I opened chat. My response was illegal bet. Nothing else so I asked what an illegal bet was as it was a slot machine not sportsbook and they replied with we can't help you further. I thought I downloaded the transcript but cannot find it on my phone.

I was getting weekly cold calls from them encouraging me to deposit but I blocked the number as it was quite persistent.

Thanks

Ian

Thank you very much, Ian, for your reply. Could you please forward your game history?

hi

I can only screen shot and it only shows winning spins so doesn't show much.

Thanks

Ian

Thank you very much, Ian, for game history. You're absolutely right, is not much of a help.

Therefore, I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ian,

I looked at your complaint and will do my best to help you. I would like to invite Casino Fantastik into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Ian, Hello Casino Guru,

Mr S. played on a 10.00€ free bonus:

The maximum withdrawal on a free bonus is 3x the bonus.

• Mr S. requested a 150.00€ withdrawal, 120.00€ over the allowed limit

All bets must be inferior to 30% of the bonus.

• Mr S. placed bets of up to 95.00€, 92.00€ over the allowed limit

We invite Mr. S. to read our bonus Terms and Conditions.

Best regards,

Casino Fantastik

Dear Casino,

send me evidence to my email: viliam.v@casino.guru, please.

Dear Ian,

Casino provided evidence that you have been placing not allowed bets which is against their rules. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.