HomeComplaintsPantasia Casino - Player’s account has been disabled.

Pantasia Casino - Player’s account has been disabled.

Black points: 12

Amount: €75

Pantasia Casino
Safety Index:Low
Submitted: 28 Dec 2020 | Unresolved : 14 Nov 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 week ago

The player from Belgium had her account blocked after completing bonus wagering requirements. Casino didn't respond.

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3 years ago

Hello,


I played the bonus and wagering requirements.

I deposited BTC to withdrawe my winnings.

After the deposited my account has been closed.

I send several mails to support, account and manager but got no response. nobody is answering my phonecalls.


Dont know what i can do next


kind regards,

Priscilia

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3 years ago

Dear Priscilia,

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. Have you deposited any funds into your account, or you’ve accumulated winnings from a free bonus? Did you receive any explanation from the casino why your account has been blocked and winnings confiscated?

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

Looking forward to hearing from you.

Best regards,

Petronela

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3 years ago

Hi,


In the bonus rules its says i have a wager requirement.

I fullfill this requirement. To withdrawe the winnings i had to deposit a minimum amount.

I deposited 30 euro (btc) so i could withdrawel as requisted in de bonus rules.

After the deposit my account was emmeditly closed.


I did not get any reason from the casino why they closed my account.

I send several mails but they dont respond. i even called the support desk but they dont answer the phone.


Kind regards,

Priscilia


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3 years ago

Thank you very much, Priscilia, for providing all the necessary information. 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.

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3 years ago

Hello Priscilia,

I looked at your complaint and will do my best to help you. I would like to invite Pantasia Casino into this conversation. Why did you close player's account?

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3 years ago

We would like to ask the Pantasia 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, we will close the complaint as ‘unresolved’.

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3 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

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