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I got a new case for a new casino and got ALL the proof you need. In my opinion and according to the rules they stole 554 euro from me.

I played after a long time again in a new casino that had a 4.0 of trustpilot so i thought oke thats a good one.

I made a deposit and used the first welcome bonus. I had to wager 1.800 euro and the winning were great!

So i played and wagered the 1.800 euro (see below)

... My funds were 1.054,85 EUR and then BAMM suddenly they took 554 euro. I thought already that´´s a mistake becuase i FULLY read the bonus terms (see the below).

Then i contacted them and they said the maximum payout is 500 euro? Then i thought where is that mentioned then i double checked again and gues what NOT MENTIONED ABOUT A MAXIMUM PAYOUT.

Then i thought ok maybe the 500 is based on 20 euro deposit bonus and i made 30 euro deposit so i thought in that case it should be instead of 500 higher to 750 because i made 50 % more deposit. They cleary said no the 500 is maximum. Then i thought so what if i make a deposit of 500 euro how does that works

So you have to wager 30.000 euro and then you can withdraw 500 euro, come on that makes NO SENSE at all.

But it does not matter they had their bonus policy and they had to mentioned this and now they let players play and when they win a lot just say no maximum is 500 euro.

I searched and searched on their website but it´s nowhere mentioned about the maximum payout.

Get the Biggest Bonuses Every Day at the Online fano.bet Casino

This is their website and ¨please double check.

Solution to get the remaining 554 on my account and withdrawable.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fano Bet Casino.

I checked the link you shared and found this:

11.If you wish to place a withdrawal after the wagering requirements have been met, you must note that the maximum withdrawal amount after its wagering is 10x from the initial bonus amount. Fano reserves the right to write off the remaining balance from the winnings after wagering individually.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify how much you deposited and how much was the initial bonus contribution from the casino?
• Was the maximum withdrawable amount applied incorrectly, taking into consideration the rule on the screenshot?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I will fully reply when i got my withdraws because they are also taking very long with my withdraws at this moment. The maximum payout is 500 every 24 hour. Now im waiting om 300 that i made 2 days ago but suddenly i can't withdraw my other 300 because the first one i still pending. Can't wait to get my money and full fill the complained.

Thanks for your reply.

Has the casino processed your payout?

Please let me know about any information to support your complaint here or via email at [email protected]

Looking forward to your reply.

They paid but about the bonus they litterly say nothing.

About the maximum payout there was nothing mentioned and i got the same thing in another casino and i will show you the chat.

And the thing is, i know how bonusses work some have a max payout and some of them don't this on does not mentioned ANYTHING about the maximum payout.

Can you wait before contacting them i got 850 euro left in my account and first i want to withdraw these funds.

Also very strange that my withdraw is still not approved.

They keep mentioning because of security checks but i had 2 withdraws already. Its nonsense but i will wait because i don't have a choice.

W T F ! Nah men this casino is A BIG SCAM they litterly took 265 euro from me. I made a deposit of 30 euro see below.

I used the bonus and wagered the money and they made it real money.

Then i kept on playing and won 490 euro. I made a withdraw of 490 euro on the 1st of october and just now they canceled the withdraw and deducted 265 EUR

Now they saying they made a mistake with bonus and there was added 265 euro. That a lie!

I wagered the money and then it goes to your main balance money so i did not have any bonus money at that point.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear FanoBet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel,

Thank you for your message and for bringing this issue to our attention.

We would like to clarify that the terms and conditions of the first welcome bonus, including the rule regarding the maximum withdrawal amount, are clearly stated and available to all players prior to activation. Please note that these details were visible at the time the bonus was accepted.

For your convenience, we have attached screenshots showing the specific section of the bonus terms and conditions where this information is displayed.

In addition, please note that your next bonus, i.e. the third welcome bonus, was processed in accordance with our website's Bonus Policy, specifically the section "Deposit Bonuses":

11. If you wish to withdraw funds after meeting the wagering requirements, you must take into account that the maximum withdrawal amount after wagering is 10 times the initial bonus amount. Fano reserves the right to write off the balance of winnings after wagering on an individual basis.

We fully understand that such situations can cause confusion and sincerely appreciate your feedback. Rest assured that we always strive for complete transparency and fairness in all our promotions.

If you have any further questions or require additional clarification, we will be happy to assist you.

Best regards,

FanoBet Team.

I checked the conditions and they are right that after wager the payout is max 10x the bonus amount. So they took 265 EUR from me within the rules.

However the screenshot that you showed is when the bonus already has been issued but nowhere om your pages is there mentioned about that. See my screenshots as well. Show me where somebody can find that information befofe issue the bonus?

Dear FanoBet Casino,

we consider wagered bonus funds to be real money in all cases. Therefore, for us to consider it fair, maximum win restriction should be applied only once right after the wagering requirement is finished. All winnings made with funds derived from the wagered bonus are legit and no limits cannot be applied to them, according to us. Applying the win limit twice is even more unfair.

Therefore, I respectfully request reinstatement of the player's winnings.

Pavel, i also thought the same thing. VERY strange that they first let me withdraw and wait 6 days and then they make this transfer.

Then they had to mention that the max withraw is 225 euro and cancel the withdraw let me keep the 225 en withdraw the remaining 265 later. Otherwise you have to wager have a max payout and if you have less the max payout also have a limit. Litterly makes no sense.

This casino is pure comedy.

This is the last one. They´ can´´´t even provide these details. They just change the subject.

Like i said this information you can find AFTER you already used the bonus, i mean according to the online gambling rules the bonus policy should be informing clearly what the rules are.

We would like to ask the 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’ which may negatively affect its rating.

Dear Pavel,

As demonstrated in the screenshots we have provided, all relevant information — including the specific details of each bonus — is clearly available on our website. Please note that the full Terms and Conditions of every bonus, including the maximum payout rule, are accessible to players prior to activating the bonus. This information can be found in the "My Bonuses" section by clicking on the corresponding information icon.

Regarding the player’s third welcome bonus, we would like to emphasize that the withdrawal was processed strictly in accordance with our platform’s rules, as outlined in the Bonus Policy, under the section "Welcome Bonus", Item 11:

"If you wish to place a withdrawal after the wagering requirements have been met, you must note that the maximum withdrawal amount after its wagering is 10x from the initial bonus amount. Fano reserves the right to write off the remaining balance from the winnings after wagering individually."

In accordance with these terms, once the player completed the withdrawal and the transaction was verified, the amount was adjusted in line with our policy and the eligible balance was returned to the player’s account for subsequent withdrawal.

In conclusion, we would like to highlight that all actions were carried out in good faith and in full accordance with our approved Terms and Conditions. These terms were accepted by the player upon registration and during the bonus activation process. We remain confident that the case was handled properly and in line with our established procedures.

Best regards,

FanoBet Team.

Like i said with the maximum withdraw with my 3rd bonus is correct. You can withdraw max 10x the bonus amount that is handled.

You keep sending the same screenshot. This is AFTER you provided the bonus already. Again show me a screenshot where is mentioned about the maximum payout BEFORE the bonus is issued.

Hello GinoS,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear FanoBet Casino, I understand that you the maximum withdrawal limit is mentioned on the website. The main issue is that we do not consider such application of that rule to be fair. Let me make an example: if the player manages to wager the bonus, they have $100 in their account. If they want to play further with their funds, they can do so, however, all their future winnings will be subject to the restriction, according to the rule. Thus, to play without any limitations, the player must withdraw the $100 and then deposit it back right away, which is neither practicable, nor intuitive. This is why we consider such limitation to be unfair. If the cap would be applied just once right after the bonus wagering is finished, and then the player could wager further without any restrictions, we would consider this to be a perfectly fair situation.

Please, consider the reinstatement of player's winnings. The only alternative that I can suggest is closing the complaint as unresolved and marking the mentioned rule as used against players which would have the additional penalty to already existing one for the complaint.

Dear Pavel,

Thank you for your message and for sharing your perspective. We kindly ask for a little more time to review all details internally and ensure the most accurate and fair conclusion.

We appreciate your patience and cooperation, and we will update you as soon as the review is complete.

Best regards,

FanoBet Team

Wow!

That's a very good point. I never looked at it this way.

Dear Pavel and GinoS,

Thank you for your message and for expressing your point of view. In order to conduct a thorough and objective assessment of all relevant information, we respectfully request some additional time to complete our internal review.

We appreciate your understanding and patience while this process is underway. You will be informed immediately once our evaluation has been finalized.

Sincerely,

FanoBet Team

Of course, I will extend the timer for 7 more days.

Dear Pavel,

Thank you for your comment and for sharing your position regarding the application of the maximum win limit rule. We appreciate the constructive dialogue and respect your perspective.We would like to clarify our position. The information regarding the terms of each bonus, including withdrawal limitations, was available to the player prior to activating the bonus in the "My Bonuses" section, where each offer includes a detailed description. Additional details can be seen in the screenshots provided:

We understand your perspective on how the limit could be applied in a fairer manner. After a careful review of the situation, we have taken your comments into consideration. While the rule limiting withdrawals to x10 times the bonus amount remains part of our standard Bonus Policy and is applied consistently to all players, we have carefully reviewed your points and the context of this specific case. Please be assured that your feedback has been noted and will be taken into account in future similar cases.

Unfortunately, due to the player’s voluntary decision to permanently close their account, it is technically impossible to process any return transaction, as such operations are only available for active accounts.

We remain open to further dialogue within the established procedures and are ready to provide any additional clarifications or supporting materials if needed.

Kind regards,

FanoBet Team

Dear Fanobet Casino, unfortunately, I will be forced then to close this complaint as unresolved, as I do not have any other choice. Limiting withdrawals from bonuses, and capping such winnings twice goes against our standards.

Also, I must mention that the rule regarding maximum withdrawal will be marked as "used against players" which will switch on the Safety Index penalty. This will be based on the fact that this rule applies in the same spirit as in player's this case.

Please, let me know if there is any chance you would reconsider your decision or if there is any possibility to reopen player's account with disabled deposit and playing options, just letting them withdraw their funds, so to at least prevent the penalty for the unresolved complaint.

So, you are willing to return the transaction but because i closed my account permantly it's not possible. You have my bank account details so why can't you return the amount to my bank?

Dear Pavel,

Thank you for your message and for your assistance in reviewing this case.

We have carefully reconsidered the player’s situation, including the details and recommendations provided in your summary. Following this additional assessment, we have decided to return the winnings that were deducted due to the double deduction issue.

As the player previously requested a permanent closure of his account, we are unable to credit the amount unless the account is reopened. Therefore, if the player wishes to proceed, we kindly ask them to contact us directly via email with an explicit written request to have their account reopened. Once we receive this confirmation, we will promptly reactivate the account and credit the deducted winnings to the player’s balance.

Regarding your suggestion to review the relevant rule, we sincerely appreciate the feedback. We value such insights and will take them into consideration as we continue improving our processes to ensure a clearer and more intuitive experience for players in the future.

Please let us know once the player provides the required confirmation, and we will proceed accordingly.

Kind regards,

FanoBet Team

FanoBet Team, Thank you very much for the reconsideration!

Dear player, please, let us know how reopen of your account goes!

Dear GinoS,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.