I have deposited quite abit of money on this site not realising they are blacklisted and when it comes to pay outs they find an excuse not to pay you, I was given a €30 bonus, I played with it, won some, then carried on playing with the money won via the bonus, I managed to get up €1800 and made a withdrawal, they are trying to tell me I placed bets higher than 30% of the bonus given, which I didn't, it seems to me that even If I won using money I deposited they wouldn't have paid anyway, I feel like I have been robbed of a fair win!

Dear Richard,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found https://casinofantastik.com/bonus-terms-conditions/:

"Fantastik reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

Placing bets equal to or greater than 30% of the value of the deposit ( or Bonus, Cash, VIP points, Free Spins) on other games than Slot Machines."

Placing bets equal to or greater than 30% of the value of the deposit (or free bonus) credited to the player account."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format to [email protected] if you feel that you’ve been accused mistakenly. However, I would like to emphasize that the maximum bet rule has to be followed the entire bonus wagering.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I'm trying to access my transaction history but it's not allowing me to filter it, it's only showing what I have deposited, I'm almost certain I didn't go above €9 bets, I completed the wager requirements and just kept winning, I was depositing literally the day before I received this bonus, which I used for a couple of days due to keep on winning until I reached the withdrawal amount that I tried to withdraw, I just feel robbed, how can a company u have put a load of money into try and Rob you like this? They have deffo lost my custom now, unless this is disputed correctly, I guess there would have been some excuse if I had won from my deposits that they wouldn't pay out anyway, so I'm at massive loss either way!

I understand your frustration, Richard. Could you please advise how much was your active balance when you received the €30 bonus? Was it activated in your account automatically, or you have triggered it? Thank you.

The bonus was automatically put into my account, I never ask for bonuses. I'm not 100% sure it wasn't much at all to be honest.

Could you please advise if you have activated any promotional offer when placing your last deposit? Thank you.

No offers or bonus, straight deposits.

Thank you very much, Richard, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Richard,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Casino Fantastik to join this conversation.

Dear Casino Fantastik,

I’d like to ask you to provide relevant evidence to prove your claims against Richard. You can forward the information to [email protected].

Hello Richard, Hello Casino Guru,

We have checked Richard's account history, please note the following:

A free bonus of 30.00€ was added to the account on 23.10.2021.

The account balance at the time was 0.17€.

The maximum withdrawal on free bonuses is 3x the bonus, 90.00€ in this case.

However, Richard requested a withdrawal of 1800.00€.

The maximum bet for free bonuses must be inferior to 30% of the bonus, 8.99€ in this case.

However, Richard placed bets of up to 357.50€.

Consequently, the withdrawal request was declined and the gains on the free bonus were voided, in agreement with our Terms and Conditions.

We understand Richard's disappointment, but we must follow the casino rules, as do the players.

That being said, we have decided to re-credit the maximum withdrawal amount of 90.00€ to Richard's account, as a gesture of goodwill.

We invite Richard to contact us directly, via email or online chat, if he so wishes.

Best regards,

Casino Fantastik

Thank you, Casino Fantastik, for your cooperation.

Dear Richard,

Could you please confirm that the mentioned amount has been credited to your account and let us know if we can, therefore, consider the issue to be resolved? Thank you in advance.

Hi

Yes it has been credited, I should maybe be more aware of casinos terms and conditions.

Thank you, Richard, for confirming. We recommend always reading Terms and Conditions, Bonus Terms and Conditions as well as any other rules there might be thoroughly before creating an account in an online casino and/or accepting a bonus. Please remember that bonuses offered at online casinos are usually much less lucrative than they might seem at first glance.

That being said, we’d like to thank you for using the Casino Guru complaint resolution center. I’m glad your winnings have been returned to you. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. 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.

Best regards,

Andrej, www.kpvfaw.com