Yesterday I requested the withdrawal of the money and they asked me for the documentation I sent it and today they told me that my withdrawal request had been canceled because I exceeded the 30% stake limit and they gave me back the € 20 I had poured out

Ieri ho richiesto il prelievo dei soldi e mi hanno richiesto la documentazione l’ho inviata ed oggi mi hanno detto che la mia richiesta di prelievo era stata cancellata perché ho superato il limite di puntata del 30% e mi hanno rimesso i 20€ che avevo versato

Hello Gabriele,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Fantastik. Please allow me to ask you a few more question before we would move forward.

Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when? Did you use any bonus to accumulate your current winnings?

Please note that if you used a bonus and breached the max bet rule, the casino had right to confiscate your balance. We would like to see casinos to implement a system which would prevent players to bet over the maximum but unfortunately, it is not a common industry standard yet.

Looking forward to your answer.

Regards,

Nick

It was the first time I asked for a withdrawal my account was verified on the day of the request I used the bonus but it was already over when I started winning

Si era la prima volta che chiedevo il prelievo il mio account è stato verificato il giorno stesso della richiesta ho utilizzato il bonus ma era già finito quando ho iniziato a vincere

And I add the € 150 bonus was deducted from the total winnings

E aggiungo mi è stato detratto il bonus di 150€ dal totale delle vincite

Hello Gabriele,

Is there any way you can access your betting history and forward it to us? If yes, please send it to [email protected]. Try to check it within your account or ask the casino to send it to you. It would be great if we would see if you really did bet over the limit or not.

Regards,

Nick

Unfortunately I have no way of accessing the transaction history and they do not want to send it to me. What can I do?

Purtroppo non ho modo di accedere allo storico delle transazioni e non me lo vogliono inviare cosa posso fare?

Hello Gabriele,

I will now forward your complaint to my colleague Branislav who will be assisting you from now on and will try to get in touch with the casino to get the betting history.

Wish you best luck resolving it.

Regards,

Nick

Hello, Gabriele,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Fantastik's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Fantastik Team,

Could you please explain the player's situation from your point of view? Can you please provide us with the player's gameplay and transaction history? What exact bonus was it?

You can send the necessary data to [email protected].

Thank you in advance for providing the information.

Hi Branislav,

Gabriele made a deposit of 20€ at Fantastik Casino on 12.04.2022. As a result of this deposit, he received a 405% + 105 FS bonus. According to our bonus terms and conditions, which are clearly stated on our website, his bets could not be higher or equal to 30% of his deposit value (i.e. 6 euros).  

However, the player placed bets of 10 Euros. He clearly violated the maximum stake rule. Therefore, his withdrawal request and his winnings were canceled, in accordance with the bonus terms and conditions.  As a commercial gesture, his deposit was refunded to his player account. We have notified the player by email the reasons for the cancellation of his winnings. 

In addition, the player has full access to his game history from a computer. He will be able to check each bet if he wishes.  

We understand Gabriele's disappointment. But the rules are clear. Since Gabriele joined our casino in 2020, the rules have never changed. 

Financial Department

Good morning Branislav it is true that I played in stakes of € 10 but on the site the rules are in English and I, not knowing the language and not being able to translate the text, I was deceived anyway

Buongiorno Branislav è vero che io ho giocato a puntate da 10€ ma sul sito le regole sono in inglese ed io non conoscendo la lingua e non potendo tradurre il testo sono stato comunque ingannato

Dear Gabriele,

After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's bonus terms and conditions - maximum bet amount while playing with bonus money. Unfortunately, you are not eligible for winnings earned from the bonus. The casino has the right to apply this rule to winnings obtained with bonus money and we accept it. Moreover, it is really easy to translate terms and conditions online. In the future, I recommend you accept the terms and conditions only after reading them carefully and with full comprehension, or in case of any discrepancies, to ask the casino's Customer Support to explain it to you in more detail.

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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you, Casino Fantastik Team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com