Hi

I found a deposit bonus of 50 percent at fantasino when I wanted to deposit and accepted it and deposited 100 euros.

before that i looked at the general bonus conditions.

there is a max withdrawal limit of 5000 euros for deposit bonuses.

for the 50 percent bonus I found on the deposit page I couldn't find any other specific bonus terms.

So I had to assume that there was a winnings limit of 5000 euros

are.

after successful implementation i was able to win 2900 euros.

these were limited to 1600 euros.

1300 euros were canceled.

I then contacted the live chat why the profit was limited to 1600 euros and not to 5000 euros as stated in the general bonus conditions.

I got the answer that there are specific bonus conditions for the bonus and that there is a win limit of 1600 euros, but I could not find any information on this before I deposited.

later i received an email for this 50 percent bonus which i had previously accepted, also with the reference to a max win limit of 1600 euros.

but why can't you find this information on fantasino the other bonus conditions apply to this 50 percent bonus.

I couldn't find that reference there.

so i had to assume that there is a win limit of 5000 euros as written in the general bonus conditions

i check my emails about every 24 hours when i found the email from fantasino for the 50 percent bonus it was too late i had already deposited and played before and my winnings were reduced by 1300 euros.

In my opinion, the casino should also point out on the website (under promotions and/or the deposit page where the bonus can be found) that other specific bonus conditions apply to this bonus, which the casino unfortunately did not do.

since i could not find any references to other bonus conditions on fantasino, i feel cheated of my winnings and open this case.

i have never had any problems with withdrawals at fantasino before, i am fully verified and it is not my first withdrawal there.

hallo

ich habe bei fantasino als ich einzahlen wollte einen einzahlbonus von 50 protzent gefunden und diesen angenommen und 100 euro eingezahlt.

vorher schaute ich mir die allgemeinen bonusbedingungen an.

es steht dort ein max auszahllimit von 5000 euro für einzahlbonusse.

für den 50 protzent bonus den ich auf der einzahlseite fand konnte keine anderen spezifischen bonusbedingungen finden.

ich musste also davon ausgehen das es ein gewinnlimit von 5000 euro

gibt.

nach erfolgreicher umsetzung konnte ich 2900 euro gewinnen.

diese wurden auf 1600 euro begrenzt.

1300 euro wurden storniert.

ich kontaktierte daraufhin den livechat warum der gewinn auf 1600 euro begrenzt wurde und nicht wie angegeben in den allgemeinen bonusbedingungen auf 5000 euro.

ich bekam die antwort das es für den bonus spezifische bonusbedingungen gelten und es ein gewinnlimit von 1600 euro gibt allerdings konnte ich keine informationen hierzu finden bevor ich einzahlte.

sp?ter erhielt ich eine email für diesen 50 protzent bonus den ich zuvor angenommen hatte auch mit dem hinweis auf ein max gewinnlimit von 1600 euro.

aber wieso kann man diese informationen nicht auf fantasino finden das andere bonusbedingungen gelten für diesen 50 protzent bonus.

diesen hinweis konnte ich dort nicht finden.

also musste ich davon ausgehen das es ein gewinnlimit von 5000 euro gibt wie in den allgemeinen bonusbedingungen geschrieben

ich checke meine emails ca. alle 24 stunden als ich die email von fantasino für den 50 protzent bonus fand war es schon zu sp?t ich hatte zuvor schon eingezahlt und gespielt und meine gewinne wurden um 1300 euro reduziert.

meiner meinung nach sollte das casino auch auf der website darauf hinweisen(unter aktionen und oder der einzahlseite wo der bonus zu finden ist) darauf hinweisen das für diesen bonus andere spezifische bonusbedingungen gelten was das casino leider nicht gemacht hat.

da ich auf fantasino keine hinweise auf andere bonusbedingungen finden konnte fühle ich mich um meinen gewinn betrogen und er?ffne diesen fall.

ich hatte zuvor nie probleme bei auszahlungen bei fantasino,ich bin voll verifiziert und es ist nicht meine erste auszahlung dort.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you received 2 emails - one contained information about the maximum cashout limit and the other didn't?

Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is [email protected].

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

i received 1 email but i deposited before when i found the bonus on the deposit page.i didn't know there was an email for this bonus.and i don't check every minute for a new email but about every 24 hours. so I didn't get the information that there is a specific max cashout of 1600 euros.

How should I know that there is an email for this special bonus.

why is this information about this bonus not provided directly on the games website.

so as a player i had to assume that the general bonus conditions apply and that there is a max cashout of 5000 euros.

ich habe 1 email erhalten aber ich habe davor schon eingezahlt als ich den bonus auf der einzahlseite gefunden habe.ich konnte ja nicht wissen das es eine email gibt für diesen bonus.und ich schaue auch nicht jede minute nach ob ich eine neue email erhalten habe sondern circa alle 24 stunden. so das ich die information das es ein spezifisches max cashout von 1600 euro gibt nicht bekommen habe.

woher soll ich wissen das es eine email für diesen speziellen bonus gibt.

warum werden diese informationen über diesen bonus nicht direkt auf der spielewebseite zur verfügung gestellt.

so musste ich als spieler davon ausgehen das die allgemeinen bonusbedingungen gelten und es ein max cashout von 5000 euro gibt.

Thank you for your clarification, fowi30, I now understand the situation. Could you please also forward me the communication between you and the casino? Thank you in advance.

after i had played my bonus and 1300 euros were canceled i went into the live chat where i was informed that this bonus has a specific max cashout of 1500 euros. I then stopped communicating with the casino.

nachdem ich meinen bonus zuende gespielt hatte und 1300 euro storniert wurden ging ich in den live chat dort teilte man mir mit das dieser bonus ein spezifisches max cashout von 1500 euro hat. ich habe dann nicht mehr weiter mit dem casino kommuniziert.

Thank you very much fowi30 for your reply. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi fowi30,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Fantasino Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Fantasino 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi fowi30,

There was some response from the casino rep by Skype, hopefully, they will reply here soon.

Dear Fowi30, we are very sorry to hear about your experience. It was in no way our intention to cause such situation.

The reason why we cannot put this promotion in our website, among our other regularly available promotions is because this promotion was only sent to a small group of customers. This practice is very common in most casinos, which send special campaigns to their players and these promotions are never posted on the Promotions section in the websites. This is why these promotions are announced via email (like we did) and the Bonus terms are also stated in the email (like we did).

Unfortunately, you took the promotion sooner than when you received the email, but we did provide the proper Bonus Terms. For this reason, we cannot pay more than the announced Max Bonus Win for this particular promotion.

Once again, our apologies for this situation. I hope you can understand. Thank you!

you can present the bonus terms and conditions of the bonus in the website what you missed.

In this respect, I clearly see the blame on you as I had to assume that the general bonus conditions apply.

sie k?nnen die bonusbedingungen des bonus in der webseite pr?sentieren was sie verpasst haben.

insofern sehe ich die schuld ganz klar bei ihnen da ich davon ausgehen musste das die allgemeinen bonusbedingungen gelten.

Dear Fantasino Casino,

You stated that "these promotions are announced via email" so how was the player able to take the bonus before it was announced?

We would like to ask Fantasino 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi fowi30,

It seems that the casino stopped responding. Where did you find that bonus?

on the fantasino deposit page

without having previously received this promo email for this bonus.

auf der einzahlseite von fantasino

ohne das ich vorher diese promo email für diesen bonus erhalten habe.

Can you tell me when exactly (date and time) you took the bonus and when the email arrived? The casino shouldn't let you take the bonus before the bonus and its conditions were even announced.

Dear fowi30,

So now it's clear. You received the email before you took the bonus, not another way around. I'm sorry but we can't penalize the casino just because you didn't read the email with the bonus terms. Since the casino didn't do anything wrong, I'm afraid, your complaint will be rejected. If you disagree with our decision, please turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). I wish I could be of more help.

Best regards,

Peter