Casino Fantastik - A retirada do jogador foi rejeitada.

My withdrawal was simply canceled for no reason:

03/05/2022 12:07:08withdraw700Canceled6403143Wire Transfer

I deposited, played without a bonus and won these 700 euros, all the documents were required, I submitted them and then the amount was canceled.

Meine Auszahlung wurde einfach ohne Grund storniert:

03/05/2022 12:07:08withdraw700Canceled6403143Wire Transfer

Ich habe einbezahlt, ohne Bonus gespielt und diese 700 Euro gewonnen, es wurden alle Dokumente verlangt, habe ich übermittelt und dann wurde der Betrag storniert.

Dear Bridged19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please clarify if you have received any confirmation regarding successful verification?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I got the confirmation from the casino:

Hello Brigitte,

Thank you very much for your email.

We would like to confirm that we have received your verification documents as requested and your withdrawal is now being processed accordingly.

Please note: should our finance department require additional documentation to complete your withdrawal, we will let you know.

All the best

Dear Bridget,

Thank you for playing at our casino.

With this mail we inform you about the status of your pending withdrawal request, code 6403143, for the total amount of 700.00 EUR.

Please note that according to our Terms and Conditions, the maximum allowable withdrawal from a cashback bonus for a player who has not yet reached a total deposit amount of 500 EUR is 5 times the deposit amount.

Therefore, your withdrawal request has been adjusted to 125.00 EUR and any additional winnings have been canceled accordingly.

You will be notified once your withdrawal has been processed and approved.

As a result, the whole amount was canceled:

03/05/2022 12:07:08withdraw700Canceled6403143Wire Transfer

Ich habe die Bestätigung vom Casino erhalten:

Hallo Brigitte,

vielen Dank für Ihre E-Mail.

Wir möchten Ihnen bestätigen, dass wir Ihre Verifizierungsdokumente wie gewünscht erhalten haben und Ihre Auszahlung nun entsprechend bearbeitet wird. 

Bitte beachten Sie: sollte unsere Finanzabteilung weitere Unterlagen benötigen, um Ihre Auszahlung abschließen zu können, werden wir Sie darüber informieren. 

Alles Gute

Lieber Brigitte,

Vielen Dank, dass Sie in unserem Casino spielen.

Mit dieser Mail informieren wir Sie über den Status Ihrer ausstehenden Auszahlungsanfrage, Code 6403143, über den Gesamtbetrag von 700.00 EUR.

Bitte beachten Sie, dass gemäß unseren Allgemeinen Geschäftsbedingungen die maximal zulässige Auszahlung aus einem Cashback-Bonus für einen Spieler, der noch keinen Gesamteinzahlungsbetrag von 500 EUR erreicht hat, das 5-fache des Einzahlungsbetrags beträgt.

Daher wurde Ihr Auszahlungsantrag auf 125.00 EUR angepasst und alle zusätzlichen Gewinne wurden entsprechend storniert.

Sie werden informiert, sobald Ihre Auszahlung bearbeitet und genehmigt wurde.

In weiterer Folge wurde der ganze Betrag storniert:

03/05/2022 12:07:08withdraw700Canceled6403143Wire Transfer

I also sent umpteen emails to the casino, no answer!!!!!!!!!!!!!!!!!

I made a legal deposit, played and won €700 WITHOUT A BONUS. That was also confirmed to me, but no talk of payment! See above correspondence!

Habe auch zig Emails an das Casino gerichtet, keine Antwort!!!!!!!!!!!!!!!!!

Ich habe rechtmäßig einbezahlt, gespielt und OHNE BONUS die € 700,-- gewonnen. Das wurde mir auch bestätigt, aber von Auszahlung keine Rede! Siehe obigen Schriftverkehr!

I sent all correspondence via email. Never received a payout at this casino. And this payment was also canceled without a reason. Thank you for your help.

Habe den gesamten Schriftverkehr per email übermittelt. Habe noch nie in diesem Casino eine Auszahlung erhalten. Und auch diese Auszahlung wurde storniert ohne Begründung. Herzlichen Dank für Ihre Hilfe.

Thank you very much for your reply, Bridged19. Do I understand correctly that the casino canceled the withdrawal of €125 as well? How much money is currently in your casino account?

Could you please post here (or forward me) a screenshot of your bonus history?

Thank you very much Bridged19 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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 Bridged19,

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 Casino Fantastik to the conversation to participate in the resolution of this complaint.

Hi,

In previous email exchange, we have explained to this player the reasons why her withdrawal has been readjusted. This was done in accordance with our terms and conditions. Here is the exact text that our player agreed to. 

"13.6.1 If a player's accumulated deposit amount does not exceed €500 at the time of a win, the player will be entitled to withdraw up to 5x the last deposit. "

In accordance with this text, we have transferred on May 12, 2022, to her bank account the amount of €125, representing 5x her deposit (25€). 

Sincerely,

Fantastik Casino - Finance Department 

Dear Fantastik Casino team,

Since the aforementioned rule is very player-unfriendly, we would like to ask you to reconsider your decision. If a player plays with their own real money, no such limits should be applied.

Many thanks Peter, but I have already asked for accommodation in numerous emails, without success. But maybe your words will be more accepted, anyway, thank you very much.

Herzlichen Dank Peter, aber ich habe in zahlreichen Mails bereits um Entgegenkommen ersucht, kein Erfolg. Aber vielleicht werden Ihre Worte eher akzeptiert, jedenfalls Herzlichen Dank.

We would like to ask Casino Fantastik 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.

Dear Peter, I don't think the casino will answer anymore and they won't care about the rating, which is already negative as far as possible, anyway I would like to thank you very much for your commitment. Kind regards, Brigitte Ludl

Lieber Peter, ich denke das Casino wird nicht mehr antworten und die Bewertung wird ihnen egal sein, die ist ohnehin schon negativ soweit es nur möglich ist, jedenfalls möchte ich mich herzlich bedanken für Ihr Engagement. Ganz liebe Grüße, Brigitte Ludl

Hi Bridged19,

Casinos with such terms usually aren't willing to change their position but we always give it a try. I'm afraid there is not much we can do now. We find the used type of rule to be unfair and very player-unfriendly. If a player plays with their own real money, no such limit should be applied. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. Normally I would recommend you to contact the gaming authority but I've noticed that the casino's license doesn't seem to be valid anymore. All I can do is suggest you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.

Best regards,

Peter