Casino Fantastik - Os ganhos do jogador foram cancelados.

Hello,

I was not paid my winnings for the following reason:

Dear Daniel,

As part of our regular payout check, we found that the casino's terms were not met.

Our general terms and conditions prohibit stakes equal to or greater than 30% of the value of the deposit.

We have therefore canceled your withdrawal request and removed the winnings.

Should you have any questions, please contact our customer support via live chat on our website.

Hallo,

mir wurde mein Gewinn nicht ausgezahlt mit folgender Begründung:

Sehr geehrter Daniel,

Im Rahmen unserer regelmäßigen Auszahlungsprüfung haben wir festgestellt, dass die Bedingungen des Casinos nicht erfüllt wurden.

Unsere allgemeinen Geschäftsbedingungen verbieten es Einsätze gleich oder größer als 30% vom Wert der Einzahlung zu tätigen.

Wir haben daher Ihre Auszahlungsanfrage storniert und die Gewinne entfernt.

Sollten Sie irgendwelche Fragen haben, kontaktieren Sie bitte unseren Kunden-Support per Live-Chat auf unserer Website.

Dear Daniel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings https://casinofantastik.com/general-terms-conditions/:

"We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

16.3. "Irregular play" includes, inter alia: Placing total bets equal to or greater than 30% of the value of the deposit currently in play. Using Martingale, double-up and similar systems and strategies.

16.4. Buying an in-game special feature (including but not limited to free spins) for a purchase/buy-in cost equal to or over the 30% of the current deposit in play."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account and advise how much was your last deposit?

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

I did not claim a bonus.

My last deposit was € 100.

greeting

Daniel

Hallo Petronela,

ich hatte keinen Bonus in Anspruch genommen.

Meine letzte Einzahlung betrug 100€.

Gruß

Daniel

Thank you, Daniel, for your reply. Are you aware of placing any bets or buying an in-game feature for an amount equal to or greater than €30?

No, I was not aware of that beforehand and was not told during the game that I was not allowed to make such bets.

Nein, dass war mir vorher nicht bekannt und wurde auch nicht während des Spiels mitgeteilt, dass ich solche einsätze nicht tätigen darf.

Thank you very much, Birdnamos, for your reply. Even if you haven't read the terms and conditions and you didn't know about the maximum bet allowed for the real money play, are you aware of placing such bets or you believe that you were accused falsely?

Dear Birdnamos,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.