Complaint #1
Casino Fantasia
Casino Fantasia Won't pay my $7000 win
10 years ago
I registered at Casino Fantasia on August 31rd 2014 at 19:03, and received the 1st deposit match bonus of 100$ (I started playing with 200$).
I played golden 7 slots using the gamble feature and won about 5000$.
I continued playing slots in a game called Twenty for Plenty and won about 2000$ more. Suddenly while playing I got disconnected from the casino server and when I reconnected I was amazed to discover all my winnings were gone and only my initial deposit of a 100$ remained in the account.
I checked the gaming history in the casino account and found no trace to my winnings and no game log from the time I've registered until about 20:20.
I’ve sent a few emails to the casino asking about the event and claiming my winnings but they completely ignored my questions and claims and answered with unrelated issues.
Moreover, Currently when I try to log in to my casino account I get the following message:
“Due to local regulatory restrictions, CasinoFantasia.com does not allow residents from certain countries to play in our sites for real-money. CasinoFantasia.com reserves the right to amend the list of countries from which it will not accept players.”
This regional restriction was not a part of the terms of conditions of the casino when I registered and claimed the bonus, and was only added after I won more than 7000$ that now they refuse paying.
I would very much appreciate your help in restoring my winning funds.
Here is the emails I received from them
Re: Hello, I just won about 7000$ and from some reason suddenly i g... - [IWR-FFMQU-391]
Inbox
x
Mónica Vázquez
31/08/2014
to me
This message was not sent to Spam because of a filter you created. Edit Filters
Hello tushtush33,
Thanks for contacting Casino Fantasia.
We will check your gaming activity and back to you shortly.
Sincerely,
Mónica Vázquez
Casino Fantasia Support
Alan Daly
01/09/2014
to Mónica
any news???
Mónica Vázquez
Attachments01/09/2014
to me
Hello Alan,
Thank you for contacting Casino Fantasia.
The message that was displayed to you was similar to the attachment, except with your bonus balance of $100 and NOT $40 as with the example attached.
As per our terms and conditions that can be found on https://www.casinofantasia.com/en/promotions,
Your account will then be credited with the 100% welcome bonus on any deposit, up to $100! Once you have met the wagering requirements, your bonus money awarded* will be converted into real money.
*Bonus Money awarded is the initial bonus money amount credited to your account. For example, a $100 deposit will result in a $100 awarded bonus.
Therefore your $100 bonus has now become withdrawable real money.
Many thanks for contacting Casino Fantasia. If you have any further questions, do not hesitate to ask.
Alan Daly
01/09/2014
to Mónica
what are you talking about???
i won yesterday more than 5000$ playing golden7 slots then i went to plentyfoe twenty slots and won about 2000 more.
where is this money and why cant i see it in the casino balance??
Mónica Vázquez
01/09/2014
to me
Dear Alan,
Thank you for questions.
According to our records you made a successful deposit of $100 using deposit code Fantasia100 , therefore receiving $100 in bonus money , and a total of $200 in your Casino Fantasia account.
According to our Terms and Conditions that can be found here https://www.casinofantasia.com/en/promotions, you started playing ( staking ) with your real money. As you unfortunately lost your real money , you started staking your bonus money.
According to our terms and conditions – ‘In order to fulfil this promotion, you will need to wager the bonus money 40x.
For example: If you receive $100 bonus money, the total wagering requirements will be (40 x 100) = $4000 ‘ As you correctly say you staked this bonus balance on Golden Sevens slot and then carried on staking on Plenty on Twenty slot.
As per our terms and conditions by staking your bonus money you where therefore on course to meeting the wagering requirements. Once you met your wagering requirements you were awarded real money of $100 as this was the bonus that was awarded to you. This again can be found in our terms and conditions https://www.casinofantasia.com/en/promotions, ‘‘Once you have met the wagering requirements, your bonus money awarded* will be converted into real money.
*Bonus Money awarded is the initial bonus money amount credited to your account. For example, a $100 deposit will result in a $100 awarded bonus.’
Please do not hesitate to contact support if you have any further questions
Alan Daly
01/09/2014
to Mónica
Hello
I've registered and started playing at 19:03 ( I have an email from you verifying my registration form this hour)
I can see the game history starting only at 20:20
I went to play golden 7 slots an gambled doubling my winning up to 5800$. I don’t see any trace of that!!
Please check your game log what happened during that time from 19:03 until 20:20
Thank you
Mónica Vázquez
02/09/2014
to me
Dear Alan,
As you correctly say we confirm your registration at the time that you stipulate below.
We can confirm that you played Golden Sevens slots.
We can also confirm that your win from Golden Sevens was from a bonus money stake and not a real money stake. This was a $20 stake from your bonus money balance.
We can confirm that you then changed game and played Plenty of Twenty slots.
According to our terms and conditions https://www.casinofantasia.com/en/promotions in order to convert your bonus and thus receive ( bonus awarded ) into real money you would need to turnover your bonus ( in this case $100 , 40 x – i.e. $4,000 ).
Once completing this turnover you would be awarded the $100 as real money. This indeed was is the case.
This bonus is a no bust win style bonus. If you do not lose your bonus money and manage to keep wagering it, you will eventually turn $100 bonus into $100 real money, irrelevant of your bonus balance amount.
We can confirm that you successfully managed to convert $100 bonus money into $100 real money at 20:24:20 on 2014-08-31
Please let us know if you have any further questions
I played golden 7 slots using the gamble feature and won about 5000$.
I continued playing slots in a game called Twenty for Plenty and won about 2000$ more. Suddenly while playing I got disconnected from the casino server and when I reconnected I was amazed to discover all my winnings were gone and only my initial deposit of a 100$ remained in the account.
I checked the gaming history in the casino account and found no trace to my winnings and no game log from the time I've registered until about 20:20.
I’ve sent a few emails to the casino asking about the event and claiming my winnings but they completely ignored my questions and claims and answered with unrelated issues.
Moreover, Currently when I try to log in to my casino account I get the following message:
“Due to local regulatory restrictions, CasinoFantasia.com does not allow residents from certain countries to play in our sites for real-money. CasinoFantasia.com reserves the right to amend the list of countries from which it will not accept players.”
This regional restriction was not a part of the terms of conditions of the casino when I registered and claimed the bonus, and was only added after I won more than 7000$ that now they refuse paying.
I would very much appreciate your help in restoring my winning funds.
Here is the emails I received from them
Re: Hello, I just won about 7000$ and from some reason suddenly i g... - [IWR-FFMQU-391]
Inbox
x
Mónica Vázquez
31/08/2014
to me
This message was not sent to Spam because of a filter you created. Edit Filters
Hello tushtush33,
Thanks for contacting Casino Fantasia.
We will check your gaming activity and back to you shortly.
Sincerely,
Mónica Vázquez
Casino Fantasia Support
Alan Daly
01/09/2014
to Mónica
any news???
Mónica Vázquez
Attachments01/09/2014
to me
Hello Alan,
Thank you for contacting Casino Fantasia.
The message that was displayed to you was similar to the attachment, except with your bonus balance of $100 and NOT $40 as with the example attached.
As per our terms and conditions that can be found on https://www.casinofantasia.com/en/promotions,
Your account will then be credited with the 100% welcome bonus on any deposit, up to $100! Once you have met the wagering requirements, your bonus money awarded* will be converted into real money.
*Bonus Money awarded is the initial bonus money amount credited to your account. For example, a $100 deposit will result in a $100 awarded bonus.
Therefore your $100 bonus has now become withdrawable real money.
Many thanks for contacting Casino Fantasia. If you have any further questions, do not hesitate to ask.
Alan Daly
01/09/2014
to Mónica
what are you talking about???
i won yesterday more than 5000$ playing golden7 slots then i went to plentyfoe twenty slots and won about 2000 more.
where is this money and why cant i see it in the casino balance??
Mónica Vázquez
01/09/2014
to me
Dear Alan,
Thank you for questions.
According to our records you made a successful deposit of $100 using deposit code Fantasia100 , therefore receiving $100 in bonus money , and a total of $200 in your Casino Fantasia account.
According to our Terms and Conditions that can be found here https://www.casinofantasia.com/en/promotions, you started playing ( staking ) with your real money. As you unfortunately lost your real money , you started staking your bonus money.
According to our terms and conditions – ‘In order to fulfil this promotion, you will need to wager the bonus money 40x.
For example: If you receive $100 bonus money, the total wagering requirements will be (40 x 100) = $4000 ‘ As you correctly say you staked this bonus balance on Golden Sevens slot and then carried on staking on Plenty on Twenty slot.
As per our terms and conditions by staking your bonus money you where therefore on course to meeting the wagering requirements. Once you met your wagering requirements you were awarded real money of $100 as this was the bonus that was awarded to you. This again can be found in our terms and conditions https://www.casinofantasia.com/en/promotions, ‘‘Once you have met the wagering requirements, your bonus money awarded* will be converted into real money.
*Bonus Money awarded is the initial bonus money amount credited to your account. For example, a $100 deposit will result in a $100 awarded bonus.’
Please do not hesitate to contact support if you have any further questions
Alan Daly
01/09/2014
to Mónica
Hello
I've registered and started playing at 19:03 ( I have an email from you verifying my registration form this hour)
I can see the game history starting only at 20:20
I went to play golden 7 slots an gambled doubling my winning up to 5800$. I don’t see any trace of that!!
Please check your game log what happened during that time from 19:03 until 20:20
Thank you
Mónica Vázquez
02/09/2014
to me
Dear Alan,
As you correctly say we confirm your registration at the time that you stipulate below.
We can confirm that you played Golden Sevens slots.
We can also confirm that your win from Golden Sevens was from a bonus money stake and not a real money stake. This was a $20 stake from your bonus money balance.
We can confirm that you then changed game and played Plenty of Twenty slots.
According to our terms and conditions https://www.casinofantasia.com/en/promotions in order to convert your bonus and thus receive ( bonus awarded ) into real money you would need to turnover your bonus ( in this case $100 , 40 x – i.e. $4,000 ).
Once completing this turnover you would be awarded the $100 as real money. This indeed was is the case.
This bonus is a no bust win style bonus. If you do not lose your bonus money and manage to keep wagering it, you will eventually turn $100 bonus into $100 real money, irrelevant of your bonus balance amount.
We can confirm that you successfully managed to convert $100 bonus money into $100 real money at 20:24:20 on 2014-08-31
Please let us know if you have any further questions
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