Complaint #8 Fantasino Casino

Banned for 'bonus abuse' without any justification

By gruuberuk

7 years ago

I joined this casino and used the initial welcome bonus offer on my 1st deposit. I was lucky enough to win some money so completed the wagering requirements and then withdrew some of it. I went to make a 2nd deposit later on and on the live chat they suggested I use my 2nd deposit bonus offer which I did. I also had won a lot of free spins through the loyalty program they offer and so made use of them as I assumed you are allowed to. I was later advised that ‘management’ had reviewed my play and decided I was banned due to bonus abuse. This is all they told me and said the decision was final so I couldn’t appeal it or raise it with their own complaints team. I cannot see how what I did was bonus abuse as I only used what was being offered to me by then and was playing for leisure only on my favourite games, which were not excluded from wagering. Therefore, I feel decision is completely unfair and unreasonable, so would like them to reconsider or provide a good reason with evidence why they believe this is fair.

Disputed Casino Fantasino Casino

Reason Bonus abuse

Discussion

AskGamblers

• Support Team

7 years ago

Dear gruuberuk,

Having in mind that the essence of your complaint was referring to unknown reason for the closure of your account at Fantasino Casino and taking into account the fact you have been actually explained in details by the Fantasino management all the reasons behind their decision, AskGamblers Complaints Team have solid grounds to believe the case has been Resolved.

Despite how unfair or unjustified Fantasino management decision to apply terms #13.3 from their Terms& Conditions might seem to you, we would like to remind you that once agreed and accepted, these rules must be followed. Further appeals towards the fairness of particular casino and/or bonus term could be forwarded to the relevant regulatory body which is the only competent authority to handle accordingly such matters.

Case closed.

AskGamblers

• Support Team

7 years ago

Dear Fantasino Casino,

Please provide evidence that player breached casino's terms and preformed bonus abuse, also please state what exact terms player breached by his actions. Aforementioned evidence please send directly to the AskGamblers Complaint Team at support@askgamblers.com.

Thank you in advance.

gruuberuk

7 years ago

You cannot hide behind your terms and conditions here, without any valid reason for banning a recreational player from your website.

Askgamblers, please can you step in here to resolve the issue as it is clear the casino has no interest in admitting they have acted unfairly towards me.

Fantasino Casino

• Representative

7 years ago

On top of that, the fact that Free Spins did not return the winnings you expected are not another reason to reopen the account. We have absolutely no control over third party games and their RTPs.

Fantasino Casino Complaint Stats

Resolved 10 / 11

Avg. Amount $1,102

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Fantasino Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 9 out of 10 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

Fantasino Casino Complaints

See all complaints for this casino

Withdrawal cut by £1,589.81

I signed up with Fantasino, deposited £100 and received a £100 casino welcome bonus. Their terms states that the maximum redemption for bonus promotions is €5000 or currency equivalent.

I won £2,689.81, however I only received £1,100 as ‘cash’ once the wagering requirement was met.

I asked on live chat where my extra £1,589.81 and the operator said that she did not know, then she said a while later that the cap was £1,000. So the rest of my money was not given to me.

This is not what the term says. The term reads:

‘A maximum win of €5000 (or its equivalent in other currencies) is imposed on the bonus promotions. The player will automatically forfeit any winnings above €5000.’

I have attached a picture of the term.

Please help Ask Gambler.

I have seen that the Gambling Commission have started enforcement action where firms have misleading/ unfair bonus terms. I will raise this with the Gambling Commission if I do not get my money.

Resolved

Payments impossible for 30+ days

Hello!

This is my second Complaint against Fantasino!
After i waited Weeks to be able to withdraw Money, without Success, i played and lost my Funds!
Now i have Euro 300,21 on my Account and i still cannot withdraw Money!
30 Days in which Fantasino was not able to solve this Problem with the Payment System! Hahaha!
I think they are out of Money!
No Casino is allowed to mix the own Money with the Money of the Customers! It is illegal!
New Customers of Fantasino do not know that no Wirhdrawals are possible, but they accept Deposits from everybody! It is also illegal!
Since 2 Days the Website of Fantasino is down, i cannot use the Website any more!
I want to have my Money!
It was a really perfect Casino!
Now Fantasino is the worst!

Resolved

€300

Withdrawal impossible due to "Technical Issue"

I'm having the same issues as everyone else at the moment. Been waiting about 4 weeks now to withdraw my winnings, and there's been no explanation for why I am unable to other than some mysterious "Technical Issues". I can see others are as mystified as I that this casino is still taking deposits without a mention of the issues with withdrawals on the deposit screen to warn players. I am reluctant to post this but I am becoming increasing worried that the site has been compromised (hacked) or has gone bust, hence the reason for the delay. Mostly I'd just like to offer a potential heads up to any new players or potential depositors.

Resolved

£3,353

Non payment claiming mysterious problems with withdrawals while easily accepting deposits

Hello,

I have got Problem with Money Withdrawal on Fantasino.

I am new on Fantasino,i won 1000 Euros.i wanted to withdrawal my Money.I take a Message that they can not withdrawal the money because of Technical Problem.

For 5 Days i hear everyday the same Things about the Fixing Technical Problem or Waiting Update from Management. they say, "They are deeply apoligized for this Situation".

You do not need to deeply Apoligized . You have to only pay my Money! i do not accept your Apoligize,Because you have got this Problem for few Weeks, i saw here the Complaints from other Player. Before i registrered to your Casino, you did not say to me that you have Problem with Money Withdrawal of the Winnings.If i know this,i did not pay Money to your Casino.

You say the People the same thing for 3 Weeks.i saw here, the Other Players have got the same Situation.

i know,if i play, i will lose my Money.i will not Play.

But I will not wait as Other Players, i will consult my Lawyer.

Regards.

Resolved

€700

Withdrawal not possible due to technical problems

I won 1020€ ant want to withdraw it but since weeks there is a technical problem so no one can make withdrawals... please help me to my funds.. the chat support saying every time the same.... problems with technical. I have to wait more... but deposits still working! Its illegal what they did.. i liked the casino a lot.. but not in this way