Non payment claiming mysterious problems with withdrawals while easily accepting deposits

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.

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!

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.

I am being told since 21st of May that withdrawals have a problem and that I will receive an email when the withdrawals are back on. So far nothing has been received and it's been more than enough time for them to fix withdrawals. I've been chasing them on live chat , I suggested a bank transfer as I have had casinos having problems withdrawing to mastercard , but these guys are just stalling my money.

This is literally my last resort to try and get this sorted. I've been trying to withdraw all week and it's now Sunday . I keep being told that theres an error with the IT department and withdrawals aren't able to be issued, even though deposits are working fine. Its unacceptable that it's been days and now I'm being told it could be several more days. If withdrawals cant be processed, then the casino should not be accepting deposits. I need these funds urgently. It doesn't take any other casino this length of time to sort an issue out its usually done in few minutes it's not on

Since last Friday i cannot withdraw Money!
Every Day they say they have a major Issue with the Payment System!
Every Day the same Answer: it will be solved very soon!
Till today i am not able to request a Withdrawal!
8 Days and nothing happened!
It is grazy and unbelievable!
We have the Year 2019, not 1980!

This is literally my last resort to try and get this sorted. I've been trying to withdraw since Monday and it's now Wednesday. I keep being told that theres an error with the IT department and withdrawals aren't able to be issued, even though deposits are working fine. Its unacceptable that it's been 3 days and now I'm being told it could be several more days. If withdrawals cant be processed, then the casino should not be accepting deposits

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.