Complaint #18 Fantasino Casino

Withdrawal not possible due to technical problems

By Marcel G.

7 years ago

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

Disputed Casino Fantasino Casino

Reason Delayed payment

Amount €1022.34

Discussion

Inactive user

7 years ago

Hey, excuse me now, but a licensed one isn't capable of handling a problem? A problem what is among one of the most important functions of a casino? Be over 6 weeks? You don't have any information on the site that payouts don't work... but then have the additional audacity to accept deposits?? Where is the seriousness in it?

Fantasino Casino

• Representative

7 years ago

Dear JAICIII,

Indeed we are currently solving a situation related to the withdrawals in our website. Some external factors have delayed the resolution of this issue. We deeply apologize for this.

Until the issue is resolved, we are advising customers that are trying to request a withdrawal, to please put their accounts in Cool Off or add some Limits to the account, to avoid the risk of losing the funds. Our priority is for you to receive your winnings at the earliest convenience.

We will keep you informed once we have solved this situation. Thank you for your patience and understanding.

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

Payment delayed for 3 weeks

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.

Resolved

£253

Not processing withdrawals

I won £1,872 with Fantasino and tried to withdraw on the 17th May.