Complaint #13 Fantasino Casino

Withdrawals not working

By Lindsay

7 years ago

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

Disputed Casino Fantasino Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

7 years ago

Dear @Lindsay,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Fantasino Casino

• Representative

7 years ago

Dear Lindsay,

We are fully aware of the situation and management is working hard on resolving this issue. Indeed, there is a current situation with the withdrawals process that we have been working on these past few days. Unfortunately it has taken longer than expected, but our goal is to solve it within the next few days.

We will make sure to reach a satisfactory resolution to all affected customers. We have recommended players that are trying to request a withdrawal, to put their accounts in Cool Off temporarily, to avoid losing your funds. We want for you to receive your winnings and we are fully committed to that.

For any questions, please do not hesitate to contact our Support Team or me directly: andrew(at)fantasino.com. Thank you for your patience.

AskGamblers

• Support Team

7 years ago

Dear @Lindsay,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

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