Fantasino Casino - Banned for 'bonus abuse' without any justification

Hi GRUUBERUK,

Thank you for reaching out and to give us the opportunity to explain the situation in depth, to give you even more clarity about this situation.

The reason why your account was closed wasn't due to Bonus Abuse related to the Welcome Package, it was due to Bonus Abuse related to our rewards from gamification (Quests). The amount of Free Spins received by your account in just a week was incredibly above average (image attached). There seemed to be a high indication that you were not a recreational player, rather than simply interested in getting those free spins by doing the minimum.

As stated in our Bonus Terms, those bonuses are intended to reward our players for their loyalty. If an abuse of such offers takes place, we have the right to stop those offers or close an account. Our Terms & Conditions, point 13.1, also states that Management may opt to close a player's account at its own discretion.

Bonus abuse is a type of business relationship that no casino is interested in pursuing.

If you wish, we may reopen the account, but without the possibility of earning more rewards until further notice.

Best Regards,

Fantasino Upper Management

Thanks for your response. However, this isn’t a valid reason for banning a player, as the free spins rarely returned any winnings at all, as it was only 3-5 at a time on a game and so at best a few pounds were won. I was enjoying your website so played there quite a lot at first, but this was still recreational as I work a full time office job, so I don’t appreciate the accusation you have made here. You cannot create a casino whose main USP is the game world you play in to generate additional rewards, but then turn around and blame its players for using the free spins being offered. I would urge you to reinstate my account on this basis, to avoid any further action being taken here, because at the moment this dispute case isn’t doing much for your reputation.

Hi sir,

As mentioned before, we have the right to close any account at our own discretion, based on our Terms & Conditions and UKGC regulations. We are not obliged to offer our services to all people.

Furthermore, if we believe a client is taking advantage of our offers somehow, we have the right to stop accepting his business. We paid in full all of your withdrawals immediately as well, which means there are no outstanding debts from our side.

There are no grounds for us re-opening this account based on your claims.

Best Regards,

Fantasino Upper Management

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.

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.

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.

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.