Beschwerde #8 Fantasino Casino

Banned for 'bonus abuse' without any justification

Von gruuberuk

vor 7 Jahren

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.

Unseriöses Casino Fantasino Casino

Grund Bonus-Missbrauch

Diskussion

AskGamblers

• Support Team

vor 7 Jahren

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

vor 7 Jahren

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

vor 7 Jahren

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

vor 7 Jahren

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 Beschwerde-Statistik

Gelöst 11 / 12

Durchschn. Betrag $1,119

Durchschn. Dauer 10 Tage

Durchschn. Antwortzeit 2 Tage

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Guten Tag,

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Ich wurde auf den 02.02.2022 vertröstet, sollte bis dahin kein Geld auf dem Konto sein, sollte ich mich wieder melden!

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

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I have attached a picture of the term.

Please help Ask Gambler.

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This is my second Complaint against Fantasino!
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