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.
