Casino Fantastik - Der Rückzug des Spielers hat sich um mehr als einen Monat verzögert.

Hi. I signed up a while ago at Fantastik casino. At first glance you could see a reliable casino with good promotions. I made 2 deposits, 500 and 250 Euros. When I made my first withdrawal of 2500 euros and after taking much more than 30 business days I canceled my withdrawal and decided to withdraw only 1000 euros. 30 more business days have passed and my withdrawal is still not in my account and I have not received confirmation of withdrawal despite my documents being all verified. The chat support tells me that I should keep waiting and that they can't help me anymore (yes, with those words). I have sent 4 emails to finance@casinofantastik.com requesting the pending payment + the payment of my account balance to finally close my account without getting absolutely no response.

Hola. Me inscribí hace un tiempo en casino Fantastik. A simple vista se veía un casino confiable y de buenas promociones. Realicé 2 depósitos, de 500 y 250 Euros. Al hacer mi primer retiro de 2500 euros y tras tardar mucho mas de 30 días hábiles cancelé mi retiro y decidí retirar sólo 1000 euros. Ya han pasado 30 días hábiles m´as y mi retiro aún no está en mi cuenta ni he recibido confirmación de retiro a pesar de estar mis documentos todos verificados. El soporte de chat me indica que debo seguir esperando y que no me pueden ayudar más (si, con esas palabras). He enviado 4 correos a finance@casinofantastik.com solicitando el pago pendiente + el pago del saldo de mi cuenta para finalmente cerrar mi cuenta sin obtener absolutamente ninguna respuesta.

Dear Gabyplayed ,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Have you accumulated your winnings with or without active bonus? Is the withdrawal still pending in your account or it has been processed already?

Lastly, do I understand it correctly that you have requested your account to be closed?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is really a long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela

To make deposits and withdrawals I have chosen Ecopayz and for the second time I chose Neteller. In this casino I used a deposit with a bonus and after no luck I made a second deposit that was left with cash, with which I was lucky and could have a balance in my favor. Since I wanted to make my first withdrawal, it has never stopped appearing as pending in my account. Then deposit 50 euros to see if that would speed up the payment or had any response from the casino but it was not.

If I requested the closure of the account because there came a time when I was sending emails and they did not respond so I thought it was a casino that would not pay me.

I understand that the first withdrawals are always delayed, but in this case it exceeded the limits and more than that is the lack of communication they have with the players even when making deposits that according to them will make you a VIP player.

Thank you for your attention 🙂

Hola Petronela

Para hacer depósitos y retiros he escogido Ecopayz y por segunda vez elegí Neteller. En este casino utilicé depósito con bono y tras no tener suerte hice un segundo deposito que quedó de efectivo, con el cuál si tuve suerte y pude tener un saldo a mi favor. Desde que quise hacer mi primer retiro nunca dejo de figurar como pendiente en mi cuenta. Luego deposite 50 euros para ver si así se agilizaba el pago o tenía alguna respuesta de parte del casino pero no fue así.

Si solicité el cierre de la cuenta porque llegó un momento en que mandaba correos y ellos no respondían por lo que pensé que se trataba de un casino que no me pagaría.

Entiendo que los primeros retiros siempre son demorosos, pero en este caso sobrepasó los límites y más que eso es la falta de comunicación que tienen con los jugadores incluso cuando se hacen depósitos que segun ellos te harán un jugador VIP.

Gracias por la atención 🙂

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gabyplayed,

I looked at your complaint and will do my best to help you. I would like to invite Casino Fantastik into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Fantastik Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.