Bonus Complaint Casinofantasia.com balance vanished, no answer from support..

coxwel

Senior Member
PABnononaccred
MM
Strange things happened for me at casinofantasia.com the past 2 days.

It began with an email that i have been credited a 5$ freebonus for their new game release. So far so good. I played there before and really like the novoslots so i logged into my account and to my surprise i found not 5$ but 20$ in it. The balance was split into 4 bonuses of 5$ each. Ok i thought they gave me some more bonus and started spinning.
At one point as my balance reached 15$ i couldnt play furhter anymore. Allthough my balance showed 15$ if i tried to spin on a slot i got the message "insufficient funds".

I contacted support ans they replied prompt, they have technical issues with the bonsues and told me it should be fixed soon. I also mentioned that i got 4 of these 5$ bonuses, the agent said this was a gesture of goodwill.

Ok i checked back yesterday and was able to play with my balance again. I got lucky and my balance ran upto 200$. Each of these 5$ bonuses is shown seperate in your account and each carries a wr of 200$. Playing on and switching a game i noticed my balance suddenly dropped to 5$ cash, no bonuses active anymore, allthough there was still hundreds of wagering to do.

So my balance just vanished, and iam left with 5$ cash:confused:

I already wrote 3 messages to support, nada response.

I find it quite concerning if player balances along with legimate winnings just vanish. No proof of anything can be found in my game history anywhere.

I assume this incident must have something to do with the bonuses they credited and the technical issues. It just makes no sense, worst case scenario would be that they saw me winning and just cancelled my balance, without any notice nor explanation.

My question is, does anybody know how to contact them aside from their build in support ticket system?
Thery just dont respond, maybe their support is not available at weekends, i just find it very disppointing that things like this happen (money vanishes) and theres nobody home??

Has anybody here received/played the same bonus?

I hope this turns out as some technical glitch and they recredit my balance, otherwise this would be some really rogue move.

Thanks for reading and i hope some of you may be able to help me in contacting the casino to finally receive an explanation of what just happened?
 

vinylweatherman

You type well loads
CAG
MM
That is very odd.

It looks like some kind of display error where $15 is added to the balance displayed, but only the true balance of $5 is stored on the server. When you hit $15, this true balance was zero, and this is what the server could see hence the error messages.

However, you were then told that this was not so, and that you really had been credited with four lots of $5 as a goodwill gesture.

What seems to have happened next is a "factory restore", much like "Windows restore", where the error was corrected and you account "restored" to a point in time before you played this bonus. This is what is particularly worrying as no record seems to exist of this action, and therefore it's a glaring loophole in the system that a rogue casino could exploit without much chance of getting caught due to the server records also being wiped without trace, and these server records often being taken as "gospel" when it comes to dispute resolution.

If this isn't bad enough, the casino support then goes AWOL, leaving the player to imagine the worst.
 

coxwel

Senior Member
PABnononaccred
MM
After i posted here finally i got a reply.

Their reply makes no sense to me and it seems they havent understood the problem.

I was credited with multiple 5$ bonuses, and still had to wager 3 of them. Also if I finished one there would still be 2 left and the disappearing of winnings is also not very understandable. For me this looks like some technical glitch and they just dont see it and quote standard t&c stuff which is not the problem here. At the point my balance vanished i had 3 bonuses active, each worht 5$ and carrying a 200$ wr. It looks as i completed one of them the system took all my balance and further bonuses and left me with 5$ cash. if this should be fair or normal i dont know what to say, its just NOT.

Thanks for your email.

In regards to your request we inform you that your account was credited with $5 free bonus money.

As you can see in our promotional email, *General Bonus Rules apply.

As per our terms and conditions that can be found on:
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*Bonus Money awarded is the initial bonus money amount credited to your account. For example, a $250 deposit will result in a $250 awarded bonus.

All bets made from your BONUS MONEY STAKE will ONLY contribute to your wagering requirements.
Any winnings resulting from BONUS MONEY that are greater than your bonus money awarded ( Example awarded bonus $250 ) will be cleared once bonus money wagering has been met.

If your winnings are LESS than your bonus money awarded ( example bonus money awarded $250 ) and your bonus money winnings at the moment of conversion would be $30 , then this would be rounded off to $250.

Please do not hesitate to contact us if you have any questions.


Sincerely,
Mónica Vázquez
Casino Fantasia Support
I invited them to join the discussion here and hope they come back to me with some more specific explanation.
 

paul7388

Meister Member
MM
Daft but from reading that it looks like they say the max you can win from bonus is equal to the bonus itself.

They say that if you have less winnings than the actual bonus after wagering they round it up. So in your case you won way over the bonus so they removed it all and left you with cash equal to the bonus. Ie you had a $5 bonus and now you have $5 cash.

Weirdest terms ever and glad I don't play there.
 

coxwel

Senior Member
PABnononaccred
MM
Daft but from reading that it looks like they say the max you can win from bonus is equal to the bonus itself.

They say that if you have less winnings than the actual bonus after wagering they round it up. So in your case you won way over the bonus so they removed it all and left you with cash equal to the bonus. Ie you had a $5 bonus and now you have $5 cash.

Weirdest terms ever and glad I don't play there.
Totally weird, and totally ignoring the fact i had 2 further bonuses still active, they also vanished.

This all looks like a big mess up, and not anything acceptable. After i completed the first of the 4 bonuses my balance wnd winnings did not disappear, after the second one all disappeared also the 2 further bonuses.

As for their terms this makes no sense at all and is also not anything common in this industry.

I feel abit cheated, sofar they had a good reputation and i wouldnt have expected sth like this.
 

paul7388

Meister Member
MM
It definitely does seem weird terms. Tried to have a look to read things but not allowed as don't accept UK players. Hopefully someone else that is able to play there will let you know if this is normal practice for them.
 

coxwel

Senior Member
PABnononaccred
MM
There must be some technical issue. It already started with the multiple bonuses beeing credited, then 15$ bonusbalance was unplaybale, after i complained it was and explained due to technical issues. Then the disappearance of the balance and left bonuses, just makes no sense at all. Seems like their normal terms got mixed with technical glitches which resulted in this strange outcome.

Now they got back to me again:

Thanks for your email.

Our department will check your gaming history and back to you within 24h.


Sincerely,
Mónica Vázquez
Casino Fantasia Support
Will let you know the outcome...
 

FAZI1

Full Member
Max cashauts from free bonuses 1 x bonus amount so max cashauts from 5$ free after wager is 5$ free. If you got by mystake "? 3 or 4 x 5 free cumulate so mayby your max cashauts shoud be 15$ or 20$ .
 

coxwel

Senior Member
PABnononaccred
MM
I just received an explanation from their manager today, i really appreciate their detailed explanation and them taking the time to check upon it.

But what i still dont get is that following their rules, my other 2 5$ bonuses would be senseless from the start. After i converted the first my winnings and my other 2 pending bonuses of 5$ (which have not been wagered at that time) vanished, i could not and did not wager them like they say. So i never had any chance to wager them. Also the fact that the most you can win from a bonus is 5$ (in my case) is pretty disappointing, it might their rules, ok, but this is really not something which makes you aloyal player or feeling your business appreciated.

But i have to honour them trying to settle it, but for the future they maybe should reconsider their rules concerning no-deposit chips.

irstly we apologise for the lack of concise and prompt communication that we experienced with yourself over the last couple of days. We had experienced an above average amount of support tickets, hence our delay to respond. We are once again sorry for this.

We will also be responding on your forum post.

We can confirm that we did indeed issue you with a bonus of $5 to try out our brand new game Pharaoh’s Ring. This bonus was issued to you on 27/03/2015. As you also correctly say , your account did show 4 balances of $5 each , amounting to as you correctly say $20. We can confirm that there was a technical issue in crediting the bonuses, which resulted in some players receiving the $5 bonus to try out the new game THREE TIMES. This meant that you had $15 instead of the original $5 that was awarded to you.
We can also confirm that the was another $5 bonus in your account from a previous campaign that was credited to you on the 21st of February 2015. Thus the total bonus balance in your account was $20 . As a gesture of goodwill the management decided to allow our players who received a $15 bonus instead of $5 , to keep these bonuses, rather than remove them.

As you correctly state , we confirm that you had difficulty in spinning any game and you kept receiving an error message stating ‘ insufficient funds’ This was a technical error from our end that is totally unacceptable. Our support team replied to you at this stage acknowledging the problem and stating that it would be resolved as soon as possible.

As you also correctly state you did indeed manage to spin on some slot games once this issue was solved. We can also confirm that you did successfully wager one of $5 of the total ($20 ) bonuses having played on a variety of slots. Whilst spinning the slots you did use all four $5 bonuses, hence why you noticed that your balance dropped to $5. This did not drop , but it converted into real money.

Please keep in mind however that this was from a bonus money stake and not a real money stake. According to our terms and conditions
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in order to convert your bonus and this receive (bonus awarded) into real money you would need to turnover your bonus ( in this case $5 , 40 x – i.e. $200 ). Once completing this turnover you would be awarded the $5 as real money. This indeed was is the case.

This bonus is a no bust win style bonus. If you do not lose your bonus money and manage to keep wagering it, you will eventually turn $5 bonus into $5 real money, irrelevant of your bonus balance amount.

We can confirm that you successfully managed to convert $5 bonus money into $5 real money at 11:54:34 on the 28th of March 2015.

I appreciate that the above may seem overwhelming and not straight forward at this point, but our terms and conditions do highlight the bonus conditions clearly.

We appreciate that this has resulted in a negative playing experience for you and would like to make amends of this by offering you a $25 bonus with a 5 x WR for you to enjoy our games.

If you have any questions please do not hesitate to contact me at any stage.

Kind regards

MR MULLER
CASINO MANAGER
 
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