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Fantasino welcome bonus

Discussion in 'Casino Complaints - Bonus Issues' started by Gambulaah, Apr 27, 2018.

    Apr 27, 2018
  1. Gambulaah

    Gambulaah Newbie member PABinit

    Location:
    Oslo
    Where to begin, I have been holding off on doing this because it just feels futile to be honest, but I have been advised by a few people to just post it anyway so I guess I will.

    I got a 200% welcome bonus up to 50$ and took the max. I read the general terms which state:

    Under general bonus terms:
    • The maximum bet per game round when playing with a bonus is €5 / $5 USD / £5 (or the equivalent in other currencies) until the wagering requirements of the bonus have been met. Some games also have a Gamble feature where each win in the game can be used to gamble for a higher win. The Gamble feature is not allowed to be used while playing with bonus money.

      So I start playing on BoD and I have a good run and I start wondering about changing game and I double check the rules to see if there was something I had missed reading through it the first time: There was:


      Please note that different games will contribute differently towards the wagering requirement:
      • Video Slots, Classic Slots, Keno: 100%
      • Dead or Alive, Blood Suckers, Book of Dead, Immortal Romance, Big Bad Wolf, Steam Tower, Jack Hammer 2, Bloodsuckers II, Energoonz, Reactoonz, Jungle Spirit: Call of the Wild: 35%


        Under Bonus Abuse it says this:

        • Switching from a low weighted game (25% wagering contribution or less) to a higher weighted contribution game (70% or more) after large wins for the purpose of clearing wagering requirements.
      So I contact support asking about this and tell them I had a little lucky run on BoD and since that is a 35% slot, I was wondering if it was still ok to go back to 100% wagering slots to which support replies:

      "
      Hello, I was playing my favorite game book of dead since I saw I could play it, I must have just read through quickly cause I didn't see it counted for 35% only, I had a little lucky run and was checking my wagering when it didn't add up to me and I read through bonus terms and noticed that it was 35%, I also ended up reading through all the rest and now I am kinda scared of playing normal slots since my wins could be confiscated if I play things that wager 100% and not 35% is this correct?

      Hello, Alexander, This can occur if you breach the terms of a bonus but bear in mind this is ONLY if you do go over the limits.
      As stated in our FAQ different games will contribute differently towards the wagering requirement:
      • Video Slots, Classic Slots, Keno: 100%
      • Dead or Alive, Blood Suckers, Book of Dead, Immortal Romance, Big Bad Wolf, Steam Tower, Jack Hammer 2, Bloodsuckers II, Energoonz, Reactoonz, Jungle Spirit: Call of the Wild: 35%
      • Table games & Blackjack: 10%
      • Video Poker: 10%
      • Live Casino tables: 0%
      • Roulette & Baccarat: 0%
      • All other games: 0%
      [​IMG]
      BY playing Video Slots, Classic Slots, Keno it means that 100% of what you play counts towards the wagering.
      Switching from a low weighted game (25% wagering contribution or less) to a higher weighted contribution game (70% or more) after large wins for the purpose of clearing wagering requirements.

      This is the part that has me concerned
      I know it says 25% and I am playing 35% but I want to be sure before I dare to play anything else, I hope you understand
      I have not gone above 5$ bets so that part is not an issue :)
      Just afraid playing my regular slots after proof readin
      [​IMG]
      Going above 5 is a general bonus rule so it is linked to all games but as stated The use of bonus funds to win more than twice of bonus received on table games and video poker before changing back to slot machines with the purpose of completing wagering requirements can result in your winnings being confiscated and account being closed.

      Oki so I can switch safely from lower wagered slots to higher wagered slots, is that correct?
      Cause I haven't touched anything other than slots
      [​IMG]
      Right.

      Oki, can I get a transcript of this sent to my email, please?
      [​IMG]
      All our chats are saved but if you like you can screenshot it.

      Oki, thank you and have a nice night
      [​IMG]
      If you need anything further be sure to let us know.
      Please have a good night.

      Will do!
      "


      That was my first conversation with support, I also have this video taped, but not gonna post video here and now, if anyone that can help me with this need that, I will of course provide whatever I can.

      So with this information I assume I can switch to regular slots, however I kinda feel bad for hitting big with a small deposit (don't ask me why, I am strange in some way and really have a sense of things needing to be fair in a very unconventional way.. believe me or not it's the truth) so I decide to see what other games are under the 35% and see if any I really like to play, I find reactoonz and I play that for a long time and I have 2 massive hits on that game as well and the wagering left now is about 1300$ I have a 8k balance and the max cashout from the bonus is 5k.. I again check the 35% slots and I see Immortal Romance which is another game I love to play so instead of playing any 100% games yet I go for around 200 spins on that game at 4.8$ bet I have been betting max 5$ since BOD btw so I have not been jumping up and down in betsize either at any point.

      After those 200 spins I check my wager and I see I have 930$ or something left and my balance is 7.4k at this point I am basically secured a max cashout since even 930x 3 is like 2.8k right and I need less than 15% RTP over 700 spins on any of the 35% counting slots to not get max cashout, so I feel I can safely now play a game outside of the 35% since I am already secured max cashout, so I go to Finer reels of life to finish my wagering, I end the balance after waging there on around 7k, I go to cashout the 5k $ that is max and send in all documents just waiting for it to be verified and for the cashout to be released.. however. I then check through all the terms again and being done with everything I see something that just deflates me and that is so scummy and just can't be right given the previous information on the EXACT same thing:

      Under Bonus abuse:
      • Placing single bets equal to or in excess of 8% or more of the value of the bonus credited to your account until such a time as wagering requirements have been met. This shall apply even if the value of the bet is less than €5 ($/CHF/AUD/CAD or 50 SEK/NOK).

      This just can't be allowed to do, you make a rule under general rules, with no notification of there being anything about betsize below and I have never in any of the 50+ casinos I am signed up through seen that a maxbet is LESS than 10% of the bonus given, much less not notified about in the general rules which should be absolutely MANDATORY to inform about as it's DIRECTLY related to that. When I read a rule and see a "." with no "*" or any other points made about it, that rule is law and I am not gonna look for anything else on that rule later on.



     
  2. Apr 27, 2018
  3. Gambulaah

    Gambulaah Newbie member PABinit

    Location:
    Oslo
    I receive this email a few days after my attempt at cashing out:

    Hi Alexander,

    We hope you're doing well. We are writing to you regarding your recent withdrawal requests in the amount of $2,836 and $2,164.

    After reviewing your gameplay, it has been determined that these winnings were made after incurring in breach of our bonus terms. You initially deposited $25, and activated our 200% Welcome Bonus, for a total bonus of $50. You then proceeded to make max stake bets of $5 over the allowed 8% limit of the bonus amount.

    As per our Bonus Terms, this is considered bonus abuse, as explained below:

    "Behavior or activity that constitutes bonus abuse or bonus related fraudulent activity shall be at the sole discretion of casino management. Examples of bonus abuse may include, but not be limited to:

    - Placing single bets equal to or in excess of 8% or more of the value of the bonus credited to your account until such a time as wagering requirements have been met. "

    As per our Bonus Terms, in this case you were not allowed to place bets of $4 or more with such a small bonus and balance.

    You then proceeded to play low contribution games (35% - Immortal Romance, Book of Dead and Reactoonz), which are also highly volatile, to later change to a higher contribution game (100% - The Finer Reels of Life) which has low volatility, after you had won a high amount, just to complete the wagering requirement and immediately cash out.

    This is also considered bonus abuse, which describes this as:

    "- Playing on high volatility games, then switching to low volatility games after a big win, in order to complete the wagering requirement."

    You may see all our Bonus Terms related to bonus abuse at fantasino.com/en/bonus-terms under 'Bonus Abuse' section.

    Hence, due to breach of our Bonus Terms, your withdrawal has been rolled back and your winnings have been confiscated. Your original deposit for $25 has been released back to your gaming account so you may request a withdrawal of this at any time.

    We thank you deeply for your understanding on this matter.

    Kind regards,

    Pia
    Fantasino Support


    The betsize I have gone through with you all already so nothing more to say on that and the other thing is switching from high volatility to low volatility I have also explained in great detailed and even showed that I asked support about that very thing, right? Another thing to add is that DAYS after I made my case with them, they changed their rule under bonus abuse to:


    • Switching from a low weighted game (35% wagering contribution or less) to a higher weighted contribution game (70% or more) after large wins for the purpose of clearing wagering requirements.


    From the original:


    Switching from a low weighted game (25% wagering contribution or less) to a higher weighted contribution game (70% or more) after large wins for the purpose of clearing wagering requirements.

    They did that specifically to try to make me being in the wrong so they could justify confiscating my winnings, I also have proof of this and I will upload those 2 screenshots underneath. Evidently I can't upload pictures since this is my first thread(post) on this forum.. but if I can get permission to upload it I will.

    To go with all of this I have all my play during this wagering from beginning to end recorded which also includes me checking through the rules several times. And has me checking my wagering left before changing over to the 100% weighted game (Finer Reels OF Life)
     
  4. Apr 27, 2018
  5. Gambulaah

    Gambulaah Newbie member PABinit

    Location:
    Oslo
  6. Apr 27, 2018
  7. Gambulaah

    Gambulaah Newbie member PABinit

    Location:
    Oslo
    I am sorry, to whoever is moderating this thread could you please move it to "Casino Complaints - Bonus Issues" ? Sorry for posting it the wrong place
     
  8. Apr 27, 2018
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Looks like you're screwed :(
    DRATT!

    KK
     
  10. Apr 27, 2018
  11. Lincolnuk

    Lincolnuk Senior Member MM

    Occupation:
    Company owner
    Location:
    Lincolnshire
    God this site annoys me.... Have not played for a while but the lag when i use to just destroyed it
     
    Jono777 likes this.
  12. Apr 27, 2018
  13. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    I thought these were a decent outfit, Yes DRATT but also FU terms

    As for TFROL being referred to as low variance, WTF! :what:
     
    Mouche12 likes this.
  14. Apr 27, 2018
  15. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London
    Finer reels is far from a low volatilty game either
     
    Balthazar likes this.
  16. Apr 27, 2018
  17. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Pretty sneaky adding the 8%. Should always read terms but I think they did this in hopes to catch people assuming its the normal $5 max bet rule.

    Once they said finer reels of life was low variance, the word rogue came to mind. Another one to avoid.
     
    Mouche12 likes this.
  18. Apr 27, 2018
  19. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    You could always file a PAB, this is a free arbitration service offered here at CasinoMeister. Every member has one shot at a non-accredited casino.

    Click on "Player Arbitration FAQ", read the rules and complete the form. Max, the PAB manager, will then talk to Fantasino on your behalf to see whether anything can be done.

    As for Fantasino, rogue as rogue can be. One term on top of another term restricting bet sizes, plus no warning that there are more restrictions, is in my view done on purpose to catch players out.
     
    Mouche12 likes this.
  20. Apr 27, 2018
  21. LadyJelena

    LadyJelena CM Account Manager Staff Member CAG MM

    Occupation:
    Account Manager @ Casinomeister
    Location:
    Serbia
    Moved, no worries :)
     
  22. Apr 27, 2018
  23. Gambulaah

    Gambulaah Newbie member PABinit

    Location:
    Oslo
    I read the PAB, but in all honesty do you think there is any chance anything can come from it? I really don't feel like wasting more time and energy on this if there isn't a legitimate chance something can change. I have a lot of stress in my life I already need to focus on, I play slots for fun and for relief.. I know it probably sounds pathetic, but it tires me out and exhausts me to deal with this over and over with nothing ever changing in the end.
     
  24. Apr 27, 2018
  25. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Fully understand you but it only costs you a few minutes to fill out the form and Max will take it from there.

    Since the second term is buried away from the initial term, I think you should have a chance.
     
    dionysus and Mouche12 like this.
  26. Apr 27, 2018
  27. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    Also, given the efforts you (the OP) made to discuss your concerns about some (other) bonus terms in live chat, the CSR could have been more proactive and mention this 8% bonus rule that is in conflict with another rule.

    Absolutely disgusting, I'd be fuming after such an experience.
     
    Harry_BKK likes this.
  28. Apr 27, 2018
  29. Gambulaah

    Gambulaah Newbie member PABinit

    Location:
    Oslo
    Oki, I will submit it and I wasn't fuming, I was just deflated and felt ill to be honest I felt I went to such lengths to make sure I didn't miss anything and yeah.. sigh. Thanks for support and understanding regardless how this ends up going
     
    Harry_BKK likes this.
  30. Apr 28, 2018
  31. NeverLucky

    NeverLucky is actually lucky sometimes

    Location:
    Germany
    Obviously the relaxing music lowers the variance, little known fact :rolleyes:

    Best of luck to you :)
     
  32. Apr 28, 2018
  33. Gambulaah

    Gambulaah Newbie member PABinit

    Location:
    Oslo
    Thank you
     
    NeverLucky likes this.
  34. May 8, 2018
  35. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    PAB received. Discussing it with the OP before proceeding.
     
    Harry_BKK likes this.
  36. May 14, 2018
  37. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury

    So IR is high volatility but TFROL is low volatility according to the casino? This is such a load of horse shit. Regardless of the predatory 8% rule, I hope OP wins just for that stupid statement.
     
    Harry_BKK likes this.

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