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Previously they always paid me what I requested (won) on time, but it is the second time that they have delivered an internal problem message and they do not answer my emails, everything else works well on the platform, only these last two requests (previously I requested close to 8 payments and all ok).

I hope they see this claim and fix this problem and can recommend them as a serious casino.

Con anterioridad siempre me pagaron lo solicitado (ganado)con puntualidad, pero es la segunda ocasión de que entregan mensaje de problema interno y no contestan mis correos, todo lo demás funciona bien en la plataforma, solo estas dos ultimas solicitudes (anteriormente solicite cerca de 8 pagos y todos ok).

Espero vean este reclamo y solucionen este problema y poder recomendarlos como un casino serio.

Dear Patricio,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have accumulated your latest winnings with or without active bonus?

Do I understand it correctly that two payments are still pending inside your account without being processed?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Winnings are accumulated with no active bonus.

There are no pending active payments since the casino platform does not allow me to activate the withdrawal.

this is the message you give me when requesting withdrawal.

Support Team (Fantasticbet)

Nov 8 2020 11:06 GMT-3

Dear Patrick,

We have just been informed that we need an extra verification to continue with the withdrawals. To avoid fraud with the banks and with the identity of the people we need the player to send us a photo of their credit or debit card (you must leave the first six numbers of your card uncovered and the last four, the others can be covered the so that we do not have access to your confidential information) on both sides (and on the back your card must be signed). We are doing this procedure due to multiple scam attempts that have not been successful thanks to this method.

We ask that you please send the required information to the email docs@fantasticbet.com indicating your player number.

Thank you very much and apologize again for the delay in your responses.

Cheers,

Pamela

This message I just saw the issue is that you see the previous one that I tried to withdraw I already sent this information as requested. I will send it again and I will tell you how my topic is going.

I really appreciate your communication and interest in helping to solve this inpass, please continue with your work I think it is very important so that the people operating these casinos know that their customers have someone who listens to them and helps when they do not.

Thanks Patricio.

Hola Petronela,

Las ganancias están acumuladas sin bono activo.

No existen pagos activos pendientes ya que la plataforma del casino no me permite activar el retiro.

este es el mensaje que me entrega al solicitar el retiro.

Equipo de Soporte (Fantasticbet)

8 nov. 2020 11:06 GMT-3

Estimado Patricio, 

Nos acaban de informar que necesitamos una verificación extra para seguir con los retiros. Para evitar fraudes con los bancos y con la identidad de las personas necesitamos que el jugador nos envíe una foto de su tarjeta de crédito o de débito (debe dejar descubiertos los primeros seis números de su tarjeta y los últimos cuatro, los demás los puede tapar los para que no tengamos acceso a su información confidencial) por ambos lados (y por la parte de atrás su tarjeta debe estar firmada) . Estamos haciendo este procedimiento debido a los múltiples intentos por estafa que no han prosperado gracias a este método. 

Le pedimos que por favor envíe la información requerida al correo docs@fantasticbet.com indicando su número de jugador. 

Muchas gracias y disculpe otra vez por la demora de sus respuestas.

Saludos, 

Pamela 

Este mensaje lo acabo de ver el tema es que la ves anterior que intente retirar ya les envié esta informacion tal como la piden. Lo volveré a enviar y les comento como va mi tema.

Agradezco mucho su comunicación e interés en ayudar a solucionar este inpass,por favor sigan con su trabajo creo que es muy importante para que la gente operadora de estos casinos sepan que sus clientes tienen quien los escucha y ayuda cuando ellos no lo hacen.

Gracias Patricio .

Thank you very much, Patricio, for the update. We are left with no other option now just to wait for the casino to complete their additional verification. I will set the timer for 7 days and check back with you at the beginning of next week. I wish I could be of more help. Thank you in advance for your patience.

Petronela,

You could inform me what kind of help you can give me so that the casino frees me once and for all to make withdrawals, I will tell you that to date there are already $ 2,050,000 CLP owed and they are not questioning the form or the bottom of the money earned, only that they are wearing me out with infinite processing and they do not unlock me to make withdrawals.

I have been asked for photos of identity card, receipts of services, photos of cards involved in the platform with some covered numbers and a covered password, bank reconciliation charts where you can check the deposits that have been made to the casino, all this I have sent them On more than four occasions the last thing they answered me is that I should send it again since the numbers are not very visible, something that is totally false since the numbers I checked again by downloading them from the email I sent and they are 100% visible in summary all the The information sent is totally legitimate and visible, even so every day they send me emails asking me to send them the information already requested.

You can really help me to make this platform respond to your customers and how would you help me? Thank you

Patrick.

Petronela,

Usted me podría informar que tipo de ayuda me puede brindar para que el casino, me libere de una vez por todas para poder efectuar retiros, le diré que a la fecha ya son $2.050.000 CLP los adeudados y ellos no están cuestionando la forma ni el fondo del dinero ganado, solo que me están desgastando con una tramitación infinita y no me desbloquean para hacer retiros.

Me han solicitado fotos de carnet identidad, recibos de servicios, fotos de tarjetas involucradas en la plataforma con algunos números tapados y clave tapada, cartolas de conciliación bancaria donde se pueda chequear los depósitos que se han realizado al casino, todo esto se los he enviado en mas de cuatro oportunidades lo ultimo que me contestaron es que debía volverá a enviar ya que los números son poco visibles algo que es totalmente falso ya que los números los volví a revisar bajándolos desde correo que envié y están 100% visibles en resumen toda la informacion enviada es totalmente legitima y visible aun así todos los días me envían correos pidiendo que les envié la informacion ya solicitada.

Ustedes pueden ayudarme realmente a que esta plataforma responda a sus clientes y de que forma me ayudarían gracias

Patricio.

Thank you very much, Patricio, 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 Patricio,

I looked at your complaint and will do my best to help you. I would like to invite Fantastic Bet Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

We would like to ask the Fantastic Bet 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 can not 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.