winnnings not being paid despite account being verified
I have had a withdrawal pending since the 7th september. Despite my providing id and address documents and having it confirmed via email that my account is verified i have still not received my winnings. Instead i am being given unreasonable demands to show them months worth of bank statements with all transactions visible. Of course i have refused to do this. They state that this is for safer gambling purposes. My response to that is if you feel that i cannot gamble safely you should have not accepted my deposits in the first place. Furthermore if they do not want me as a customer then they should process my withdrawal and close the account permanently. I told them this and they have since ignored me for weeks. Absolute bunch of crooks. Happy to accept deposits until you win. Do not play at this casino!
Antwort von Casino Fantastico
Hi Thomas,
We’re truly sorry to hear about your experience and understand how frustrating it must feel to have your withdrawal delayed after already submitting your documents. Please rest assured that we would never intentionally hold up a withdrawal — our goal is always to process them as quickly as possible.
In some cases, we’re required by regulatory obligations to request additional documents, such as proof of source of funds, to ensure compliance and promote safer gambling practices. We completely understand this may feel intrusive or inconvenient, but these checks are a standard part of maintaining a secure and responsible gaming environment for all players.
Our team is working hard to review such cases promptly, and we appreciate your patience and understanding while we complete the necessary steps. If you’d like us to check the status of your specific case, please reach out to our support team with your reference number so we can look into it right away.
Kind regards,
Casino Fantastico
