Fantastic Bet Casino - プレイヤーのアカウントが理由なく閉鎖されました。

I created a Fantasticbet account on March 18, 2026, without any problems. I made deposits that same day, placed bets, and withdrew money. However, that same afternoon, I placed sports bets, then made another deposit, placed blackjack bets, and won, reaching a balance of $260,750. After that, I tried to place more sports bets, but it said I was blocked. Then I tried to withdraw the money, but I got the same message: "Client blocked." My session then closed, and when I tried to log in, it still said "Client blocked." I contacted the casino's customer service, and they told me they blocked my account because I already had an account created with that email address, which I didn't remember, since that account is from 2018, I think. However, they let me create the new account, deposit, and bet without problems. When I tried to withdraw the money, they blocked my account, and now they aren't giving me any answers.

Me creé una cuenta en fantasticbet el día 18-03-2026, sin ningún problema, realicé depósitos el mismo día, realicé apuestas e hice retiros de dinero, sin embargo, ese mismo día en la tarde, realicé apuestas deportivas, luego un depósito de dinero, realicé apuestas en blackjack y gané, llegando a tener un saldo de $260750, luego de esto, intenté realizar apuestas deportivas, pero me decía que estaba bloqueado, posterior a esto, intenté retirar el dinero, pero el mismo mensaje, cliente bloqueado, luego se cerró mi sesión, y al intentar ingresar, me aparecía cliente bloqueado, me comuniqué con servicio al cliente del casino, y me dijeron que bloquearon mi cuenta porque ya tenía una cuenta creada con ese correo, cosa que yo no recordaba, ya que esa cuenta es del 2018 creo, pero sin embargo me dejaron crear la nueva cuenta, depositar y apostar sin problemas, y cuando intenté retirar el dinero me bloquearon la cuenta y ahora no me dan respuestas.

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Dear Landito22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise if you have passed the KYC verification in both your accounts?

Could you please confirm when was the last time you accessed your original account?

Have you utilized any bonuses on either of your accounts?

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

Best regards,

Attila

1. Yes, the account was verified.

2. On 18-03-2026

3. No, I didn't use any vouchers.

1. Sí, la cuenta estaba verificada.

2. El 18-03-2026

3. No, no utilicé bonos.

Dear Landito22, thank you for your response. Could you please confirm when was the last time you accessed the account from 2018? Have you made any deposits into this account?

Additionally, do I understand correctly that both accounts were created with the same email address?

Thank you in advance for your reply.

I don't remember the last time I logged in in 2018, but the website should have that record, and yes, I must have made deposits back then, but I don't remember.

The last deposit I made, but with the new account, was on 18-03-2026, for $100,000, which I bet on blackjack and won until I had $270,750, which was stolen from me and left the account at $0.

And yes, both accounts were created with the same email, but I reiterate that I didn't remember creating the first account, since it was 8 years ago, and when creating the new account, Fantasticbet didn't warn me that I already had an account with that email, and yet, they let me deposit and bet my money but not withdraw it once I had won.

No recuerdo la última vez que ingresé en el 2018, pero ese registro debería tenerlo la página y sí, debo haber realizado depósitos en ese entonces, pero no lo recuerdo.

El último depósito que realicé, pero con la nueva cuenta fue el 18-03-2026, por $100000, el cual aposté en blackjack y gané hasta tener $270750, los cuales me robaron y dejaron la cuenta en $0.

Y sí, ambas cuentas se crearon con el mismo correo, pero reitero que no me acordaba haber creado la primera cuenta, ya que fue hace 8 años atrás, y al crear la nueva cuenta, desde fantasticbet no me advirtieron que ya tenía una cuenta con ese correo, y sin embargo, me dejaron depositar y apostar mi dinero más no retirarlo una vez que había ganado.

Hello Landito22,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Landito22,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you!! I'll be waiting.

Gracias!! Quedo a la espera.

Hello Landito22,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

I want to clarify our stance in situations like this.

While we acknowledge that each player is permitted to open only one account—a rule that is an industry standard across online casinos—we believe that it is important to consider situations where a player may have inadvertently created an additional account without awareness of an old, already existing one, especially if the original account has remained inactive for a significant period. Furthermore, if the player has not availed themselves of any bonuses or if the previous account did not have any restrictions related to self-exclusion, responsible gaming, or any previous rules violation, the mere existence of multiple or duplicate accounts, especially if this did not confer any unfair advantages, should not be grounds for the confiscation of winnings.

We would like to invite Fantastic Bet Casino to join the conversation.

Dear Fantastic Bet Casino,

Can you please confirm that the sole alleged violation of your rules the player is being accused is the existence of an old, 8 years unused account?

Why was this account not closed automatically you if it really was not used for such a long time?

Can you please explain why was the player able to create a new account with the same email address?

As mentioned above, in accordance with fair and transparent practices we believe that if the player has not availed themselves of any bonuses or if the previous account did not have any restrictions related to self-exclusion, responsible gaming, or any previous rules violation, the mere existence of multiple or duplicate accounts, especially if this did not confer any unfair advantages, should not be grounds for the confiscation of winnings.

Kindly provide any information and evidence you have regarding the old and current player accounts. If there are any additional factors influencing your decision, please feel free to share them. Should this information and evidence not be suitable for public disclosure, you may forward it to me directly at michal.k@casino.guru for an independent review.

We would like to ask the 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’ which may negatively affect its rating.

Dear Landito22,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded to minimize encountering similar situation. I regret that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru