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FAQ

Fantasy World

1. What is Fantasy World?

2. How can I personalise my Trebol or my world?

3. How do Trebols evolve?

4. Am I allowed to change the accessories for my Trebol?

5. What are items or accessories good for?

6. What are quests?

7. What type of missions could I receive?

8. How am I able to personalise my own casino?

9. What is the progress bar?

10. What are amulets?

11. What are tokens?

12. Which games allow me to accumulate tokens?


My Account

1. I have forgotten my username and password, what do I do?

2. Who do I contact if I have questions about my account?

3. What do I do if I no longer want to use my account?

4. How do I change my password?

5. How do I change my registered email address?

6. Is there any way I can check my account activity?

7. Is it possible to change my username?

8. Why is it that I cannot login to my account?

9. Who can I consult if I think I have a problem with online gaming?

10. How can I self-exclude?

11. What happens when the self-exclusion period ends?

12. Can I cancel it?

13. I am not getting a response to my questions when I e-mail the Customer Support Team?


Registration

1. How do I open an account?

2. I'm having problems on the registration page. Now what?

3. Why do I need to open an account to play your games?

4. Why is my personal information required? Are my personal details safe with you?

5. Do I need to make a deposit to be able to open an account at Fantasino?

6. Can I have more than one account?

7. Is there any minimum age requirement to play at Fantasino?

8. Do you accept players from all around the world?


Security

1. Is your website licensed?

2. How do I know my financial and personal information is secure?

3. How do I know my money is safe?

4. Is my data shared or available to any third party?


Financial

1. How can I identify transactions to and from Fantasino on my credit card or bank statement?

2. Do you accept deposits from my country?

3. Why does my card deposit get declined or rejected?

4. What is an IBAN, swift code and BIC?

5. What is a CVV2/CVC2 code?

6. Can I use my card to deposit into my friend’s account?

7. Can I use more than one payment method?


Deposit

1. How do I make a deposit to my account?

2. How long does it take for my deposit to be credited to my gaming account?

3. Which deposit methods do you have available?

4. Which credit/debit cards do you accept?

5. Will I be charged any fees when depositing into my account?

6. What is the minimum/maximum amounts that I can deposit at a time?

7. Is there a way for me to set daily, weekly and monthly deposit limits?

8. How do I transfer money from my bank account?


Withdrawals

1. How can I make a withdrawal from my website account?

2. Are there any limits on how much I can withdraw?

3. Can I cancel a withdrawal request?

4. Can I get my winnings paid back to my credit/debit card?

5. I used my credit/debit card to deposit, can I request a withdrawal by any other mean?

6. Why can’t I choose by which method I want to get paid?

7. Do you charge any withdrawal fees?

8. How long do withdrawals take to process?

9. Why is it that a withdrawal to my card takes days while a deposit is immediate?

10. Can I make a withdrawal from my account and have it sent to someone else?

11. What is your withdrawal policy?


Technical

1. What are the system minimum requirements to be able to play at Fantasino?

2. Why is it that I cannot connect to or open a casino game?

3. The website or games are responding slowly or load slowly, what can I do to speed it up?


Bonus and Promotions

1. Where do I find promotions available to me?

2. How do I get a deposit bonus?

3. Can I surrender/forfeit a bonus?

4. Can I play any casino games with my bonus?

5. How do I check that I have met the wagering requirement for a bonus?

6. For what reasons can I be excluded from a promotion?

7. General Bonus Terms

8. "Discover Costa Rica" Contest Terms


Casino

1. How do I know that the casino games are fair?

2. Which software providers do you use?

3. Where can I find detailed instructions on how to play a game?

4. What are the average payouts for each casino game?

5. Can I try the games for free?

6. Can I remove a bet after placing it on the table?

7. What happens when I lose connection during a game round?