Flaming Casino - Os ganhos do jogador foram confiscados.

Hi. I signed up at Flaming Casino. I then made a deposit with a bonus. And this completely playful. After that I deposited 3 x 100 euros without a bonus and then won around 10000 euros. Of these 10,000 I wanted to withdraw 3,500 and this withdrawal has now been rejected because I allegedly violated the bonus terms and conditions. I didn't have any bonus at that time since I had already paid in three times.

Can you help me?

Kind regards

Hallo. Ich habe mich bei Flaming Casino angemeldet. Habe dann eine Einzahlung mit Bonus getätigt. Und diese komplett verspielt. Danach habe ich 3 x 100 Euro ohne Bonus eingezahlt und dann ca. 10000 Euro gewonnen. Von diesen 10000 wollte ich mir 3500 auszahlen lassen und diese Auszahlung wurde nun abgelehnt weil ich angeblich gegen die Bonusbedingungen verstoßen habe. Ich hatte zu dieser Zeit aber gar keinen Bonus mehr da ich ja bereits dreimal wieder einbezahlt habe.

Können Sie mir hier weiterhelfen?

Mit freundlichen Grüßen

Dear Tevon2,

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 how much money you accumulated with the deposit bonus? How much money is currently in your casino account? Was the bonus fully wagered when you made those three deposits?

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,

Kristina

Hi. I got the bonus but then used it up completely. After that I made three fresh deposits without a bonus. So I didn't have a bonus anymore when I won the sum.

The casino canceled all my money but 100 euros.

Mfg PW

Hallo. Ich habe den Bonus bekommen und dann aber vollständig verbraucht. Danach habe ich dreimal frisch eingezahlt ohne Bonus. Von daher habe ich keinen Bonus mehr gehabt als ich die Summe gewonnen habe.

Das Kasino hat mir alles Geld storniert bis auf 100 Euro.

Mfg PW

Thank you for your reply, Tevon2. Do I understand correctly that you had €0 balance in your account when you made those deposits? Could you please advise if the dispute value (€4,500) is correct? Based on your message and provided screenshots it seems that the correct value should be €3,500.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The balance was so low that I could not do any more spins.

Yes, the payouts were 3500 and I still had 1000 euros on the account.

Das Guthaben war soweit unten das ich keine spins mehr machen könnte.

Ja die Auszahlungen waren 3500 und ich hatte noch 1000 Euro auf dem Account.

Please let the case rest for a moment, I'm currently in conversation with the casino again.

Many Thanks. I'll report if I know anything new

Bitte lassen sie den Fall Mal ruhen ich befinde mich gerade nochmal im Gespräch mit dem Casino.

Vielen Dank. Ich melde mich falls ich was neues weis

Tevon2, has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

The talks broke off again. The casino continues to refuse

Die Gespräche sind wieder abgebrochen. Das Casino weigert sich weiterhin

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Tevon2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.