Flappy Casino - Os ganhos do jogador desaparecem após a conclusão do bônus.

Hello

I've made multiple deposits at this casino and have yet to withdraw or make any significant winnings

On the 4th of August, 2023, a casino representative named Mirko offered me a bonus through WhatsApp.

I opened my account to find a 30€ bonus with an x15 wager.

There was no maximum withdrawal limit

Not many details were provided beyond the playthrough timeframe.

I was fortunate and even had a decent winning, almost fulfilling the bonus conditions with 620€ in my account.

But after completing the bonus, 420€ disappeared from my balance

I was left with only 200€.

The game history from the 4th of August, 2023 isn't complete, and doesn't show the final part pertaining to the bonus.

I contacted the casino and spoke with Mirko about the missing 420€, which he found strange

He asked me to wait while he investigated the issue and promised to email me with a resolution. I spoke with him again yesterday through the casino chat and he changed his story, claiming the bonus had a withdrawal limit.

This isn't true.

I asked him to show me this limit.

Mirko told me he couldn't because the bonus had already been used.

What does that mean?

The casino doesn't provide a bonus history.

He hasn't been able to prove the existence of the withdrawal limit, and it's even worse that the game history isn't complete.

He told me he was going to address the issue, but as of today the game history remains the same

It is still incomplete.

This casino is not honest and took 420€ from me without cause

I will attach some screenshots for your reference.

Olá

Eu fiz vários depósitos neste casino e nunca fiz nenhum saque nem nunca tive uma vitória boa

Então através do WhatsApp no dia 04.08.2023 O agente Mirko me ofereceu um bónus.

Abri a minha conta no casino e tinha um bónus de 30€ aposta x15

Sem limite máximo de saque

Não tinha mais detalhes para além do prazo para jogar.

Eu tive sorte e até tive 1 ganho razoável estava prestes a conseguir concluir o bónus e tinha 620€

Após concluir o bónus desapareceu do meu 420€

Fiquei apenas com 200€

O histórico do jogo do dia 04.08.2023 não está completo logo não consta essa parte final do bónus

Eu entrei em contacto com o casino com o agente Mirko e ele estranhou o desaparecimento dos 420€

E me pediu para esperar que ía investigar e me daria uma resposta po email, ontem entrei em contacto com ele o Mirko no chat do casino e o discurso ja foi outro dizendo que o bónus tinha limite de saque

É mentira

Logo pedi para me mostrar esse limite

Ele me disse que não podia porque o bónus ja foi jogado

Como assim?!

O casino não oferece histórico de bónus

Ele não conseguiu provar esse limite de saque e o pior é o histórico de jogo não estar completo

Ele me disse que ía resolver isso mas hoje o histórico continua igual

Incompleto.

O casino não é honesto

E tirou me 420€ com motivo não existente

Deixarei em anexo algumas capturas de tela

Dear Mco00,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

1. Maximum possible withdrawal amount from the no deposit bonus: €25 / C$35 / 150R$.

1.1. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account).

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise if your withdrawal of €200 has been approved and processed already? Looking forward to hearing from you.

Best regards,

Petronela

Hello

The 200€ I ended up playing

Withdrawal is slow at the casino and I opted to play.

In other casinos I had the same bonus and withdrew my €800 winnings without any problems

No deposit bonus but don't forget that I made a lot of deposits to get this bonus

If I have never made a deposit I would understand this limit.

Once again I say that no cashout maximum was written in the bonus.

Another thing the game history for that day 04.08.2023 is not complete

Therefore, it does not allow me to prove the earnings and the withdrawal of 420€

The casino didn't tell me anything else about it.

It is not normal to have hidden game history.

Olá

Os 200€ eu acabei por jogar

O saque é lento no casino e optei por jogar.

Em outros casinos tive o mesmo bónus e levantei meus ganhos de 800€ sem problemas

Bónus sem depósito mas não esquecer que fiz muitos depósitos para obter este bónus

Se eu nunca tive se feito nenhum depósito eu entederia esse limite.

Mais uma vez eu digo que não vinha escrito nenhum máximo de saque no bónus.

Outra coisa o histórico de jogo desse dia 04.08.2023 não está completo

Logo não me permite provar os ganhos e a tirada dos 420€

O casino não me disse mais nada acerca disso.

Não é normal ter histórico de jogo oculto.

Hello

It seems that the casino does not want to respond to my complaint.

Meanwhile I have news from my game history

The casino deleted my history for that day when I had €620 and took €420 from me

I have here a screenshot just taken which shows what

What I'm talking about the 04.08.2023 is not complete and advances to the 06.08.2023

what a mystery

Olá

Parece que o casino não quer responder a minha reclamação.

Entretanto tenho novidades do meu histórico de jogo

O casino apagou o meu histórico daquele dia que eu tinha 620€ e me tirou 420€

Tenho aqui uma captura de tela acabada de fazer no qual mostra o que

O que estou falando o dia 04.08.2023 não esta completo e avança para o dia 06.08.2023

Que mistério

I understand that you've made deposits previously, but for this particular bonus, no prior deposit was necessary. It was provided as complimentary funds for gameplay, part of a promotional offer by the casino. The general bonus terms distinctly outline the maximum cashout for such bonuses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Ok and the missing game history?

Still, I liked that the casino showed me the history and terms of the VIP bonus that the manager offered me

Thanks

Ok e o histórico de jogo desaparecido?

Ainda assim gostava que o casino me mostra-se o histórico e os termos do bónus vip que o gerente me ofereceu

Obrigado

I've already pointed out the section in the terms and conditions that explicitly outlines the maximum cashout limit for any free bonus obtained.

For a complete record of your gameplay history, please reach out to the casino directly. It's worth noting that since your extra winnings, exceeding the €200 maximum cashout, were automatically invalidated, they might not appear in your game history regardless.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.