Flagman Casino - A conta do jogador foi encerrada sem explicação.

Hello Casino Guru Team,

I have a problem with Flagman Casino.

I deposited 30 euros and won approximately 200 euros, which I have requested to be paid out.

The documents I uploaded were quickly verified and I received a verification confirmation.

A short time later, I wanted to check my withdrawal status but couldn't log in. I contacted live chat and was informed that my account was blocked. I hadn't violated any terms and conditions, and my account had been verified shortly before.

Could you please help me to receive the payout and regain access to my account?

Thank you in advance.

Best regards

Pawel

Hallo Casino- Guru Team,

ich habe ein Problem mit dem Flagman Casino.

Ich habe 30 Euro eingezahlt und Ca. 200 Euro gewinnen, welche ich beantragt habe zur Auszahlung.

Die Dokumente die ich hochgeladen haben würden zügig verifiziert und ich erhielt eine Verifizierungbestätigung.

Kurze Zeit später wollte ich den Stand meiner Auszahlung überprüfen und ich könnte mich nicht einloggen. Ich habe den Live Chat kontaktiert und die Mitteilung erhalten, dass mein Benutzer gesperrt ist. Ich habe gegen keine AGB verstoßen+ mein Benutzer würde kurze Zeit vorher verifiziert.

Könnten Sie mir bitte hierbei weiterhelfen, die Auszahlung zu erhalten und wieder Zugriff zu meinem Account zu erhalten.

Vielen Dank vorab.

Mit freundlichen Grüßen

Pawel

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Pawelss,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Please send any relevant communication between you and the casino to jean.s@casino.guru.

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

Best regards,

Jean

Hello Jean,

Thank you very much for your questions.

1. Live Roulette Games

2. Without bonus

3. Unfortunately, I didn't take any screenshots of the conversations.

My user account remains blocked and the outstanding payout has not been processed. Furthermore, I have not received any information about the block via email or any other means.

Regards, Pawel

Hallo Jean,

viele Dank für die Rückfragen.

1. Live Spiele Roulette

2. Ohne Bonus

3. Leider habe ich keine Screenshots von den Gesprächen gemacht

Mein Benutzerkonto ist leider weiterhin gesperrt und die offen Auszahlung auch nicht bearbeitet. Zudem habe ich per Mail oder sonstiges keine Informationen über die Sperrung erhalten.

LG Pawel

Thank you for the update. To proceed further, I kindly ask you to contact the casino’s customer support directly via email help-flagman@support.win and request an official explanation for the account block, as well as the status of your pending withdrawal.

Please send them a message asking why your verified account was blocked without notification and when your €200 withdrawal will be processed, since you have not breached any terms and conditions.

Once you receive their reply, please forward it to us here so we can continue assisting you with the case.

Thank you for your cooperation.

Unfortunately, nothing new (see below)

For every support request, I have to take a selfie with my ID card. They only accept new photos.

This is all very annoying and not customer-oriented.

Regards, Pawel

Leider nichts neues ( siehe unten)

Für jede Anfrage beim Support muss ich ein Selfie mit meinem Personalausweis machen. Sie akzeptieren nur neue Fotos.

Das ist alles sehr nervig und nicht Kunden orientiert.

LG Pawel

Thank you for forwarding the reply from customer support. Based on their message, your verification review is still underway.

To better understand the situation, please let me know how long you have been playing at the casino and the exact date when your account was blocked. Kindly also specify which documents were requested during the verification process.

You previously mentioned that after uploading your documents, the casino confirmed your verification. Please post that confirmation here or send it to me at jean.s@casino.guru so I can review it.

Hello,

That was my first deposit with which I requested a withdrawal.

I uploaded my ID for identification and my bank statement as proof of address. My account was blocked about two weeks ago; I don't remember the exact day, but I think it was a Thursday.

Confirmation for verification

Best regards

Pawel

Hallo,

das war meine erste Einzahlung gewesen mit der ich eine Auszahlung beantragte.

Ich habe meinen Ausweis als Identifikation und meinen Bankauszug als Adressenschweis hochgeladen. Mein Konto wurde vor ca. 2 Wochen gesperrt genauen Tag weiß ich nicht mehr war ein Donnerstag denke ich.

Die Bestätigung für die Verifizierung

Mit freundlichen Grüßen

Pawel

Dear Pawelss

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, Martina, (martina.b@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,

Jean Susor

Thank you very much for your help so far.

Vielen Dank vorerst für die Hilfe

Dear Pawelss,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Flagman Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player ´s withdrawal have not yet been processed?

Thank you in advance for providing the information.

Dear player,

At the moment your account is not blocked.

Regarding your withdrawal dated April 17, we can confirm that the transaction received a successful status on April 23. We kindly recommend that you double-check your bank account once again.

If the funds have still not been credited, please contact our live chat support on the website and provide a bank statement covering the period from the withdrawal date up to the current day. We will then forward the request to the payment provider for further investigation.

Best regards,

Flagman Casino

My account is now unlocked and available again. As the screenshots show, it was previously blocked. My withdrawal has also been processed, but I didn't receive confirmation from the casino, so I didn't notice (crypto wallet).

Casinoguru, you can close the complaint even if I am not satisfied with the communication with the casino.

Many thanks to Casinoguru for the help

Mein Konto ist wieder frei bzw verfügbar. Zuvor wie die Screenshots zeigen war es gesperrt. Meine Auszahlung wurde auch bearbeitet, hierzu habe ich keine Bestätigung vom Casino erhalten, sodass ich es nicht gemerkt habe (Crypto Wallet).

Casinoguru sie können die Beschwerde schließen, auch wenn ich mit der Kommunikation mit dem Casino nicht zufrieden bin.

Vielen Dank an Casinoguru für die Hilfe

Dear Pawelss,

I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. On the other hand, I am sorry for the bad user experience with the casino. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.