Flagman Casino - Jogador relata encerramento de conta e retirada não autorizada.

URGENT WARNING: Flagman Casino (GALAKTIKA N.V.) - UNAUTHORIZED DEBITS, LIES & RETALIATION!

Fellow players, I need to warn you about Flagman Casino (GALAKTIKA N.V. - Curaçao License OGL/2024/169/0146). My recent experience reveals a severe breach of trust, outright dishonesty, and appalling retaliatory behavior.

The Gist: Flagman Casino unilaterally debited CAD $5,000 from my active casino account without any prior notice or consent while I was playing. When I sought answers, their staff provided conflicting lies, and then BLOCKED MY ACCOUNT and VOIDED ALL WINNINGS/BONUSES the moment I mentioned contacting regulators.

THE SHOCKING TIMELINE (All on July 25-26, 2025):

 * Declined Withdrawals, Funds Returned: I attempted two $2,500 CAD withdrawals. Both failed, and the $5,000 was returned to my active casino balance. Unbeknownst to me then, the funds were later successfully deposited into my bank, but this was NOT communicated.

 * UNAUTHORIZED DEDUCTION (22:00 EDT): With $5,900 in my account, $5,000 CAD vanished while I was actively playing. No notification, no warning, no consent. The money was just GONE.

 * Customer Support Nightmare: I immediately hit live chat. Waited 20 minutes for answers, only getting "need more time." They were evasive.

 * Casino's First Lie (Email, 07:14 EDT): "Personal manager Nicole" emailed, admitting "Our specialists noticed this error and sent a request... after which the payments acquired a successful status and the funds were debited from your balance." (This confirms they took the money after it was back in my account, but after the fact.)

 * My Complaint & Goodwill Ask (Email, 03:08 EDT): I replied, confirming I eventually got the bank payment, but furious that the casino debited my account without prior notice, calling it "disrespectful and unprofessional." I requested a goodwill bonus for their unacceptable actions.

 * Casino's SECOND, CONTRADICTORY LIE (Email, 21:01 EDT): "Personal manager Demid" responded: "Our financial department specialists did not deduct your funds..." This is a direct, blatant lie, contradicting Nicole's email.

 * My Regulatory Threat (Email, 04:57 EDT): I stated I had "screenshots... and proof of how dishonest you are," and would go to the Curaçao Gaming Authority (CGA) and Canadian regulators. I emphasized that deducting funds without consent is wrong.

 * THE RETALIATION (Email, 22:04 EDT): Demid's immediate response: "your account will be blocked. All possible winnings... will be canceled... You can not restore your profile or create new accounts." They are punishing me for seeking regulatory help.

THIS IS UNACCEPTABLE AND VIOLATES THE NEW CURAÇAO LOK!

Flagman Casino's (GALAKTIKA N.V.) actions are a clear breach of the new National Ordinance on Games of Chance (LOK), which stresses player protection, transparency, and integrity.

This includes:

 * Unauthorized Financial Activity: Taking my money from an active balance without permission.

 * Blatant Dishonesty: Lying and contradicting themselves about how they handled my funds.

 * Direct Retaliation: Blocking my account and confiscating winnings simply for threatening to contact regulators. This is designed to silence players and avoid accountability.

DO NOT RISK YOUR FUNDS OR TRUST WITH FLAGMAN CASINO.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Flagman Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you experienced any problems with your previous withdrawals, please ?
• Could you please explain what does the dispute amount of 5000 CAD represent, please?
• Have you accumulated your winnings with the help of bonus?

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Katarina,

Thank you for your prompt response and your willingness to help. I appreciate your efforts to understand the situation fully.

Here are the answers to your questions:

• How long have you been a player at this casino, please?

I have been a player at Flagman Casino for approximately four months and hold VIP status there. I wss also a VIP player at several other casinos under the same operator, including SOL Casino, JET Casino, Drip Casino, Gizbo Casino, Irwin Casino, Monro Casino, Starda Casino, and Legzo Casino.

• Have you experienced any problems with your previous withdrawals, please?

Yes, from time to time, I have faced various challenges with withdrawals across some of these casinos. They frequently introduced verification requirements, sometimes requesting documents or details for payment methods I had used only once, months or even a year prior (in the case of Flagman's sister's casinos), and no longer possessed. This often created significant hurdles, making withdrawals unnecessarily difficult.

• Could you please explain what the dispute amount of $5,000 CAD represents, please?

The $5,000 CAD represents the funds that Flagman Casino unilaterally and without any prior notification or consent, debited from my active casino account while I was playing. My balance was approximately $5,900 CAD, and it suddenly dropped to around $450 CAD. This was a very sneaky, dishonest, and disrespectful act. As a direct result of this sudden, unauthorized deduction and feeling short, I deposited more funds to try and recover the missing amount, as I had immediate plans for that money.

Furthermore, the total amount I am seeking includes not only this $5,000 CAD for the breach of trust and the casino's conduct but also all winnings and benefits that were voided due to their retaliatory account blocking. This includes significant cashback accruals (I had a lot coming up), over 1,250 lottery tickets, and a prize I had already won in a tournament.

• Have you accumulated your winnings with the help of a bonus?

No, the winnings I had in my account, which were subsequently voided, were not accumulated with the help of a bonus.

It is critical to highlight that the casino's team member blocked and deleted my account immediately after I informed them of my intention to seek a complaint with their regulatory body. This was a clear act of retaliation, as they explicitly stated that all future winnings would be voided, impacting my accumulated cashback, lottery tickets, and tournament winnings.

I trust that Casino.Guru, with its reputation for player advocacy, will recognize the severity of these actions, particularly in light of the new, stricter player protection regulations under Curaçao's National Ordinance on Games of Chance (LOK).

Thank you again for your assistance.

Best regards,

WRB

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

Hello Katarina,

I have forwarded the screenshots and emails I had with Flagman Casino. Please let me know if there's any other information you need.

Thank you

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player,

thank you for the email.

Having reviewed your email correspondence with the casino, can you confirm that you have received all outstanding funds?

Has your account been closed as you requested?

Looking forward to your reply,

Katarina

Hello Katarina,

The answer to your questions:

Can you confirm that you have received all outstanding funds?

ANSWER: No, I have no received anything.

Has your account been closed as you requested?

ANSWER: No, my account was closed as you could see from the email, as soon as I mentioned that I was going to report the unauthorized deduction of funds ((while actively playing)) to the regulatory authorities. The team member from FLAGMAN (Demid) decided to close and block my account. I can't login and no funds were returned. Just to clarify, I never asked or consent with the closure of my account. This was a retaliation in my opinion.

Hello willcbeltran_Ca,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear willcbeltran_Ca,

thank you for your message and your email.

After reviewing the email communication you provided, I am writing to address the two primary concerns you have raised.

Regarding the unauthorized withdrawal of funds, I understand your frustration. However, as the funds were successfully deposited into your personal bank account, it appears no financial loss was ultimately incurred. While I appreciate that such incidents can be unsettling, it is important to recognize that human error can occasionally occur.

Concerning the subsequent blockage of your account, I understand your disappointment that your account was closed. The closure appears to stem from your expressed intention to close the account if a promotion or gesture of goodwill was not offered. As the casino is under no obligation to provide such incentives, their decision to proceed with the closure seems to be a direct response to your stated preference. While I recognize this may have been a negotiation tactic, in this instance, it appears to have been interpreted as a request for closure.

In summary, we can potentially assist you in recovering any confiscated account balance. However, if your balance was successfully transferred to your bank account, our ability to intervene is limited, as the casino, like any business, reserves the right to refuse service to a customer.

Kindly notify us whether you had your funds confiscated and if you wish to continue with this complaint.

Looking forward to your reply.

Katarina

Dear willcbeltran_Ca,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru