BetFlip Casino - Player’s winnings have been canceled.

This casino is a scam stay away. For the following reasons

1. The customer service lied to me when I was opening my account. The representative "Tim" told me in chat that the max bet while playing with a bonus was 10 euro when it really is 5
2. Then when i asked if the restricted games (when playing with a bonus) throw an error if accidentally clicked on he unequivocally said yes (mind you they have hundreds of restricted games that are impossible to keep track of). So I played keeping in mind if accidentally clicking on a restricted game the game would error (this was lie)
3. THEY FORCE YOU TO TAKE A BONUS ON THE FIRST 10 DEPOSITS WHETHER YOU WANT IT OR NOT. This forces you into their withdrawal tricks and impossible bonus rules. Any mistakes and they take your money.
4. Upon following the above instructions my 3400 withdrawal was taken and I was told they fired the individual that had misled me. Yet even after acknowledging the individual did in fact lie to me they did not let the withdrawal go through even though it was them that misled . But they just put my money back for me to re-play again. OF COURSE I DID NOT WIN
5. I play at dozens of casinos and have been for over 20 years and i spend thousands. This casino is set up to take as much money as possible and disproportionately make it hard to withdraw. DON'T PLAY HERE

Dear John,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

"The most you can bet when you have a pending or active bonus is €5 (or €5 equivalent in any cryptocurrency or fiat currency, BetFlip accepts) Failure to adhere to these betting rules means that all the bets with amount more than max bet will not count in wagering and all the winnings will be forfeited."

Would you be so kind and forward the relevant communication between you and the casino to kristina.s@casino.guru? I would especially like to see those messages, in which the casino provided the wrong information.

Regarding the list of restricted games - I understand that the list is quite long, but unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. I understand that it would be easier for the players if the games which are not permitted during the bonus play were blocked completely, but, unfortunately, that is not a common practice. It is not unusual for casinos, to put restrictions on the bonus play (restricted games, game providers, maximum bet etc.)

Hopefully, I will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear John,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Kristina, I also just sent you a 5th email (one additional to the other 4) where I was going back and forth about misleading me about getting an error should I accidentally play a game. This is where they decided to just give me my original deposit back that I mentioned in my original complaint.

John, thank you very much for your reply and emails. In the last email, I see that the casino offered you a bonus on top of your returned deposit with some special conditions. Have you already played with that bonus, please?

Yes... I mentioned this in my original complaint where I said "...But they just put my money back for me to re-play again. OF COURSE I DID NOT WIN....." This was just my original deposit with a slightly lower play through requirement only.

You can see where they did this in the fifth email I sent to you (it was the extra email as originally I thought there would be only 4) ...Where it says the following...

(03:30:22)Marco: Got back from the manager again so to make the things even smoother we can offer you to give the initial deposit amount back + lower the wager so instead of x45 you can have the wager of x30 if this sounds good to you

At that point I was just tired of fighting within myself and wanted to try to get back to an amicable place as they still took my winnings and obviously were not going to give them back . This "re-play" opportunity was obviously an insult as of course I did not win again to replace the winnings that they took. And then to make matters worse they later closed my account because they saw this review of them (attached here now). So I need to add that to this complaint (how do I do that). Clearly they do not want to be held accountable for misleading me or taking my winnings.

John, although it is clear to see the casino provided you with incorrect information, you accepted the bonus as compensation from the casino for their mistake. Since you agreed with this offer, the casino returned back your initial deposit with the bonus on top, so you had a second chance to win. I understand that you'd rather have your first winnings returned, but sadly, accepting the compensation bonus and playing with it closed this option for us, and there is nothing more we could do for you under these circumstances.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.