BetFlip Casino - Player’s winnings have been voided.

Im.my first deposit i had an email stating ive breech the bonus terms and they have deducted the money so I went back to check my account and I had 750 euros left.

I checked the bonus wagering requirements and it said it was complete so I carried on playing whatever games there was as my account states all wagering requirements were met.

I then went on to live chat and the lady stated I havent met the wagering requirements yet and still had some to go.

At this point I went back and only played games that I was able to but the next morning my whole balance roughly 1400 euros had been taken away.

They said I breached the bonus terms but I explained my point of view and they refused to accept any sort of liability as there site said I had met all the wagering and I didnt know I had more to go.

Dear Spinx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Could you please specify which bonus you have redeemed and played? I would like to check terms and conditions.

Additionally, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi this was for the welcome bonus 100 free spins which I didnt get st the time and 100% bonus.

Im a self exlcuded person who also should be banned from all curacao sites but as I had a relaps opened this one and was abit concerned when they removed all winnings.

They accpeted my documents and then told me ive breached the terms and conditions.

I have since gone online to speak to someone but they rudely cut me off .

Dear Spinx,

Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated?

Yes they have stated I played a game which I wasn't allowed and took money away which I won with.

I then went back to check my account and could see they had taken money away.

I went to check my wagering requirements which is then I seen that they were completed so assumed the money in my account was mine and could play what ever games I wanted.

It was only later on when I went on live chat to see how to withdraw the lady stated I still had wagering to complete but I explained my account stated it was completed but she said I had 8000 to complete which is then I only played games I was allowed to.

I explained this to her but the next day they took all my winnings away and still didn't explained why.

Could you please forward your game and bonus histories to petronela.k@casino.guru. Please understand that from the point you trigger any promotion until you request a withdrawal, your bonus is active hence, bonus T&Cs, including forbidden games, apply. I have checked general promotional rules, and this is what I found https://betflip.io/en-GB/home/page-control/1: 

"Slot games excluded from the rollover requirement of a bonus: All Bgaming games, All Endorphina games, All b2t games, All Yggdrasil games, Dr. Jekyll & Mr. Hyde, Fruitbat Crazy, Max Quest: Wrath of Ra, Pinocchio, Spinfinity Man, Split Way Royal, Sugar Pop, Sugar Pop 2: Double Dipped, Super 7 BlackjackTens or Better, Three Card Rummy, Triple Edge Poker, Vip European Roulette, WhoSpunIt Plus, Zoom Roulette, Queen of Gold, Jade Butterfly, Skulls Up!, 1429 Uncharted Seas, Piggy Riches Megaways, Gonzo's Quest™ Megaways™, Mystery Reels MegaWays, Dragon's Luck MegaWays, Dragon's Fire MegaWays™, Curse of the Werewolf Megaways, The Dog House Megaways, Great Rhino Megaways, Starz Megaways, Egyptian Dreams Deluxe, Knockout Football, Knockout Football rush, London Hunter, Magic Oak, Pumpkin Patch, Santa’s Village, Queen of Gold, Jade Butterfly, Jammin Jars, Fat Santa, Fat Rabbit, Mystery Museum, Wild Swarm, Razor Shark. Failure to adhere to these betting rules means that all the bets at those games will not count in wagering and all the winnings will be forfeited.

Jackpot Games are not allowed to be played with bonus money."

yes my accounts closed and they will not get back to me so i cant get this information.

My issue is that i was told about this and was warned so when i went back to my account it STATED I HAD completed the wagering requirements and i could play whatever games i wanted which i did.

So yes i must have played one of the games i shouldn't have but this is because it said i had completed all wagering.

it was only when i was asking someone about withdrawing that they told me i had 8000 wagering to do so i kept to games i was allowed to play and by the next day they had taken all my winnings

Could you please forward any relevant communication between you and the casino or screenshots that you have taken before your account got bocked. I’m specifically interested in the part where you were informed that you’ve completed bonus wagering. My email address is petronela.k@casino.guru. Thank you in advance.

Sent to you

I still didn’t receive any proof that your wagering requirements have been completed. 

Thank you, Spinx, for forwarding the relevant communication.

Firstly, the email regarding self-exclusion says:

Which means self-exclusion applies for Play24bet platform only. Not for all the others sister casinos.

Could you please clarify when you have self-excluded yourself from the Betflip Casino due to gambling addiction? Have you deposited any funds into your account to accumulate your latest winnings, or they’re purely from a free bonus? 

I contacted them after my first deposit stating im self exldued on live chat but they were not online so I was able to semd a message but no one got intouch with me.

I have since depsited 6 more times and each time I got bonus funds as they said I had to have them and can not be removed.

The first deposit bonus was the only one I wagered

I have checked terms and conditions, and this is what I found https://betflip.io/en-GB/home/page-control/2:

"Self-exclusion by request

If You are no longer willing to hold an Account on our Website, We kindly request You to contact us at support@betflip.io and submit Your request about the termination of Your Account. The support team will review Your request regarding the Account termination and notify You of the decision carried out via the most recent contact details You have provided to us."

Could you please advise if you have sent an email to the abovementioned email address or, by any chance, you saved a screenshot of the message that has been sent after your first deposit? 

Yes it was on live chat there message portal but I've requested the message and the email about self exclusion but no one responds. They even cut me off on live chat when I want to discuss it with them

Please forward the email. 

Dear Spinx,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.