Flagman Casino - Player's account has been closed and funds are inaccessible.

I registered at the casino a week ago, passed verification successfully, played for a couple of days in the red as a newbie, but this was not a problem, then... one day when I was replenishing my account, the site froze my money, and also canceled the payment in my history when the money was debited from my bank account.

I contacted support asking where my money was and also asked for a receipt, which was ignored. The operator then wrote that the system recognized my location as being in a country prohibited for casinos. I asked again where my money was. The operator then said my account would be blocked under Article 4.4. If it needed to be unblocked, I needed to provide information about the country I was in, my taxes, proof of employment, utility payments, and proof of rental housing. The operator said that after that, we could unblock the account and resolve the issue with the deposit and its return to the bank card. Naturally, I don't provide this kind of information online, and the chat was closed.

Today, May 19, 2026, I tried to contact the operator again. She asked for my email address or the phone number linked to my account. I provided my email address, and the operator replied that there was no such user in the Flagman casino system. Then I sent the phone number, and she connected me to another casino operator. Here, I again wrote a request to unblock the account and withdraw the money to my bank account card, and then block it. The operator then asked for identification to confirm whether I am the account owner. I provided this information last time when the issue was not resolved in my favor, and the issue is still unresolved.

Now, Casino GURU, please explain whether I should leave my location information online, my rental documents, my taxes, utility bills, and so on. Is this stated in the casino's rules? Is the client obligated to provide all personal information to online casino operators?

The issue remains unresolved, and the requirement to provide the documents indicated above

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please note that casinos are often required to carry out additional verification checks related to identity, location, anti-money laundering regulations, and Source of Funds/Source of Wealth procedures. In some situations, they may request documents such as proof of address, employment information, or tax-related documents, especially if their system detects a possible restricted jurisdiction or unusual activity. However, we first need to clarify exactly what happened in your case. Please allow me to ask you a few questions to clarify your situation.

• Which country are you currently residing in, and were you physically located in the same country while accessing the casino?
• Did you use any VPN, remote desktop software, proxy service, or mobile network that could have affected your detected location?
• Could you please send us screenshots or copies of the communication with the casino where they requested the additional documents and referred to Article 4.4?
• Was your account fully verified before the account restriction was applied? If yes, which documents were approved during the KYC process?
• What exactly happened with the deposit? Was the payment fully deducted from your bank account, or was it later reversed/refunded by your bank?
• Have you contacted your bank regarding the status of the transaction?

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Yuliia596,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika