Flagman Casino - Player’s account has been closed without explanation.

flagman asked me to complete KYC so that I could withdraw. When I did this I went to withdraw. They then cancelled the withdraw and ban my account without telling me.

Their webchat team told me that they suspected i had cheated, but refused to explain anything further or to provide any evidence.

I have not cheated and I pointed out to them that their terms say if a player has cheated that the casino can keep the funds, but it does not say if the casino think I have cheated they can keep the funds. I have since emailed them, but they have refused to acknowledge or communicate with me in any way

I do not remember the username i used on the account as I logged in using my email address and I can not access the account anymore to check what it was

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Have any of your identity documents been approved during the KYC verification, or was your account blocked before the verification was finished successfully?

Has the casino provided more details regarding the breach you allegedly made?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I only played live blackjack games (how im meant to cheat in that I don't even know)

I never take any casino bonuses because i see on your reviews how often this causes players issues

I completed KYC and I was told I could now withdraw.

The casino said they believe I breached term 11.1.2: Using any system (including machines, computers, software, other automated systems such as bots, etc.) designed specifically to forecast game results, place bets, or perform any other activities that may affect game results.

However, they refused to provide any evidence or give any more detail on the matter.

I tried pointing out that this term says "using" rather than believe to be using, which would require some evidence being provided. They refused to acknowledge that statement and told me this is a message from the higher ups and that they can only relate that message across to me.

As I know that I haven't cheated in anyway shape or form, I have tried demanding evidence through their webchat and by emailing them, but I have had no response on the matter from either

Flagman have responded on askgamblers first despite me putting forward a complaint on casion guru first.

They have responded by saying:

"We have reviewed the information regarding your inquiry. Your account was blocked and the funds were deducted from the game balance by the casino administration following an investigation, and a request was also sent to the game provider, which revealed evidence of unfair play.

Accordingly, your account was blocked in accordance with Rule 11.1.2:

"The use of any systems (including machines, computers, software, or other automated systems such as bots, etc.) to predict game outcomes, place bets, or perform any other actions that may affect the result of the game."

Such activity is prohibited and considered a violation of the rules."

To help save time, please provide the evidence you are claiming to have showing that i cheated. I also requested this evidence before as can be seen in the evidence I provided, and I also asked for a data subject access request that has been completely ignored as can be seen in the evidence I provided.

Thank you very much, jamilalki02, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jamilalki02,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Flagman Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Flagman Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello dear player and Casino Guru representatives! Player's account was blocked in dues to the Rule 11.1.2:

"The use of any systems (including machines, computers, software, or other automated systems such as bots, etc.) to predict game outcomes, place bets, or perform any other actions that may affect the result of the game."

Such activity is prohibited and considered a violation of the rules."

Evidence will be sent to Kubo's Teams account.

Best regards,

Flagman Casino

So this situation happened with askgamblers where flagman claim to have evidence that I have cheated, and whilst doing this they are sharing reports with other companies with my personal data on, and they are refusing to provide me with this data, despite it being my money they are trying to keep. What ever this "evidence" is (it will not be evidence of anything because I know I have not cheated) I deserve to see and by law you cannot be passing details about me to other people without also providing it to me. Flagman also only have 3 days left to provide this via my GDPR request which was made to them by email on 28/08/2025 until I raise this data breach with the IMY. Hopefully Casino Guru do the right thing and share my data with me to avoid exposing any corruption on their side. One thing is for sure: I am not just going to sit here quietly whilst you steal thousands from me without even communicating with me. If needed you will be taken to court and we can settle this debate then.

Please also note to casino guru, if flagman provide you a document with my data on, I will also be demanding this data from you, and failure to provide it will also see a case opened against yourselves to the IMY along with legal action being taken if neccassary

Dear jamilalki02,

I can confirm that I have received some initial information regarding your case from the casino. This information is currently under review and requires further clarification. I am still in communication with the casino representative and will let you know about any updates as soon as they become available.

Regarding your latest message, please note that the casino is not obliged to share all results and reports from their internal investigation with players. Such data does not form part of your personal information - it belongs to the casino’s internal procedures. For strategic and security reasons, this information is typically not disclosed directly to players. In some cases, casinos may share parts of it with us to assist in the resolution process, but we also respect their confidentiality policies and are not in a position to pass this data on to you.

We are trying to help you with your issue, therefore I find your threats to escalate our data handling to authorities and courts somewhat unusual. If you do not wish us to handle your data, please let me know, and we will no longer engage in this matter.

Thank you for your understanding.

You have misused the word "threat". I believe you are incorrect about the casinos ability to steal my money from me without providing me any evidence, and I also do not believe anyone has the right to send my data to third parties without my permission, and I also do not believe that I do not have a right to access my data.

Either way it has become clear by your desire to operate this way that you have a bias towards protecting the casino, which you should be ashamed of.

I also know 1million% that I have not cheated and anything provided by the casino will not be evidence and at the most could be a suggestion of a possibility that I have cheated because I haven't cheated in any way. This would not be enough to steal my money.

Please do let me know if you intend to continue to have a bias towards the casino?

Dear jamilalki02,

Once again, please note that the casino’s internal data does not constitute your personal information, and therefore the casino is under no obligation to share it with you. Since you are completely certain of your position, I will not attempt to persuade you otherwise.

It is unclear what your intentions are on our platform. Our purpose is to assist players with legitimate concerns, but your recent messages appear focused on criticizing our work and dictating how we should handle your case. Unfortunately, that is not how this platform operates.

Regarding your concern about our receipt of your data, by submitting a complaint on our platform you granted us permission to obtain and review relevant information, as stated in Section 4.3 of our Terms of Use:

4.3. By submitting a complaint to the Website, the User authorizes us to request and/or receive from the affected online gambling operator any and all information related to the User‘s casino account, registered details, gambling logs and activity and/or any other information which could help to identify the issue in completeness and come up with a justified and fair decision.

We are not obliged to share any internal casino records provided to us during the review process.

The casino has submitted evidence indicating that you used software for card counting, which constitutes a direct breach of its Terms & Conditions and is considered fraudulent behavior. Accordingly, we are unable to assist further, and I must reject your complaint as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo