The player from Germany has been accused of breaching the bonus T&Cs. The complaint was rejected because the player didn't respond to our messages and questions.
Flaming Casino - Player's winnings have been confiscated.
Amount: €4,500
Flaming Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hi. I signed up at Flaming Casino. I then made a deposit with a bonus. And this completely playful. After that I deposited 3 x 100 euros without a bonus and then won around 10000 euros. Of these 10,000 I wanted to withdraw 3,500 and this withdrawal has now been rejected because I allegedly violated the bonus terms and conditions. I didn't have any bonus at that time since I had already paid in three times.
Can you help me?
Kind regards
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1 year ago
Dear Tevon2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how much money you accumulated with the deposit bonus? How much money is currently in your casino account? Was the bonus fully wagered when you made those three deposits?
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,
Kristina
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1 year ago
Translation
Hi. I got the bonus but then used it up completely. After that I made three fresh deposits without a bonus. So I didn't have a bonus anymore when I won the sum.
The casino canceled all my money but 100 euros.
Mfg PW
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1 year ago
Thank you for your reply, Tevon2. Do I understand correctly that you had €0 balance in your account when you made those deposits? Could you please advise if the dispute value (€4,500) is correct? Based on your message and provided screenshots it seems that the correct value should be €3,500.
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
The balance was so low that I could not do any more spins.
Yes, the payouts were 3500 and I still had 1000 euros on the account.
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1 year ago
Translation
Please let the case rest for a moment, I'm currently in conversation with the casino again.
Many Thanks. I'll report if I know anything new
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1 year ago
Tevon2, has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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1 year ago
Translation
The talks broke off again. The casino continues to refuse
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1 year ago
Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
