HomeComplaintsFlaming Casino - Player’s withdrawal has been delayed.

Flaming Casino - Player’s withdrawal has been delayed.

Amount: €29,000

Flaming Casino
Safety Index:Above average
Submitted: 15 Feb 2022 | Case closed : 28 Jul 2022
Case closed Our verdict

Regulator: Casino was right

REJECTED

Case summary

2 years ago

The player from Germany requested multiple withdrawals a few days ago, but they have been pending since. The casino closed the player's account in the meantime. The casino refused to cooperate with us on resolving the issue, therefore we have recommended the player to contact the casino's approved ADR and we will be waiting for the decision. After several months, the player reached out to us and shared the decision of the ADR entity and we have decided to respect it, hence the complaint is now rejected.

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2 years ago
Translation

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Hello, I won around €29,000 yesterday and today.

Support told me yesterday I'm verified, withdrawals take 48 hours. I have that in writing.

Today I suddenly couldn't log in anymore, the support says for reasons of player protection.


What can I do to get my money?

Automatic translation:
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2 years ago

Dear Tobias,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

It is a little strange that your account has been closed, but since the casino informed you that your withdrawals will be processed anyway, let's give it the benefit of the doubt and wait for a little bit longer. We will keep this complaint open, and if there is no development within the next 12 days, we will intervene. Please keep us updated and let us know in case there is anything new.

Thank you for your understanding.

Best regards,

Kristina

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2 years ago
Translation

Hello the casino canceled the winnings

Automatic translation:
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2 years ago

Thank you for your reply, Tobias. Has the casino informed you of the reason for the cancellation of your winnings? Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru?

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2 years ago
Translation

Yes, I will email you the entire process

Automatic translation:
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2 years ago

Thank you very much Tobias for your reply. I will now transfer your complaint to my colleague Martin (martin.d@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 soon.

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2 years ago

Hello Tobias!


From now on, I will take care of your complaint. In order to proceed, I am now going to contact the representatives of Flaming Casino and invite them into this complaint's thread to help us with resolving the issue.

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2 years ago
Translation

Okay I got it

Automatic translation:
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2 years ago

Dear Tobias,


We are engaged in the discussion with the casino's representatives about this case, however there are still a few things that need to be discussed. Once we will be able to gather all the necessary information, I will inform you.

Edited by a Casino Guru admin
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2 years ago
Translation

Hello


thank you very much I hope you can help me.


we have a disabled daughter at home and the money would help us a lot

Automatic translation:
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2 years ago

Dear Tobias,


Unfortunately, according to the casino's claims the issue is already closed on their end and they have already explained the situation in full to you. When we were asking them to provide us with some kind of relevant evidence regarding the situation, the casino refused to cooperate with us on further resolution of this case.

Since the casino is licensed by MGA license, there are a few options we can recommend you to use, since the mediation of this particular complaint was unsuccessful.

The casino's approved alternative dispute resolution entity is EADR (https://eadr.org/) according to their terms and conditions. I would like to strongly suggest you to raise the complaint to this organization, as the casino is bound by license to cooperate on solving disputes with them. Moreover, we would like to kindly ask you to inform us about the process.

In the meantime we will close this complaint as unresolved, with classification 'waiting for regulator decision' which will not have any negative impact until we receive the information about the outcome of the process.

In case of any questions or further assistance with raising the complaint, please do not hesitate to contact me via my email address: 'martin.d@casino.guru'.

Edited by a Casino Guru admin
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2 years ago

We have been presented with the decision of EADR entity for this case by the player. Since EADR is an approved dispute resolution entity of the casino and is fully certified to do the proper job in terms investigation we are also obligated to respect outcome such as the one we have been presented in this case.

All the relevant subjects of the issue were explained in detailed manner, making us to better understand the situation. As per our review of this decision, we have decided to fully respect it.

The complaint's status have been updated to reflect the outcome.

Edited by a Casino Guru admin
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