Flappy Casino - Player's winnings are missing after bonus completion.

Hello

I've made multiple deposits at this casino and have yet to withdraw or make any significant winnings

On the 4th of August, 2023, a casino representative named Mirko offered me a bonus through WhatsApp.

I opened my account to find a 30€ bonus with an x15 wager.

There was no maximum withdrawal limit

Not many details were provided beyond the playthrough timeframe.

I was fortunate and even had a decent winning, almost fulfilling the bonus conditions with 620€ in my account.

But after completing the bonus, 420€ disappeared from my balance

I was left with only 200€.

The game history from the 4th of August, 2023 isn't complete, and doesn't show the final part pertaining to the bonus.

I contacted the casino and spoke with Mirko about the missing 420€, which he found strange

He asked me to wait while he investigated the issue and promised to email me with a resolution. I spoke with him again yesterday through the casino chat and he changed his story, claiming the bonus had a withdrawal limit.

This isn't true.

I asked him to show me this limit.

Mirko told me he couldn't because the bonus had already been used.

What does that mean?

The casino doesn't provide a bonus history.

He hasn't been able to prove the existence of the withdrawal limit, and it's even worse that the game history isn't complete.

He told me he was going to address the issue, but as of today the game history remains the same

It is still incomplete.

This casino is not honest and took 420€ from me without cause

I will attach some screenshots for your reference.

Dear Mco00,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

1. Maximum possible withdrawal amount from the no deposit bonus: €25 / C$35 / 150R$.

1.1. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account).

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise if your withdrawal of €200 has been approved and processed already? Looking forward to hearing from you.

Best regards,

Petronela

Hello

The 200€ I ended up playing

Withdrawal is slow at the casino and I opted to play.

In other casinos I had the same bonus and withdrew my €800 winnings without any problems

No deposit bonus but don't forget that I made a lot of deposits to get this bonus

If I have never made a deposit I would understand this limit.

Once again I say that no cashout maximum was written in the bonus.

Another thing the game history for that day 04.08.2023 is not complete

Therefore, it does not allow me to prove the earnings and the withdrawal of 420€

The casino didn't tell me anything else about it.

It is not normal to have hidden game history.

Hello

It seems that the casino does not want to respond to my complaint.

Meanwhile I have news from my game history

The casino deleted my history for that day when I had €620 and took €420 from me

I have here a screenshot just taken which shows what

What I'm talking about the 04.08.2023 is not complete and advances to the 06.08.2023

what a mystery

I understand that you've made deposits previously, but for this particular bonus, no prior deposit was necessary. It was provided as complimentary funds for gameplay, part of a promotional offer by the casino. The general bonus terms distinctly outline the maximum cashout for such bonuses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Ok and the missing game history?

Still, I liked that the casino showed me the history and terms of the VIP bonus that the manager offered me

Thanks

I've already pointed out the section in the terms and conditions that explicitly outlines the maximum cashout limit for any free bonus obtained.

For a complete record of your gameplay history, please reach out to the casino directly. It's worth noting that since your extra winnings, exceeding the €200 maximum cashout, were automatically invalidated, they might not appear in your game history regardless.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.