The player from Germany is experiencing difficulties withdrawing his winnings. The complaint was closed as 'unresolved' as there was no reply from the casino.
FlipperFlip Casino - Player’s struggling to withdraw his winnings.
Black points: 1142
Amount: €6,000
FlipperFlip Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I can have exactly the same problem as Mr Austria has already made known here. I can still log in but cannot access anything else and my 6000 € will not be paid out either. My emails have not been answered for over two weeks
Automatic translation:
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2 years ago
Dear Sebastian,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been informed why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Yes, my account has already been verified. 4000 have already been paid out to me, but now I can only log in but no longer play, I don't see any more money and I don't get an answer. And I was not told why my winnings are no longer being paid out. Two weeks ago you had exactly the same case with a player from Austria. With me everything is exactly the same as with him
Edited
Automatic translation:
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2 years ago
Do you refer to the following case (here)? Was the payout of €4,000 part of your €6,000 withdrawal or a separate one? Is the entire amount of €6,000 still held by the casino? Thank you.
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2 years ago
Translation
No, the 4000 are not part of the six, 10,000 of which 4 were paid out to me and 6000 are still open. But when I log in, I only see an open payout over 2000 that I could cancel, but when I click on it it says it seems you are not logged in again
Automatic translation:
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2 years ago
Could you please advise how many days ago you've requested the withdrawal of €6,000?
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2 years ago
Thank you very much, Sebastian, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Sebastian,
I have reviewed your case and understand the situation. I will contact the casino to see if I can help.
We would like to ask FlipperFlip Casino to join the conversation and participate in the resolution of this complaint.
FlipperFlip, could you provide us with some insight into the problems the player is experiencing?
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2 years ago
We would like to ask FlipperFlip Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Translation
What do I do if the casino does not respond again within this period?
Automatic translation:
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2 years ago
Hello Sebastian,
If the casino fails to respond we will close this complaint as unresolved and it will have a negative effect on the casino's rating.
If that happens, I would suggest you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them.
It's a good licensing authority and has better options and tools to help players.
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2 years ago
Dear Sebastian,
I tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system.
I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend that you contact the Malta Gaming Authority as mentioned above. Let me know how they replied (adam.m@casino.guru).
I wish I could be of more help.
Best regards
Adam
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