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they complained that I had accumulated winnings from slots that were not allowed during the bonuses. Slots that their system allows you to use safely at any time and from my country.

Now, after having the documents sent to me, they tell me that I have committed a fraud using those games during the bonus and they have seized a good 825 € out of 900 because of this.

I think it is unacceptable.

thanks

mi hanno contestato di avere accumulato vincite con slot non consentite durante i bonus. Slot che il loro sistema permette tranquillamente di usare in qualsiasi momento e dal mio paese.

Ora, dopo avermi fatto inviare i documenti, mi dicono che ho commesso una frode usando quei giochi durante il bonus e mi hanno sequestrato ben 825€ su 900 a causa di questo.

Penso sia inaccettabile.

grazie

Dear Giulii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://betflip.io/en-GB/home/page-control/1:

Even though I must say that the list of forbidden games for the bonus play is rather long, if you are aware of placing bets on restricted games while wagering your bonus, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to contact me you feel that you have been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

I understand, except that the bonuses cannot be refused and with a deposit of € 50 I got a bonus of € 25. This generated a wager of 45X within which I could not have any "legal" winnings in those providers; if we add that as an Italian citizen I do not have access to all providers, the picture becomes even worse.

Furthermore, now that they have made their "flat rate" from € 900 to € 75, I still do not see a valid withdrawal method from Italy.

I must point out that I have also spoken

with the chat at the beginning of the bonus activation to ask which withdrawal method I could use;

the answer was that I should have completed the bonus wagering first.

In my opinion this casino has implemented this scheme with the purpose of creating these situations slyly.

Thank you very much

Capisco, se non fosse che i Bonus non si possono rifiutare e con un deposito di 50€ ho ottenuto un bonus di 25€. Questo ha generato un wager di 45X entro al quale io non ho potuto avere vincite secondo loro "legali" in quei provider; se poi aggiungiamo che come cittadino Italiano non ho accesso a tutti i provider il quadro si fa ancora peggiore.

Inoltre ora che hanno eseguito il loro "forfait" da 900€ a 75€, ancora non vedo un metodo valido di prelievo da Italia.

Devo precisare che ho parlato inoltre

con la chat all’inizio dell’attivazione del bonus per chiedere quale metodo di prelievo avrei potuto usare;

la risposta è stata che avrei dovuto prima completare il wagering del bonus.

Secondo me questo Casino ha attuato questo schema con il proposito di creare queste situazioni furbescamente.

Molte grazie

Thank you very much, Giulii, for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance and try to help you to withdraw your remaining funds.

I wish you best of luck and hope to see your problem being resolved in the near future.

I invite you to check why all communications with the team and the entire procedure to be able to withdraw are at least suspicious.

thanks

Vi invito a verificare perchè tutte le comunicazioni con il team e tutta la procedura per poter prelevare risultano quantomeno sospetti.

grazie

Hello Giulii.

I am very sorry for a long response time, Juli cannot take care of your case, and I will be here for you.

Unfortunatelly, in cases like yours, if the player breaches any bonus condition, the casino simply reset the bonus. Some casinos let the player try the luck again but mostly not. I understand your frustration from the casino, but actually, they were acting as the should. The other details what you mentioned are mostly because this casino is not holding an official Italian license. We strongly recommend you to play only in casinos which are holding the local license:

https://casino.guru/how-to-choose-an-online-casino

Dear Giulii,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.