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Very complicated and unclear bonus rules. When I tried to withdraw my winnings I heard nothing from casino. Upon chasing up the matter via chat function on the site they re-send me an email saying ‘

Our promotion and bonus control team have checked your play history upon your withdrawal request. You had first deposit bonus active when you played One Touch - Wheel of fortune, which is restricted during bonus. Your starting balance was 51.78£ When you started paying of this game. All net win accumulated by and after this game is cut off from your balance. All bets made on and after this game are not counted towards wagering requirement.

Please follow bonus rules and do not violate again.’ Such rules were never clear and I only received this email after chasing it up, not then casino said it has been sent. Regardless, I should have been informed immediately that I had violated bonus rules, not after depositing a further approx £300! I never had any chance of being able to withdraw my winnings. Had I have known this I would have left the site immediately. I think this casino is a scam. This same situation must happen to lots of people. The matter definitely needs investigating please.

Dear Jemma,

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

Dear Jemma,

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 rejecting 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.