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I am filing a complaint against Flagman Casino for confiscating 17,000 EUR of my winnings.

During my session, I played various providers and gradually increased my stakes. I reached a balance where I requested two separate withdrawals of 2,000 EUR each. Both were approved and paid by the casino.

I continued playing Lucky Joker 20 Extra Gifts by Amatic with high stakes of 48 EUR per spin. I have photographic evidence of these stakes and the resulting winnings (approx. 1,000-2,000 EUR per spin), which shows a normal win-to-bet ratio (approx. 20x-40x). This clearly contradicts the casino's claim of a "technical error" where prizes were allegedly paid out too frequently. My total balance reached 21,000 EUR, but after the initial 4,000 EUR was paid, the casino blocked my account and voided the remaining 17,000 EUR.

The casino claims an "Amatic provider error," but they have provided no official documentation. Furthermore, they have removed the game from my history, showing it as "not available." I believe the casino is acting in bad faith to avoid paying a large win to a high-stakes player.

Note: I have more evidence, including emails and additional game history screenshots showing consistent stakes and winnings. I can provide these as soon as a moderator is assigned to this case.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Flagman Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently blocked, or is it accessible to you?
• Have you completed account verification in the casino?
• Have you made previous payouts from the casino before the incident?
• Could you please share with me your communication with the casino regarding the specifics of the error that originates with a particular provider you received? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas.

Thank you for taking my case. Here are the answers to your questions:

Account Status: I can still log into my account, but my balance is now 0. The remaining 17,000 EUR has been removed by the casino.

Verification: Yes, I have completed the full verification process (KYC). My account was fully verified before this incident.

Previous Payouts: Yes, during this exact session I made two separate withdrawals of 2,000 EUR each (total 4,000 EUR). Both were 

successfully approved and paid out by the casino to my bank account.

Communication: I have emails from the casino support mentioning the "technical error" from Amatic. I will upload the screenshots here and also send them to your email.

I would also like to emphasize that I was playing with high stakes (48 EUR per spin) and the win multiplier was only about 430x, which is standard for this game. I will attach the screenshots of my high-stakes spins and the partial payout confirmation as well.

Best regards.

Dear Eriks1994,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Eriks1994,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Flagman Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Flagman Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Kubo,

The funds were debited in accordance with paragraphs 15.1, 15.2 of Terms and Conditions. We've sent you an email to jakub.m@casino.guru.

Best regards,

Flagman Casino

Dear Flagman Casino,

Thank you for sharing the important information and evidence related to this case.

Dear Eriks1994,

Regrettably, the casino has provided definitive evidence concerning the occurrence of the issue between April 17 and April 18, 2026. The details shared are highly confidential and internal; therefore, neither the casino nor our organization can disclose this information publicly. However, the glitch has been made public, and you can refer to the following link for more details: https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/.

Unfortunately, in this instance, we are unable to assist with refunding the winnings acquired during the slot breach, as such circumstances are not typical.

Thank you for your understanding, and I genuinely apologize that we could not provide a more favorable outcome. If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Center. We are always here to support you.

Best regards,

Kubo