Flagman Casino - Povlačenje igrača je odloženo i zamrznuto.

Hello,since sunday i havent been able to withdraw money, i registered sunday 4.01, right after verified my account (also im member at most of this groups casinos,everywhere clear and no problem).

With my second deposit i was a bit lucky and got up to 2k,of course many many unlucky times come when i tried to withdraw money (1.6k), there was glitch from casino side about unfinished bets,ok in monday they sorted it and send to me email that now there is no problems and i can withdraw my wins, i was down to 1k and stoped there. Requested withdrawal and now they again froze my withdrawal since monday for some "extra verification", then they said they need to check my winnings etc, no clear answer,no request for another document or anything..just froze my withdrawal and thats all. I won with cash!

This group always pay within one hour to ewallet thats why i come here with complain,more looks like they dont want to pay because there is problem after problem!

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,thanks for answer,so today i got email,that my account has been blocked and funds has been debited from my account because i didnt follow rules. No explanation,nothing. Thats mean they stole also my deposit. Ive no idea on which point they did that,because i played with cash balance!

So,one more update, they closes all of my accounts at galaktika, so they just sent to me answer, i added attachment, So it turns out that I use fast games, so I cheat because I make a lot of bets in a short time. BUT they themselves offer in pragmatic games fast autoplay, and i always used this,because its MUCH faster. I definelly dont see this fair. I used method they allowed in games and because of this i broke rules, sorry but i dont see anything right here. This is definelly cheating from theyr side,because im sure a lot of people use that fast autoplay and thats mean they cheat with casino help!

I can not add the video i took from pragmatic play, when u press on autoplay ,there is option hyperplay, so they call it cheating because i use hyperplay whick they themselves offer..im really shocked about this and surprised how its possible to break rules..

Thank you for your replies.

Based on the screenshots you provided, it appears that your account at Flagman Casino was blocked due to all of your accounts within the Galaktika N.V. group being blocked as well. To help us better understand the situation, could you please clarify the following:

• Did you play the same games at all casinos belonging to this group?
• Has the casino explicitly stated that the closure of your account and the confiscation of your winnings were related to so-called "fast play"?
• Did you use any software, scripts, bots, or other computer-assisted tools while playing at any casinos operated by Galaktika N.V.?

Hello,yes exactly,all of my accounts were closed.

Answers:

1. Yes most of times i always play the same games!

2. No,they said i violated rules under 11.2,thats mean i play too fast,too many spins in a short time. And i know thats mean pragmatic play hyperspins.

3.i NEVER used anything like that. And im pretty sure that it is possible to track it that i never used any program,i just used pragmatic play fast autoplay option!

There is no rules that i cant use fast autoplay. So they can simple stole mkney from everyone who play fast autoplay.

So at the end. It can be checked that i never used any program, more i think its because lately i were enought lucky to cashout some grat wins (200-1000€) for little deposits (10-100€), till my wins were under 1000€ there was no problems (once was deelay for 700€,as they told me that they need something double check,but they paid), so now i won over 1k and they wont pay.

Dear Sanncchh

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, Martin (martin.l@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,

Veronika

Hello Sanncchh,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Flagman Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Is there a specific issue with a player using autoplay as a built-in feature? Are there any other breaches of terms you have observed?

Thank you in advance for providing us with your view of the issue.

Hello, dear player and Casino Guru representatives. We ask you to increase the response timer, as we are still waiting for details about the player's lockdown. Thanks in advance.

Best regards,

Flagman Casino

Dear casino representative,

thank you for letting us know, the timer will be extended. Can you please give us an approximate timeframe in which you will be able to issue a response?

Hello,

Information on a player case has been sent ot martin.l@casino.guru.

Best regards,

Flagman Casino

Dear casino representative,

thank you for your message, I have issued a response.

Dear Martin,

Please check our recent reply via email.

Best regards,

Flagman Casino

Dear casino representative,

thank you for your response, I have sent you an email.

Hello, Thank you for the cooperation from both sides! I would be very grateful if I could also receive some message to understand why the casino acted in such an unfair way.

Hello, dear player and Casino Guru representatives!

After an additional internal review, we confirm that the final restriction on the player’s account was not related to the autoplay / "fast play" feature discussed earlier in the thread. The permanent block was initiated by our payment aggregator following their independent compliance/AML review.

According to the information provided to us by the payment aggregator, the player was requested to provide Source of Funds (SoF) information and did not complete this request. Based on this, the payment aggregator applied a permanent restriction in line with their AML and compliance procedures. As this decision was made by the payment aggregator under their policies, we are not able to override or reverse it from our side.

In addition, please note that our own AML/compliance standards are also strict, and we do not cancel or bypass restrictions applied due to unmet AML/SoF requirements. Therefore, we cannot reverse this decision.

Please also note that we do not have access to the payment aggregator’s internal investigation materials (supporting evidence, internal reports, or reason codes). Therefore, we cannot provide additional documents beyond the final outcome communicated to us.

We have shared the case details with Martin via email, as requested.

Best regards,

Flagman Casino

It’s strange — I was NEVER asked to provide any documents at all. My total deposits don’t even come close to amounts that would require such information. And EVEN IF I were asked, I can PROVE everything, because like a normal person I work and have income!

Several times I asked in the chat WHERE the problem was, and not once was I asked for any additional documents.

Furthermore, as I attached in the screenshot, you blocked my account for a COMPLETELY DIFFERENT REASON.

Why is there now a new mysterious reason, and where did it come from?

What is clear is that this is total fraud and lies!

I am a self-employed person with sufficiently high income — I can perfectly show and prove that!

Only… no one has even asked for it 😀

Dear casino representative,

Thank you for the explanation. However, at this point we’re unable to move forward without any concrete evidence.

If the restriction truly originated from the payment aggregator due to unmet SoF requirements, we would need to see at least some confirmation that the player was actually asked to provide such information. Alternatively, would you be able to share the exact report (with any strictly confidential information blacked out) with us?

Without verifiable evidence showing that the player was contacted or failed to comply, we can’t assess or close the case on an evidence-based level.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Martin,

Please check our recent reply via email.

Best regards,

Flagman Casino

Dear casino representative,

thank you for your response, I have sent you an email.

Hi Martin,

We've sent you an email.

Best regards,

Flagman Casino

Dear Sanncchh,

thank you for your patience. Can you please give us more information about your activity in other casinos of this group? Are you able to give us more information about how many of those casinos you have played with in between 2023 and now? Have you had any specific issues during depositing and withdrawing your funds?

Hello, I have just carefully reviewed the list of all casinos in the casino group, and I have played in all of the casinos that accept players from Latvia. I have played both with large bets and small bets. I have always made deposits through Skrill. At the moment I cannot access my Skrill statement from 2023, but I believe it will not be a problem to obtain it if I submit a request. After that I took a short break and started playing more actively again last year.

Until December there were no problems because I did not really win anything. In December there was already a delay with a €700 withdrawal, but it was eventually paid after a few days of waiting. However, it should be noted that they normally process withdrawals within a maximum of 2 hours, which is also the reason why I play there.

Amounts up to €200–€300 were paid out quickly and no one had any problems. Now this was the largest amount — €1,000 — and as you can see, they have already decided not to pay it out, looking for one reason after another, which are absurd and untrue (regarding KYC). If I had not made any withdrawals for quite a long time, then December was actually quite successful, and it seems they did not like that.

Please also note that I only play in the newer Galaktika casinos, because I closed my accounts in the older ones when I took a break from playing.

In principle, I have not had problems before, except for one withdrawal that was eventually paid out.

It increasingly looks to me that the casino is trying to find reasons not to pay out, because the first reason they gave was a lie, which you already verified, and the second reason is also a lie — no one has ever requested any documents from me, so I could not have "failed" KYC or failed to prove my income. I always have all the necessary documents available.

I am quite sure that they will come up with another new reason not to pay, and I am also sure that I am not the first and will not be the last, because this clearly looks like fraud from the casino’s side. It is sad that such a large company presents itself in this way.

Dear Sanncchh,

thank you for your detailed response. I have now contacted a casino representative, asking for some more clarifications.

Dear Martin,

Please check our last reply via email.

Best regards,

Flagman Casino

Dear casino representative,

thank you for your answer, I have issued a response to your message.

Dear Sanncchh,

thank you for your patience. To update you on the current proceedings, I am now trying to establish a timeline that would help me better understand the casino's previous actions and the status of your account.

Hello!

I’m closely following the situation because the outcome is important to me as well. What is clear is that they have decided not to pay out the winnings, but I would really like this case to be reflected in their rating and for as many people as possible to be informed about it.

Because what happened to me could happen to many others! There are no reasons given and no evidence provided.

I really appreciate the time you’ve invested, and I’ll be waiting for an update. 🙂

Dear Martin,

Could you please re-send your message? We haven't received any answer yet via email.

Best regards,

Flagman Casino

Dear casino representative,

I have sent the message, please let me know whether you have received it. In case you haven't, could you please provide me with an alternative email address?

Dear Martin,

Please check our recent reply via email.

Best regards,

Flagman Casino

Dear casino representative,

I have issued a response. As things stand, we believe the player should be paid.

Dear Martin,

We have sent a response to your email. Please note that the decision regarding the player remains unchanged.

Best regards,

Flagman Casino

Dear casino representative,

I have issued a response, please let me know your decision.

Dear Sanncchh,

thank you for your patience, I believe a decision regarding this complaint will be made soon.

Dear Martin,

Please check our recent reply via email.

Best regards,

Flagman Casino