Flaming Casino - プレイヤーの撤退は遅れています。

Hello, I won around €29,000 yesterday and today.

Support told me yesterday I'm verified, withdrawals take 48 hours. I have that in writing.

Today I suddenly couldn't log in anymore, the support says for reasons of player protection.

What can I do to get my money?

Hallo, ich hatte gestern und heute zirka 29.000€ gewonnen.

Der Support sagte mir gestern, ich bin verifiziert die Auszahlungen dauern 48 Stunden. Das habe ich schriftlich.

Heute konnte ich mich plötzlich nicht mehr anmelden, der Support sagt aus Spielerschutz Gründen.

Was kann ich tun um an mein Geld zu kommen?

Dear Tobias,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

It is a little strange that your account has been closed, but since the casino informed you that your withdrawals will be processed anyway, let's give it the benefit of the doubt and wait for a little bit longer. We will keep this complaint open, and if there is no development within the next 12 days, we will intervene. Please keep us updated and let us know in case there is anything new.

Thank you for your understanding.

Best regards,

Kristina

Hello the casino canceled the winnings

Hallo das Casino hat die Gewinne storniert

Thank you for your reply, Tobias. Has the casino informed you of the reason for the cancellation of your winnings? Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Yes, I will email you the entire process

Ja ich sende dir den gesamten verlauf per email

Thank you very much Tobias for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Tobias!

From now on, I will take care of your complaint. In order to proceed, I am now going to contact the representatives of Flaming Casino and invite them into this complaint's thread to help us with resolving the issue.

Okay I got it

Okay alles klar

Dear Tobias,

We are engaged in the discussion with the casino's representatives about this case, however there are still a few things that need to be discussed. Once we will be able to gather all the necessary information, I will inform you.

Hello

thank you very much I hope you can help me.

we have a disabled daughter at home and the money would help us a lot

Hallo

vielen Dank ich hoffe sie können mir helfen.

wir haben eine behinderte Tochter zu Hause und das Geld würde uns super helfen

Dear Tobias,

Unfortunately, according to the casino's claims the issue is already closed on their end and they have already explained the situation in full to you. When we were asking them to provide us with some kind of relevant evidence regarding the situation, the casino refused to cooperate with us on further resolution of this case.

Since the casino is licensed by MGA license, there are a few options we can recommend you to use, since the mediation of this particular complaint was unsuccessful.

The casino's approved alternative dispute resolution entity is EADR (https://eadr.org/) according to their terms and conditions. I would like to strongly suggest you to raise the complaint to this organization, as the casino is bound by license to cooperate on solving disputes with them. Moreover, we would like to kindly ask you to inform us about the process.

In the meantime we will close this complaint as unresolved, with classification 'waiting for regulator decision' which will not have any negative impact until we receive the information about the outcome of the process.

In case of any questions or further assistance with raising the complaint, please do not hesitate to contact me via my email address: 'martin.d@casino.guru'.

We have been presented with the decision of EADR entity for this case by the player. Since EADR is an approved dispute resolution entity of the casino and is fully certified to do the proper job in terms investigation we are also obligated to respect outcome such as the one we have been presented in this case.

All the relevant subjects of the issue were explained in detailed manner, making us to better understand the situation. As per our review of this decision, we have decided to fully respect it.

The complaint's status have been updated to reflect the outcome.