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Bonus Complaint Flamantis Casino confiscated money

Discussion in 'Casino Complaints - Bonus Issues' started by manio87, Sep 7, 2015.

    Sep 7, 2015
  1. manio87

    manio87 Dormant account

    Occupation:
    play
    Location:
    Poland
    Hello.
    3 days ago I deposited 10e via skrill to casino Flamantis.com . Casino instantly added me 100% first deposit bonus - 10e. I play and I won 832e on slot Twin Spin for bet 1.25e( this is screenshot You must register/login in order to see the link. ) I rollover bonus + deposit max per stake 2.5e. In night 04.06 I withdraw money from my account. Next day I login to my account and I see that my payment was canceled and returned to my account - 800euro. I turned on LiveChat support and Gustav from support wrote me this.

    Chat transcript__ from 09/05/2015
    Mariusz (09:14:42): Hello.
    Yesterday I deposited first time to casino and I withdraw money from account.
    Today I login to my account and I dont have pending cashout? Why my withdraw have been cancelled?
    Gustav (09:19:29): Let me please check this Smile
    Mariusz (09:19:34): Ok.
    Gustav (09:21:00): Unfortunately there is no note assign to your rollback, however 99% of the cancelations are die a KYC need
    Mariusz (09:21:28): Where I can send documents?
    Gustav (09:21:48): Please send us the following documents (one from each category) to This email is not visible to you. :

    1. Personal verification: -
    Passport copy or
    Driving license or
    National ID card
    2. Address verification (not more than 3 months old):-
    Utility bill or
    Bank statement or
    Tax bill.
    3. Payment verification:-
    Screenshot of the Neteller account where ID number and personal details are displayed.

    Thank you in advance!
    Mariusz (09:22:26): Ok.
    Mariusz (09:23:11): Thank You.
    Mariusz (09:23:27): Bye

    I sending documets to support and I started play on slots. When I have in balance 649.67euro Sopport confiscated my money from my account - 639.67e and left me on cashier 10e my deposit.Again I turned on LiveChat And Gustav tell me this :

    Hi Mariusz,

    We are sending you the chat transcript__ you requested.

    Chat transcript__ from 09/05/2015
    Mariusz (11:37:52): Why. I have only 10e on my account?
    Mariusz (11:38:18): Why money from my account been confiscated?
    Gustav (11:39:30): Breach of bonus T&C
    Mariusz (11:39:57): Yes. I read T&C
    Gustav (11:40:02): This is what I see from our system, please give me a minute, so I can advise with a representative from our bonus department
    Gustav (11:40:36): Most likely you placed a bet with stake higher than 6 EUR, what is against the terms
    Gustav (11:40:44): anyway, please wait till I check
    Mariusz (11:41:16): Yesterday I play mac 2.5e per stake
    Mariusz (11:41:21): mx.
    Mariusz (11:41:24): max.
    Mariusz (11:42:44): I have screenshot my winning on twin spin slot 1.25e
    Mariusz (11:42:58): and I win 832e
    Mariusz (11:44:03): i clear bonus and few minutes ago i play again 4.5e per stake on dead or alive
    Mariusz (11:44:33): I play in a lot of casinos and I never had problems
    Mariusz (11:46:08): Please look my account history.
    Mariusz (11:46:21): and bets history
    Mariusz (11:49:02): First Support in night rollback my withdraw from casino next confiscated money........
    Mariusz (11:51:52): This casino is from EveryMatrix group. I play in jetbull. 24hcasino and more casinos and I never have problems.
    Gustav (11:53:34): In fact I'm chatting now with a representative from EveryMatrix, plrase wait till I have an answer
    Mariusz (11:54:11): Ok.
    Mariusz (11:55:53): I have more withdraws and a lot of deposits from this group.
    Gustav (12:04:36): Ok, I ordered an investigating about your case and as soonest I have a reply from them will contact you by mail Smile
    Mariusz (12:06:50): Ok. If the case does not come out well for me i Write screenshots and transcript__s to xxxx and casinomeister. Bye.

    Today He told me this :
    Hi Mariusz,

    We are sending you the chat transcript__ you requested.

    Chat transcript__ from 09/06/2015
    Mariusz (13:54:48): I would like to ask if you know anything about my case - yesterdays confiscated money from my account
    Mariusz (13:55:17): Hello.
    Gustav (13:55:28): Hi Mariusz
    Mariusz (13:55:51): Do You can check this for me?
    Gustav (13:56:11): Yes, I just received an explanation from our relevant department about your case
    Gustav (13:57:06): Your winnings has been generated by your free spins and since the maximum cash out is 50 EUR the rest of your winnings has been rejected
    Mariusz (13:57:22): What?
    Mariusz (13:57:32): I play for first deposit bonus.
    Mariusz (13:57:53): 100% first deposit bonus, I not played free spins
    Gustav (13:57:59): You also received our 50 FS on top of this bonus, looks like you played them first
    Mariusz (13:58:32): I never played any no deposit bonus on tjis casino.
    Mariusz (13:58:41): sorry* this
    Gustav (13:59:00): Is not about no deposit - You must register/login in order to see the link.
    Gustav (13:59:13): 50 FS were added to your account
    Gustav (13:59:21): on top of your welcome bonus
    Mariusz (13:59:45): 3. Deposits of at least £$€ 50 or more, qualify for the extra 50 free spins bonus.
    Gustav (13:59:48): And according your gaming logs you were playing them first
    Mariusz (14:00:49): I deposited 10e via skrill and I used first deposit bonus. This bonus I have Instantly
    Gustav (14:01:02): Yes, I know that rule, however from time to time my colleagues (even me sometimes) are making exceptions..
    Mariusz (14:01:17): I didnt play any free spins.
    Gustav (14:01:25): According your logs you did :)
    Mariusz (14:04:49): I do not want to let discuss with you. The case I make to MGA and askgamblers. I didnt play any free spins. I only played with my 10e deposit + 100% deposit bonus . I dont play any free spins and Support not added this free spins for me
    Gustav (14:05:14): Is your right to get it further, however as I said everything is legal - is vissible on your playing logs and statistic
    Mariusz (14:05:27): Ok.
    Gustav (14:06:12): Unfortunately this is all what I can do for you at this stage
    Mariusz (14:06:50): Yesteday I play max bet 6e for spin and Today I play 50FS for deposit 50e and more lol
    Mariusz (14:07:22): it is impossible
    Gustav (14:07:44): This was just a suggestion yesterday as I told you this was one of the most usuall mistakes what cost the payers bonuses, as I told you I requested an investigation to our relevant department and I got back to you their answer
    Mariusz (14:07:59): Ok. Maybe xxxx and MGA help me.
    Mariusz (14:08:03): goodBye

    I never played max bets per stake 6e and more on this casino and Support never added me any free spins to my account, This is impossible. I respect the rules T&C on this casino and they are trying to deceive me
    Please help me on this case.
    Marius.
     
    2 people like this.
  2. Sep 7, 2015
  3. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    Terrible story. I must admit I also deposited $10 and received the 100% bonus. I made sure while chatting with the same Gustav that I would not play the fs as part of the package (which would be credited some 2 hours later)... although I did not know at the time that they came with a max cashout restriction. Rogue behaviour, where is this mentioned in the T&Cs? Did not see it... but most importantly, they claim you did play the fs, whilst you did not!
     
    1 person likes this.
  4. Sep 7, 2015
  5. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    There has been load of complaints about this casino, Did you receive fee spins when signed up, I know the max cash out from free spins is 50, But you made a deposit so even if you did take some free spins on sign up than it should not matter, UNLESS you took free spins and did not 0 out before a deposit,

    Flamantis Casino confiscated money: Captu.JPG,Sep 7, 2015
     
    1 person likes this.
  6. Sep 7, 2015
  7. manio87

    manio87 Dormant account

    Occupation:
    play
    Location:
    Poland
    I dont play any free spins( this is the best)This is a lie from casino would not pay me the money.
    Very sick story.
     
    2 people like this.
  8. Sep 8, 2015
  9. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    EveryMatrix again. Why do people still use them when we hear so many complaints against them and their operators, I closed (not SE) mine a few weeks ago when all the issues started happening.

    They even say "Mariusz (13:59:45): 3. Deposits of at least £$€ 50 or more, qualify for the extra 50 free spins bonus." you only deposited €10 so shouldn't have got the free spins

    They then say "Gustav (14:01:02): Yes, I know that rule, however from time to time my colleagues (even me sometimes) are making exceptions.."

    So they can make an exception that ends up giving a player a maximum cashout that they weren't aware of. Do they sneak these free spins in when a player is winning? were these sneaked in after the original withdrawal was returned to the account while they were doing KYC?

    Manio87, ask them what time you played the free spins and see if it was after the withdrawal was cancelled? don't just take their word get a screenshot from the back office.

    Also just thought that if you deposit €100 and use the free spins the max you can withdraw is €50, if that is correct then it is ridiculous. EDIT: I have just looked on the website and can see no mention at all of a €50 max cashout for free spins so that appears to have been made up.
     
    2 people like this.
  10. Sep 8, 2015
  11. homerbert

    homerbert I-Gaming Industry Representative webby

    Occupation:
    nothing :)
    Location:
    middle of Europe!
    Everymatrix now giving software to anyone, even idiots from nowhere? I am not surprised.
    Absolutely awesome example 'how ruin good business within short time'. Everymatrix reputation destroyed by such idiots, and i have no idea what can return their reputation. Of course there is couple of awesome casinos with EM software(like casinoluck/nextcasino and couple more). And also dozens of bad casinos like slotobank, flamantis.

    EM managers seems don't care about everything like that. I don't know. I believe someone like Mister Meister himself should somehow meet EM OWNER, and describe him what's going on. It is just crazy, EM should come in right now and do something.

    Anyway, i hope more casinos from Ben and his icloud will pop up soon. This guys know what to do, and will not allow shit like that. Gogo Ben!
     
    2 people like this.
  12. Sep 8, 2015
  13. hedgehok

    hedgehok Meister Member mm3

    Occupation:
    self-employed
    Location:
    Germany
    Though I share some resentments against EM there are still very reputable operators around (Casinoluck, Thrills) so it's not just them. It's the very unprofessional behavior of the chat-agent. A sentence like "Yes, I know that rule, however from time to time my colleagues (even me sometimes) are making exceptions.." is so blatantly amateurish. :rolleyes:

    Rules are rules so stick to them - the OP did not violate any terms so he should be paid. The free-spins bollocks is nonsense, he made a deposit so it's part of the welcome package with no max-withdrawal restrictions. That's a common rule - everything else is just roguish behavior.

    It's a brand-new casino so i recommend to PAB (Pitch a bitch) the casino here: http://www.casinomeister.com/problems.php
    Don't post any more details since it might jeopardize your PAB.

    You might have some chances to get your money, otherwise they will be officially flagged as rogue by Casinomeister.
     
  14. Sep 8, 2015
  15. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    Second thread about this casino in a week, stay away!
     
  16. Sep 8, 2015
  17. manio87

    manio87 Dormant account

    Occupation:
    play
    Location:
    Poland
    Thanks for post quber :)

    Todays LC transcript :

    Chat transcript_ from 09/08/2015
    Georg (19:59:32): May you provide me with your username, please?
    Mariusz (19:59:39): Hello.
    Mariusz (19:59:44): user: xxxx
    Mariusz (20:00:04): I would like to ask if you know anything about my case?
    Georg (20:00:15): Checking
    Mariusz (20:00:44): My account have been verified?
    Georg (20:03:44): Your money were taken for your account due to the fact that this winnings were made by the free spins
    Georg (20:04:02): Please notice that the maximum cash out of the free spin is 50EUR
    Mariusz (20:04:23): On what time I play this free spins?
    Mariusz (20:06:01): Please give me date and time when I play these free spins
    Georg (20:06:19): Checking
    Mariusz (20:14:28): and?
    Georg (20:16:03): There are a lot of rounds which I need to check is it possible for me to send you the answer to your email in a few hours :)
    Mariusz (20:17:32): next lie from support. I waiting for any mail from support 4days. :)
    Georg (20:19:09): I can ensure you that you will receive the explanation if a few hours I will check this now
    Mariusz (20:21:56): I send 2 days ago a message about my case to MGA. Not so nice to cheat players.
    Mariusz (20:24:47): I have evidences that I was deceived
    Georg (20:24:51): We are not cheating there is no point in such behavior from our side. As soon as I found the reason I will get in touch with you
    Mariusz (20:26:02): I never play in this casino max bet per stake over 6e and I never receive any free spins. I only receive first deposit bonus. This is problem.
    Mariusz (20:26:50): Ok. I waiting for message. Bye
     
    1 person likes this.
  18. Sep 9, 2015
  19. manio87

    manio87 Dormant account

    Occupation:
    play
    Location:
    Poland
    Good Message from support

    Hi ,

    Due to system error your winning were deducted. Our apologize for any inconvenience.

    Sincerely,
    Georg

    My winnings are back to my account . I wait for cashout.:)
     
  20. Sep 9, 2015
  21. PankkiRikki

    PankkiRikki Full Member

    Occupation:
    Marketing
    Location:
    Fin
    system error... = probably saw this thread :D
     
    4 people like this.
  22. Sep 10, 2015
  23. smokeeye

    smokeeye Experienced Member

    Occupation:
    Salesman
    Location:
    Norway
    Or that he (OP) actually asked for more proof rather than just going for their word - "You played the freespins.." -.
     
  24. Sep 12, 2015
  25. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I thought I was bad at typing, Check the header in email :eek:

    Flamantis Casino confiscated money: ee.JPG,Sep 12, 2015
     
  26. Sep 12, 2015
  27. manio87

    manio87 Dormant account

    Occupation:
    play
    Location:
    Poland
    My case have been finished. 2 days ago casino withdraw me money,:eek:
     

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