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Casino Complaint Flamatis took my money

Discussion in 'Casino Complaints - Bonus Issues' started by FrozenFish, Dec 15, 2015.

    Dec 15, 2015
  1. FrozenFish

    FrozenFish Newbie member

    Occupation:
    Secret
    Location:
    Norway
    I have been looking for Flamatis reps. but there are none at http://www.casinomeister.com/forums/showroster.php.
    I have told customer service that I will be posting about this issue at reviewsites and other.
    I have also contacted MGA and they are investigating.

    Yesterday I deposited €50 to my account, loosing and depositing another €100. Before I deposited, I asked if there was any deposidbonus. "Ema" said no, but in a couple of hours there would be 50 freespins available. OK, cool! So I started playing Victorious. After a while I had 6000,- Norwegian kroner, about €600 in my account. At this time, the game stopped and after 10 minutes or so I could play again and my 50 freespins was there. I played them, winning €10-15 from the freespins (keep in mind that I before the FS had won €600. Continued to play after the FS and when I reached €800 I decided to try another game. When opening that game, I noticed that there was only €100 back in my account. So I contacted customer "service". What follows is the chat log. I have edited out my real name to my nick here.

    Chat transcript from 12/14/2015
    FrozenFish (22:17:40): Hello! What happend to my money? I had 8000,- NOK on my account when playing Victorious, then switching to Lights I have less than NOK 1000??
    Ema (22:18:01): Hello, thank you for contacting Flamantis support! How can I help you?
    Ema (22:18:08): May you provide me with your username, please?
    FrozenFish (22:18:13): FrozenFish
    Ema (22:19:18): Please give me a moment to check. I will do my best to help you.
    FrozenFish (22:19:31): Yes, do that!
    FrozenFish (22:30:51): Any luck figuring it out?
    Ema (22:36:23): I will escalate your request to the relevant level and will let you know via email as soon as possible.
    FrozenFish (22:37:33): Please do that! This is really not OK. There are NOK 7000,- missing from my account and I hope to see them there very soon.
    Ema (22:53:24): please be informed you bet over 6 eur and your bonus was canceled
    Ema (22:53:35): you received your deposit back
    FrozenFish (22:54:15): But... I did not get any bonus! I got 50 freespins and won just a few bucks there.
    FrozenFish (22:55:16): I had already won money when I got the freespins. This sounds like BS to me.
    Ema (23:01:12): Please be informed that the winnings from free spins also is bonus until you complete your wagering
    FrozenFish (23:01:28): The 50 freespins wagering requirements say that the winnings hae to be wagered 50 times. Thats it! So for whatever few kroner I won on the freespins, I just had to wager them... 50 times!
    Ema (23:02:01): Please be informed that the winnings from free spins also is bonus until you complete your wagering
    Ema (23:02:03): May I assist you with something else?
    FrozenFish(23:02:10): How much did I win from the freespins? NOK 100? And how much did I have before the freespins started?
    Ema (23:05:41): please be informed that max winning from free spins is 50 Euro which is about 475 NOK
    FrozenFish (23:05:51): No! You can try to get my winnings back. This is really not OK. I will send a review to netentcasino.com among other review sites. As far as I am concerned, this is a rip off and I have never, ever experienced anything like this at any other net casino.
    Ema (23:06:00): please be informed that max winning from free spins is 50 Euro which is about 475 NOK
    FrozenFish (23:07:24): Great! I did not win that much! I won about 100 from the free spin. POINT is, that I had more money in my acount before the freespins came. 6000 NOK, I think. And then won 100 from freespins and then more after that,
    FrozenFish (23:08:35): So as far as I am concerned, Flamantis have stolen about 6000 NOK from my account.
    JFrozenFish (23:11:48): Am I allowed to bet NOK 45 on Lights without loosing anything if I win?
    Ema (23:13:30): now you can play any stake which you prefer your money is at your account.
    FrozenFish (23:15:06): Please be informed that I will post reviews about this on major gambling sites. I have played for many years and really, never experienced anything like this. Thank God I did not win any jackpots.....


    END OF TRANSCRIPT.

    Well, they have in their terms that you can only win €50 from freespins (I won €15 max) and then turn them over 50 times. I will give them that AND even say byebye to the €200 I won after the freespins. But the €600 I won BEFORE any FS is my winnings from my deposit - and NO bonus.

    I noticed that there was an older thread about Flamatis, but did not want to hijack that one.

    Anyone have a view on this? I say "theft" and you?
     
    1 person likes this.
  2. Dec 15, 2015
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Hi Fish and welcome to the best gaming forum on the planet :D

    Once you accepted and played the FS you are bound by their bonus rules, which is max. bet 6$. Also the bonus get's added to your real funds which are now as well bonus funds until you have completed the wagering (50x in this case).

    Because you placed bets higher than the max 6$ they voided all your winnings, which seems unfair since you won most of it before getting the bonus.

    In the future never mix the 2 together if you don't have to. Rather submit a withdrawal, play your FS and wagering... After that is finished or you busted reverse the withdrawal.

    Won't be an easy one to convince them that they should pay you but you can try a PAB.

    Good Luck
    Harry :)
     
    4 people like this.
  4. Dec 15, 2015
  5. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    2 people like this.
  6. Dec 15, 2015
  7. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    First of all I am on your side.

    However I think you may struggle with this one.

    The best (and most sensible IMO) course of action would have been to have not touched the 50FS.

    From what you describe you were doing quite well without them anyway. By playing the Free Spins you have 'generated' bonus funds in your account whether it was prior to cash play or in your case afterwards, there is now still a bonus in your account as part of your total playable balance.

    The casino can now use this to their advantage and impose any bonus related Terms and Conditions which it appears that they have done.

    As I mention you should have just withdrawn without touching the FS and either 'let them go' thus reassuring your cash out chances or at least played them after you knew your withdrawal had been processed.

    Any of the accredited casinos I regularly play at would not have pulled this 'stunt' but you can never be too careful.

    I would not let it go and continue to try to explain things clearly to them - Ask for a direct managers email contact details and go from there. I do however think you may struggle but also wish you the best of luck!

    Edit: Sorry for the repeated parts but Harry and myself must have posted same time :)
     
    Last edited: Dec 15, 2015
    2 people like this.
  8. Dec 15, 2015
  9. FrozenFish

    FrozenFish Newbie member

    Occupation:
    Secret
    Location:
    Norway
    Thank you for your replies, all! I have sent the emails to Flamatis and will not give them any more of my time OR money ;) The MGA just confirmed that they are looking into this and whatever they decide, I will accept. As you are saying, there are many other GOOD casinos there and I will stick to them. Will post some of my good experiences as well :)
     
    4 people like this.
  10. Dec 15, 2015
  11. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    The guys in Malta are doing a good job these days. Best thing would be to wait for their decision. No one is going to be able to do much for you before they have done their thing.
     
    4 people like this.
  12. Dec 15, 2015
  13. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    It would be pretty roguish if they confiscated winnings accrued without a bonus! You may be a victim of your location here as Norway is notorious for bonus abusers and bonus fraud and unfortunately, the good players can get tarred with the same brush as the evil ones.

    As an aside, I would refrain from telling chat reps you are going to post on forums as this could be construed as a form of blackmail and irrespective of who is right or wrong, it is not something that is looked upon favourably here.

    It will be interesting to see how this pans out.
     
    1 person likes this.
  14. Dec 15, 2015
  15. FrozenFish

    FrozenFish Newbie member

    Occupation:
    Secret
    Location:
    Norway
    Really? I did not know that! I was not even aware that it was possible! Well, except if you have several accounts, I guess. I always thought we norwegians were honest and straight up. If we loose, we would be grumpy for a little while then back :D

    You are right about this. I guess I was just a bit "upset" last night. I just had to use the "Please be informed that..." that I got a few times from them :)
     
    2 people like this.
  16. Dec 17, 2015
  17. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    There has been some complaints about this site and there are some bad ones in there group, This casino also gets confused by being the the rouge casino group MYEG BV, Its not but no wonder why people think they are,

    You should have nether took the free spins, Even winning the smallest amount than placing a bet bigger than the stated max bet will void winnings, I know or I hvae seen some casino when under £5 than the they alow you to bet what you want but thats another story,

    Forget the free spins unless they are wager free, Or take them after you bust out or withdraw
     

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