Flaming Casino - El jugador aún no ha recibido las ganancias.

I have on 04.9. requested a withdrawal of €200, which I received from 20 free spins with no wagering requirements on the game "Tikipop". I have fully verified my account beforehand and also asked in the chat whether I need to make a deposit in order to be able to withdraw. The support said that this condition would only be necessary if I want to withdraw to an e-wallet. A payout to the bank is also possible without a previous deposit.

Since then I haven't received an email and when I asked, I only got the answer that it was still in the exam.

I would be very happy if you could help me to find a degree there.

Kind regards, Angelina!

Ich habe am 04.9. eine Auszahlung von 200€ beantragt, die ich aus 20 freispielen ohne Umsatzbedingungen in dem Spiel "Tikipop" erhalten habe. Ich habe vorweg meinen Account vollständig verifiziert und auch im Chat gefragt, ob ich eine Einzahlung tätigen muss um auszahlen zu können. Der Support hat gesagt, dass diese Bedingung nur erforderlich wäre, wenn ich auf ein E-Wallet auszahlen möchte. Auf die Bank sei eine Auszahlung aber auch ohne vorige Einzahlung möglich.

Seit dem habe ich keine Mail erhalten und auf Anfrage erhalte ich nur die Antwort es sei noch in der Prüfung.

Ich würde mich sehr freuen, wenn ihr mir helfen könnt dort einen Abschluss zu finden.

Herzliche Grüße, Angelina!

Dear mantek300889,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear mantek300889,

Have you received your withdrawal from the casino yet?

No, unfortunately still not and the payment has not been canceled by the casino and is still pending in my player account. My KJC is complete, I had already clarified that with the casino at the beginning. I'm just surprised that payments from the casino should normally only take a maximum of two days and I don't receive any email from them either.

Best regards, Angelina

Nein, leider weiterhin noch nicht und die Zahlung wurde auch nicht vom Casino storniert und steht weiter als ausstehend in meinem Spielerkonto. Meine KJC ist vollständig, das hatte ich bereits direkt zu Anfang mit dem Casino geklärt. Mich wundert einfach, dass Zahlungen von dem Casino im Normalfall einfach nur höchstens zwei Tage dauern sollen und ich von denen auch keine E- Mail erhalte.

Beste Grüße, Angelina

Thank you for your reply, mantek300889. Have you made any successful withdrawals before?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Unfortunately not, as I did not receive a chat log from the casino.

Leider nicht, da ich von dem Casino kein Chatprotokoll erhalten habe.

Hello again. I forgot to reply to the second part of your message..... No, I haven't requested a withdrawal from this casino yet.

Hallo nochmal. Ich hatte vergessen auf den zweiten Teil deiner Nachricht zu antworten..... Nein, ich habe noch keine Auszahlung in diesem Casino beantragt.

Thank you very much mantek300889 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 mantek300889,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Flaming Casino to join the conversation and participate in the resolution of this complaint.

Dear Flaming Casino,

Can you please update us on the player's withdrawal status?

Best wishes,

Tomas

Hi there,

These winnings have been generated by free spins that have been popping up in your account through a bug. Currently, I am waiting for the team to give me a reaction on this case as soon as I know more I will get back to you.

Kind regards,

Flaming

Dear Flaming Casino,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a software bug that caused the player's account has been wrongly credited with the free spins, is the casino able to substantiate us with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hi Tomas,

Not sure what more details you want to receive? The player received the free spins but we never send out a campaign for free spins towards the player.

There was a bug and the free spins popped up for the player and we corrected it. We have great offers for our players for example our welcome offer. We always inform players if we have a campaign available for them these free spins were not a campaign we offered.

Kind regards,

Flaming

Thank you, Flaming Casino, for clarifying the situation.

I would now like to ask mantek300889, could you please confirm whether the free spins suddenly appeared in your gaming account or if you have received some message, notification or email regarding the campaign?

Thank you for providing the information.

Kind regards,

Tomas

Dear mantek300889,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because mantek300889 has stopped responding to our messages and questions. Without mantek300889 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Kind regards,

Tomas