Flagman Casino - El casino no aborda el problema de ludopatía de los jugadores.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Flagman Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello.

Thank you for your quick response.

I haven't received a reply to my email. However, I communicated via live chat before and after, and that's how I received the email. Unfortunately, I don't have any screenshots of the live chat, as I didn't know what to expect. The casino's support team can confirm this, or perhaps they still have access to the chat. The message exchange went on for quite a while. I completed all the necessary verifications at the casino. I linked my account, and I had to send pictures of my ID. I also had to confirm my phone number and email address. Incidentally, the email address I used to contact support is exactly the same. As I said, I don't have any screenshots of the live chat, only of the email exchanges, which I'm attaching here. It's also important to note: This casino is structured exactly the same as "Lex Casino," which means I think they have the same system and the same owner. I was also banned from that casino due to gambling addiction. With this account I now have at Flagman Casino, everything is exactly the same – all my data and all my information. You can imagine what that means. It simply provides a lot of points of attack.

Thank you, Attila, for your help.

Hallo.

Danke für ihre schnelle Antwort.

eine Antwort auf meine E-Mail habe ich nicht erhalten. Jedoch habe ich davor und danach mit dem Livechat kommuniziert, von denen ich auch die E-Mail erhalten habe. Screenshots für von dem Livechat habe ich leider nicht, da ich nicht wusste wie es kommen wird. Das kann aber der Support des Casinos bestätigen bzw. Evtl. Haben diese noch zugriff auf den Chat. Der Nachrichten Verkehr darin ging ziemlich lange. Ich habe alle nötigen Verifizierungen in dem Casino durchgeführt. Mein Konto verbunden, dort musste ich auch Bilder meines Ausweises senden. TEL. Nummer musste ich ebenso bestätigen sowie auch meine Email. Die email mit der ich mich an den Support gemeldet habe ich übrigens genau gleich. Wie gesagt, ich habe keine Bilder vom Livechat, nur von dem E-Mail Verkehr, die Bilder hänge ich hier dran. Wichtig wäre noch zu sagen: Das Casino ist genau gleich aufgebaut wie das „Lex Casino" , das bedeutet das ich denke das die das selbe System und den selben Besitzer haben. Bei dem Casino wurde ich auch gesperrt, aufgrund von Spielsucht. Bei diesem Konto das ich jetzt bei dem Flagman Casino habe ist alles genau gleich alle Daten und alle Informationen über Mich. Was das bedeutet, können sie sich denken. Das sind einfach sehr viele Angriffspunkte.

danke Attila, für ihr Hilfe.

Thank you for your response. Please understand that Flagman Casino does not operate with a license issued by Germany, therefore, they do not have access to the national register. In other words, because Flagman Casino operates without a necessary license, it is not possible for them to comply with Germany-specific responsible gambling measures, such as the national registry (OASIS). Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing

Further, I would like to point out that online casinos act as separate entities - what you request in an online casino affects your account in that casino only. In online casinos operating under GCB license, you'll need to request self-exclusion due to gambling problems in each online casino where you have an open account. That is because self-exclusion across brands isn't mandated by the licensors and only a few groups of casinos operating under this license go beyond to offer such protection. If you don't request a self-exclusion in an online casino, you can't expect to be protected.

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Please let me know if there is anything else I can help you with, or if we may close this complaint.

Thank you for your understanding.

Best regards,

Attila

Hi Attila, thanks for the quick reply. I wanted to clarify that I notified them by email two days before placing this bet. I also mentioned this in the live chat. I didn't wait until after the bet, but contacted them two days in advance. In the live chat, I requested a refund and explained that I have a serious gambling problem and am addicted. I explicitly stated that if I received a refund, I would stop gambling and asked them to ban me – but this was also ignored. Thanks!

Hallo Attila, danke für die schnelle Nachricht. Ich wollte noch einmal klarstellen, dass ich, bevor ich diesen Einsatz gemacht habe, bereits zwei Tage vorher per E-Mail Bescheid gegeben habe. Ich habe auch genau das im Live-Chat mitgeteilt. Ich habe nicht erst danach reagiert, sondern schon zwei Tage vorher. Dort habe ich auch um eine Rückerstattung gebeten und gleichzeitig erwähnt, dass ich ein echtes Problem mit dem Spielen habe und süchtig bin. Ich habe explizit gesagt, dass ich, falls ich eine Rückerstattung bekomme, das Spielen aufhöre und sie mich bitte sperren sollen – aber darauf wurde ebenfalls nicht eingegangen. Danke dir!

Thank you for your reply. Could you kindly confirm whether my understanding is correct that deposits were made following your email dated April 10th? Additionally, do you still have access to the account? If you no longer have access, could you please specify the exact date when the casino closed your account?

Thank you for your patience and cooperation.

Hi Attila, yes, I hereby confirm that the deposits were made after the email and the live chat conversation. Furthermore, I still haven't received a reply from you. When I try to access the casino's website, it says my access is blocked. This isn't because I've been banned, but rather due to some kind of IP issue. I will attach a screenshot of the message to this message. Please, Attila, help me…

Hi Attila, ja hiermit bestätige ich das die Einzahlungen nach der gesendeten E-Mail und der Konversation im Livechat erfolgten. Des Weiteren habe ich immernoch keine Antwort von ihnen erhalten. Wenn ich versuche, auf die Internet Seite des Casinos zu gehen, steht mein Zugang ist blockiert. Dies liegt aber nicht daran dass ich gesperrt wurde sondern irgendwelche IP Probleme. Ich werde ein Screenshot von der Meldung anhängen an diese Nachricht. Bitte Attila, helfen sie mir…

Thank you for your response. Could you kindly provide evidence that you still have access to your account? Additionally, I would appreciate it if you could include proof of any deposits made after April 10.

Thank you for your cooperation.

Dear levinsge14,

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,

Attila

Hello Attila,

Thank you so much for your effort and cooperation. I really appreciate it.

Thank you and hello Martin, it's a pleasure to meet you. I hope you can help me with this problem!

Best regards

(Redacted)

Hallo Attila,

vielen lieben dank für ihre Mühe und ihre Mitarbeit. Dies weiß ich sehr zu schätzen.

Danke und Hallo Martin, freut mich sie kennenzulernen. Ich hoffe dass sie mir bei dem Problem weiterhelfen können!

Mit freundlichen Grüßen

(Redacted)

Hello levinsge14,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also 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 from your point of view? Afterwards, would you be able to provide us with the player's deposit history?

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Martin,

The player first contacted us by email on April 10 and informed us that they were registered in the OASIS registry. However, at no point in this communication did the player mention having a gambling addiction.

After that, the player contacted our live support chats requesting account closure, but once again did not mention gambling addiction or responsible gambling concerns. According to our internal customer support procedures, objection handling and clarification during closure requests are a normal part of communication with clients.

The player’s account on the FLAGMAN project was permanently blocked on April 17.

We would also like to clarify that the player only explicitly mentioned gambling addiction and requested a responsible gambling-related block on another project within our network on May 3.

Please note that a player mentioning their presence in the OASIS registry does not automatically inform us that the player has a gambling addiction, unless this is directly stated by the player themselves. We are not aware of the reasons for the player’s inclusion in the OASIS registry, and under our Curacao license obligations we are not required to monitor or verify this registry independently.

Therefore, unless the player directly informs us about a gambling addiction or requests a responsible gambling block, we cannot make such assumptions on our own.

Best regards,

Flagman Casino

Hello dear Flagman Casino team and Martin,

I'm sorry to say this, but these statements are simply wrong. Yes, I understand that they can't make sense of the "OASIS" game system and can't see why, but this clearly indicates a gambling addiction. Besides, I wrote in the email: "My gambling behavior has already been classified as problematic, as I had myself blocked in the live chat due to gambling addiction." Furthermore, what they said about the live chat is also untrue; I can assure you that I mentioned this several times in conversations with an employee. If you're so honest, please send me the chat logs, as they clarify everything.

Furthermore, I can confirm, and many other players can too, that at this type of casino (Flagman, among others) it seems very difficult to get banned. I then registered at other casinos operated by the same company, and there it also took some time before I was finally banned; in some cases, I was even advised to ban myself.

And now another point: even if I contacted them on April 10th, and as they say, did NOT mention my gambling addiction, isn't it still completely reprehensible that they haven't blocked my account yet and have to wait a whole week? What are they waiting for before I gamble away even more money with them?

Sorry Martin, I know it was your turn, but I had to clarify this briefly. (I sent Attila proof of how I worded this in the email.)

Thank you in advance

Best regards

(Name Redacted)

Hallo liebes Flagman Casino Team und Martin,

Tut mir leid das sagen zu müssen, aber diese Aussagen sind einfach falsch. Ja, dass sie mit dem Spielsystem,,OASIS" nichts angefangen können und das nicht einsehen können verstehe ich, allerdings deutet dies eindeutig auf eine Spielsucht hin. Davon abgesehen schrieb ich in der E-Mail:,, bei denen mein Spielverhalten bereits als auffällig eingestuft wurde, da ich mich selbst im Livechat habe sperren lassen aufgrund von Spielsucht. ". Des Weiteren, stimmt das was sie über den Livechat sagten auch nicht, ich kann versichern, dass ich das mehrmals erwähnt habe in der Konversation mit einem Mitarbeiter. Wenn sie so ehrlich sind, senden sie doch mal die Chatprotokolle, da wird das nähmlich alles aufgeklärt.

Ausserdem kann ich bestätigen, und viele weitere Spieler auch, das bei dieser Art von Casino ( Flagman u.A auch) man nur sehr schwer an eine Sperre ran komm, so kam es mir jedoch vor. Ich meldete mich daraufhin in anderen Casinos des selben Betreibers an, und dort habe ich auch etwas gebraucht bis ich dann letztendlich gesperrt wurde, teilweise wurde ich sogar darauf verwiesen mich selbst zu sperren.

Und jetzt nochmal ein weiteren Punkt, selbst wenn ich sie am 10.04. kontaktierte, und wie sie sagen NICHT meine Spielsucht erwähnt habe, ist es doch trotzdem völlig verwerflich mein konto dahingehend immernoch nicht zu sperren, und eine ganze Woche darauf zu warten? Worauf warten die denn, bis ich noch mehr Geld bei ihnen verspiele?

sorry Martin ich weiß sie waren an der Reihe, aber dies musste ich kurz richtig stellen. ( meine Beweise wie ich dies in der Email formuliert habe habe ich Attila gesendet.)

vielen Dank im Voraus

Mit freundlichen Grüßen

(Name Redacted)

Dear casino representative,

thank you for outlining your position. I will address your points as soon as possible.

Dear levinsge14,

thank you for your continued cooperation. Regarding this email:

Besides, I wrote in the email: "My gambling behavior has already been classified as problematic, as I had myself blocked in the live chat due to gambling addiction."

Could you by any chance provide me with this email as sent to the casino?

Dear levinsge14,

thank you for your cooperation, I can confirm I have received your email. If necessary, would you be okay with me forwarding the email to the casino representative?

Dear casino representative,

After further inspection, it appears that the communication did contain references to gambling addiction. While I understand your position regarding the OASIS registry itself, there have been other mentions of gambling issues in the message, such as (translated):

In addition, I noticed that there is another online casino with identical structure, identical processes and the same structures (Lex Casino), where I was blocked with the same personal data (name, email address and phone number). This suggests that there are connections between the platforms or at least comparable systems are used, where my gambling behavior has already been classified as conspicuous, as I have had myself blocked in the live chat due to gambling addiction.

Would it be possible for you to provide us with the live chat transcripts for further evaluation? Thank you for your continued cooperation

Hi Martin,

Of course they are allowed to do that, the casino itself also has the email address, but feel free to send them the email address, I have no problem with that.

If you have any further questions, please feel free to ask me.

Thank you for your efforts, Martin!

Best regards

(Redacted)

Hallo Martin,

selbstverständlich dürfen sie dass, das Casino selbst hat auch die E-Mail aber senden sie ihnen die email gerne damit habe ich kein Problem.

falls sie weitere Fragen haben sollten, fragen sie mich sehr gerne.

Danke für ihre Mühe Martin!

Mit freundlichen Grüßen

(Redacted)

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.

Hello Martin and Flagman Casino,

Thanks for the extension, Martin.

Thank you in advance for your reply to Flagman Casino

Best regards

(Name Redacted)

Hallo Martin und Flagman Casino,

danke für die Verlängerung Martin,

Danke im Voraus für die Antwort an das Flagman Casino

Mit freundlichen Grüßen

(Name Redacted)

Hello dear Flagman Casino Team,

I find it very unfortunate that after I was able to prove that they simply did not tell the truth in their answer to Martin, they no longer give any answers and simply let time pass.

It's not every day that an impartial platform like CasinoGuru agrees with me, especially on a topic like this. It's a shame, because the whole thing could have been resolved amicably (e.g., an agreement followed by the deletion of this complaint).

I don't mean any harm, I just think it's a shame.

Despite all this, dear Flagman team, I would be very happy to receive a response and clarification of this complaint.

Thank you for your time so far.

Best regards

(Name redacted)

Hallo liebes Flagman Casino Team,

ich finde es sehr schade, dass nachdem ich beweisen konnte dass sie mit ihrer Antwort an Martin einfach nicht die Wahrheit geschildert haben, Sie keine Antworten mehr geben und die Zeit einfach vergehen lassen.

Das eine unparteiische Plattform wie CasinoGuru mir recht gibt, passiert nicht alle Tage. Besonders nicht bei so einem Thema. Schade, denn man könnte das ganze doch auch im Guten klären. (z.B eine Einigung und dauraufhin Löschung dieser Beschwerde).

Ich möchte nichts Böses, finde es jedoch einfach nur schade.

Trotz alle dem, liebes Flagman Team würde ich mich sehr über eine Antwort und die Klärung dieser Beschwerde freuen.

Vielen Dank für ihre bisherige Zeit.

mit freundlichen Grüßen

(Name redacted)

Dear levinsge14,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.