Flagman Casino - La cuenta del jugador ha sido cerrada.

Hi

My name is Jekaterina

I have registered Flagman casino on August 28, 2025.

After registration (same day) I have activated welcome casino bonus and made deposit 0.16 Ethereum.

I played some slots and won 2.53 Ethereum.

On September 1, 2025 I made one withdraw request 0.16 Ethereum. After some time Flagman Casino blocked my profile.

I received email in German language -

"Hello! Your account has been suspended for further verification. To forward your request to unlock your profile, you will receive a video call. You will need to show your face and ID to the camera and answer a few questions about your account. If you would like to do this in the near future, please contact the support chat."

After casino blocked my profile I got big big stress and had some health issues because of that.

On September 14, 2025 my health was good and I contacted Flagman casino support chat to pass video verification.

Flagman casino support agent Leon told me "Jekaterina, Your account was permanently suspended in accordance with section 8.20.1 of the rules"

I told Leon "I want to pass video verification"

He answered "There is no need in video verification. You can't restore Your profile"

Only 12 days has passed and Flagman casino blocked my profile permanently and took away my winnings.

Casino Guru I ask You for help.

Hi

My name is Jekaterina

I have registered Flagman casino on 28 August 2025.

After registration (same day) I have activated welcome casino bonus and made deposit 0.16 Ethereum.

I played some slots and won 2.53 Ethereum.

On 1 September 2025 I made one withdraw request 0.16 Ethereum. After some time Flagman Casino blocked my profile.

I received email in German language -

"Hallo!Ihr Konto wurde zur weiteren Überprüfung gesperrt. Damit wir die Anfrage zur Entsperrung Ihres Profils weiterleiten können, erhalten Sie einen Videoanruf. Sie müssen Ihr Gesicht und Ihren Ausweis in die Kamera zeigen und einige Fragen zu Ihrem Konto beantworten. Wenn Sie dies in naher Zukunft tun möchten, kontaktieren Sie bitte den Support-Chat."

After casino blocked my profile I got big big stress and had some health issues because of that.

On 14 September 2025 my health was good and I contacted Flagman casino support chat to pass video verification.

Flagman casino support agent Leon told me "Jekaterina, Your account was permamently suspended in accordance with section 8.20.1 of the rules"

I told Leon "I want to pass video verification"

He answered "There is no need in video verification. You can't restore Your profile"

Only 12 days has passed and Flagman casino blocked my profile permanently and took away my winnings.

Casino Guru I ask You for help.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear KATJAberlin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Flagman Casino.

To help us better understand your situation and assist you further, could you please provide us with some additional details? Please consider the following questions:

• Do I understand correctly that the casino confiscated the winnings accumulated with the welcome bonus?
• Did you provide any documents to verify your identity prior to your account being suspended?
• Have you had any previous communication regarding your account before the permanent suspension?

Your cooperation in providing these details will help us investigate and work towards a resolution. Please feel free to forward any relevant communication to kristina.s@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Kristina

Hello Casino guru

Do I understand correctly that the casino confiscated the winnings accumulated with the welcome bonus?

Yes, correct

Did you provide any documents to verify your identity prior to your account being suspended?

Yes , I have uploaded my passport and selfie with passport to verify my profile.

Have you had any previous communication regarding your account before the permanent suspension?

On September 1, 2025 I received email from Flagman Casino. I opened this email and there was "Your profile blocked for additional verification....". After I read first sentence I had big big stress and I had health problems.

On September 14 , 2025 When I recovered from stress I contacted casino , to complete additional verification , however my account was permanent suspension.

This is why I am asking Casino Guru for help.

Thank you

Thank you very much for your reply. 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.

Hi

First email I received from Flagman Casino was September 2, 2025

Your account has been suspended pending further verification. To process your request to unlock your profile, you will receive a video call. You will need to show your face and ID to the camera and answer a few questions about your account. If you would like to do this in the near future, please contact the support chat.

Next email was on September 15, 2025 (I wrote to Flagman Casino)

12 days ago You asked me to pass video verification, but now You tell me that my account is blocked. Why this happened?

On same day 15 September 2025 (Flagman Casino replied)

Your account has been blocked in accordance with the rule 8.20.1 of our website and cannot be restored. The balance was also debited for violating this rule on our website.

On same day September 15, 2025 (I wrote to Flagman Casino)

Why didn't you notify me in the letter that I have 10 days to pass verification? I couldn't physically pass verification, I have medical reasons!

On same day 15 September 2025 (Flagman Casino replied)

This information is provided in the "Terms and Conditions" section of our website. You agreed to the rules of the site when registering, and also had the opportunity to learn more about the rules of the site at any time convenient for you.

There was a total of 5 emails between me and Flagman Casino.

Hi

First email i received from Flagman Casino was 2 September 2025

Ihr Konto wurde zur weiteren Überprüfung gesperrt. Damit wir die Anfrage zur Entsperrung Ihres Profils weiterleiten können, erhalten Sie einen Videoanruf. Sie müssen Ihr Gesicht und Ihren Ausweis in die Kamera zeigen und einige Fragen zu Ihrem Konto beantworten. Wenn Sie dies in naher Zukunft tun möchten, kontaktieren Sie bitte den Support-Chat

Next email was on 15 September 2025 (I wrote to Flagman Casino)

12 days ago You asked me to pass video verification, but now You tell me that my account is blocked. Why this happened ?

On same day 15 September 2025 (Flagman Casino replied)

Your account has been blocked in accordance with the rule 8.20.1 of our website and cannot be restored. The balance was also debited for violating this rule on our website.

On same day 15 September 2025 (I wrote to Flagman Casino)

Why didn't you notify me in the letter that I have 10 days to pass verification? I couldn't physically pass verification, I have medical reasons!

On same day 15 September 2025 (Flagman Casino replied)

This information is provided in the "Terms and Conditions" section of our website. You agreed to the rules of the site when registering, and also had the opportunity to learn more about the rules of the site at any time convenient for you.

There was total 5 emails between me and Flagman Casino.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello KATJAberlin,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Flagman Casino to join the conversation.

Dear Flagman Casino,

While we acknowledge your right to request further verification when necessary, and it is expected that players comply with this process at their earliest convenience, it seems somewhat unjust to impose a rule on the player and confiscate their winnigs without prior notification of the potential consequences for not engaging immediately. I acknowledge the player has accepted the general terms and conditions when they create their account, and rule 8.20.1 is indeed clearly listed there; however, why was the player not informed of this by your support?

I respectfully ask for your reconsideration of this matter and allow the player another opportunity to pass the KYC process.

Should there be any other factors affecting the situation that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

Hello, dear player and Casino Guru representatives! The player was requested to complete video verification on September 1, 2025, in accordance with clause 8.19 of our Terms and Conditions, that is:

The Company reserves the right to require primary and secondary account verification at any time and to use additional tools and procedures for verification if necessary. In order to verify your user account, the administration has the right to ask you to provide an ID document (including but not limited to a copy of your passport, ID card, any payment card used, recent public utility bill in your name, or any other document confirming your identity). In addition, the Company reserves the right to ask you to confirm your identity via a video call or by sending your documents by mail. If these requirements are not fulfilled, the Company has the right to temporarily deactivate your user account until the requirements are fulfilled and/or close the account. If the information you provided is found to be inaccurate, the Company reserves the right to block your account and cancel withdrawals.

The player refused to pass this procedure. Therefore, in line with clause 8.20.1 of the Terms and Conditions, and due to the absence of timely video verification, the account was blocked:

You must submit the requested documents and information within ten (10) days from the date of the request. The Company typically reviews submitted materials within ten (10) days of receiving the complete documentation package. However, depending on the circumstances and complexity of the case, the verification process may take longer and require additional steps. As part of the KYC procedure, the Company reserves the right to conduct additional verification, including phone or video calls using the contact details provided in your profile. During this process, withdrawals will be suspended, and access to your account may be restricted. Failure to submit the requested documents within the ten (10) day period, or if the Company is unable to contact you within ten (10) days following a withdrawal request, may result in your account being blocked or permanently suspended due to incomplete KYC verification.

Best regards,

Flagman Casino

Hello, dear player and Casino Guru representatives! The player will be asked for the documents again for verification. If it is not completed, the account will remain blocked.

Best regards,

Flagman Casino

Dear Flagman Casino,

Thank you for your reply and for giving the player another chance to complete the KYC process.

Dear KATJAberlin,

According to the casino team’s response, you have been granted another opportunity to complete the verification process. I kindly ask for your full and timely cooperation to help ensure the process is completed successfully.

I am optimistic that this matter will reach a positive resolution. However, please note that your prompt cooperation is essential. Any further delays on your part could result in the failure to complete the KYC process, in which case we would unfortunately be unable to provide any additional assistance. I simply want to ensure this is clearly understood.

Hi

Thank you.

I will provide requested documents to Flagman Casino as soon as possible.

Dear KATJAberlin,

I would like to kindly remind you about the rule 8.20.1 of the Terms and Conditions:

You must submit the requested documents and information within ten (10) days from the date of the request. The Company typically reviews submitted materials within ten (10) days of receiving the complete documentation package. However, depending on the circumstances and complexity of the case, the verification process may take longer and require additional steps. As part of the KYC procedure, the Company reserves the right to conduct additional verification, including phone or video calls using the contact details provided in your profile. During this process, withdrawals will be suspended, and access to your account may be restricted. Failure to submit the requested documents within the ten (10) day period, or if the Company is unable to contact you within ten (10) days following a withdrawal request, may result in your account being blocked or permanently suspended due to incomplete KYC verification.

This rule is still applicable, so please bear this in mind.

I’m keeping my fingers crossed that the KYC process goes through successfully and that you receive your winnings. Please keep me updated.

I sent requested document to Flagman Casino email.

Hello, dear player and Casino Guru representatives!

Michal, could you please check our message we sent to michal.k@casino.guru? Thanks in advance.

Best regards,

Flagman Casino

Dear Flagman Casino,

Thank you for your email. I have responded back.

Dear KATJAberlin,

I kindly request that you send me all the documents you submitted to the casino for the verification process for an independent review at michal.k@casino.guru. Please ensure that the documents remain in their original form without any modifications or edits. Furthermore, could you please confirm the duration of your residence at your current address? If it has been less than 6 months, I would appreciate it if you could inform me of your previous address.

Dear KATJAberlin,

Thank you for your email. I have responded back with some additional questions and am looking forward to your reply.

Hello

I answered Your questions few minutes ago. Responded.

Please check.

Dear KATJAberlin,

Thank you for your email. I have replied with some further questions and I look forward to your response.

Hi Michal

I provided answer and document.

Dear KATJAberlin,

Thank you for your email. I have replied with some additional questions, and I look forward to your response.

Dear Flagman Casino,

I have reached out to you via email as well.

Hi Michal,

I provided document that you requested via e-mail.

Please check.

Dear KATJAberlin,

Thank you for the provided evidence.

Dear Flagman Casino,

I have sent you another email today and am awaiting your response.

Dear Michal, please check our latest reply via email.

Best regards,

Flagman Casino

Dear Flagman Casino,

Thank you for your email. I have responded back.

Dear KATJAberlin,

I have also sent you an email on what is needed to somehow advance with your case.

Dear Michal

I have also sent you an email on what is needed to somehow advance with your case.

I completed Your request. I forwarded emails to your address. It's so much fun to constantly send messages about my address. But I wanted to know why the casino isn't paying out winnings?!

Dear KATJAberlin,

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, genuine and original documents in the player’s name. As I have informed you previously, concerns have been raised about the legitimacy of the documents you have provided so far; thus, naturally, the KYC and AML, which is mandatory prior to proceeding with any withdrawal, has not yet been concluded.

I'm working on a possible resolution of your case. I have sent you an additional email and am looking forward to your clarification.

Hi

Yesterday I received email response from Flagman Casino

Your account was blocked for additional verification. In order for us to pass the request to unblock your profile, you need to receive a video call. It is neсessary for you to show your face to the camera, as well as your identity document, and also answer a few questions about your account. If it is convenient for you to do it in the near future, please, contact the support chat.

Dear KATJAberlin,

Thank you for the update. The video verification call is a standard industry procedure that forms part of the KYC and AML processes. Please arrange the call with the casino representative at your earliest convenience.

Additionally, I am still awaiting your response to my latest email.

Hi

Yes , I will arrange/complete video verification as early as possible.

Dear KATJAberlin,

I would appreciate it if you could inform me of the confirmed time and date, as I would like to keep track.

Sure

I have small kids and it is NOT easy to find appropriate time.

I will post here when I complete video verification process.

Dear KATJAberlin,

Thank you for your response. Please let me know the date and time for the video verification call. I look forward to your feedback on the outcome.

Hi Michal

I completed video verification today 07 November 2025.

Dear KATJAberlin,

Thank you for the update.

Dear Flagman Casino,

I'm looking forward to your feedback and the next steps that will hopefully lead to a positive resolution of this case.

Dear Michal, 

The player has indeed completed the video verification. At the moment our management has not yet made a final decision regarding this case, the matter is still under internal discussion.

We’ll make sure to keep you updated as soon as there’s any progress.

Best regards,

Flagman Casino

Dear Flagman Casino,

Thank you for confirming you are looking into this. We await your findings and are ready to assist further if needed.

Dear Flagman Casino , Dear Michal

I have completed second (once again) video verification today 18 November 2025.

Dear Flagman Casino , Dear Michal

Today 19 November 2025 I received email from Flagman Casino "The additional verification is over. Your account has been unblocked."

I received my winnings.

Can close this complaint.

Thank you for Your help.

Dear KATJAberlin,

Thank you for your confirmation. I am glad that our involvement played an important role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru