Hello

i played with this casino and deposited around ￡270 or so

after playing for hours I had around ￡400 or so I tried to withdraw

the customer live chat told me I was still using bonus so I had to continue to play, I realised I was at 12% completed bonus after hours of playing slots.

I then began to think this is some kind of scam…. So I googled this site and found 98% 1 star reviews , I read every ones stories of not being able to withdraw and being ignored by the customer services.

so I continued to play knowing I probably wouldn’t get my funds even if I made it passed this impossible bonus .

but luckily I won ￡4000 on a feature , so I continued to play for hours and hours on end untill the bonus was finished.

luckily I ended up with around ￡5500 or non bonus funds , I tried to withdraw and got errors ,

they told me to verify my account and it would take up to 72 hours .

72 hours passed nothing happened , went onto chat they said they needed longer,

i played some more slots at ￡12.50 a spin for a few hours, went down to ￡2000 but managed to win ￡8900 total

as soon as I questioned live chat about my verification they noticed I won more then blocked me from playing anything else .

today I have checked my account and there is only ￡300 in there and customer service now ignores me and does not tell me why.

I mean I knew this was going to happen there are many stories of this , but such a shame I spent days playing and won the money fair and square

please help

Dear soskentjordan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and specify which bonuses you claimed? If possible, please, post here the link.

Also, do I understand correctly that you have never received any confirmation regarding successful verification?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is [email protected]. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Since I’ve made the complaint 

They have told me I played lucky lady moon slots that’s is restricted on bonus funds, ( it’s not I checked ) they have just made this up.

They said nothing I can do about it 

And blocked my account 

And banned my IP from the website 

I made sure I wasn’t getting my money before posting bad review on trust pilot.

they left ￡300 in my account before they banned my IP I asked if I can withdraw that he said "no you can play slots with it"

why would I play slots if I can’t withdraw ? ??

Thank you very much soskentjordan for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear soskentjordan,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and try my best to resolve the issue.

I would like to invite BetFlip Casino to join this conversation.

Dear BetFlip Casino team,

Can you please comment on soskentjordan’s complaint and clarify the situation? You can forward any relevant evidence to [email protected].

We would like to ask BetFlip 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’.

Dear soskentjordan,

Unfortunately, we still haven’t received any response from the casino.

Could you please forward any relevant communication between you and the casino, especially the e-mail or the chat transcript where you were informed that the fact that you had played Lucky Lady Moon is the reason why the casino confiscated your funds to [email protected]?

Thank you in advance.

Dear soskentjordan,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply, or provide the requested information in the given time frame, I will have to reject your complaint.

Hello they have blocked my IP from chat

Thank you, soskentjordan, for the reply. Have you, by any chance, saved any of the relevant communication with the casino (or have access to the e-mails), where you were informed about the reason for the casino’s decision?

Dear soskentjordan,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

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

The player can reopen this complaint anytime.