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I can have exactly the same problem as Mr Austria has already made known here. I can still log in but cannot access anything else and my 6000 € will not be paid out either. My emails have not been answered for over two weeks

Ich kann genau wie der Herr Österreich hier schon bekannt gemacht hat genau das selbe Problem. Ich kann mich zwar noch einloggen aber auf nichts weiteres mehr zugreifen und meine 6000€ werden auch nicht ausgezahlt. Auf meine emails wird auch seid über zwei Wochen nicht mehr geantwortet

Dear Sebastian,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been informed why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, my account has already been verified. 4000 have already been paid out to me, but now I can only log in but no longer play, I don't see any more money and I don't get an answer. And I was not told why my winnings are no longer being paid out. Two weeks ago you had exactly the same case with a player from Austria. With me everything is exactly the same as with him

Ja mein Konto ist schon verifiziert 4000 wurden mich auch schon ausgezahlt aber jetzt kann ich mich nur noch einloggen aber nicht mehr spielen sehe auch keinen Geldbetrag mehr oben stehen und mir wird nicht mehr geantwortet. Und warum meine Gewinne nicht weiter ausgezahlt werden wurde mir auch nicht mitgeteilt. Vor zwei Wochen hattet ihr genau den selben Fall schonmal mit einem Spieler aus Österreich. Bei mir ist alles genau so wie bei ihm

Do you refer to the following case (here)? Was the payout of €4,000 part of your €6,000 withdrawal or a separate one? Is the entire amount of €6,000 still held by the casino? Thank you.

No, the 4000 are not part of the six, 10,000 of which 4 were paid out to me and 6000 are still open. But when I log in, I only see an open payout over 2000 that I could cancel, but when I click on it it says it seems you are not logged in again

Nein die 4000 sind nicht Teil der sechs es waren 10.000 wovon mir 4 ausgezahlt und 6000 noch offen sind. Ich sehe aber wenn ich mich einlogge nur noch eine offene Auszahlung über 2000 die ich stornieren könnte aber wenn ich es anklicken möchte steht wieder da it seems you are not logged in

Could you please advise how many days ago you've requested the withdrawal of €6,000?

Am 24.11

Thank you very much, Sebastian, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Many Thanks

Vielen Dank

Hello Sebastian,

I have reviewed your case and understand the situation. I will contact the casino to see if I can help.

We would like to ask FlipperFlip Casino to join the conversation and participate in the resolution of this complaint.

FlipperFlip, could you provide us with some insight into the problems the player is experiencing?

Many Thanks

Vielen Dank

We would like to ask FlipperFlip Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

What do I do if the casino does not respond again within this period?

Was mache ich denn wenn sich das Casino innerhalb dieser Frist wieder nicht meldet?

Hello Sebastian,

If the casino fails to respond we will close this complaint as unresolved and it will have a negative effect on the casino's rating.

If that happens, I would suggest you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them.

It's a good licensing authority and has better options and tools to help players.

Dear Sebastian,

I tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend that you contact the Malta Gaming Authority as mentioned above. Let me know how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam