Unprocessed SEPA Withdrawal Delayed Over 2 Weeks Stuck in Payment System

I requested a withdrawal of C$60.29 on 30 September 2025 at 05:50 using Interac as my chosen payment method. Flagman Casino told me it would take up to three working days, but “usually much faster.” However, after the deadline expired, I still had not received the funds.

I spent over two hours in live chat on 2 October 2025, during which support repeatedly told me my withdrawal was “still processing.” The next day, I was told again at 1:42 that my payment was processing, but by 1:54 (just 12 minutes later), the same agent suddenly claimed the transaction had actually failed and would be returned to my casino balance. This is a direct contradiction.

When I asked why I was misinformed for hours if the payment had already failed, I was told the casino must “wait three working days” before confirming the status. However, the same agent was able to confirm failure within minutes once the period expired, showing they always had the ability to check but chose not to disclose it.

Worse, the casino explicitly told me: “Three business days is the standard payment processing time provided by your chosen payment system” — blaming Interac for the delay. This is false. According to Interac’s official website, transfers are “almost instant, but can take up to 30 minutes depending on your bank.” There is no Interac rule requiring 3 business days.

On 3 October 2025, I spent more than three hours in live chat and was finally able to catch support in this explicit lie. After that, they attempted to shut down the conversation, told me to email management, and still refused to confirm when the failed cashout would actually be credited back to my casino balance.

I repeatedly asked for a transaction ID so that I could verify with Interac directly. Flagman refused every time, because no such transaction exists. This proves the funds never left the casino or its third-party processor. Despite this, support kept deflecting by telling me to “contact Interac” — which is impossible without a transaction ID.

When I pressed further, support finally admitted: “The time for refund in this case is not regulated” and “There is no set time limit for resolving technical errors.” This means my funds are in limbo with their processor for an indefinite period, and I am simply being asked to wait with no guarantees. Yet, there is a strict timeframe when it comes to players waiting to be paid.

I also emailed management twice on 2 October 2025, but my emails have not been acknowledged.

When I raised the issue of wasted time and poor service, instead of offering any form of compensation or goodwill gesture, support told me to “follow our social media channels” to find upcoming promotions. This response was dismissive and unprofessional, as it does nothing to address the fact that my withdrawal failed, I was misinformed for hours, and my money is still not available to me.

Summary of issues:

My withdrawal of C$60.29 was not paid.

Support gave me contradictory statuses: “processing,” then “failed,” then “waiting for cancellation.”

The casino falsely claimed Interac imposes a 3-day crediting rule, which is not true.

No transaction ID or proof of transfer was ever provided.

I wasted hours in chat being misinformed instead of given transparent updates.

On 3 October 2025, support was caught in a lie, shut down the chat, and refused to confirm when the failed withdrawal would return to my balance.

Support admitted refunds have no set timeframe, leaving my money in limbo.

Management ignored my emails.

Requested resolution:

Immediate payment of my withdrawal via Interac or another reliable method.

A clear explanation of why I was misled about Interac’s processing times and refused proof of transfer.

Compensation for the wasted time, misinformation, and inconvenience caused by these failures.

This complaint clearly shows:

Non-payment of winnings.

Misrepresentation of Interac rules.

Refusal to provide transaction proof.

Contradictory and misleading communication.

Poor customer service and lack of transparency.