Complaint #1
Fly Casino
Unjustified Confiscation of Winnings
11 years ago
I made a deposit on the casino on the 24th Feb. of 60 Euros, received a bonus of 75 and played slots. I won 9500 Euro playing with bet 6 (which is the casino's max bet allowed) I finish the wagering requirements for the bonus, and the next day (25th Feb) i opened the casino, decided to gamble a little more, opened a game (slots) and played with bet 10 euro this time, which i am allowed of course because i am playing with my cash balance!! I played 2 days
in a row, i lost almost 500 Euros and after that i decided to withdraw my half winnings. (4000 Euros).
4-5 days later, i received a payment of 60 Euros to my Skrill account from Fly Casino, and when i entered my account there was no balance, and the withdrawal was canceled.I talked to live chat, they told me that i bet over limit which is 6 and that's why my winnings where forfeited.
I explained them exactly what happened that i bet 10 the next day after i finished the wagering requirements, and that i was playing with my cash balance.
The live chat support was keep telling me that the decition was final.
Exactly after that i called them directly and told them exactly what happened and that they took my winnings for no reason because i did not break any of their terms.
On the phone they told me that he saw this, and that they will contact the relevant department and that they will send me an email.
2 days after that, on 4/March/2015, i received an email telling that:
Dear Daniel,
This is Greg from the Support Team.
Your account was checked and found that you have already completed the
wagering requirement when you placed a bet of more than €6. However, your
winnings were removed as per Management's decision following a full
investigation made in your account.
As per our General Promotional Policies and Rights
(http://www.flycasino.com/common/promoterms.asp):
"Fly Casino®, reserves the right to review transaction records and logs, from
time to time, for any reason whatsoever. If upon such review, it appears that
end users or any one or combination of them are participating in strategies
which Fly Casino®, in their sole discretion deem to be abusive, Fly Casino®,
reserves the right to revoke the entitlement of such end user(s) to the
promotion and required that all bonuses and winnings related to such abuse be
reversed and/or forfeited."
They took my winning without telling me anything, and after that they used an excuse that it was not true.
After they realized that this is wrong they throw me this "rule" in the email which i dont understand exactly what it means.
My guess is that they simply dont want to pay my winnings, but for half a year (almost) and now they dont seem to have any problem with me depositing my money to their casino and playing.
This is really unacceptable, i am waiting your responce regarding the issue.
Thank you,
Daniel
in a row, i lost almost 500 Euros and after that i decided to withdraw my half winnings. (4000 Euros).
4-5 days later, i received a payment of 60 Euros to my Skrill account from Fly Casino, and when i entered my account there was no balance, and the withdrawal was canceled.I talked to live chat, they told me that i bet over limit which is 6 and that's why my winnings where forfeited.
I explained them exactly what happened that i bet 10 the next day after i finished the wagering requirements, and that i was playing with my cash balance.
The live chat support was keep telling me that the decition was final.
Exactly after that i called them directly and told them exactly what happened and that they took my winnings for no reason because i did not break any of their terms.
On the phone they told me that he saw this, and that they will contact the relevant department and that they will send me an email.
2 days after that, on 4/March/2015, i received an email telling that:
Dear Daniel,
This is Greg from the Support Team.
Your account was checked and found that you have already completed the
wagering requirement when you placed a bet of more than €6. However, your
winnings were removed as per Management's decision following a full
investigation made in your account.
As per our General Promotional Policies and Rights
(http://www.flycasino.com/common/promoterms.asp):
"Fly Casino®, reserves the right to review transaction records and logs, from
time to time, for any reason whatsoever. If upon such review, it appears that
end users or any one or combination of them are participating in strategies
which Fly Casino®, in their sole discretion deem to be abusive, Fly Casino®,
reserves the right to revoke the entitlement of such end user(s) to the
promotion and required that all bonuses and winnings related to such abuse be
reversed and/or forfeited."
They took my winning without telling me anything, and after that they used an excuse that it was not true.
After they realized that this is wrong they throw me this "rule" in the email which i dont understand exactly what it means.
My guess is that they simply dont want to pay my winnings, but for half a year (almost) and now they dont seem to have any problem with me depositing my money to their casino and playing.
This is really unacceptable, i am waiting your responce regarding the issue.
Thank you,
Daniel
Screenshot
