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I had a balance of 2,950 EUR at Flagman Casino and requested a withdrawal to my own verified account.

Shortly after, the casino blocked my account for additional verification and demanded a video call where I would show my face, my ID document, and answer questions about my account.

I travel a lot for work, so arranging a live video call on short notice is not something I can simply do at any moment. On top of that, I did not understand why this was being requested at all. I had already provided my documents, and being told I needed to sit in front of a camera and be interrogated about my own account is not a normal verification procedure. I have never been asked to do this at any other casino.

Despite this, I still completed the video call about 1.5 months later. The casino accepted it and let me go through with the verification without any warning that my balance was already at risk of being confiscated. Only after I had completed the call did they suddenly inform me that my full balance had been confiscated under rule 8.20.1, claiming I had failed to provide the requested information within a 10-day timeframe.

If the deadline had already passed in their view, they should not have accepted the video call and gone through the verification with me. Allowing the call to take place and then confiscating the funds afterwards is contradictory and unfair.

This is unfair and disproportionate for the following reasons:

I did complete the verification. The video call the casino requested was carried out and accepted.

The casino went through the full video verification with me and only confiscated my balance afterwards. I was never told beforehand that my funds were at risk of being lost.

Requiring a player to arrange and complete a live interrogation-style video call within a short window is unreasonable, especially for someone who travels frequently for work. Availability depends on both sides, not only on the player.

This type of video call is not a standard or normal verification step. It was not clearly explained to me, and I did not understand why it was necessary. I have never come across this practice at any other casino.

Confiscating 2,950 EUR of legitimate player funds, after I had already requested my withdrawal and after

I completed the video call they asked for, is in no way a proportionate response.

I am requesting the full return of my balance of 2,950 EUR.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify when exactly the casino first contacted you regarding their request for a verification call? Did you respond to their email, and if so, on what date?
• If there was any extended communication about arranging the video call—especially if you were traveling or unavailable—could you also explain whether this discussion took place over a longer period, or if you only replied after a significant delay (for example, around a month and a half later)?
• Additionally, could you specify which types of games you played in order to accumulate your winnings?
• Finally, could you describe what questions the casino asked you during the verification call?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you please clarify when exactly the casino first contacted you regarding their request for a verification call? Did you respond to their email, and if so, on what date?

They blocked my account.

If there was any extended communication about arranging the video call—especially if you were traveling or unavailable—could you also explain whether this discussion took place over a longer period, or if you only replied after a significant delay (for example, around a month and a half later)?

Video call with a unknown person is really unfriendly and weird I felt an invasion of privacy it's not easy.

Additionally, could you specify which types of games you played in order to accumulate your winnings?

just slots I could have lost everything to 🙁

Finally, could you describe what questions the casino asked you during the verification call? It was ok around what games I played

Please forward all email communication between you and the casino customer support regarding the verification of your account, as well as the message informing you that your account had been blocked, to veronika.f@casino.guru.

Thank you in advance for your cooperation.

Dear Ndidiamaka1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru