– your source for reliable information about online gambling.

  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
Aweber logo
[X] Close this form and return to site
Close geo
Turn geolocation on
Locale settings

Currently viewing:

English in United States

Flaksi Casino - Welcome bonus wagering


Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Player's Complaint

I made my first deposit to Flaksi casino on August 21, 2023. I claimed so called "welcome bonus" which doubled my deposit of 150 € so I received 150 € bonus money. I went on to wager the bonus money playing slots. I kept a record all the time of how much money I had wagered so that I knew how much more I have to play in order to meet the wagering requirement for that bonus money. Before playing, I had went to their terms & conditions -page ( ) to make sure what the wagering requirements were. On that page, there's a section 24: Promotions, which advises to move to a next page for promotional terms: "Please see our Standard Promotional Terms and Conditions and Significant Terms and Conditions (where applicable) for information on promotions, bonuses and offers."

I then clicked the link "Promotional terms" on the bottom of the page, in order to find the requirements I was looking for ( )

On that page, there is a section 5: "Bonus Account and Wagering (Play Through) Requirements", which I thought applied to my case since I was playing with so called welcome bonus -money. I read it trough, found a list of "forbidden" games and found that the wager requirement was 40x bonus money, so in my situation it would be 150 € x 40 = 6 000€. (There is an example at section 5.5: For Example: A Player has purchased €100 and received a bonus of €100, therefore has a total balance of €200. The Player has decided to play slots only, therefore, the Player must stake (wager) 40 X €100 = €4,000 before the bonus is converted into cash and eligible for withdrawal.)

I got lucky pretty quickly and won over 2 000 €. But once I got that win I checked how much more I have to play, I realized that I had clearly misunderstood the wagering requirements. I asked this on a customer service chat. They replied that the wagering limits of this welcome bonus were actually 40 times both, the deposit and the bonus. I thought this was weird because they even had an example on the section 5.5 in the promotional terms.

I then went on to play for many more hours since the wagering requirement in my case was 12 000 €. I played with bets of <1€, 2€, 3€, 4€ and 5€. Then, when I had less than 2 000 € left to wager, I entered one slot that apparently didn't have 5 € bet available so I set it to 6 € and played for 51 spins (306 €). I didn't get wins and thought that was too high bet for my balance anyway so I reduced it down back to less than 5 €. But I had already made a mistake. I did not know that they had a rule for max bet: over 5 € bets were not allowed during bonus wagering. This part was not mentioned in Promotional terms -page and neither in Terms & Conditions -page.

Of course if I had known this rule, I wouldn't have bet over 5 €. I was already almost done with wagering requirements after playing for 5 hours. Unaware of this rule, I continued playing with below 5 € bets and completed the 12 000 € wagering requirement and then withdrawed 2 500 €. I was happy that I managed to keep my balance for so many spins as I know that casinos have calculated that not many players are lucky enough to actually win money with the bonus, especially having to wager both the deposit and the bonus for 40 times.

On the next day I received a message that they had cancelled my 2 500 € withdrawal and set my balance back to 150 € due to max bet rule break. This was devastating, as I had been really precise for example on which games were forbidden and tried my best to figure out the terms of the bonus. But the "Promotional Terms" -page turned out to be wrong page to look for information on the specific bonus. Where I really should have looked was in fact the main page: the correct terms of welcome bonus were under all the slots and I would have had to scroll all the way down, under "Popular", "Slots", "Live", "Megaways" etc. sections to find them. They were not where I thought they were supposed to be.

I'm really dissatisfied with this situation, since I feel that Flaksi casino just tried to look for a loophole or excuse not to pay me my winnings. But my "rule break" was so minor: I played with just 1€ too large bet and only for so few rounds that the part of these forbidden spins was just 2,5% of the whole wagering. I feel this is really unfair that they took all my winnings because of this, because these 51 spins didn't even provide me any remarkable winnings. I would understand if they took the 306 € because of that oversized bet but 2 500 € - that seems unfair. Especially considering that the actual terms were not in a logical section.

Is there anything you can do for me? Taking all my winnings due to a minor mistake like this seems extremely unreasonable.

Read the casino review

1 Responses

User icon
September 5, 2023

Hi Peikko - welcome to!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Firstly, you claimed the welcome bonus, that the promotional banners links to the relevant terms and conditions and state:

"Wagering requirements are 40 times cash amount + bonus amount."

Those terms do also link to the general promotional terms and conditions, which state:

"5.4 Bonus amounts credited to a player's bonus account are subject to forty (x40) times wagering requirements before they are converted to your Cash Balance and can be withdrawn (unless explicitly stated otherwise in the Significant Terms)."

Given that the promotion specific terms clearly define the wagering requirement, the supersede the general terms.

Furthermore the promotional terms provide the following restriction in relation to bet sizing:

"9. Maximum bet allowed is 5€. Should you bet higher than this while the welcome bonus is in play, we reserve the right to confiscate all winnings."

That being the case, if you have exceeded the maximum allowed bet, the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.

Sorry we cannot be of further help.


Leave a Reply

You must be logged in to post a comment.


Peikko consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Any involved parties

September 4, 2023

United States country flag