Flappy Casino - Player's account has been closed and winnings confiscated.

I am writing to formally submit a complaint against Flappy Casino (operated by Altacore N.V., Curaçao Registration No. 151002) regarding the unjustified closure of my account and the withholding of €4,500 on 17 April 2026.

Background:

I have been an active and verified customer of Flappy Casino for over 12 months. During this entire period, the operator accepted all of my deposits without raising any compliance concerns, verification issues, or policy violations. My deposits are fully documented on my bank statements under the merchant name Kryptonim, which is the payment processing entity used by Altacore N.V. / Flappy Casino.

What happened:

On 17 April 2026, immediately after I requested a withdrawal of €4,500 and successfully completed the KYC verification process, Flappy Casino abruptly closed my account citing a "duplicate account" policy. The operator claims my current account (manuel97) is a duplicate of a previous account I had opened and formally closed over a year ago in accordance with responsible gaming practices.

Why this is unjust:

1. Inconsistent and selective enforcement

If my account was considered a policy violation, the operator had 12 full months and numerous deposit transactions to identify and flag this. Instead, they chose to enforce this policy exclusively at the moment they were faced with a significant withdrawal obligation of €4,500. This is not compliance — this is selective and predatory enforcement designed to avoid paying out.

2. KYC completed — identity fully verified

I successfully completed the full KYC process, submitting official identity documents. The operator is fully aware of who I am. Using KYC as a gateway to confiscate funds rather than to verify identity is a direct abuse of the process.

3. Previous account was formally closed

The account flagged as a "duplicate" was closed by me in accordance with responsible gaming practices. It was inactive and held no funds. Opening a new account after formally closing a previous one is not a violation under any fair interpretation of responsible gaming policy.

4. No prior warning, no communication

At no point during 12 months of active play did the operator contact me regarding any compliance concern. The account closure came without warning, without explanation beyond a generic policy citation, and without any offer of resolution.

Evidence available:

• Bank statements (Postepay) showing all deposits under merchant name Kryptonim

• Email correspondence with Flappy Casino support

• Documentation of KYC completion

• Record of withdrawal request dated 17 April 2026

• CGA complaint reference (complaint already filed with the Curaçao Gaming Authority on 18 April 2026)

Resolution requested:

I request the immediate release and payment of €4,500 — the full balance present in my account at the time of closure.

I have already contacted Flappy Casino directly at support@flappycasino.com and filed a formal complaint with the Curaçao Gaming Authority at complaints@cga.cw. Both contacts have been notified. I now turn to AskGamblers as an independent third party to assist in resolving this dispute.

Important notice:

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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.

• When exactly did you first submit identity documents to this casino for verification? Was it only after you requested the €4,500 withdrawal, or had your account already been fully verified before that?
• Could you please specify when you closed your first account at Flappy Casino and when you created your second account?
• Regarding the closure of your first account, could you please clarify whether you requested self-exclusion through customer support or closed the account yourself via your profile settings?

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

1. I submitted my identity documents after requesting the withdrawal, as the casino initiated the KYC process at that point.

2. I closed my first account approximately one year ago. I no longer have access to that email address due to technical issues with my Microsoft account.

3. I contacted customer support to request a voluntary account closure as I wanted to take a break from playing. The two email addresses are similar because I created the second one to avoid forgetting it, not to circumvent any policy. I never used multiple accounts simultaneously, never abused bonuses, and my accounts were never active at the same time.Dear Veronika,

1. I submitted my identity documents after requesting the withdrawal, as the casino initiated the KYC process at that point.

2. I closed my first account approximately one year ago. I no longer have access to that email address due to technical issues with my Microsoft account.

Dear Veronika,

1. I submitted my identity documents after requesting the withdrawal, as the casino initiated the KYC process at that point.

2. I closed my first account approximately one year ago. I no longer have access to that email address due to technical issues with my Microsoft account.

3. I contacted customer support to request a voluntary account closure as I wanted to take a break from playing. The two email addresses are similar because I created the second one to avoid forgetting it, not to circumvent any policy. I never used multiple accounts simultaneously, never abused bonuses, and my accounts were never active at the same time.

I would also like to add an important detail: my second account was not opened unilaterally by me. The casino itself assisted in reopening my account after my previous closure. This confirms that the operator was fully aware of my history and explicitly accepted me back as a customer. They cannot now invoke that same history to withhold my withdrawal after accepting 12 months of deposits and completing my KYC process.

This behavior demonstrates a clear and deliberate pattern: the operator accepted my deposits for 12 consecutive months with

full knowledge of my account history, only to enforce this policy exclusively at the moment of a significant withdrawal obligation.

Best regards,

Thank you for your responses. Do you have any chat transcripts, screenshots or emails of your communication with customer support assisting you with creating your second account? If so, kindly forward the evidence to me at veronika.f@casino.guru.

Dear Veronika,

I have just sent you an email at veronika.f@casino.guru with the subject "Complaint Follow-Up – Manuel97 | Flappy Casino | €4,500 Withheld | Evidence Submission", containing all requested clarifications and supporting evidence.

Please let me know if you need anything else.

Best regards.

Thank you for your detailed explanation and for providing the supporting evidence.

After carefully reviewing all the information, we would like to clarify our position. Even if your previous account was closed due to inactivity, it does not grant permission to create a new account. In most cases, players are required to continue using their original account or request its reopening through the casino. Creating a new account, even after a long period of inactivity, is generally considered a violation of the casino’s Terms and Conditions.

You confirmed that you knowingly created a second account using similar personal details. From our perspective, this constitutes a duplicate account, regardless of whether both accounts were active at the same time or whether bonuses were used. Based on the evidence provided so far, we have not seen clear confirmation that the casino explicitly approved the creation of a new account or reopened your original one. Without such proof, we cannot conclude that the casino knowingly allowed an exception to their duplicate account policy.

We also understand your concern that the casino allowed deposits for an extended period before taking action. However, delayed enforcement does not invalidate a breach of the Terms. Casinos often detect duplicate accounts only during verification or withdrawal checks, which appears to be the case here. The fact that verification was requested only after your withdrawal does not affect the outcome of the case. KYC is commonly performed at the withdrawal stage, and it often leads to the discovery of account-related issues.

Based on the above, we must conclude that the casino acted in accordance with its Terms and Conditions regarding duplicate accounts.

Unfortunately, in such cases, we are unable to assist further, and this complaint will be closed as rejected.

Thank you for your understanding.

Best regards,

Veronika

Casino Guru