Flappy Casino - Player’s account is locked with delayed responses.

Hi,

I need help. I verified my account and received two €500 withdrawals without issue. After submitting a few more withdrawal requests, I was suddenly asked for new documents and told my account was locked.

I sent everything, including a selfie with the casino’s website as requested. Since then, no reply. I’ve emailed support asking for an update, but I’ve been completely ignored.

I’ve done everything asked of me and just want to know what’s going on and when my account will be unlocked.

Please help me resolve this.

Dear punkywild,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of the documents approved or rejected by the casino?

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi all of my documents I provided were approved as far as I know. First I uploaded my identity document and my bank statement which were both approved and I was verified. They paid me 1000 euros total and then additionally they requested my mifinity account details and my selfie with passport against the background of their site. I sent that with a bit of delay as I did not have my laptop on me. Selfie was rejected because literally my hair was not visible fully at the top, but okay. Then I sent the other one immediately and since then I did not receive any feedback. Along with that, my account is still locked.

Thank you very much for your reply, punkywild. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hi I sent the transcripts to your email, let me know if you need anything else.

Thank you very much, punkywild, for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello punkywild,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to ask you to send the mentioned photo to my email address [email protected]. I will then be able to evaluate the photo myself and let you know if anything has to be changed according to our guidelines and recommendations.

I would also like to invite the Flappy Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? What is the issue with the photo punkywild provided? Can you give us some guidance on how to proceed?

Dear Martin,

Following our internal investigation, we are formally requesting the rejection of the complaint submitted by player PUNKYWILD.

We have identified a breach of our Terms and Conditions, along with indicators of coordinated gameplay within a player coalition.

All supporting evidence has been provided to you via email.

Kind regards,

Flappy Casino

Dear parties,

I can confirm we have received the message from the casino. Investigation is now ongoing on our end.

Dear punkywild,

After a thorough review of your case, I am rejecting your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all connected by the same betting patterns and deposit behaviors. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance.

Best Regards,

Martin