Flappy Casino - Player's withdrawal is delayed.

ive been verified at this casino for along time. i had 4413 win back in november. midway through my withdrawal process of 750 at a time they asked me for a selfie with the website in the background, i submitted it and got an email saying im now fully verified. since then they havent processed a single transaction (since end of december). the withdrawal keeps bouncing back with no explanation. i emailed them multiple times and got no answer.

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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.

• Have you made any successful withdrawals from this casino before?
• Have you tried selecting a different payment method for your withdrawal request?
• Which payment methods have you used so far for depositing money into this casino?
• Which communication channels did you try to contact the casino's customer support team?

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

Have you made any successful withdrawals from this casino before?

yes . as i specified in my complaint. i have 2163 $ left of the 4400 win . so they paid put half before asking more verification stuff. and ive had withdrawal way before that as well that worked.

Have you tried selecting a different payment method for your withdrawal request?

im only allowed to withdraw with the method you deposit with.

Which payment methods have you used so far for depositing money into this casino?

interac

Which communication channels did you try to contact the casino's customer support team?

email (no answer) , and live chat always says that they cant do anything and i need to email . but no one answers on email

Dear buitragobenedicto2

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello buitragobenedicto2,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Flappy Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

hey quick update: as soon as you invited flappy to to solve the complaint, they finally paid me for the first time in almost 2 month. theres still 4 payment to go so i hope they will pay it out in a timely manner

Dear CasinoGuru Team and buitragobenedicto2,

Thank you for the opportunity to clarify the situation regarding the player’s withdrawal requests.

Following an internal review, the player’s account is subject to additional risk and compliance checks, and therefore, withdrawals are processed on an individual basis, in full accordance with our Terms and Conditions.

As outlined in Clause 9.5 of our T&Cs, withdrawal timelines may be impacted by factors including security checks, risk assessment, account activity review, regulatory compliance, and other operational considerations. These procedures are part of our standard controls and apply irrespective of whether a complaint has been submitted.

Please note that internal risk classifications and review outcomes are not shared with players, as they form part of our confidential security procedures. This may have led to a misunderstanding regarding the expected withdrawal timing.

We would also like to clarify that the timing of a processed withdrawal follows our internal review cycle and is not related to the complaint escalation. All payments are handled strictly according to internal procedures and regulatory obligations.

Withdrawals on the account continue to be processed individually, as permitted under our Terms and Conditions. There is no undue delay, and the account is being handled in line with our policies.

We remain available should any further clarification be required.

Kind regards,

Flappy Casino Team

Dear Flappy Casino Team,

Thank you for the detailed information and clarification.

Could you please let us know when the additional checks are expected to be completed, or provide an estimated timeframe for when the review may conclude?

Dear buitragobenedicto2,

once your withdrawal is processed and you have received your funds, could you kindly confirm this with us?

Thank you both in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear buitragobenedicto2,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia