The player from Germany had requested withdrawals of 500 euros on May 16th, 17th, and 18th, and had completed the KYC verification on May 22nd. However, as of June 1st, the payouts had remained pending with no further updates. The player reported that one withdrawal of 500 euros had been successfully processed, but two remaining withdrawal requests had been pending for over two weeks. The complaint was marked as resolved after the player confirmed the issue had been addressed, and the case was closed by the Complaints Team.
Flappy Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Flappy Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Translation
Good day...
I requested a withdrawal of 500 euros each on May 16th, 17th, and 18th...
I was asked to verify my identity via KYC, which I did, and on May 22nd it was successfully confirmed that I was verified.
Today is June 1st and nothing is happening.
My payouts have been pending since May 16th.
"pending"
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear paddyfc85,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
TranslationHello, I already answered all of that in the questionnaire....
Yes, I already made a withdrawal there a few months ago, but I didn't have to verify my identity....
Yes, with bonus and successfully implemented without violating the bonus conditions...the first 500 euros were paid out yesterday at noon...
There are still 2x500 pending orders, and they've been pending for over 2 weeks.
Automatic translation:
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2 weeks ago
Thank you very much for your response. Do you have any updates for us in relation to the remaining withdrawals? Have you received the payments?
Thank you for your patience and cooperation.
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1 week ago
Dear paddyfc85,
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.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear paddyfc85,
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,
Attila
