Flappy Casino - Player's withdrawal is delayed due to privacy concerns.

After depositing with USDT cryptocurrency, playing, verifying my account by sending documents, and requesting my first withdrawal via the same method (USDT bep20), I received an email (see attachment) requesting me to record a continuous video where I navigate through my entire Binance crypto account, including my personal data, transactions, and crypto addresses. During this navigation, my savings balances and other transactions unrelated to this casino will be visible. I consider this an extreme requirement that violates the privacy of users who choose cryptocurrencies precisely to avoid such issues.

I already told you that I could send you a screenshot of the deposit transaction and a partial screenshot of my data as shown by Binance, and nothing more.

I am absolutely not going to send a video that puts my life savings and privacy at risk.

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.

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Dear cabomota,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing and the concerns you have regarding the verification request and your privacy.

Thank you for clearly explaining what the casino requested and why you consider this requirement excessive. To better assess the case and determine whether the casino’s request is justified or disproportionate, I would like to ask you a few clarifying questions:

• Could you please confirm whether this video request was presented as a mandatory condition to proceed with your withdrawal, or whether any alternative verification options were offered?
• Have you already completed standard KYC verification with this casino (identity document, proof of address, selfie), and was it explicitly confirmed as approved?
• Does the email from the casino specify why a full Binance account video is required instead of transaction-specific proof related only to this casino deposit?
• Have you previously made any withdrawals from this casino, or is this your first withdrawal request?
• Please confirm whether the requested video must show balances and unrelated transactions, or whether masking or limiting sensitive information was allowed.

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have a clearer picture, we will be able to evaluate whether the casino’s verification request aligns with reasonable KYC and AML standards, or whether it may be considered intrusive or unjustified.

If you have any relevant communication with the casino, including emails or chat transcripts related to this request, you are welcome to forward them to petronela.k@casino.guru for further review.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Could you confirm whether this video request was presented as a mandatory condition for proceeding with your removal, or if alternative verification options were offered?

*They sent me a single email directly requesting the video of my crypto wallet without alternatives. Reading their terms and conditions, it only mentions that they can request screenshots; they don't mention videos at any point.

Have you already completed the standard KYC verification with this casino (ID, proof of address, selfie) and been explicitly confirmed as approved?

Yes, it was already sent, I don't remember if it was directly or through GitHub. In the verification section, I no longer have the option to upload documents.

Does the casino email specify why a full video of the Binance account is required instead of a specific transaction proof related only to this casino deposit?

*It doesn't specify anything, it only demands a video of the crypto-wallet, where it asks for personal data, details of the movement, crypto deposit and withdrawal addresses.

Have you previously made a withdrawal from this casino, or is this your first withdrawal request?

Please confirm if the requested video should show unrelated balances and transactions, or if masking or limiting confidential information was permitted.

*This is my first withdrawal. It doesn't clarify anything about masking, but according to what they ask in the video, it's inevitable to go through sensitive areas of the crypto wallet. Besides, they're assuming all customers are professional video editors.

Attached is the only email they sent with this request

Dear cabomota,

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, Kubo (jakub.m@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.

Dear cabomota,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Flappy Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Flappy Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear CasinoGuru Team and cabomota,

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

We would like to confirm that the player has not yet completed the mandatory KYC verification process. As per our procedures and requirements, withdrawals cannot be processed until the verification process is fully completed and approved. For this reason, no payments have been processed on the player’s account at this stage.

The player has been informed accordingly and may proceed with the submission of the required documents in order for the verification to be finalized.

Kind regards,

Flappy Casino Team

Hello:

Flappy's KYC team is only now responding through this complaint, even though I resent an email to them on December 22nd, 15 days ago, and they never replied. (Unanswered email attached)

Flappy says not to verify my account, but look at the casino's verification area when you try to upload files, it doesn't work (image attached).

Therefore, Flappy Casino has only requested the video from my Binance wallet, the only thing they care about, without asking for normal things like ID, gas, water, or electricity bills; just the video, which I already warned them via email that I will not give them for security and privacy reasons.

If you want a screenshot of the specific payment made to Flappy from Binance, I have no problem with that, as it only refers to the single transaction between Flappy Casino and me. I have no reason to show you anything about the other Binance transactions.

Furthermore, I am willing to send information that has never been requested until now, such as ID, electricity bill, gas bill, selfie, whatever you want, but NO video.

After complaint, flappy casino send me this email asking again for "binance video" and a selfie holding the site’s logo clearly visible in front of you. (i dont have problem with that)

Dear Flappy Casino,

Thank you for sharing the details of the issue.

Dear cabomota,

I truly understand your concerns regarding the proportionality of the casino’s request for e-wallet verification. I know this situation can feel intrusive and frustrating, especially when you believe your personal transactions should remain private.

While I understand why you hoped we might be able to encourage the casino to adjust or waive this requirement, I would like to explain that recording a verification video for an e-wallet is, unfortunately, a standard practice at many online casinos. Casinos are obligated to comply with regulatory and anti–money laundering requirements, which means they must verify who they are dealing with and the origin of the funds used on their platform.

I completely respect your point of view, and your hesitation is understandable. However, given the current industry standards and legal obligations, I kindly recommend that you comply with the casino’s request and provide the recording as specified. This is the most reliable way to move forward and resolve the situation.

Thank you very much for your understanding.

No thanks, let Flappy Casino keep my money, I'm not going to record a video of all my Binance data and transactions.

But I would like to request that you include some warning to players who deposit with crypto that the first KYC request is a video of their wallet, not even their ID first.

The vast majority of users who use crypto won't want to make that video, so at least they should be warned.

Thank you so much.

Hello cabomota,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear cabomota,

Unfortunately, due to your explicit refusal to complete the standard verification procedures, we are unable to pursue this matter further and must therefore reject your complaint.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo