Flappy Casino - Casino confiscated the player's winnings.

I played at this casino and won a prize, but when it came to withdrawal, they used a bank account number that doesn't belong to me. I kept sending emails and talking in the chat, providing documents to verify my account number. After a lot of runaround, I realized that they had closed my account and kept all my money. This casino is a scam, I didn't receive a single euro from my winnings. They don't pay and deceive people. I hope nobody else gets duped, we should report them so they get what they deserve.

Dear Karlav,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Flappy Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Whose bank account number you used when you requested your withdrawal? Please note that you should always use the payment methods that belong solely to you.

Have you made any successful withdrawals before?

Could you please confirm that you passed the full KYC verification?

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

Good morning, I used the right nib, I always sent my nib correctly, my account had been verified with the correct nib. I have the emails sending the documents with my nib, I don't know if it was a mistake or if it was the casino itself, in order not to pay, that changed the account nib and the wrong nib appeared on the website, but as it was only showing the first numbers I don't know straight away, but they acted in bad faith, there was 900 euros in the account and there was an error but not on my part as I always gave the documents correctly and tried to explain that I had never given that nib wrong, as that just makes me would make me run out of money. My account after I sent the nib was verified, I made a withdrawal, but apparently I don't know how that account number appeared, as I didn't put it there, it could have been an error or it was the casino itself not paying, I I wasn't using a number that isn't mine, and they say they sent 250 euros to that account, but they're so strict why they sent money to that account, when my documents had been verified with my correct nib.

I never provided them with documents or put any other nib on the website other than my correct nib, I tried to explain that it must be an error and that that account was not mine and they closed my account with the remaining 900 euros that were still in the account.

Before we proceed with your case, can you please forward me any relevant communication between you and the casino (chat transcripts, emails, screenshots)? My email address is veronika.l@casino.guru. Thank you.

I've already sent an email with the prints I have, once again I want to say that this flappy casino is fraudulent, don't play because they always find a way not to pay.

Could you please advise how many deposits you made into the casino? What payment methods did you use? How many payment cards did you use for depositing?

Good morning, I made a lot of deposits at the casino, around 900 euros but deposits of 20 and 40, several times always with the same card, I always used the same card and from the correct account that I sent the nib to.

Thank you very much, Karlav, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks

Hi Karlav,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Flappy Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the player entered her bank details for the withdrawal manually or if it was done by the casino team? Do I understand correctly that the discrepancy was discovered after the verification of the payment method?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Karlav, I have been contacted by the casino representative. The withdrawal details are provided manually by players, so you were asked to enter your IBAN manually each time when you requested a withdrawal. According to the casino, two withdrawal requests were approved and sent to the bank number you stated in your request. Then you were asked to verify this bank account but you haven't provided the casino with the requested documents. You have also shared the screenshots of your email communication with the casino where they asked you to verify the account number ending with 3073 several times, however, you shared irrelevant bank details.

As I can see from the evidence presented by the casino, you have never entered the IBAN you tried to verify to request withdrawals.

Do you have any explanation for this?

I have never entered any iban other than mine, if they ask to verify the account, then why did they make a deposit to an account that was not verified. Was I going to put in a nib that I don't know about to end up without my money? The accounts only appear with a few digits and I didn't immediately check to see if the account was wrong. However, I still had 900 euros to withdraw and I was explaining that there had been an error that I'm sure wasn't mine, it was either the casino or the system that changed the account number because I wasn't going to use an account number that I don't know. I confirmed with documents that my account was the one I had sent for more and they closed the account with 900 euros. This was all a fraud to avoid paying the premium. They've already done this to more players. I never provided the wrong account or entered it manually, yet I was proving what my account was and they still took my money. What happens is that the casino is not trustworthy but fraudulent.

Dear Karlav, are you sure no one else has access to your player's account at the casino? As stated before, withdrawals are requested by players so players enter their bank details manually. The casino only approves the request and doesn't change anything in the bank details.

What payment method have you used to make deposits? Was it the same bank account?

Good morning, I have always used the same methods to deposit, no one has access to my account, so if we add the account manually what is the purpose of verification? And if there was an error, it wasn't mine and I was sending documents to withdraw the rest of the money, because they closed the account with 900 euros to withdraw. As I said, I am sure that this casino is not trustworthy and what they did is fraud. I never added an account that wasn't mine, and I sent the requested documents to be able to withdraw my money, they just closed my account because I had a lot of money there, what they did was a fraud, no money from another was ever added account, if it wasn't the casino it was a system error, I always used the same account to deposit, and I never used an account that wasn't mine, they closed the account to keep my money.

The purpose of verification is to check if the bank account belongs to the player. According to the casino, you were asked to verify bank account details used for the withdrawal requests several times but failed to do so therefore the casino cannot process your withdrawals until you upload the bank statement for the bank account **3073.

This is the responsibility of players to comply with the terms and conditions of the casino. Based on the standard regulations, the casino can ask players to provide it with legitimate documents to verify their identity and payment methods. Unfortunately, we cannot help you resolve this issue if you aren't able to provide the requested documents. To avoid situations like this in the future, be careful with what bank account details you use at the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia