Flappy Casino - Player accuses the casino of refusing to payout winnings.

*Emailed Flappy Casino a number of times since October 8th with the desire to close my account but it seemed completely impossible.

As I find it difficult to stop playing, I gambled away about €15-20,000 until the beginning of December, when I received a big win (about €20,0000).

Wanted to withdraw the amount, but after several emails to them, I was only allowed to withdraw a small amount per day...... as a player, I couldn't resist..

...in under 1h (less than an hour!!!) my game gave basically no profit so €20,0000 disappeared from the account. Undeniably, their game programs are designed so that you cannot win.

My bad behavior has meant that I had to cancel the holiday trip until New Year and cancel a purchase of a new family car.

When I explained the misery I was in and that I was now bankrupt, they closed the account. However, I managed to log back into Flappy last Friday with one of my email addresses. Deposited €50 and played for two hours. To my great happiness, I had €2663 in my account.

FINALLY it was going to be a slightly better Christmas....but NO!

Flappy Casino refuses to pay out the money. They have closed the account and refer to the fact that I made a duplicate of my account!

I think: If they can't pay me this €2663, then they should be liable to refund the €15-20000 I deposited to them after I tried to close the account a number of times.

Not paying the €2663 I consider to be pure theft.

Also want to point out that they are completely useless at answering emails.

Sincerely,

Peter K******

Dear peterkreckel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

Did you specify in that request for how long you wish your account to be suspended and the reason why?

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 48 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 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear peterkreckel,

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.

Dear peterkreckel,

Thank you for reaching out via email. I noticed that the forwarded casino email did not clearly indicate the reason you provided for requesting the permanent closure of your account.

• Could you please confirm whether you followed the instructions in my previous response, where explicitly mentioning your gambling problem as the reason would ensure a clear record of your intention to have your account permanently closed?

Looking forward to hearing from you.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.