The player from Germany had trouble completing the verification process with the online casino, which hindered his withdrawal attempts. The Complaints Team identified that the issue lay in providing proof of ownership for his Revolut card. They suggested the player provide screenshots from his Revolut account to prove ownership. However, due to the player's lack of response to the team's messages and questions, the complaint could not be further investigated and was consequently rejected.
Flappy Casino - Player frustrated with verification and customer service issues.
Amount: €300
Flappy Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Translation
I am disclosing this in order for people to know that this casino is a scam. They are consistently putting up problems in order to avoid completing the verification, and it's always the same story, conversing with bots in the emails, you never get to interact with humans to finalize it. They have no customer service phone number, which complicates the process. I have explained the situation a thousand times to people allegedly in their chat, but they don't seem to understand, I truly believe they're all bots. Anyway, I'm making this public so that people know what's going on, I've been trying to resolve the issue for a week and it seems like there is no solution, they just keep telling me the same story over and over.
I'm completely fed up with this situation, the customer service is terrible, both in chat and via email, they don't know how to solve a problem.
Automatic translation:
Public
Public
11 months ago
Dear JoseMourinho69,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
From the conversation you submitted, the problem seems to be providing proof of ownership of your Revolut card.
- Have you provided screenshots from your Revolut account showing the account belongs to you and the card being assigned to this Revolut account? Usually, the screenshots from the Revolut mobile app or your Revolut account on your desktop can be used for this purpose.
- Please let me know if this solution is relevant in your case and if you need any further assistance.
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,
Tomas
