The player from Hungary had completed KYC during registration, which was accepted; however, after winning and attempting to withdraw, her selfie for KYC was rejected, and she was unable to re-upload it. Despite emailing support, she received no response and was left only with automated replies from a bot. The issue was resolved after the player confirmed that the cashout was processed. The complaint was marked as 'resolved' in the system.
Flappy Casino - Player is facing delayed withdrawal due to KYC issues.
Amount: €3,000
Flappy Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
Public
Public
1 month ago
I made the kyc when I registered, it was accepted. Then I played and won, when I tried to withdraw they delayed a day, it's fine, it was weekend, then at Monday I see that my selfie is rejected from kyc, the site does not lets me upload a selfie with card again. (I wrote emails to kyc and support email they don't responded yet)
Maybe my side was wrong at first place, but they only said it when I tried to withdraw, if I knew the kyc system is not reliable I don't even start playing. The site only lets me talk in messages with bot's that say the same thing over and over.
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1 month ago
Hello viperwilde,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Flappy Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Hello viperwilde,
As advised above, withdrawals take up to 14 days. Until then, I can only recommend to wait.
Please keep us updated and let us know in case the money would arrive or any other issue would occur.
Regards,
Nick
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Public
3 weeks ago
Dear viperwilde,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
