The player from Italy, who had self-excluded from a sister casino, had created an account at Flappy Casino and deposited after passing the KYC verification. However, his account was later blocked without him having informed the casino about his self-exclusion. The player had used the same personal data for registration as in the previous account, and his KYC documents had been approved quickly. He had faced issues with customer support, who had closed the chat on him without providing a resolution. He had also complained about the casino's use of incorrect merchant codes for credit card transactions. Despite his self-exclusion, the player had continued to receive promotional emails from the casino. We had investigated the matter, but due to the terms of the Antillephone license and the lack of explicit self-exclusion across all brands in the initial email from Rollino, we were unable to assist the player further. The complaint was closed and the player was advised to use our Self-Exclusion Assistance Tool and seek professional help for his gambling problem.
Flappy Casino - Player's account was blocked.
Amount: €2,300
Flappy Casino
Safety Index:HighOther
REJECTED
Case summary
Hello, yesterday I opened a gaming account on this casino. I started depositing only after passing the KYC verification.
I made 3 deposits for a total of approximately 2300€ which I lost.
This morning, when I tried to access my account, a message popped up saying that my account has been blocked due to gaming issues
Actually, when considering the company this casino belongs to (Altacore NV), it reminded me that last year in September I had requested a permanent self-exclusion from the sister casino Rollino. I had even sent a complaint here on Casino guru because they didn't close my gaming account promptly.
In this case why then did Flappy casino allow me to open a new gaming account, make me pass the KYC verification and only afterwards did they realize that I had already been self-excluded?
Why did the casino, knowing I had gaming issues, only block my account after my deposits without my having informed them about my self-exclusion?
Dear carsix79,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Flappy Casino. I have checked the Terms and Conditions, and this is what I found:
7.5. If a player closes his casino account due to "problems with gambling" / "loss of self-control over the game" / "gambling addiction", in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino.
The player undertakes not to open a new account. The casino is not responsible for opening by you a new account and any losses that you may incur after opening a new account. We reserve the right at any time to close an account that was created on violation of these rules.
7.6. In case of violation of the rules of the project, the casino administration can return the deposits to the player with the deduction of administrative commission up to 15%, depending on the player's payment method.
Could you please advise if you used the same identity information (email, name, address, phone number) for your registration in Flappy Casino as you used in Rollino?
Could you kindly specify which documents you sent for KYC verification? Do I understand correctly that you sent all the documents yesterday and they were also approved on the same day?
When was the last time you communicated with customer support and what was it about?
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
Thanks for the reply.
I used the same personal data as the previous gaming account (name, surname, address and telephone number).
The email used however was different.
As documentation I sent ID card, selfie with ID card in hand and home user.
All these documents were checked and approved yesterday in about 20 minutes.
Only after KYC verification did I start depositing money.
I contacted customer support via chat and as soon as I asked the question they closed the chat without the possibility of accessing it again.
I also sent a complaint email to support without getting a response yet.
I hope for your help.
Thank you.
Can you please specify why customer support closed the chat on you? Do you have the transcript of your conversation? If you do, please forward it to veronika.l@casino.guru. Send me also any other relevant communication between you and the casino, so that we can continue with the investigation of your case. Thank you.
I don't know why they closed the chat but I think it's because they know they are wrong. Now the chat is also blocked.
I saved the transcript via email I sent you.
I also sent you my complaint email to which I have not yet received a response.
The casino has not yet processed the deposit refund that I am entitled to and continues to ignore my emails. I hope that the evaluation of this latest criminal casino by that equally criminal regulatory body that is Antillephone will be revised significantly downwards.
I have not received any emails from you. Could you please check if you wrote the correct address? It's veronika.l@casino.guru.
Could you also send me the email you received from Rollino Casino after you requested to be self-excluded? Were you informed if your self-exclusion was valid in more than just one casino owned by the company?
In fact I had written the address wrong.
I forwarded everything to you.
At the Rollino casino I had sent a self-exclusion request on all the casinos of the Altacore group and they closed the gaming account without sending me any notification via email.
Flappy casino knew about my self-exclusion because they closed my account as a problem gambler without me telling them anything. The problem is that I had already gone through KYC before depositing money. Also in this case no email sent to me and chat blocked after asking for explanations.
As an aggravating factor, another complaint I make to the casino is the use of incorrect merchant codes for credit card transactions.
They use shell companies located in various parts of the world to make credit card payments appear to have reasons other than gambling.
This illicit system bypasses the block I placed on my card to refuse those types of transactions.
In practice you can exclude yourself from their casinos, you can set a block on your credit card but they still allow you to open new gaming accounts and have money deposited without problems!
Thank you for your emails. However, I received only the email you sent on January 31 to Flappy Casino, where you informed the casino about your gambling addiction. Have you received any reply from them?
Self-exclusion in the casinos of this group works so well that I continue to receive promotional emails from Rollino even though in the responsible gaming paragraph it is explicitly written that they will no longer send advertising material after a self-exclusion request.
Flappy casino allowed me to open a gaming account, verify my personal details via KYC and instead of blocking me due to gaming problems it allowed me to deposit and lose money.
When I should have received the weekly cashback on losses they blocked the account due to gaming problems without any communication.
So why if they knew I had a gambling problem did they allow me to deposit money after KYC?
They also bypassed the block set on my credit card for gambling transactions by using third-party companies with different merchant codes.
Looking at your latest screenshots, could you please resend me the emails from 5/9/2023? (veronika.l@casino.guru)
I sent you everything.
I would like to know why, despite being on the blacklist of Altacore group casinos for gaming problems, Flappy casino allowed me to register, pass KYC, deposit and close the gaming account due to gaming problems without sending me communications and without my having them be warned of nothing!
Dear Veronika, I have important and at the same time very disconcerting news.
I managed to sign up at another Wintopia sister casino with the exact same personal details and the exact same thing happened.
I passed the KYC, I deposited €1500 and about twenty minutes later while I was playing they blocked my account. When I try to log in I always get the same "account blocked due to gaming problems" screen. There was also some money in the gaming account.
I asked for explanations in chat and the response was "I don't know anything, send an email to support".
As in the case of Flappy casino, email support does not respond.
At this point I'm desperate and I won't hide from you that I'm thinking about bad gestures towards myself. They took advantage of my problem gambling status by stealing more money from me.
I would like you to contact the casino immediately to help me get the deposits spent in these two casinos otherwise I will end it.
We regret to inform you that the Antillephone license does not require casinos to block users from all brands owned by the same company. Additionally, the email you received from Rollino after requesting self-exclusion did not specify that you would be excluded from other brands. The email also did not provide a list of casinos where the self-exclusion would be valid. Unfortunately, we are unable to assist you in this matter and this complaint will now be closed. We apologize for any confusion or inconvenience this may have caused.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
