Flappy Casino - Player's self-exclusion request ignored by casino.

Hello, I have been trying to close my account on this casino for over a week now but they just ignore my emails. I have asked for permanent self-exclusion.

Dear joeblack1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Flappy Casino.

I checked the casino's responsible gambling section and found this:

"You can always contact our support department at support@flappycasino.com and ask to terminate your Flappy account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before.

Please contact customer support team if you want to set a personal cooling-off period."

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (your reason).

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@flappycasino.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments.

If this request doesn't work within a few days, please let me know and we'll intervene.

Thank you in advance for your reply.

Dear all,

Please, allow us to intervene and provide further clarification on the ongoing case.

The game account of the player has been closed and the player has been notified via email about it.

We hope that this will clarify the situation.

Kind regards,

Flappy team

Thanks for the reply to the Flappy Casino representative.

Dear joeblack1,

Please let me know if we may consider the issue resolved. I'll await your message.

Dear joeblack1,

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.

Yes, the issue is resolved. Thanks.

Dear joeblack1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Flappy Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru