Flappy Casino - Player's winnings are being ignored by the casino.

Hello and good morning. First off I would like to thank you so very much for having a service such as this, helping people who have been wronged by a casino but never have had any resolution or just plain rude people who straight up lie so they don’t have to pay a player out is absolutely disgusting. I’m hoping that you will see that my issue is just so obvious and you will have my back here. Whatever payment I have to make to you to receive my funds and to say thank you, just please let me know and I’ll be glad to which ever amount you decide on. This is not just about my money but the principle of the dishonesty.

I’ve attached two screenshots and a video outlining my situation. I was playing a game, landed on a jackpot, and then received an error message. I submitted a ticket to support, but for two days, they kept asking for information I couldn’t provide—like the session ID from my history. Their system doesn’t allow filtering by exact date, time, or amount, and with over 20,000 pages to go through (10 records per page), it was impossible.

Eventually, they got back to me, claiming the amount had been added to my account after the fact. However, that was clearly not true, as the funds were never deposited. To make matters worse, the exact same issue happened again with the same game last night, and that amount still hasn’t been credited to my account.

It’s clear they are lying about the situation. They’re now avoiding my questions about the second occurrence, likely because it caught them off guard. They seem to be scrambling to come up with another excuse to avoid doing the right thing and crediting me what I’m owed.

This behavior is disgusting and unfair, especially considering how many others may be going through the same thing. Thank you so much for your help—I just want what’s rightfully mine.

Kindest regards

Kevin.

sorry I’ve been trying to add the video as a .zip and.mov but it won’t let me. Is there an email address I should send to? It will better outline the situation and show you exactly how I so strongly believe I’m in the right here , but just being treated with nothing but disrespect and shrugged off like I’m just going to stop but I won’t. And you will see why I won’t lol.

thanks again. So very much appreciated.

Dear whipper7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello,

Thank you for your response. I’ve included a screenshot and video to support this. Unfortunately, I did continue playing for a bit after submitting my initial ticket. Regarding the gameplay history, it’s almost impossible to locate on my end due to their poorly designed system, which only displays 10 records per page—there are thousands to sift through.

Since then, they’ve sent me an update stating they would escalate the issue to someone else for further investigation. However, based on their track record of poor customer service, I’m not confident this will happen.

I’ll review my saved email threads and chats and send those over to you.

sor, after writing this I attempted to attach the files, but they’re too large. I’ve tried trimming and converting them to other formats without success. Is there a Dropbox or another method I can use to share them with you?

Thank you so much for your assistance with this matter.

Let me know if you’d like any further tweaks!

Thank you for your emails. I have only received three screenshots, and based on the information in these images, I am unable to conclude that you won a jackpot that was not credited to you. If you have any video evidence, please consider uploading it to a cloud service and sharing the link with me.

I understand that it might be challenging to provide screenshots of your gaming history directly from your casino profile. However, we require your gaming history in Excel format, which you can request directly from the casino. Please ask them to send you this document, covering the period when you won the jackpots, and then forward it to me. Without this critical evidence, we are unable to approach the casino to further investigate the status of your winnings.

Additionally, please share all relevant communication between you and the casino’s customer support team at veronika.f@casino.guru. This could be helpful in building a complete picture of your case.

Thank you for your understanding and cooperation. I look forward to your reply.

Hello,

The response I received from the support team is completely false and unacceptable. I am currently in the process of retrieving every single page of my game history to verify my claim, as I know for a fact that the funds in question were never added to my balance. A significant increase like that would have been immediately noticeable.

This issue has gone beyond the financial aspect—it’s now about accountability. As a loyal customer, I will not stand for being lied to or dismissed with baseless excuses. It’s clear they are using any reason they can to avoid paying out two jackpots that are relatively modest, totaling only a few thousand dollars—not an extravagant sum by any means.

I need guidance on the next steps beyond gathering the game history. I will not accept this response, as it is nothing more than an attempt to withhold my rightful and fair winnings. please see below:

Dear Kevin,

Thank you for bringing this to our attention.

The relevant department confirmed to us:

Round 26218944610: After a thorough review, we confirm that this round was played correctly and fully complied with the game rules.

Round 26218232736: Unfortunately, this round was not finalized correctly due to an error on the provider's side. As a result, the funds were not returned to your balance. To resolve this matter, we will proceed with refunding the bet amount of 5 CAD to your account.

We sincerely apologize for the inconvenience caused and appreciate your understanding.

If you have any further questions or concerns, please don't hesitate to reach out.

Best regards,

The Flappy Casino team

Thank you very much, whipper7, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you whipper7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Flappy Casino for their help in resolving this complaint. We would like to know what is the problem with the player's winnings and what can we do to help resolve this issue.

Thank you!

Thank you so much for your assistance with this matter and for your patience as I’ve sent multiple emails. One thing I’ve noticed over the past few days is that when I attempt to retrieve the game ID, none of them match the one they claim to have found. In fact, not a single ID even comes close to starting with "20"—they all begin with "700." I checked thoroughly, going back from November 28th through December 4th, just for your reference.

Kind regards,

Kevin

Hi Peter,

Good afternoon! I hope you’re doing well. I was wondering if you could kindly share your personal email address, as Veronika did. I’d like to share some interesting findings related to an issue I encountered while analyzing the website’s player history display.

It seems they have a significant issue where retrieving the required information is practically impossible. They keep requesting the game ID and other details, which they’ve already provided, by the way. However, when I attempt to access the data by scrolling page by page (10 items per page), the site glitches and prevents me from moving forward to retrieve the necessary information.

Thank you in advance for your assistance!

Best regards,

Kevin

Hello again, Peter,

I believe I’ve cracked the mystery of your email address! You’ll find a rather pleasant email I’ve sent to the casino. If you think there’s anything I should add, please don’t hesitate to let me know.

Dear whipper7 and CasinoGuru team,

On behalf of Flappy Casino, we appreciate your invitation to present our perspective on the matter and address the concerns raised in this case.

We thoroughly reviewed the player's request regarding the missing winnings. After double-checking our records, we have identified that a single amount of 5 CAD was indeed missing from the account. The amount has been added successfully to the player balance.

After an extensive review of the matter, we regret to note that, despite our repeated requests, unfortunately, the player did not provide the exact ID round in order to check with the relevant department.

We hope this clarification helps provide a full and comprehensive understanding of our position. Please rest assured that we remain committed to ensuring fairness and adhering to our policies at all times.

Thank you for your attention and we remain fully available for any further questions or queries.

Kind regards,

Flappy Casino team

Hello I have written a lengthy response yesterday which does not relate to this answer. There is no possibility of replying to what I wrote in such a short period of time.

Peter, could you please read your email? It is well over 5000 characters, the limit of which I can add to this response. I can also not add any attachments due to size limitations.

kind regards

Kevin

Thank you for your insight whipper7.

Dear Flappy Casino representative, the player provided you with an extensive report of the situation. Will it help with the investigation of the situation? Let us know!

Dear whipper7 and CasinoGuru team,

On behalf of Flappy Casino, we appreciate your invitation to present our perspective on the matter and address the concerns raised in this case.

We have thoroughly reviewed the matter by consulting with the responsible department and carefully verifying all the information provided.

After completing a detailed check, we can confirm that there are no missing casino winnings associated with the player's account. Our records show that all transactions and outcomes are accurate and aligned with our systems.

We understand that this may not be the outcome you were hoping for, but we assure you that every effort was made to ensure a fair and accurate review.

Thank you for your understanding, and we appreciate your trust in our platform.

Kind regards,

Flappy Casino team