I deposited $100 without adding a bonus. I was $10k on a game and continued to pay till $9k I tried to withdraw some. It said I couldn’t I do not have enough funds. I checked my profile and it said the money was in the bonus status and had bet 50x I did not add a bonus at the time of deposit. I then continued to play for not even 10 min and my balance completely dropped to $300. This is a complete scam

Hello Shawna,

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 if your account is already verified and if yes, since when exactly? Can you please forward your deposit, bonus and betting history to [email protected]? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi there,

I sent the correspondence to that email. Yes my account was verified probably a few weeks ago. The last I heard from them was 2 days ago. They are not being of any help. They said I had a shop coin bonus and that’s how I won. However that is not true. I added the shop coin bonus and bet it till I lost that. I then put $100 of my own money on without adding a bonus but they are still claiming that it was because of the shop coin bonus

Thank you Shawna for all the information provided. If you really had only 27 cent of balance, the bonus should have been canceled automatically and no further deposits should be affected by the bonus rules. I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Nick, the screen shots of the bets history shows the .27 cents thank you. They are not even helping in the situation. The answers the provide are not a follow up to my questions.

Hello Shawna,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Shawna and CasinoGuru Team,

Thank you for bringing your concerns to our attention.

We have reviewed your complaint and we would like to provide some clarification on the matter.

After reviewing your account, we noticed that while you did not select a deposit bonus, there was an existing bonus on your account prior to the deposit. This bonus was purchased from our Shop. As per our system, when you play, your real balance is used first, followed by any bonus balance.

In your case, after the real balance was exhausted, you continued playing with the bonus funds. Each bonus comes with specific terms and conditions, including maximum withdrawal. The Bonus Terms section outlines the terms and conditions for bonuses purchased from the Shop. Any winnings that exceed the maximum withdrawal amount will be voided.

• 19.1.3 (Bonus Terms) The maximum amount that can be released from the Bonus in the real balance will be equal to 5x the initial Bonus amount.

We understand that this may be frustrating, and we apologize for any confusion. We strive to ensure that our customers have a clear understanding of the terms associated with our bonuses.

If you have any further questions, please do not hesitate to reach out to us.

Kind regards,

Flappy Casino Team!

Please review the records as I did not exhaust my real money. The shop was used down to .27 cents the money was not won on a last spin so it would have been impossible to have used all of my money and dipped into a .27 cent bonus left

Additionally the .27 shop bonus should have been removed at the time of my new deposit when I had used the shop bonus down to .27 cent and then deposited my own $100

also my bet history show August 8th 2:20 when I am using my balance with a bonus balance of .27 cents but then the history disappears until 3:49 where all of my balance is in a bonus. It is convenient that the bet history has nothing showing the bets leading to the $10k win and only reappears after I tried withdrawing with all of my balance in bonus

i can send screen shots showing where I deposited the $100 with only .27 cents in the bonus and then another showing the 2:20 where I am still using my balance not the .27 and the 3:49 as anything in between 2:20 to 3:49 is missing (the bets leading up to the 10k win and the 10k win is missing in the bet history) which is very suspicious

Dear Casino Representative,

Shawna provided evidence of a $100 deposit on top of her $0.27 bonus balance. 

Could you please send us the complete game log from that day? ([email protected])

Thank you.

It has been 1 month since this happened and 1 week since a bet history for that day was requested and I still do not have an answer. This site it a complete scam. I literally have put $1000s of dollars on that site and it ended up being a scam

Dear Shawna and Casino Guru Team,

We would like to apologize for the delay in submitting our answer.

We kindly ask if it would be possible to grant us an extension to allow us additional time to finalize and submit our response to the complaint. We greatly appreciate your understanding and consideration.

Thank you for your time and attention, we are looking forward to your response.

Kind Regards,

Flappy Casino Team

why would it take this long to provide a bet history. It should be accessible for me to see on my account but it is very convenient that, that winning time frame is missing from my account and is taking a long time to provide

Dear Casino Representative,

The standard time for response is 7 + 7 days (and can be prelong); however, as Shawna mentioned, we are talking here about game history, which should be visible to players.

Dear Shawna and CasinoGuru Team,

First, we would like to acknowledge the delay in addressing this matter and thank you for your patience as we worked to ensure everything was handled correctly.

After a thorough review, it appears that a technical issue was the cause of the problem. We are pleased to inform you that this has now been resolved, and the missing winnings for the amount of 8,558.17 CAD have been added to the player's account.

We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. We are committed to improving our services and preventing issues like this from happening in the future.

If you have further questions or need additional assistance, do not hesitate to contact us.

Kind Regards,

Flappy Casino Team

This continues I requested withdrawals as you have a max of 1300 at a time and 2000euro a day. You have processed 1 withdraw of $1300 and have cancelled the other 2 saying that the time has expired. I put these requests in 2 days ago and now you guys are not paying it out. I have never been on a site that cancel withdraws due to expiring when it is you processing the withdrawals. Please process my withdrawals

Hello Shawna,

We would like to update you that due to Matej, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Matej has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Matej will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Shawna,

I apologize for the delayed response; I was at a conference and fell ill afterward. Could you please provide an update on the status? Were you able to withdraw all remaining funds from the casino?

Dear Shawna,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.