Hello, I have a problem with Flappy Casino. I scored winnings of 2300 EUR on slots, playing welcome bonus. They paid 1500 EUR and now for weeks did not pay nor did they gave me approximate time for payouts to be processed. I am worried. Could I get help from someone else so those winnings could be processed? Thank you

Dear b1uejays51,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. To better understand your situation, could you please provide clarification on the following points?

• When was the last time you successfully received a withdrawal from this casino? If possible, please send me a screenshot of your transaction history showing your most recent withdrawal requests.
• Have you completed the full KYC verification process?
• When did you last communicate with the casino’s customer support regarding the delay in processing your payments?
• Could you specify how many times you have deposited into this casino and how many bonuses you have activated and played with?

I appreciate your cooperation, and I hope we can assist you in resolving this matter as soon as possible. Looking forward to your reply.

Best regards,

Veronika

Hello,

Please find screenshots of my transaction history. I have completed full KYC process, they would not pay me first few withdrawals if I did not complete it. 

I communicated with Flappy casino support 11 days ago, I will attach a screenshot of our communication also. They told me they will send me an email when the withdrawal will be processed, their last payment was on March 12, and I find it strange that they did not pay anything since then because they told me payment will be processed every few days.

I played their 3 welcome bonuses and deposited 1150 EUR. 

Thank you very much, b1uejays51, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) 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.

Dear b1uejays51,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Flappy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear CasinoGuru Team,

Thank you for bringing this matter to our attention.

Please note that the player’s account is currently under a detailed gameplay review due to certain irregularities identified during our internal Risk checks.

Additionally, the Know Your Customer (KYC) process has not yet been completed.Once both the review and KYC verification are finalized, we will proceed with processing the player’s remaining winnings.

We appreciate the player’s patience and understanding and assure you that we are working to complete the necessary checks as swiftly as possible.

Kind regards,

Flappy Casino Team

Thank you Flappy Casino Team for the update.

Please let us know, should you have more information.

Hello, my account was verified, that is why my withdrawals were successful. Now they requested an additional verification, selfie with ID against the background of their casino page. I sent it, so I’m looking forward for my winnings being paid in full. Thank you

Please let me know, when you receive the money. Thank you!

Dear b1uejays51,

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.

Hello, I sent them my selfie with ID and casino background twice, the most recent was 6 days ago. They still have not respond to update me about that additional selfie verification they requested. Please find screenshot of our emails attached.

Dear b1uejays51, could you please send me that screenshot in better quality? On my email address: [email protected]

Flappy Casino do you please have some updates?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, they did not update me about account verification at all since I have sent the requested documents. Please advise who should I contact next in order this to be resolved, other than my lawyer? Thank you

Dear b1uejays51,

We’re still looking into your case, and it’s proving to be a bit more complex than it first seemed. I really appreciate your patience while we sort everything out.

Dear b1uejays51, I am currently in discussing with the casino team regarding the case, and there are still a few aspects that remain unclear to us.

In a mean time, I would like to confirm whether any of your family or friends hold an account with Flappy Casino, and if you might have played there during your visit or something like that.

Dear b1uejays51,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and collusion.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter. Please let me know of the license authority decision should you choose this option at [email protected].

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.

Best Regards,

Martina

www.kpvfaw.com