Flappy Casino - A jogadora foi bloqueada devido a um erro de digitação em seu extrato bancário.

I am a registered user of the online casino Flappy. As part of the verification process, I submitted a bank document (account statement) issued directly by my bank. Later, I independently discovered that the document contained a typographical error made by the bank, and I was ready to provide a corrected document.

Despite this, the casino rejected the document, treating it as if I had forged it, while in fact it was solely a typographical error made by the bank. I was not given the opportunity to replace the document or complete re-verification. As a result, my account was blocked and my funds were withheld.

I consider these actions unlawful, as a typographical error made by the bank does not indicate document forgery and cannot justify account blocking and withholding of funds. I kindly ask for your assistance in resolving this issue.

As an additional note- I only want to get my deposit at the casino back. I never played or won anything at it.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you kindly specify what typographical error was made in your bank statement?
• Which other documents have you submitted for verification so far? Have they been approved or rejected by the casino?

Please forward me the bank statement you originally sent to the casino that contains the typo, and kindly include the email from the casino regarding the closure of your account, at veronika.f@casino.guru.

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

Hi Veronika

I have sent you (to your email) a copy of the problem bank statement with the exact explanation of the problem occured. Additionally, I inform you that I have verified my ID document with the casino which also included the liveness test plus my selfie with my ID card in my hand.

Thanks

Hello Sevilia12,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Sevilia12,

After a thorough review of your case, we have to agree with the casino's decision to close your account. The document you have provided shows signs of editing, which is not allowed; in fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions. It is your responsibility to provide only real, truthful documents issued by official institutions. Any attempt to use fake or forged documents is not tolerated. Because of the aforementioned reasons, we have to reject your complaint. I strongly advise you to refrain from any attempts to use documents of questionable authenticity in the future.

Best regards, Veronika