betflappy.com “€4,500 Withheld After KYC Completed – Account Closed the Moment I Requested Withdrawal”
I am writing to formally submit a complaint against Flappy Casino (operated by Altacore N.V., Curaçao Registration No. 151002) regarding the unjustified closure of my account and the withholding of €4,500 on 17 April 2026.
Background:
I have been an active and verified customer of Flappy Casino for over 12 months. During this entire period, the operator accepted all of my deposits without raising any compliance concerns, verification issues, or policy violations. My deposits are fully documented on my bank statements under the merchant name Kryptonim, which is the payment processing entity used by Altacore N.V. / Flappy Casino.
What happened:
On 17 April 2026, immediately after I requested a withdrawal of €4,500 and successfully completed the KYC verification process, Flappy Casino abruptly closed my account citing a “duplicate account” policy. The operator claims my current account (manuel97) is a duplicate of a previous account I had opened and formally closed over a year ago in accordance with responsible gaming practices.
Why this is unjust:
1. Inconsistent and selective enforcement
If my account was considered a policy violation, the operator had 12 full months and numerous deposit transactions to identify and flag this. Instead, they chose to enforce this policy exclusively at the moment they were faced with a significant withdrawal obligation of €4,500. This is not compliance — this is selective and predatory enforcement designed to avoid paying out.
2. KYC completed — identity fully verified
I successfully completed the full KYC process, submitting official identity documents. The operator is fully aware of who I am. Using KYC as a gateway to confiscate funds rather than to verify identity is a direct abuse of the process.
3. Previous account was formally closed
The account flagged as a “duplicate” was closed by me in accordance with responsible gaming practices. It was inactive and held no funds. Opening a new account after formally closing a previous one is not a violation under any fair interpretation of responsible gaming policy.
4. No prior warning, no communication
At no point during 12 months of active play did the operator contact me regarding any compliance concern. The account closure came without warning, without explanation beyond a generic policy citation, and without any offer of resolution.
Evidence available:
• Bank statements (Postepay) showing all deposits under merchant name Kryptonim
• Email correspondence with Flappy Casino support
• Documentation of KYC completion
• Record of withdrawal request dated 17 April 2026
• CGA complaint reference (complaint already filed with the Curaçao Gaming Authority on 18 April 2026)
Resolution requested:
I request the immediate release and payment of €4,500 — the full balance present in my account at the time of closure.
I have already contacted Flappy Casino directly and filed a formal complaint with the Curaçao Gaming Authorit. Both contacts have been notified. I now turn to trustpilot as an independent third party to assist in resolving this dispute.