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Casino cancelled €4,124.80 winnings after bonus validated by support agent

I would like to submit a complaint regarding cancelled winnings of €4,124.8048 at Flappy Casino.

On 5 March 2026 I received a promotional email offering a casino bonus of 100% up to €300 with a 20x wagering requirement.

After receiving the offer I deposited €200.

At the moment of the deposit the bonus was validated and activated by a live chat support agent named Alex after checking my account status.

I then played using that bonus.

Later a message appeared on the account stating "Bonus release limit". Only €300 was credited and the remaining €4,124.8048 was cancelled.

When I contacted support the casino first claimed that my account had been excluded from bonuses. Later they changed their explanation and said that the bonus was a personalized offer with its own Terms and Conditions and a maximum release amount.

However the casino has not provided:

• the specific terms of the bonus

• the clause establishing the withdrawal cap

• proof that those terms were shown before deposit

• proof that those terms were accepted before gameplay

Since the bonus was validated and activated by their own support agent before gameplay, the casino should not be able to cancel winnings without providing clear evidence of the applicable terms.

I therefore request payment of €4,124.8048 or proof of the specific bonus terms that were presented and accepted before gameplay.

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Dear jone1969,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

7. There is a maximum amount which can be released from each Bonus into the Real balance. It means that any amount above that maximum will be removed. Unless otherwise specified, the maximum amounts are as follows:

7.1. non-deposit bonus (including Free Spins winnings): €25

7.2. deposit bonus: 10x the bonus amount

7.3. Free Spins winnings: €100

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cash out limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Dear Átila,

Thank you for reviewing my complaint.

However, I believe there may be an important inconsistency.

According to the Bonus Terms you quoted, the maximum withdrawal from a deposit bonus is 10x the bonus amount.

In my case:

Deposit: €200

Bonus received: €200 (100% match)

Therefore, the maximum withdrawal according to the terms should be:

10 × €200 = €2000

However, the system applied a maximum release of only €300 and cancelled €4,124.8048.

This does not appear to match the terms published on the casino website.

Additionally, the bonus was manually validated and activated by a live chat support agent named Alex at the moment of my deposit, after checking my account status.

Because of this confirmation I proceeded to play under the assumption that the bonus conditions were valid and correctly applied.

For transparency, I also have the complete gameplay history file showing all bets and the balance progression and can provide it if needed.

For these reasons I kindly ask if the casino could clarify:

• why a €300 limit was applied

• which specific bonus terms were used

• and where those terms were displayed before gameplay

Thank you for your assistance.

Kind regards

[Redacted]

Dear Átila,

I would like to kindly follow up on my previous message.

In particular, the key issue remains that the casino has not provided any evidence that the €300 maximum release condition was presented and accepted before the deposit and gameplay.

Could you please request from the casino:

• the exact Terms and Conditions of this specific bonus

• proof that these terms were shown before the deposit

• proof of acceptance

• system logs confirming the application of the €300 limit

Thank you for your assistance.

Kind regards

[Redacted]

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you jone1969 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 why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear CasinoGuru Team and Jone1969,

Thank you for bringing this matter to our attention.

Following a thorough review, we would like to explain that the bonus referenced was issued as a tailored promotion specific to the player. Each bonus on our platform comes with its own set of Terms and Conditions, which include wagering requirements as well as a fixed maximum withdrawal limit from bonus winnings.

In this case, the promotion allowed for a maximum cashout of €300 from any winnings generated through the bonus. Once this threshold was reached, any additional amount exceeding the permitted limit was automatically removed by the system, as per the bonus rules.

Please note that our offers are customized and may differ from player to player, including their structure and limits.

According to our records, the player has already received the full amount available for withdrawal under this promotion, and the remaining balance was adjusted correctly in line with the applicable Terms and Conditions.

If further clarification is needed, we remain at your disposal.

Kind regards,

Flappy Casino Team

Thank you for the clarification Flappy Casino representative.

Dear jone1969, does this sufficiently explain the situation, or do you require any further assistance? Thank you in advance for your response!

Dear Peter,

Thank you for your message.

However, I must respectfully clarify that the casino has only provided a general explanation, but has not provided any evidence supporting their claim.

In particular, the casino has not provided:

• the specific Terms and Conditions of this "personalized bonus" 

• proof that the €300 maximum release condition was displayed before the deposit 

• proof that these terms were accepted before gameplay 

As previously mentioned, the bonus was manually validated and activated by a live chat agent named Alex at the moment of my deposit, after checking my account status.

At no point was any €300 maximum release limit communicated to me before I started playing.

Therefore, the issue remains unresolved, as the casino has not demonstrated that these conditions were clearly presented and accepted prior to gameplay.

I kindly ask if the casino can provide documentary proof of these terms.

Kind regards 

Joao

Thank you for the update jone1969.

Dear Flappy Casino representative. Would it be possible to provide us with the terms and conditions of the bonus and how the player was informed about them if the bonus was added by a customer support agent? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Dear CasinoGuru Team and Jone1969,

Thank you for your patience while we revisited this case.

Following a more detailed review, it appears that there was a miscommunication during the handling of this matter, which may have led to some confusion regarding the outcome. We appreciate your understanding as we worked to clarify the situation internally.

As a resolution, the player’s account will be reopened, and an amount of €1,700 will be credited as real funds, without any wagering requirements.

We believe this approach fairly addresses the situation.

Should you require any further clarification, please do not hesitate to contact us.

Kind regards,

Flappy Casino Team

Thank you for the update Flappy Casino representative.

Dear jone1969, let us know if this resolves your issue or if you require any further assistance. Thank you in advance for your confirmation!

Dear Peter,

Thank you for the update and for the casino’s proposal.

I appreciate the willingness of the casino to reach a resolution and reopen the account.

However, the proposed amount of €1,700 does not fully reflect the cancelled winnings of €4,124.8048.

As previously explained, the bonus was validated and activated by the support agent before gameplay, and no €300 cap was communicated at that time.

Given the circumstances, I would kindly ask the casino to reconsider the proposed amount and offer a settlement closer to the full balance.

I remain open to a fair resolution.

Kind regards 

Joao

Dear CasinoGuru Team and Jone1969,

Thank you for your patience throughout this process.

Following our final review, we would like to provide further context regarding this case. The player initially received a €300 bonus, which, in line with our Bonus Terms and Conditions, carries a maximum release of €3,000 (x10), unless explicitly stated otherwise. In this instance, no different limit was specified.

After successfully completing the wagering requirements, the following amounts were converted from bonus funds into real balance and made available to the player:

• €300 initially
• €1,700 subsequently
• €1,000 credited following our latest review

This results in a total of €3,000, which represents the full maximum release applicable to this bonus.

Any remaining balance exceeding this limit has been removed by the system in accordance with the bonus conditions.

With this, we consider the matter resolved. We apologize for any inconvenience caused and appreciate your understanding.

Kind regards,

Flappy Casino Team

Dear Peter,

Thank you for your assistance throughout this process.

I confirm that the total amount of €3,000 has now been credited to my account and that my account verification has been successfully completed.

I appreciate the efforts made by both Casino Guru and the casino to reach this resolution, and I am satisfied with the outcome.

I consider the matter resolved.

Kind regards 

Joao

Hello jone1969,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jone1969,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter