Flush Casino - Player is struggling with account verification.

I just made an account.

I won money with crypto. During gameplay they kicked me out

asking for :

To proceed with your verification, please provide the following additional documents:

1. Certified Identification

- A certified copy of your government-issued photo ID (passport, national ID, or driver’s license). This copy must be certified by a notary, local authority, or an equivalent authorized entity.

2. Proof of Income/Occupation

- Your current occupation.

- A recent payslip (issued within the last 3 months). If you do not receive payslips, an official employment/income confirmation from your employer is required.

3. Exchange/Wallet Verification

- A screenshot of your exchange profile page showing your full name and verification level.

- A screenshot of your recent deposit or withdrawal history, specifically including the transaction(s) used to fund your Flush account.

- A screenshot of the wallet address used to send funds to Flush, with your profile visible.

- The transaction IDs (TXIDs) for the following:

- Transfer from your exchange to your wallet.

- Transfer from your wallet to Flush.

These requirements are necessary to confirm your identity, source of funds, and ownership of the payment methods used. Until the EDD review is complete, withdrawals and certain account functions will remain restricted.

I provided all they don't seems to understand anything. I am waiting everyday. Last communication was they said I have multiple account this is not true.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• When exactly did you send the additional documents to the casino for verification?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• What types of games did you play to accumulate your winnings?
• Did you play with or without an active bonus?

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

When exactly did you send the additional documents to the casino for verification?

2 weeks ago

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

No in Ireland IP's are very limited. I have allot of time there is duplicate accounts I am used to it.

What types of games did you play to accumulate your winnings?

I played the highest risk slots like streamers don't know their name

Did you play with or without an active bonus?

I don't think I had a bonus not sure I deposit and play. until i won everything was fine.

I understand your concern. I’m connecting you to a human agent who can assist you further.

Flush • AI Agent • 1h

The team will get back to you on this. Flush typically replies in a few minutes.

Flush • AI Agent • 1h

HELLO

• 54m

HELLO

• 19m

WHY YOU NOT ANSWER

• 19m

Coco joined the conversation

Hi there, please wait for the response via email. Our management will get in touch with you there

Coco • 1m

You been saying that for 4 weeks

Thank you for your responses. Please forward me the documents you sent to the casino for the verification of your account, along with all the other email communication between you and the casino customer support that could be relevant to the investigation of your complaint at veronika.f@casino.guru. I appreciate your patience and cooperation.

all sent I hope we can speed up the process

Dear MRDPWe33

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, Michal (michal.k@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,

Veronika

They just give generic replies. Never ever helping easy when I win the jackpot and they can cut me off.

Hi can we get them in here

Hello MRDPWe33,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Flush Casino to join the conversation.

Dear Flush Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance

Why are they not responding?

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.

Why can't this casino be emailed?

Dear MRDPWe33,

Just to let you know. I'm in touch with the casino team privately, and we are discussing your case. Certain information and evidence that has been provided is of a sensitive nature and thus cannot be shared publicly, but please be assured that your case is appropriately dealt with.

I will try to provide a more comprehensive response shortly.

Dear Michal,

Thank you for the update. I appreciate that you are in contact with the casino, however I want to be clear any outcome other than full access to my account and release of my funds is not acceptable to me.

Regarding the multiple account accusation: I already addressed this. In Ireland, ISPs assign shared or rotating IP addresses, which means multiple unrelated individuals can appear to share the same IP. This is a well-known technical reality in Ireland and is not evidence of any wrongdoing on my part. I have never created more than one account at Flush Casino.

I have fully complied with every document request made by the casino certified ID, proof of income, full exchange and wallet verification including transaction IDs. I provided everything weeks ago. Since then I have received no meaningful feedback, only generic responses and delays. This is not how a licensed casino should treat a player.

I have also reviewed other complaints against Flush Casino on Casino Guru, and I can see this is a pattern players win, accounts get locked, and the casino buries them in documentation requests with no resolution. If I had lost my money, there would have been no issue whatsoever.

I want to raise one further concern: I feel that in cases like this, the process tends to favour the casino. Casino Guru is a valuable service, but the extended timelines and the acceptance of "sensitive evidence" that cannot be shared publicly makes it very difficult for a player to defend themselves fairly.

I am asking for a peaceful resolution. All documents have been provided. There is no legitimate basis to continue restricting my account. I expect Flush Casino to respond with a concrete outcome not another delay.

Thank you.

Dear MRDPWe33,

While my colleague Veronika has previously posed some questions to you, your responses have not been entirely clear.

Could you please confirm whether any of your family members, friends, or acquaintances hold an account with Flush Casino?

If they do, have you played at the casino around the same times, possibly during a visit? What was your primary motivation for playing at Flush Casino?

You stated, "I played the highest risk slots like streamers don't know their name."

Which "casino" streamers do you follow or watch, if I may ask?

Can you share the video link, please?

Did you access the Flush Casino through the links promoted by the streamers or any affiliate sites, or did you visit the casino's website directly without any external redirection?

Thank you for your clarification.

Dear Michal,

Thank you for continuing to work on my case. I am happy to answer your questions as clearly and honestly as I can.

**Family members or acquaintances with a Flush account:**

Not to my knowledge. No family member or close friend of mine has an account with Flush Casino. I live alone and no one else uses my device or internet connection on a regular basis. As I mentioned previously, Irish ISPs are known to assign shared or rotating IP addresses across unrelated households, which may explain any IP overlap the casino has identified. This is a technical reality and not evidence of any connection between accounts.

**My motivation for playing at Flush Casino:**

I enjoy online casino slots and I had seen Flush mentioned positively in a few Telegram groups I am part of, where people share bonus codes and casino promotions. This is how I came across the casino. I visited the Flush website directly after seeing it mentioned in one of these groups I was not redirected through a specific affiliate link that I am aware of. I simply signed up, deposited, and started playing. It might be i am not sure.

**The streamers I follow:**

My favourite casino streamer is CasinoDaddy, who I watch regularly on Twitch. I also came across the Livespins 'Bet with Streamers' feature, which is available directly inside the Flush casino lobby I watched a session there and it is part of what made me interested in trying Flush specifically.

Regarding the slots I played I was drawn to high-volatility games, the kind that streamers tend to feature for their big win potential. I cannot recall the exact titles off the top of my head, Chaos crew I think.

**Telegram groups:**

I am in a few Telegram groups where players share casino bonuses, promo codes, and recommendations. It is possible that other members of these groups also play at Flush Casino and may have used similar promotions or deposit methods. This does not mean I am connected to any other account I simply cannot control who else is in those groups or what casinos they register at.

I want to be completely transparent: I am a regular player who enjoys gambling for entertainment. I deposited my own funds, played fair, and won. I have since provided every document the casino requested certified ID, proof of income, full exchange and wallet verification including TXIDs. There is nothing on my end that I have withheld.

I genuinely hope this clarifies things and that we can move toward a resolution. I remain willing to provide any further information that would help close this out.

Thank you.

The casino claims my account was closed for "creating multiple accounts" and "attempting to take advantage of the welcome deposit offer." These allegations were never raised at any point during the weeks-long KYC process in which I was asked to and did submit extensive documentation including government ID, payslips, bank statements, certified copies, wallet screenshots, and on-chain transaction IDs.

If these violations were genuinely identified, why was I subjected to a month-long document review instead of being informed immediately? The answer is simple: these allegations were not the real reason.

This is a well-known pattern used by certain casinos. A player deposits, receives a bonus, and begins to play. The moment the session goes well or a significant balance is generated, an account review is triggered. The KYC process then runs indefinitely, wearing the player down, until a generic terms violation is cited as grounds for closure with no evidence, no prior notice, and no right of reply.

Flush Casino locked my account mid-bonus play, collected every document they requested over a period of more than six weeks, and then once it was clear I had cooperated fully closed the account with a two-line email citing violations they never once raised during the process.

What specific evidence supports the bonus abuse allegation?

What happened to my balance held at the time of closure?

I am requesting a full refund of my balance amount and I have retained the full email correspondence and can provide it upon request.

Thank you for all the information and evidence provided, Flush Casino Team.

Dear MRDPWe33,

Thank you for your responses and for the time and effort you have put into cooperating throughout this process.

After carefully reviewing both your statements and the information and evidence submitted by the casino, I regret to inform you that we are unable to continue pursuing this case further.

While I understand and acknowledge your explanations — including your statement that you are the sole user of your account, your clarification regarding shared or rotating IP addresses, and your cooperation during the KYC process — the casino has provided evidence indicating that your account is linked to several other accounts. According to their findings, these accounts used the same payment methods, claimed the same bonuses, and showed closely aligned gameplay patterns within similar timeframes, which cannot be considered as just a mere coincidence; on the contrary, these are the exact factors that indicate usage or utilization of multiple accounts to take advantage of the casino bonus offer or promotions, which constitutes a violation of the rules.

I also understand your concern regarding the timing of these allegations, particularly as they were not raised during the KYC process. Nevertheless, casinos may perform internal audits at various stages, and any inconsistencies are typically uncovered once a more comprehensive investigation is undertaken.

This is a standard procedure in the industry that many casinos follow.

Taking all available information into account, and within the capacity of what we are able to evaluate, we, as an independent entity, must conclude that the casino’s decision appears to be consistent with their terms and conditions to which you agreed to when registering your casino account.

I understand that this is not the outcome you were hoping for, and I’m sorry that we are unable to provide a more favorable resolution in this case.

You absolutely have the right to disagree with this conclusion and to escalate the matter to the relevant licensing authority or another appropriate regulatory body if you believe the casinos decision is unjustified.

If you do choose to pursue that route, please share share any updates or decision by the relevant authority with me at michal.k@casino.guru

Thank you for your cooperation and patience throughout this process.

Should you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out — we will always try our best to assist.

Best regards,

Michal

Casino Guru