Flush Casino - Player's account is restricted, facing delayed verification.

Hey,

I registered at Flush.com on May 6, 2026. After accumulating a balance of 4,490 ETH the casino restricted my access to slots and initiated a KYC verification process.

I cooperated fully and submitted every document requested over the course of one month:

May 8 — passport (front and back), selfie with ID, proof of address

May 24 — proof of income, exchange transaction history, wallet screenshots, all TXIDs

May 25 — Bybit profile screenshot (requested separately)

May 29 — bank statement, 3-month exchange statement, additional income documents

Every time I submitted a document package, the casino responded with new requirements instead of completing the review. Between May 29 and June 2, the casino went silent for four days — then came back requesting the exchange statement I had already sent on May 29.

My bonus expires on June 6, 2026. Exactly one month after registration. My balance remains frozen while the casino continues requesting documents it already has.

I am requesting CasinoGuru to:

1. Require Flush.com to provide an official explanation of why verification has been ongoing for one month despite full document submission

2. Require the casino to complete my verification immediately and restore full account access

3. Require the casino to extend my bonus period to compensate for the delay caused by the casino itself

4. Consider lowering Flush.com's rating in light of this situation as a potential systematic pattern of account restrictions following player wins

If they refuse to extend the bonus, let them return my deposit in full, because my game and my time was completely ruined

All email correspondence is available as evidence.

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.

• Could you please forward me the documents that you sent to the casino for verification at veronika.f@casino.guru?
• Am I correct in understanding that the casino restricted your access to slots while you were still playing with an active bonus, and not after submitting a withdrawal request?
• Could you please send me a link or a screenshot of the bonus you played with?
• How much money did you deposit into this casino to receive the 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

I sent you the documents. Yes, I made a deposit, started playing and winning, and then they simply blocked my access to the game!! I used this bonus - https://flush.com/promotion-page/welcome-deposit-bonus/, level 2, my deposit was around $500 more or less because i used ETH

Hope to get the answer asap

Dear ovelyyyans

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

Hello ovelyyyans,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know. The Know Your Customer (KYC) and Anti-Money Laundering (AML) are very important and essential processes.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathise with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

If I understand it correctly, the remaining document that you need to provide the casino team is a statement from your exchange showing transactions from the last 3 months. Has this been provided already?

I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Flush Casino,

We would be grateful for your help in clarifying the current status of the player's verification process. The player already submitted various necessary documents. Is the statement from the exchange showing transactions from the last 3 months the final document to conclude the KYC? If there are still any additional documents required, could you kindly specify what is needed and request them all at once to expedite the process?

If there are any other factors affecting the situation that cannot be disclosed publicly, please do not hesitate to communicate them directly with me at michal.k@casino.guru.

Thank you in advance.

Dear Ovelyyyans,

I have received information regarding your case from the casino team, and it has been confirmed that you have still not provided the statement from your Bybit crypto exchange account showing transactions for the last three months.

According to the evidence provided, this document was first requested on May 9 and subsequently requested again on several occasions, with the most recent request made on June 11.

Could you please explain why have you not provided this document?

Dear ovelyyyans,

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.