Flush Casino - Pelaajan tili on suljettu.

After A quick google search, I was recommended to come here and try to dispute a false accusation this Casino is making of me.

May 6th 2025 I signed up to Flush Casino and took part in the Welcome Offer they offered me by e-mail.

I made a rather large deposit of $520.00 usd Via BITCOIN through my personal Blockchain account and claimed the Welcome Offer.

I must have been spinning slots for at least 1 hour with a winning balance of around 4000.00 usd before all of a sudden I was kicked out of my account and barred from logging back in. I went on chat and they made me go through some diagnostic tests but nothing worked to get me back in playing.

They told me someone would reach out to me but no one has so, I went back on chat support and to my surprise, I was being told that I had created multiple accounts and was taking advantage of the Welcome offer. This is disgustingly untrue and seems like some desperate attempt to rob me of my deposit and hopeful winnings had I cleared the wagering requirement.

So now I am here fighting for AT LEAST my deposit back as after this incident it is clear this is not an honest casino worth spending my time on and no longer wish to risk my money in not only playing Casino games but having to deal with a sketchy administration.

Dear Luckyeric7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

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

Could you please advise if you have passed the KYC verification?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika, Thanks for reaching out and helping me with this situation!

To answer your first question, I live alone and don't share my internet with anyone.

I haven't been through any KYC. I was never asked to upload any documents as I had literally just joined that day but I would imagine that would need to be done at some point which I am ok with doing but was never given the chance to finish playing.

Never used a VPN so no.

Hope this helps and hope we can figure all this out! Thanks again!

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the accusations against you at veronika.f@casino.guru.

Hi Veronika, sorry for the delay in getting back to you. I am un-able to log in and check previous chat history.

I checked my e-mail for any chat logs that were sent to me after chatting with support but I was never sent any. The only e-mails I have from them are related to Rating the chat but no dialogue is included.

They remain unresponsive so I am really lacking any kind of action besides waiting for them to reply to my e-mail. Very Frustrating...

Thank you very much, Luckyeric7, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Luckyeric7,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Flush Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Flush Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi Kubo! Thanks for taking the time to help me get to the bottom of this. I have just checked my email and spam folder but nothing has been sent to me from Flush casino.

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 Luckyeric7,

I must inform you, that the casino representative reached out to me via external channel and provided the requested details along with the evidence to support the decision to close your account.

After a thorough review of the provided details, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo