Flush Casino - Player's account closed after winning.

Hello,

I made an account at Flush Casino on 28.05.2023, made a deposit and activate a casino bonus they had. After that I looked through to not violate any bonus terms and conditions and played my money at slots.

After I finished wagering my bonus, I had a total of 483 ltc ( 40k euro at that time ) and right after on chat support they told me they flagged my account ( I thought they flagged me just because I won a very big amount of money ).

After one day, they sent me an email saying they banned me ( without actual reasons, just stating some rules ( that I didnt break) ).

I tried to contact them but to this day they didnt contact me back. Tried to log-in the account but was banned. I know I played fair and Im very irritated about this, they didnt even want to discuss with me and didnt show any evidence.

I dont know what I did wrong.

Dear victoriakjls19,

Thank you very much for submitting your complaint and forwarding all the relevant communication. Foremost, allow me to congratulate you on your great win. 

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if this was your first game session? Which games you’ve been playing (live casino games, slots, or sports betting)?

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

Best regards,

Petronela

Hello,

I just made the account then ( when i won ),I didnt play on this site before. I played slots ( Gates of Olympus ) and the bet was 8.75 euro if i remember correctly.

Was this the only reason to block your account, please?

Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed any bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved.

Hello,

Yes, this the only reason they gave me.

I dont know any friends who played Flush Casino since its not that big in Norway. 

Also here in Norway we only have 1 mainly mobile phone provider and maybe that was the reason for close ip.

Thank you very much, victoriakjls19, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you victoriakjls19 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Flush Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

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 victoriakjls19, We were in contact with a casino representative previously and are now awaiting an official response here in the thread. For now, the casino stated that they believe they took a fair and justified course of action in accordance with their Bonus Terms of Service. I will keep you updated with any further developments.

Hello there,

Usage of browser spoofing and manipulation software is strictly prohibited and will result in immediate account closure on our casino brand, whether the player won or not.

Flush is using some security tools to prevent fraudulent players to create accounts on the site, and prevent them from playing.

As per the proof sent to @Peter directly from our representative, this player should never have had the possibility to create an account because of serious different flags our security system raised. For some reasons, it slipped through which strengthens our the suspicions of a fraudulent profile.

This is the last message sent to the player from customer support:

"We Thankyou for your patience

After an investigation into your account for bonus abuse the security tools have identified fraudulent activity, which is in violation of our terms and conditions, specifically 3.10 and 4.1.7, as confirmed by our security software.

As per 6.3 of Terms and Conditions your account will be immediately terminated and initial deposit returned.

Please provide an LTC address for return of initial deposit funds.

3.10. You must not either attempt to manipulate any market or element within the Service in bad faith nor in a manner that adversely affects the integrity of the Service or us.

4.1.7. in any way which, in our reasonable opinion, could be considered as an attempt to: (i) cheat the Service or another Customer using the Service; or (ii) collude with any other Customer using the Service in order to obtain a dishonest advantage;

6.3. We may close or suspend an Account if you are not or we reasonably believe that you are not complying with these Terms, or to ensure the integrity or fairness of the Service or if we have other reasonable grounds to do so. We may not always be able to give you prior notice. If we close or suspend your Account due to you not complying with these Terms, we may cancel and/or void any of your bets and withhold any money in your account (including the deposit)."

Also as the player mentioned him/herself above, he/she was betting 8.75€ bets on slots, while the maximum bet on Flush is 5$/€, and at this time was a strict max bet. Winnings issued from the welcome offer would have anyway been considered as abused winnings, and voided. As per the above, the decision to close the account sits on the fact the player has been detected as a fraudulent one, but winnings made would anyway have been voided.

We've terminated the account and asked for an LTC address to send back initial deposit, as per our T&Cs; and never got a reply for some months, except this topic fallaciously opened 3-4 months after the situation happened (not to mention other complaint sites have classified this already).

With kind regards,

Flush Casino Team

Dear victoriakjls19, we have received evidence from the casino to further support their claims. Because of that, we believe the steps the casino has taken are justified. We would recommend to provide LTC address so the casino can refund you the initial deposit. Thank you in advance for your cooperation!

Dear Flush Casino Team,

Thank you for taking the time to explain the situation in detail. I understand your concerns regarding account integrity and the importance of adhering to your platform’s terms and conditions.

 1. Regarding the use of the Brave browser: Brave is a recognized and legitimate web browser primarily used for enhanced privacy and ad-blocking features. While it does have built-in shields for user protection, it does not inherently possess functionalities for malicious activities or browser spoofing. I chose the Brave browser for its privacy features, and not with any intent to bypass or manipulate your casino’s systems.

 2. Concerning the maximum bet limit: At the time of our signup and play, the maximum bet was distinctly set at 20 euros. I operated strictly within this limit. I later came to understand that this limit was subsequently changed to 5 euros, but this change was after our game session. I believed, and still believe, that I was playing within the acceptable limits defined at the time of our play.

Lastly, while I respect your security measures and protocols, I would like to reassure you that I approached your platform with genuine intent to play and did not attempt to exploit or manipulate any functionalities.

I hope we can reach a resolution that ensures the integrity of both your platform and the genuine intentions of your users.

Warm regards,

V*** K***

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 victoriakjls19, I was in contact with the casino representative and their decision is final. From the evidence they provided, we believe the casino's decision is justified. We would recommend providing the LTC address so the casino can refund you the initial deposit.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.