The player from Japan had registered at Flushcasino and received a $1500 bonus, which increased his balance to $30,000. However, his account was suspended and the funds invalidated due to alleged multiple accounts, despite it being his first registration. We investigated the issue and requested clarification from the casino. The casino provided evidence of multiple accounts, leading us to conclude that the casino's actions were justified. Consequently, the complaint was rejected.
Flush Casino - Player’s account has been suspended, and winnings confiscated.
Amount: $30,000
Flush Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Translation
On July 5, 2024, I registered at flushcasino and took advantage of the first deposit bonus. I deposited $1000 and received a 150% bonus of $1500, bringing my total bonus to $1500. I played some slots and managed to increase my balance to about $30,000. I stopped playing for the day and tried to log in the next day, but I was unable to access my account. After reaching out to customer support, they informed me that my account had been temporarily suspended and my funds invalidated due to having multiple accounts. This is my first registration, so it is impossible for me to have multiple accounts. Therefore, I am consulting with Casino GURU about this issue.
Automatic translation:
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4 months ago
Dear yokozunaozeki7,
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?
Have you used a VPN or any IP-masking software to access the casino website?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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4 months ago
Translation
No VPN or IP masking is used.
I am playing with the default settings on a cell phone that is under my name.
Of course, no one in my family is registered.
I haven't submitted my KYC yet, but if necessary I can do it right away, but my account has been unilaterally frozen and there is nothing I can do.
As for the winnings, they were left in the casino without being withdrawn.
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4 months ago
Thank you very much, yokozunaozeki7, 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.
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4 months ago
Hello there,
Thank you yokozunaozeki7 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's account blocked and winnings confiscated.
Thank you!
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3 months ago
Dear yokozunaozeki7, the casino has provided us with evidence of multiple accounts. This leads us to believe the steps taken by the casino are justified and subsequently, we will reject your complaint. 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.
Kind regards,
Peter
