Flush Casino - Player's account suspended after deposit.

Dear Casino Guru I have money on my account I lost on the casino and decided deposit again and they suspended my account with my last deposit please help

Dear mounirabizeid,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Are you in contact with the casino directly?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

The player mounirabizeid initially contacted support to complain about RTP and then began to berate staff including inappropriate swearing and accusations of rigging.

As abuse is obviously not tolerated, they were informed their account was banned via email. The account had approximately $0.62 balance remaining, which Flush reserves the right to withhold in such circumstances.

However, had they been patient, they would have received a follow up email advising the $0.62 would have been returned to them, despite their abusive behaviour.

Instead, after the user was notified of the account banning they chose to then deposit another $105.78 onto the site, something we cannot prevent since crypto is a push payment system.

They used this forced payment to attempt to step up and formalise their complaint with a very AI written email, sent shortly after closure, claiming they had no idea why their account could have possibly been closed, and proceeded to incorrectly claim that we withheld their funds. 

This is simply not true of course. The handling of abusive customers needs to be escalated to management and resolving queries from non-abusive customers takes priority.

We therefore responded confirming that their account was closed for abusive behaviour and requested KYC documentation in order to return funds.

We received the required documentation and returned the funds shortly after.

@Flush Casino Team

Thank you very much for your reply and clarification.

@mounirabizeid

Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear mounirabizeid,

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.

Ok I confirm that this is a very bad casino

Since the player has received the last deposit back, we consider this complaint resolved, despite the account remaining closed. We assert that casinos maintain the right to close user accounts, provided the outstanding balance is returned to the players. While the situation may not be ideal for the player, the casino appears to have valid reasons for closing the account in accordance with its terms. As no funds are held by the casino, the complaint is marked as resolved.

Dear Mounirabizeid, we regret that we couldn't offer more assistance in keeping your account accessible. However, since you have received your funds, we consider this case closed and will not pursue it further. We appreciate your understanding and wish you the best of luck.