Flush Casino - Player’s funds have been confiscated due to alleged bonus abuse.

Hello. I signed up with flush.com (an online casino) on 23rd March 2024. I deposited €405 using Ethereum (crypto) and received a €600 bonus. I played the slot ‘book of time’ and won approximately €22,800. I withdrew $2,500 to my Ethereum wallet and it paid, I then withdrew a further $2,500 which also paid. This is the only money I have received to date.

I tried to make my next withdrawal but was experiencing difficulties. I spoke to live chat who told me that they were investigating my account. Over the next few weeks I asked them several times whether they had completed the investigation and was told it was ongoing.

Finally, on 27th May 2024 I received an email saying the following:

‘We regret to inform you that your account has been suspended for violating our terms and conditions. Our records indicate that you have created multiple accounts and abused our welcome deposit bonus, which goes against our Terms and Conditions and Bonus Terms.

Please understand that we take such violations seriously. They compromise the integrity of our platform and undermine the trust of our valued user community. Therefore, we have taken the necessary steps to suspend your account and void the funds until further notice.’

Then on 2nd June 2024 they emailed confirming that my funds have been confiscated.

I have only created one account and not abused their welcome deposit bonus. I am confused as to how and why they have come to this conclusion. They still owe me over €18,000. Can you help me get this money back? As I have only opened one account, they can’t have proof of any of their accusations.

Dear tacomanb1,

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?

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,

Tomas

Thanks for your reply. No one else in my household would have created an account.

And regarding KYC, I was never asked to provide anything.

Thank you very much, tacomanb1, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, tacomanb1,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Flush Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear tacomanb1,

I was in contact with the casino outside the thread, and I was provided with sufficient evidence supporting its claims and decision.

After gathering and reviewing all the necessary details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe there are several linked accounts (utilizing the casino's welcome bonus) created and used by 1 person, which is strictly prohibited. The provided evidence shows specific data that matches across the linked casino accounts. Based on that, it would likely be impossible to prove otherwise. The casino acted in accordance with its terms and conditions. You were not entitled to the winnings obtained this way.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or submit a complaint to them.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thanks to the Flush Casino Team for providing information and for their cooperation.

Best regards,

Branislav, Casino.Guru