Flush Casino - Player’s self-exclusion request was ignored.

Dear Casino Guru Support Team,

I am writing to formally raise a complaint regarding the casinos failure to enforce my self-exclusion request, which has resulted in a financial loss of $5,000.

On January 18, 2025, I requested self-exclusion via both live chat and email, explicitly stating that I struggle with gambling addiction and asking for all my emails and IP to be fully banned from their platform. Despite this request, I was able to create a new account and deposit funds. On March 1, 2025, I lost approximately $5,000 before realizing that my exclusion was never properly enforced.

Upon contacting their support team to address this issue, I was unfairly accused of attempting to "scam" the casino, rather than receiving the responsible gambling support that should have been provided. The failure to uphold my exclusion request is a clear violation of responsible gambling policies and industry standards.

Given this breach, I am formally requesting a full refund of my deposits made after my self-exclusion request, as well as an immediate and permanent ban on my accounts, IP, and any associated details. If this matter is not resolved, I will have no choice but to escalate my complaint to their licensing authority and relevant consumer protection bodies.

Sincerely,

Sati. 

Dear sati725,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

I asked for a self exclusion for my information due to a gambling problem and was able to make another account with the same information, different email. Which then I messaged them asking them questions however they never did anything until after I lost enough money for them to be satisfied. I will forward off anything I have to you! Thank you!

I stated to them over live chat as well any emails I have and was able to make an account and play and lose $5000.00 cad. That too off the same information, first name last name birthday address everything. They are scammers and don’t honour self exclusions.

Dear sati725, is the email you sent the only self-exclusion request sent to the casino? It lacks a recipient address.

Do you have any confirmation that your account was closed?

Please see forwarded email I resent it it should show now. I had to go through the physical website I guess I don’t know why it wouldn’t show up before. Also they did confirm over live chat as well but then didn’t end up honouring it on all my ip and phone and information.

They took $1000 back then and so much more this time…

Dear sati725, could you please forward the self-exclusion request you sent to the casino regarding the first account? My email address is dominika.l@casino.guru.

Are you able to access the first account?

Has your second casino account been closed?

That’s the one to the first account. The second account was over live chat and expressing the situation to them.

Dear sati725, did you receive confirmation that your first casino account was closed?

Are both of your casino accounts now closed?

They are closed now, and the first one was closed however I never received any email confirmation.

I told them over live chat my emails and information

Dear sati725, since you registered with a different email address, the casino had no way to recognize your identity, as their registration process relies solely on email, and no other details were provided during registration. Consequently, they could not enforce your self-exclusion request. Additionally, since both of your accounts are now closed, we do not have any further assistance we can offer in this matter.

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