Flush Casino - Player’s winnings were confiscated after account closure.

Dear Casino Guru Team,

I am writing to report a similar issue I faced with Flush Casino.

https://casinoguru-en.com/flush-casino-player-s-account-closed-after-winning

While playing and following all the terms and conditions, my account was suddenly banned, and my winnings were voided.

This happened to me too. I used a private browser, and the casino voided my winnings.

What is concerning is that they void winnings during gameplay when you are losing, they say nothing, and when you are winning, they revoke your account. This seems like a real crypto casino tactic.

I hope Casino Guru can assist in resolving this matter fairly and ensuring that players are treated justly.

Thank you.

Dear fatematuzzahuragdg,

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)? 
• Were your winnings accumulated with or without an active bonus, please?
• 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

Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 

Registerd 3 weeks ago

Which games you’ve been playing (live casino games, slots, or sports betting)? 

Just hit the slots my favorite games got cut of while WINNING!!

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

Casino is not communicating at all

Hi fatematuzzahuragdg,

• Were your winnings accumulated with or without an active bonus, please?

Thank you.

With Bonus

Hi fatematuzzahuragdg,

• Could you please specify which bonus you used to accumulate your winnings?
• Was it a free bonus, or did you make a real money deposit to activate it?

Thank you.

I get a 100% and made a deposit

Thank you very much, fatematuzzahuragdg, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear fatematuzzahuragdg,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Flush Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Flush Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Dear fatematuzzahuragdg,

I wanted to let you know that I've been contacted by the casino representative outside of this thread. We are currently reviewing your case, and I will keep you updated with any developments and conclusions.

Thank you in advance for your patience.

I would like to clarify that I was simply winning in the game when my account was abruptly cut off. I have not done anything wrong and believe my account should be reopened. If I had lost the money, there wouldn't have been an issue. Although I might have used an anonymous browser, I can provide proof in various forms that I am indeed the person in question.

I look forward to your help in rectifying this situation.

Dear fatematuzzahuragdg,

I have already received a response from Flush Casino's representative outside of this thread. Unfortunately, they have provided evidence substantiating the claim of multiple accounts being opened at the casino. While I am unable to disclose specific details due to confidentiality, I must objectively state that the provided proofs are compelling. There is significant matching data between these accounts, including records of deposits and gameplay activity.

Based on these reasons, I must reject this complaint as unjustified. Creating duplicate accounts, even with good intentions, constitutes a serious violation of the Terms and Conditions of most casinos, and is typically subject to penalties.

However, if you are confident that you have not violated any casino rules, I recommend contacting the Gaming Curaçao Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gaming-curacao.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo