Flush Casino - Аккаунт игрока заблокирован, а выигрыши конфискованы.

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.

2024/7/5 flushcasinoに登録して初回入金ボーナス1000ドル入金の150%ボーナス1500ドルボーナスをもらいスロットで30000ドルほどまで残高が増えました。その日はプレイを終了し次の日ログインしようとしましたら、ログインできなくなっていましてサポートに問い合わせした結果　複数アカウントによりアカウントを一時停止し、資金を無効にされました。　初めての登録ですし複数アカウントはありえませんのでカジノGURUにて相談させて頂きました

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

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As for the winnings, they were left in the casino without being withdrawn.

VPNやIPマスキングは使用していません。

自分名義で契約している携帯電話の初期設定のままプレイしております。

家族にも登録している人は勿論いません。

KYCはまだ提出しておりませんが必要であればすぐ対応することも可能ですがアカウントを一方的に凍結されどうしようもありません。

勝利金については特に引き出すこともなくカジノ内に置いていた状況となります。

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.

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!

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