Flush Casino - プレイヤーがデポジットの返金を要求しています。

Hello Casino Guru team,

In november 2022 I joined Flush casino and requested a permanent self-exclusion as I was back then taking some breaks from casino and treatments.

On Thursday I was able to deposit multiple times big amounts but fortunately I made a win. As I wanted to prevent any further problems or more losses on this casino I asked them on chat for a self exclusion and they said to send a mail again. The live agent did not do anything to block my account or something while I had already send the request back in November 2022.

Thats also why I had reached out to the casino through chat and not mail as the first mail I sent did not result in anything and with live chat you can get an agent almost immediately to address your concern.

On Saturday I was still able to access my account and ended up losing another 0.06563249 BTC while I had informed the casino twice now about a self exclusion request.

Because of this mistake I do believe that the casino should return these deposits made as they should ve been aware of my issues 🙁

Dear Youssf,

Thank you very much for submitting your complaint. I'm terribly sorry to hear about your issue. I checked the responsible gambling section in the casino and I found this: https://flush.com/responsible-gaming/

Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

● email: support@Flush.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Could you please explain when exactly did you request the self-exclusion and have you given a reason for why you want to self-exclude? Is your account in the casino still open?

I hope we'll help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas,

On November 17th 2022 I sent the following mail to them:

Hello support,

Due to gambling issues I want a permanent self exclusion!

I do believe that this request is quite clear and it leaves no doubt about the request.

Until this morning my account was indeed still open with the casino, this was closed after reaching out to the Casino Support team through Live Chat.

Thanks for the update.

Would you be able to send the original request for self-exclusion and any feedback you received from the casino regarding your attempts to self-exclude to my email at tomas@casino.guru? I'll await your reply.

Dear Youssf,

thank you for your message. Unfortunately, the pdf with your email to the casino support from the 17th of November seems empty.

Could you try to send the email again?

Thanks in advance.

Hi Tomas,

I have send you a new mail with the pdf (this time the text is visible)

Thanks for your email, Youssf.

I am relieved the casino at least blocked your account.

I checked the response from the casino, using the same email support@Flush.com and the email seems to be working.

Did the casino acknowledge receiving your initial self-exclusion request? Have you contacted the casino shortly after if there was no reaction from the casino regarding your initial request?

Please understand we accept a situation when a single email might be overlooked by the casino.

I'll look forward to your reply.

Hi Tomas,

I have sent in total 3 mails to this mail address.

#1 the self-exclusion request to the mail you refer to that's working.

#2 A complaint regarding my situation and that I do believe that I am entitled to a full refund given the circumstances. I did not get a reply on this mail from the casino until I requested this in the Live Chat as you can see in the pdf files I send you.

#3 After getting an 'official' reply from the casino that they reject my complaint and did block my account instantly I wrote them a reply with supporting evidence that I had requested a self exclusion much earlier then my complaint mail but as you would expect no response on this...

Also I am unable to contact the Live Agents through chat as this option has disappeared on their site so all I can do is use this platform to either get a solution or other players would be informed that they might not be helped on this casino.

Dear Youssf,

thanks for the explanation.

As it seems the casino didn't acknowledge receiving the initial email you sent in November, they haven't been able to process the self-exclusion as you would expect. If you haven't followed through, and the casino didn't send you a confirmation, it's reasonable to assume the self-exclusion wasn't processed and wasn't in effect.

I am truly sorry but under these circumstances, we don't think you are entitled to a refund. I would recommend always asking for confirmation of your self-exclusion status via means that are available to you if you are yet to receive any in a reasonable time. I am sorry we can't be of more help with the issue.

As the self-exclusion is now active, is there anything else you need assistance with?

Hello Tomas,

I partially agree on this as this casino (and more important the Curacao based ones) can intentionally ignore your mails and say we did not see it yet.

The fact is that the casino only responded on 1 of the 3 mails I sent and so far my request was not denied by the casino that it was never received.

Before closing this complaint it is at least the try to see if the casino received the mail or not.

Dear Youssf,

Arguably, even if the email was received, but overlooked, we wouldn't be able to help. Thanks for your understanding. I wish we could be of more help.

I will now close the complaint, due to the reasons mentioned above. Please do not hesitate to contact us if you run into issues with any online casino in the future.