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Hello, I reported my gambling problems in 2023, but responsible gaming wasn't taken seriously because I couldn't reopen my account. They just asked me if I still had a problem with my addiction. I think my account should never have been reopened. Could you help me recover my deposit because I couldn't afford to deposit that money? Thank you.

bonjour j'ai signalé mes problèmes de jeux en 2023, mais le jeux responsable n à pas été pris au sérieux car j'ai plus reouvrir mon compte, il m ont juste demandé si je n avais plus de problème à mon addiction, je pense que mon compte n aurait jamais dû être reouvert, pourriez-vous m'aider à récupérer mon dépôt car je ne pouvais pas me permettre à déposer cet argent. Merci

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Flush Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account in the casino currently accessible to you?
• Could you please specify when your account was reopened?
• Could you please share with me your communication with the casino regarding the reopening of your account or other incriminating evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I currently no longer have access to my account. My account was reopened on November 8th. I have attached the conversation, and the casino is no longer responding to my messages.

bbonjour je n'ai plus actuellement accès à mon compte, mon compte a été reouvert le 8 novembre, je vous joint la conversation, et le casino ne répond plus à mes messages

Dear Rebecca85

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Rebecca85,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Flush Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block her account as soon as possible - if this hasn't been done already. Afterwards, would you be able to provide us with her deposit history? Please note, that in case the player's account had been closed due to gambling addiction, we believe it should not have been reopened under any circumstances if the desired exclusion period hadn't expired.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, especially regarding the previous self exclusion request, please send it to martin.l@casino.guru

Hello Mr. Martin, and thank you for your reply. I would like the casino to forward the information to you. Sincerely, Rebecca

bonjour monsieur Martin et merci de votre réponse, j'aimerais que le casino vous parvienne les informations. Cordialement rebecca

Dear Rebecca85,

thank you for your patience. I would like to confirm we have received an answer from the casino, outlining their position. We are currently evaluating the matter and will let update the thread shortly. In the meantime, would you be able to send me the closure request from 2023? You can send it to martin.l@casino.guru

Hello sir, could you please ask the casino for the closure request regarding my gambling problems, as this request is in their archives?

Bonjour monsieur pourriez-vous demander au casino la demande de fermeture pour mes problèmes de jeux, car cette demande et dans leurs archives

The casino has proof of this request for permanent closure from October 2023. Could you please ask them for proof?

le casino à la preuve de cette demande de fermeture définitivement de octobre 2023. Pouvez-vous svp leurs demander pour preuve

Dear Rebecca85,

thank you for the information you’ve provided so far. I would now like to clarify our stance in this thread.

We have reviewed your communication from two years back, where you requested closure due to gambling problems. Since no timeframe was specified, we believe the exclusion should have ideally been considered permanent, or, at the very least, could only be revoked after extended discussions and evaluations, along with a 7-day cooling off period.

According to the materials we have at our disposal, the account was reopened after a brief live-chat exchange and a written e-mail, in which the player simply stated she was fine to play again. With this in mind, we will kindly ask the casino to refund the deposits made after the account reopening and keep the account closed permanently.

Dear Rebecca85,

after further conversations with the the representative, the casino has agreed to process your refund. Please let us know when your funds arrive.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rebecca85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin