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Dear CasinoGuru,

I am writing to file a formal complaint against [Casino Name]. I deposited €300 and played with a bonus, eventually winning €4000. However, the casino has now suspended my account, claiming I have created multiple accounts, which is against their terms and conditions.

I would like to emphasize that I have never created another account with this casino. This is clearly a mistake, and I believe my account has been wrongfully suspended. I have already contacted the casino's support team to clarify this, but they insist on the suspension, citing their terms regarding multiple accounts.

I request your help in investigating this issue and resolving the situation, as I feel I have been treated unfairly. I look forward to your assistance in this matter.

Dear Flowersean,

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?
• Could you please confirm that you have passed the KYC verification?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I passed the KYC

I used mobile internet my area not have any good internet connections.

All communication talk are for you email

Thank you very much, Flowersean, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Flowersean,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Flush Casino to join the conversation.

Dear Flush Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Flowersean,

Just to give you a quick update, I am in touch with the casino team outside of this thread and working to clarify the situation.

Could you kindly inform me if any of your family or friends have an account with Flush Casino? If so, were you all playing at the casino simultaneously from the same location?

Could you kindly inform me if any of your family or friends have an account with Flush Casino? If so, were you all playing at the casino simultaneously from the same location?

No I play on my own. I mean everybody is playing online these days and we get casino hits from each others.

I play myself only me!! What somebody else is doing is there business.

Thank you for your response and the provided evidence, Flush Casino team.

Dear Flowersean,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions. The findings indicate multiple accounts linked to your account that claimed the same bonuses from the same or very similar IP addresses, devices, or user agents. There were also crypto wallet connections and identical or very similar gameplay patterns, which cannot be considered as just a mere coincidence. The casino enforces a strict policy on cases involving multiple accounts used in this manner. The casino team has acted in accordance with its terms and conditions, as previously communicated to you.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru