Red Flush Casino - Not following its responsible gambling policy

UNRESOLVED
hollie45 United Kingdom
posted on February 22, 2014.

Ihave a gambling problem and have excluded from casinos stating this. I had an urge to gamble and joined Redflush mobile. I was allowed to join to my surprise and deposited £170 via Ukash. I then tried to use my card and it stated that I had cards on alresdy and could add no more. I emailed redflush and asked about this and this is their reply


you did indeed in the past at some casino say that you have a gambling problem and thats why your cards are disabled. uou can continue to play using netteler ukash etc

I was shocked that they didnt care that I have a problem

I emailed again askimg to have my account closed and a refund but they replied that I nevet asked to have the accoumt closed amd to email again to request this

Im not happy with this at all

Redflush are not following responsible gambling policy

what do you think?

posted on February 25, 2014.

Guys,

Apologies but for us to answer the query . we do require your account details.

please submit this asap so we can review and reply with our investigation.

Thanks

hollie45 United Kingdom
posted on February 25, 2014.

Username: [email protected]

posted on February 27, 2014.

Hi,

Response below:

=================\

Hi "Hollie45",

Thank you for your message.

Please note that after reviewing your account, we have the found the below:

- you requested for your other casino accounts to be locked due to your gambling problem. This was done on request as per our process.

- you then registered a new mobile account by registering with different information which bypassed our security settings and protocols.

- you also made all deposits via uKash which also was not picked up by our security parameters and thus allowed you to play.

- you played out all your funds before contacting the casino to request for the account to be closed and your deposits to be refunded.

The final decision with regards to your query is that your opened the account by changing your details and deposited via uKash, which circumvented our security protocol. You had played the funds and bonuses that were in your account till the balance is zero. Based on this, we will not be refunding any of the deposits made at the casino. Your most recent casino account has been locked and will remain so indefinitely.

We have also added the all your information from the past and current accounts to our Central Negative Database so as to stop future accounts being opened with your registered details.

We empathize for your experience with online gaming and wish you well. We now consider the matter closed.

Regards

Rithen

Casino Host

==============\

Regards

Rithen

hollie45 United Kingdom
posted on February 27, 2014.

In my defence:

My details have not changed. same name,address,date of birth and ip adress

I have several email adresses and use them randomly

I used ukash not because I was trying to be deceitful but because on my mobile device banking pages sometimes refresh and double deposits

please dont assume that I was being deceitful

my main complaint which you seemed to overlook is the email I recieved from your support

Casino username: [email protected]

Brandon here from the casino.

From what I see on your account, you did indeed admit to a gambling problem at some casino some time. For this reason cards have been deactivated on your Red Flush account. You are free to use any ewallets like Moneybookers, Neteller, PaySafe or even Ukash to make deposits. Check your Bank page to see what is available for you.

Apologies for any inconvenience, but I hope we can get you playing again soon. Let me know if you need any assistance any time.

Have fun and good luck, Philomena.

This shows that you knew I had a gambling problem but still encouraged me to deposit

furthermore I am already on the central negative database

posted on February 27, 2014.

Thanks for the Reply ...but we have to close this issue out now.

We have provided you with our point and we consider the issue now closed.

Thanks

hollie45 United Kingdom
posted on February 27, 2014.

Unsatisfactory

posted on March 3, 2014.

It May be unsatisfactory to you but in Every way you breached THE terms of the casino . you cannot blame us for your approach this ISSUE IS RESOLVED.

hollie45 United Kingdom
posted on March 3, 2014.

You were aware as the email proves of my problem and still enticed me to deposit...this is what I am annoyed about!

AskGamblers
posted on March 3, 2014.

 This complaint will be marked closed, upon player's request!

posted on May 26, 2014.

I had a look at the complaints and let’s break this down from as early as 2012.

• The player did request to have the account locked for gambling addiction on the 06th of Sep 2012.
• The account was locked sent to the fraud team to have the player added to the CND ( The database that records these players), the logic would work on the email address level.
• Then on another account on the 11th of Dec 2012 she asked customer service why is her purchases are being rejected:
• So she knew she had a gambling problem but wanted to continue playing using a different email address, that’s deceitful indeed.
• Then on another account she asks for her account to be locked as a player request lock, so she was happy to play, never mentioned the word gambling addiction (WE HAVE THIS CORRESPONDENCE)
• The fact she keeps on registering new accounts using different emails remains the player’s responsibility, we are restricted with the CND regulations regarding the pick-up of players changing their details, she is ultimately responsible.
• The above needs to be explained to the player.

posted on May 26, 2014.

This complaint will be marked closed, upon player's request!

hollie45 United Kingdom
posted on May 26, 2014.

I still think name address date of birth ip address should be enough to flag a problem player. Many people have multiple email addresses
I am not happy that you say I am deceitful
but we could argue forever as we have different views on this
it was 2014 not 2012 that this happened
i am happy to let you post this complaint as resolved as I see no point in continuing posting!

AskGamblers
posted on May 26, 2014.

This complaint will be marked closed, upon player's request!