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Red Flush Casino - Unjustly trying to confiscate $53,000 in legitimate winnings

RESOLVED

Complaint Info

Disputed casino

Red Flush Casino
Posted on July 25, 2017

Hi,

My name on red flush casino is Nadiavdh85. I started playing a few months ago.

In my months of playing I deposited over $7,000 Canadian. I eventually went on to win just over $53,000. I played through any bonuses I had and All the money in my account was a cash balance and available for wihdrawl. I was told I can only wihdraw $5000 a week which is fine.

So I went on to send in my verification documents. I got verified, tried to cash out and now they want my fiancés verification because I used his ecopayz account for a couple deposits and paysafe cards for the rest. He gladly gave me his verification info, ecopayz account verification and all I got verified again. Now my fiancé let his friend use his ecopayz account at another casino so they wanted his verification info. No problem. He sent it to me and sent it in. Again he was verified and all good. Also I want to say that my fiancés friend never even played at red flush casino, ever. Somehow they had this information and my fiancés said hey it's his money if he wants to use my ecopayz online no problem.

My fiancé also let his sister use his ecopayz account with jackpotcity, she won $25,000 got verified just by herself and was paid within a week.

At this point it has been over two months of trying to cash out with red flush and dozens of emails back and forth which I have them all.

So now we are at the payment stage. They tried to pay me last week July 20th. They sent me this email as I did not put in my bank code:

Hi Nadia ,

Thank you for contacting the VIP Support Desk.

I hope you have had a good day so far.

Congratulation on the win

I can see that the payments department have tried to make payment to the account however they need a bank code in order to make payment in this regard
Please can you provide us with the bank code so we can process the withdrawal
The time frame fro the withdrawal once paid is 5-7 working days to arrive


Thank you for contacting us and please do not hesitate to contact us again should you require further assistance.

I thank you for your time and patience in this regard.

Kind regards

Brandon
VIP Desk
We promote responsible gaming.

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So after this email I sent in my bank code to the account department. They received it and updated my information. All is good, so I went to cash out again.

Suddenly on the morning of July 24th they said that now I can't cash out and my account has been locked and an investigation is pending. I called them on the phone and all they said is that "I am in breach of terms and conditions". I read the terms and conditions thoroughly the past few weeks more than once and I am not in breach of anything. At this point I have invested over $7000 of my own money and they owe me $53,600 roughly. I have screenshots of it all. I need help. This isn't right and I won my money fair and square with my own money.

They replied this morning with this email:

Hi Nadia,

Unfortunately, irregular activities have been taking place on your Red Flush (HTML5)(Malta) casino account (Nadiavdh85) and it has been locked.

We are investigating the matter in order to determine if we can unlock the account. If this be possible we will inform you by email. You may receive an email requesting that you send us verification documents.

If you do not hear from us please be aware that we will not be reconsidering the status of your account and it will therefore remain locked.

This decision will only have been made after a thorough investigation has been completed.

If we determine that your account must remain locked any attempted withdrawals will not be processed and balances from winnings will be removed as per our terms and conditions.

Should you need any assistance or additional information we have a 24-hour support team which you are more than welcome to contact.

Regards,

The player security team
Red Flush (HTML5)(Malta)

They went from trying to pay me to closing and locking my account when given all of my financial information.

Please someone help me, this is a lot of money and I feel like I have been violated and stolen from. Over $7000 of my of my own money even and $53,600 in winnings. They have also given me no specific reason for anything as well. All I got from red flush VIP Support was "that's all I can say about the matter".

Thanks for listening and I hope someone can help.

Nadia

Posted on July 28, 2017

Hi Nadiavdh85,

Please note that due to this matter being under investigation with the KGC currently, I am not at liberty to provide any further information.

Once there is a verdict from KGC you will be informed in this regard.

Kind Regards
Gabriela

Posted on July 31, 2017

Thanks or the response. Still waiting for a reply.

Posted on August 3, 2017

Hi Nadiavdh85,

Please note that this matter has now been dealt with by the regulator. You should have received feedback in this regard.

Kind Regards,
Gabriela

AskGamblers
Posted on August 4, 2017

Dear @Nadiavdh, 

Please let us know if you have received the feedback about regulator's decision.

Thank you for your cooperation.

Posted on August 8, 2017

Yes they have sent me a reply from red flush. They say I have breached their terms for using a credit or debit card with someone else's name. This is untrue. I never did this. I used an ecopayz account and I never put my name into the casino website or anything.

Ecopayz is not a credit or debit card clearly as it states.

They owe me at lest $7000 for my deposits alone aside from the $48,000 I won't LEGITIMATELY on top of that.

I would like a lawyer who's well
Versed In such matters ask gamblers if you have. I have some lawyer friends who know international law but
I'm sure you guys / girls have better lawyers for said matters.

Red flush is absolutely disgusting for doing this and it makes me sick to my stomach they can try and commit legal
Theft.

Thanks,

Nadia.

AskGamblers
Posted on August 8, 2017

Dear @Nadiavdh,

AskGamblers Complaints Team is kindly asking you just to confirm if you have received the feedback about official regulator's decision on the matter?

Thank you for your cooperation.

AskGamblers
Posted on August 11, 2017

AskGamblers Complaints Team has been provided with valid evidence on behalf management of Red Flush Casino that MGA ruled in the casino's favor. 

Based on the fact that MGA is the official regulatory body whose decisions are of the highest priority when it comes to complaints related matters referring to Red Flush Casino, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed.

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