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RedFlush – Withdraw

Ruling

Found for the Casino - The delays in payment that this player experienced were down to failure to meet security verification requirements. At the point that the player had met these requirements they then played with and lost their balance rather than withdrawing it. As the player would have, rightly, expected to be paid if they'd won, there's no justification for claiming that their losses were unreasonable.

Read our RedFlush Casino Review.

Player's Complaint

Withdraw pending, never received funds , told two different stories. Withdraw was accepted and funds would be released. Then told money was refunded in to account and played through

Read the casino review

3 Responses

ThePOGG
Aug 09, 2016

Hi anilou86 - welcome to ThePOGG.com!

Before we can do anything to help you I need you to provide the username and email address you use at Red Flush casino.

Thanks,

ThePOGG

ThePOGG
Aug 31, 2016

Hi anilou86,

I've spoken to RedFlush about this issue and their timeline of events is as follows:

1. You requested a withdrawal of the amount of 900.00 AUD on the 17th of July. The withdrawal went into the 24 hours pending period and exited on the 18th of July and then the vetting process started taking place.
2. On the 18th of July they requested KYC documents. This was done via e-mail which is standard procedure.
3. On the 19th the withdrawal was refunded as you hadn't yet provided the KYC documents. At that point you would have received a Message of the Day in the main casino lobby which shows as a message when you log in that does not leave until you actively close confirming this and re-requesting the documents
4. On the 18th of July you initiated another withdrawal of 900.00 AUD. The withdrawal entered the 24 hours pending period again and then exited on the 19th of July. As you still hadn't submitted the documents the withdrawal was refunded once more on the 20th of July. You again received a mail from us and the Message of the Day.
5. On the 21st of July you again initiated another withdrawal of 900AUD. And exactly the same process was followed again, including the mails and messages. The withdrawal was again refunded on the 22nd of July.
6. You returned the documents on the 25th of July and they were approved on the same day. You then initiated another withdrawal at this time it would have been processed. However, almost immediately after returning the documents to the casino you started reversing your withdrawals until you eventually played out your full balance of 900AUD.

If the above is accurate there's nothing we can do to help you. It's standard procedure at all online casinos to confirm a player's identity before making a significant payout. This is an anti-fraud requirement put in place by most regulatory authorities. Alongside this, if you've chosen to gamble your funds you would expect to be paid if you won. As such we cannot then insist that losses are returned.

If there's some fundamental error in the above please let me know.

Thanks,

ThePOGG

ThePOGG
Sep 09, 2016

Hi anilou86,

If I've not heard anything from you by Friday the 16th of September, I'll assume the above timeline is correct and close this complaint.

Thanks,

ThePOGG

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