Redflush 'refusing' to close my account

[irmster]

I have sent 3 emails now asking Redflush to close my a/c. Each one is met with either a phone call and/or an email with a new bonus offer. As of now the account is still open.

Very frustrating.

 

[chuchu59]

Unless your emails were poorly-worded they should close your account immediately, no questions asked.

 

[irmster]

Unless your emails were poorly-worded they should close your account immediately, no questions asked.

The emails were clear and polite, well the 3rd one was not so polite tbh.

I had two new bonus offers from them overnight 'to keep me as a loyal player' and another this morning.

They are accredited aren't they?

 

[Stovetopp]

I have sent 3 emails now asking Redflush to close my a/c. Each one is met with either a phone call and/or an email with a new bonus offer. As of now the account is still open.

Very frustrating.

lETS BE SERIOUS HERE. Redflush is not the ones who click on the computer and login to their site.
You have several choices. Uninstall, dont log in , block the email address, etc etc

I never heard of redflush so I am not defending them but geesh , I do hope this is not the biggest problem in your life, if it is congrats on a comfortable life.

 

[Tirilej]

I agree with chuchu, they should have closed the account immideately.
Try send a private message to their Rep here, include your accoutnr and he will make sure it get's closed right away.
https://www.casinomeister.com/forums/members/

..and don't mind Stovetops post. He's having a bad day I think

 

[Stovetopp]

I agree with chuchu, they should have closed the account immideately.
Try send a private message to their Rep here, include your accoutnr and he will make sure it get's closed right away.
https://www.casinomeister.com/forums/members/

..and don't mind Stovetops post. He's having a bad day I think

lol I was having a great day until I read the post. Honestly, I really cant see the big deal

 

[chuchu59]

lol I was having a great day until I read the post. Honestly, I really cant see the big deal

The beauty of the forum is to keep the casinos, accredited or not, to be on their toes. You never know, if the op had a gambling problem the casino is doing a disservice to a player by not closing his account. IMO he has every right to state his experience here lest others follow suit.

 

[mn001]

Not cool.

But hey what kind of offers do they send when requesting account closeure? Any good bonuses?

 

[KasinoKing]

Not cool.

But hey what kind of offers do they send when requesting account closeure? Any good bonuses?

I know what you're thinking!

KK

 

[irmster]

thanks for the mostly helpful replies.

I thought this is a forum to share casino experiences. I don't really understand why some people think it's ok to trash other's posts just because it's of no interest to them. Oh well.

 

[IanO]

FWIW, I would want to see the requests submitted before I make any judgement here.

If a player sends me an e-mail saying : ''I've decided to play on another site, please close my account'', I would consider trying to keep that player. I'd ask what we could do to match or improve what they get elsewhere for instance. Believe it or not there are even some players who request closure in the HOPES of a bonus offer! I dont see this as nefarious in any way.

If, however, the player sends a mail saying : ''I want this account closed due to a gambling problem', then boom, it's closed and that's the end of it.

Would you mind telling us how you phrased the requests irmster?

 

[irmster]

FWIW, I would want to see the requests submitted before I make any judgement here.

If a player sends me an e-mail saying : ''I've decided to play on another site, please close my account'', I would consider trying to keep that player. I'd ask what we could do to match or improve what they get elsewhere for instance. Believe it or not there are even some players who request closure in the HOPES of a bonus offer! I dont see this as nefarious in any way.

If, however, the player sends a mail saying : ''I want this account closed due to a gambling problem', then boom, it's closed and that's the end of it.

Would you mind telling us how you phrased the requests irmster?

More like the first reason- I get your point, but after 3 requests you'd think they would get the message.

 

[Jennifer]

lETS BE SERIOUS HERE. Redflush is not the ones who click on the computer and login to their site.
You have several choices. Uninstall, dont log in , block the email address, etc etc

I never heard of redflush so I am not defending them but geesh , I do hope this is not the biggest problem in your life, if it is congrats on a comfortable life.

Yeah lets be serious here. When a person wants to have their site completely removed, it should be honored with no questions asked. You shouldnt have to go through all of the blocking email etc with an accredited site. I used to play so many casino's the reason why I would ask them to be closed is so I dont forget the bad experience I had on their games or with support. Furthermore, bringing the posters "life" into this thread is completely unnecessary. There is no reason for it.

Maybe the person has a gambling problem and this is the only way to squash it? Maybe in the future before you take a round about way of insulting someone for no reason, you think about it.

 

[Stovetopp]

Yeah lets be serious here. When a person wants to have their site completely removed, it should be honored with no questions asked. You shouldnt have to go through all of the blocking email etc with an accredited site. I used to play so many casino's the reason why I would ask them to be closed is so I dont forget the bad experience I had on their games or with support. Furthermore, bringing the posters "life" into this thread is completely unnecessary. There is no reason for it.

Maybe the person has a gambling problem and this is the only way to squash it? Maybe in the future before you take a round about way of insulting someone for no reason, you think about it.

you maybe right I didn't intend to "flame" Sorry OP

 

[irmster]

you maybe right I didn't intend to "flame" Sorry OP

No problem.

So tonight I played some more there (stupidly - but since they gave me another bonus). Having lost again, I called up, explained the situation about trying to close the a/c and the guy put me on hold. Came back a few minutes later saying they would give me £150 tomorrow and I could decide after that about whether to close or not - they wouldn't close it tonight.

At this point I lost my rag - the guy still refused to close it - said I needed to put in in writing (which I had already done 3 times). Finally, I managed to get it closed by asking to be self excluded.

Learned a lesson here. Had a good win last week at Wintingo - put it all back and more at Redflush. Time to take a break as all of a sudden it's not so much fun.

I am frankly disgusted at the behaviour of Redflush. Clearly any losses are my responsibility and I accept that, but they did everything possible to keep me playing/losing more and tried every delaying tactic possible to stop the account being closed. The fact that even after I explained the situation on the phone, the guy (South African?) came back with another bonus offer is to my mind a complete joke.

 

[Nifty29]

FWIW, I would want to see the requests submitted before I make any judgement here.

If a player sends me an e-mail saying : ''I've decided to play on another site, please close my account'', I would consider trying to keep that player. I'd ask what we could do to match or improve what they get elsewhere for instance. Believe it or not there are even some players who request closure in the HOPES of a bonus offer! I dont see this as nefarious in any way.

If, however, the player sends a mail saying : ''I want this account closed due to a gambling problem', then boom, it's closed and that's the end of it.

Would you mind telling us how you phrased the requests irmster?

Very good point.

@irmster.....could you please post the three emails that you sent red flush?

 

[PNEFOREVER2]

I must say I have never played here but only because I was trying to enquire about the rules of the bonus that appeared in my lobby (but was apparantly expired for several weeks......?) yet the guy on the other end of the cs simply could not understand what I was saying-or didn't know how to respond in English.

Hence my choice never to deposit there to this day.Therefore gameplay/withdrawal wise I have no experience.

 

[chuchu59]

FWIW, I would want to see the requests submitted before I make any judgement here.

If a player sends me an e-mail saying : ''I've decided to play on another site, please close my account'', I would consider trying to keep that player. I'd ask what we could do to match or improve what they get elsewhere for instance. Believe it or not there are even some players who request closure in the HOPES of a bonus offer! I dont see this as nefarious in any way.

If, however, the player sends a mail saying : ''I want this account closed due to a gambling problem', then boom, it's closed and that's the end of it.

Would you mind telling us how you phrased the requests irmster?

This was why I asked how the emails were worded in my earlier post. However, RF should have at least addressed the closure issue by saying they will comply though they would like to improve their services by obtaining feedback on the reasons for the closure. By not addressing the issue and instead only sending bonus offers smacks of contempt of the player's request. Frankly, I would have thought accredited casinos would behave more professionally.

 

[nepatsfan01]

No problem.

So tonight I played some more there (stupidly - but since they gave me another bonus). Having lost again, I called up, explained the situation about trying to close the a/c and the guy put me on hold. Came back a few minutes later saying they would give me £150 tomorrow and I could decide after that about whether to close or not - they wouldn't close it tonight.

At this point I lost my rag - the guy still refused to close it - said I needed to put in in writing (which I had already done 3 times). Finally, I managed to get it closed by asking to be self excluded.

Learned a lesson here. Had a good win last week at Wintingo - put it all back and more at Redflush. Time to take a break as all of a sudden it's not so much fun.

I am frankly disgusted at the behaviour of Redflush. Clearly any losses are my responsibility and I accept that, but they did everything possible to keep me playing/losing more and tried every delaying tactic possible to stop the account being closed. The fact that even after I explained the situation on the phone, the guy (South African?) came back with another bonus offer is to my mind a complete joke.

That is disgusting behavior on their part. As someone who goes through these phases and asks to be self excluded once in a great while, I can understand that urge to continue gambling because a casino either took their time closing it down or refuses outright. But to offer bonuses and more money goes WAY beyond horrible practices as a casino. That stinks that you had to deal with all of that just to close an account!

 

[TheLastCylon]

Does Red Flush maintain a self-exclusion "network," whereby you can be rejected by other Microgaming websites?

 

[chayton]

@the OP, you said you sent 3 mails wanting to close your account and they kept sending you bonus offers - did you take all those bonuses or just that last one that you mentioned?

Just to be the devil's advocate here, if you sent a mail and said "Please close my account" and they sent you a mail that said "Oh no please don't go, if you'll reconsider closing your account we're willing to give you this bonus of whatever" and you take the bonus, you're kind of saying that you've reconsidered closing the account.

That's IF you took the bonuses - if you didn't take them then everything I just said is BS.

 

[chuchu59]

@the OP, you said you sent 3 mails wanting to close your account and they kept sending you bonus offers - did you take all those bonuses or just that last one that you mentioned?

Just to be the devil's advocate here, if you sent a mail and said "Please close my account" and they sent you a mail that said "Oh no please don't go, if you'll reconsider closing your account we're willing to give you this bonus of whatever" and you take the bonus, you're kind of saying that you've reconsidered closing the account.

That's IF you took the bonuses - if you didn't take them then everything I just said is BS.

This is probably what happened but IMO the casino must never exclude the possibility of a player closing an account for gambling addiction reasons. Therefore, before they offer bonuses they should try to understand the reason for the closure. If none is given the account should be closed and bonuses should not be offered to induce the player to return. That's what a responsible operator should do.

 

[Nifty29]

IMO, before we drive the knife into red flush all the way, we should wait to find out exactly what the op said in their emails.

For example, if I wrote an email saying "I just can't win at your casino. The payouts are terrible. Please close my account.", or something to that effect, I don't see how the casino could deduce that I had a serious gambling problem and needed to be excluded. I'm sure they get dozens of emails every day saying that from players who are looking for freebies.

If he told them he had a problem and needed to close his account to stop, that's a different matter. I also agree with chayton that the action of the op taking the bonuses is not consistent with wanting to stop playing.

An accredited casino does have obligations, but they also deserve the benefit of the doubt until such time as the facts are established.

 

[raj]

Personally, I think this is a very poor show on the casinos part. If a customer requests an account closure , then it is fully acceptable to ask in a polite and courteous way why the customer is looking to close the account. Depending on the response would determine the course of action to be taken. If it is problem gambling related then account should ALWAYS be closed as per request and the customer given guidance on where to get additional help, if it is service or bonus related then it is acceptable to offer incentives/resolutions to stay. The customer is of course under no obligation to give a reason, and if a customer chooses not to disclose why their request for closure should be honoured anyway.

Just my opinion

Raj

 

[chuchu59]

IMO, before we drive the knife into red flush all the way, we should wait to find out exactly what the op said in their emails.

For example, if I wrote an email saying "I just can't win at your casino. The payouts are terrible. Please close my account.", or something to that effect, I don't see how the casino could deduce that I had a serious gambling problem and needed to be excluded. I'm sure they get dozens of emails every day saying that from players who are looking for freebies.

If he told them he had a problem and needed to close his account to stop, that's a different matter. I also agree with chayton that the action of the op taking the bonuses is not consistent with wanting to stop playing.

An accredited casino does have obligations, but they also deserve the benefit of the doubt until such time as the facts are established.

Both your examples are valid. However, if no reasons are given initially for the closure the account should be closed. Simple as that. The casino could, in an attempt to gauge whether its services meets the standard of the player, request for a reason but it does seem that if there are 3 successive requests for closure the casino should comply first. As for the op taking the bonuses though initially wanting to stop playing this could be signs that there is gambling addiction(no offence to the op though) and this is why addicted gamblers need all the help they can get without further inducements from casinos.

 

[Tirilej]

What I find best of all the Rivals out there is that they have a great way of dealing with this.
The option to close the account is in the software. You don't have to talk to anyone. You can chose several options why you want it closed and even decide for yourself if you want to be contacted by a manager to discuss the closure.

That's an easier way of doing it and something I wish were an option at all casinos. Our problem as gamblers is just the fact that if we speak to a person they have to opportunity to talk you inte keeping your account.

I don't know what option all casinos has, but it doesn't seems to be as easy to close an account as it is to open it up...and it should be

 

[Nate]

From a players perspective it would be appropriate for the Casino to ASK for the reason.

We sometimes bitch and moan that some outfits don't care about players and retention is at the bottom of their list. The email correspondence is key as that would give us an idea of the tone in which the OP asked for his account to be closed.

I sometimes close accounts because I am pissed off OR have no luck. In most cases, I was asked and in others they simply replied the account was closed (I wondered about the retention strategy then??)

Its kinda a catch 22 - IF the reasons were explicitly stated - then close, If not - inquire and find out why. If i were a rep and someone wanted to close an account, I WOULD comp them if Bad Luck was the reason. I may give the person a shot or two until such time that we have given the person a fair chance.

Nate

 

[irmster]

this was the original email word for word on May 15. This and subsequent mails - and my phone call was met with bonus offers.

Hi

still absolutely no luck. I will never win with you I don't think.

Please close my a/c - this time permanently - I have spent more than enough.

Please confirm a/c is closed by email. Please do not call this time.

regards
xxxx


Anyway, as I said, I am a grown up and should have known better than to take one of the offers they made AFTER I asked for a permanent closure. Still appalling behaviour by Red Flush imo.

I'd rather not post any more on this as it just makes me angry.

 

[Tirilej]

In my eyes you have every right to be angry. That email should not have been followed by a bonusoffer.

Just a final question. Is your account closed now?

 

[irmster]

In my eyes you have every right to be angry. That email should not have been followed by a bonusoffer.

Just a final question. Is your account closed now?

Yes, but only after they tried to give me a further bonus offer (£150) and then tried to tell me it couldn't be closed until today and then I needed to send another email. As I said before, I pretty much had to plead with the guy on the phone to close.

Incidentally, this was my 2nd overall attempt to close the account - the first a week ago was met with the same tactic - a phone call offering a bonus followed by an email. That time as well I stupidly took the bonus, so they no doubt felt they could do it again. The difference this time was I asked for a permanent closure and made it clear I didn't want any more bonus offers (they ignored me). I guess I'm just another sucker in their eyes.

Live and learn. I only had one other online a/c with Wintingo, and with all the upset this caused, I decided to ask this one to be closed as well. They closed it immediately and confirmed with an email wishing me well- no fuss, no offers. That's the way it should be.

OK, really is time to move on. I hope others who read this bear this in mind when considering opening an account with Redflush. I have received a PM from the rep - but nothing much he can do now.

 

[Seventh777]

Yes, but only after they tried to give me a further bonus offer (£150) and then tried to tell me it couldn't be closed until today and then I needed to send another email. As I said before, I pretty much had to plead with the guy on the phone to close.

Incidentally, this was my 2nd overall attempt to close the account - the first a week ago was met with the same tactic - a phone call offering a bonus followed by an email. That time as well I stupidly took the bonus, so they no doubt felt they could do it again. The difference this time was I asked for a permanent closure and made it clear I didn't want any more bonus offers (they ignored me). I guess I'm just another sucker in their eyes.

Live and learn. I only had one other online a/c with Wintingo, and with all the upset this caused, I decided to ask this one to be closed as well. They closed it immediately and confirmed with an email wishing me well- no fuss, no offers. That's the way it should be.

OK, really is time to move on. I hope others who read this bear this in mind when considering opening an account with Redflush. I have received a PM from the rep - but nothing much he can do now.

Slightly off topic, I noticed you only had 2 online accounts and both incorporate MGS, I will end my post with just one word....................................................................



32Red

 

[Nifty29]

this was the original email word for word on May 15. This and subsequent mails - and my phone call was met with bonus offers.

Hi

still absolutely no luck. I will never win with you I don't think.

Please close my a/c - this time permanently - I have spent more than enough.

Please confirm a/c is closed by email. Please do not call this time.

regards
xxxx



Anyway, as I said, I am a grown up and should have known better than to take one of the offers they made AFTER I asked for a permanent closure. Still appalling behaviour by Red Flush imo.

I'd rather not post any more on this as it just makes me angry.

Well this is not a request to exclude due to a gambling problem that is for sure.

I don't think it was rogue or unacceptable to offer a free chip in response to this particular email. If the OP was genuine about wanting the account closed, all they had to do was respond with "no thanks. close the account" and uninstall the casino. The fact that he kept taking the bonuses just tells the casino that you are not serious, but rather looking for free chips/compensation for your losses.

Could you please post the other two emails? So far nothing has suggested you were badly treated. In fact, in most cases, I would guess that if the casino said "OK. Account closed. Bye", the players concerned would have gone ballistic because they weren't offered anything or asked why they wanted their account closed, so it's a "damned if you do, damned if you don't" situation.

All the OP had to do was say he had a gambling problem, or ask to be excluded from the casino. I really think the OP was "having an each-way bet" so to speak, wording the email to leave open the possibility that the casino might respond with some free chips, rather than an immediate closure if exclusion or problem gambling was mentioned. In other words, the OP is not without responsibility in this case.

 

[irmster]

I really think the OP was "having an each-way bet" so to speak, wording the email to leave open the possibility that the casino might respond with some free chips, rather than an immediate closure if exclusion or problem gambling was mentioned.

You could not be more wrong. I wanted the a/c closed, I didn't want any more offers, I told them I didn't want any more offers. Asking it to be closed to solicit some free money never crossed my mind. That might be naivety on my behalf, but it also happens to be true.

 

[Tirilej]

Now please don't open it up again
Since Red Flush is monitoring this thread they are probably also discussing this issue also I hope, so the next one won't have the same difficulties to get their account closed.

Just as a little check on them I remembered that I closed my account a couple of weeks ago at their sister casino LaVida. I only sent a pm to the rep here and didn't check the casino after.
When I looked today I couldn't log in so I opened up a chat and asked if it was closed.
The reply I got was -Yes Sara, it's closed and it will stay closed for as long as you want it to.
I wasn't a big depositor there, but clearly we all have different experiences.
Just wanted to let you know

 

[chuchu59]

Well this is not a request to exclude due to a gambling problem that is for sure.

I don't think it was rogue or unacceptable to offer a free chip in response to this particular email. If the OP was genuine about wanting the account closed, all they had to do was respond with "no thanks. close the account" and uninstall the casino. The fact that he kept taking the bonuses just tells the casino that you are not serious, but rather looking for free chips/compensation for your losses.

Could you please post the other two emails? So far nothing has suggested you were badly treated. In fact, in most cases, I would guess that if the casino said "OK. Account closed. Bye", the players concerned would have gone ballistic because they weren't offered anything or asked why they wanted their account closed, so it's a "damned if you do, damned if you don't" situation.

All the OP had to do was say he had a gambling problem, or ask to be excluded from the casino. I really think the OP was "having an each-way bet" so to speak, wording the email to leave open the possibility that the casino might respond with some free chips, rather than an immediate closure if exclusion or problem gambling was mentioned. In other words, the OP is not without responsibility in this case.

This isnt fair Nifty. There is nothing shown by the OP that this is what he thought. It is also possible for a player to succumb to temptation so you cant really question why he took the bonus offers. Players need not state the reasons for the closure of accounts though a casino may wish to ask and thus retain a valued customer. Offering bonuses in response to a request for closure of an account is just not right IMO.

 

[Nifty29]

This isnt fair Nifty. There is nothing shown by the OP that this is what he thought. It is also possible for a player to succumb to temptation so you cant really question why he took the bonus offers. Players need not state the reasons for the closure of accounts though a casino may wish to ask and thus retain a valued customer. Offering bonuses in response to a request for closure of an account is just not right IMO.

Sorry Chu, I wasn't referring to the OP in that statement which is why I said "the players concerned.....in most cases".

I was just pointing out that the casinos cop it both for offering bonuses to keep players, and also for immediately closing accounts without offering anything.

I have a strong feeling that if the OP had replied with "I don't want the bonus - close my account now" they would have done so, but you can hardly blame the casino for being unethical when the player keeps taking the bonuses. The player has to accept SOME responsibility.

 

[carlisleboy]

Whenever I have closed accounts down I normally just put, "sir/madam, I'll like to close down my account with immediate effect, my account number is xxxx my email is xxxx

Yours sincerely,"

At worse I get an email asking why and then I follow it up 99.9% of the time "because I have lost enough cash already or I just don't like their slots".

But normally it is a straight close with a if we can be of any further assistance.

I've closed down so many accounts I can't be 100% certain, but I'm pretty sure I still get emails from some casinos with offers etc..despite the fact I have closed my account.

 

[The Dude]

You could not be more wrong. I wanted the a/c closed, I didn't want any more offers, I told them I didn't want any more offers. Asking it to be closed to solicit some free money never crossed my mind. That might be naivety on my behalf, but it also happens to be true.

The casino rep has been trying to PM you. Could you please give him the courtesy of a response since you are making a public issue out of this? Thank you.