The player from Russia made a withdrawal request on 05/14/2024 and received no response from the casino's support team despite efforts to contact them via email and chat. The Complaints Team advised the player to wait 14 days for the withdrawal process, considering potential delays. The player later reported that the withdrawal was canceled, and he faced login issues. Finally, the player confirmed that the issue was resolved, and the funds were received. The complaint was marked as resolved by the Complaints Team.
CryptoRush Casino - Player’s withdrawal is not processed.
Amount: $1,366
CryptoRush Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.8
CryptoRush Casino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
I made a request to withdraw money on 05/14/2024. Support doesn't respond, doesn't respond by email, and doesn't respond in chat either.
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7 months ago
Dear sneg878,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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7 months ago
Understood, if there are any adverse developments, or when your withdrawal is successfully received by you please let me know earlier. I'll set the timer for an additional 6 days. I'll await your reply.
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6 months ago
Dear sneg878,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Hello. They canceled my withdrawal and now I can't log into my account. Support is not responding
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6 months ago
Dear sneg878,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
