Grand Rush Casino - Player is inquiring help.

Told at least 3 seperate times Vip Melanie will Cal me and it get looked into again and some off my money should be given to me as I did play with bonus from support and had deposited severa times prior I got. Ignored and not even some off my withdrawal instead ignored and ripped off over 40,000 how is that ok and fair

Dear Elizabeth,

Thank you for submitting your complaint. I apologize, but I am not sure I understand what happened. Please could you provide more information and details regarding your complaint?

Thank you in advance for your reply.

Best regards,

Kristina

Tried to cash out my wins that I had one from $30-$40,000 due to having consecutive free bonus is that the VIP manager and support gave me they turned around and said no they’re not gonna give me any of my money because of breaches of policy then I got told on three separate occasions by support and buy VIP that I’ll look into it and see what they can do an absolute VIP customer down looking to at least give me half for some more money instead they have fully ignored me and made me spend money and not give me one cent and not have commented on about this and have completely ignored me and rob me of my 40 grand I won and I had deposited many times with casino also

Thank you, Elizabeth, for providing more information. Could you please forward me your bonus history together with any relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post everything here. Thank you in advance.

Could you please clarify whether last free bonuses were credited to your account by the casino? Or did you activate them yourself?

Prior to me wining that large amount was from casino

Would you be so kind as to advise what bonus you played with that helped you to accumulate your winnings? Was this bonus given to you by the casino?

Could you please forward me your recent bonus history?

Thank you for your email, but please understand I need to see more of your bonus history. I saw this screenshot and I wouldn't ask for your bonus history if it was sufficient.

I would also like to ask you to express yourself clearly. I am giving you simple yer or no questions:

1. Were the last 2 free chips both given to you by the casino?
2. Do I understand correctly that the accumulated winnings were obtained by the free chip bonus?
3. If yes, was the second free chip the one you won with?

Could you also please clarify when exactly you made your last deposit? Was it before you played with these free chips?

AYes before I played with free chip but now no record of this casino is now again ignoring me accumulated winnings wrrr bonuses added by support and myslef prior and then they tried to say it was got consequtivr bonuses but they added this and said they look into it again and like last screen shot says 15,000 be given to me nothing was given to me

I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Why is it being transferred to nick ?is he manager

Hello Elizabeth,

I'm Nick and I'll be assisting you from now on. I'm not a manager but this is our complaint proccesing method. At first we try to get as much information as we can from the players to help out the case - then it is transferred to one of our colleague who then contacts the casino.

I would like to ask Grand Rush Casino to join us and help us resolve the player's issue.

Let’s see they are no help the promised me calls from manager and it be reviewed again and never did any of this

Hello Elizabeth,

No answer came so far from the casino. I'll try a different method to contact them but if they won't respond within the given time, we will be unfortunately forced to close the complaint as unresolved.

Regards,

Nick

Why can’t u keep contacting them and not give up they stole my winnings off thousands here

Hello Elizabeth,

Thank you so much for contacting us.

We analyzed your account, and we can see that you claimed so many consecutive bonuses. As per our casino terms and regulations, a player is allowed to only one free bonus after a deposit ( With a max cash out ). Free bonuses in a row is not allowed as you will not be able to withdraw it.

After your deposit, you are entitled to only one free bonus, which you claimed and no more after that. You also might want to refer to our terms and conditions of the casino to know more about the free bonuses.

Thank you so much.

Regards,

Grand Rush Support.

Thank you Grand Rush Casino for joining us. The player previously claimed that the bonuses were offered by the casino staff - did they know about the fact that she shouldn't get more bonuses? Were the bonuses added automatically or the player had to agree with it?

the bonus I won on was given by support agency

Hello Elizabeth,

And was the bonus added automatically or you confirmed that you want it.

I would like to ask Grand Rush Casino as well for their statement.

Regards,

Nick

I got offered the bonus cash and then I deposited also and won off what I deposited then they said they cash some of my money or get manager to contact me and nothing of this happened they stopped me from getting any bonus at all and depositing also ever since I asked theme to look into this and then spoke to your team about this as you see they have no reply or care they stole money I won after I had deposited and lied and said i be getting 10,000$ and other withdrawlez and then said no how is that right this casino is lie a thief a cheat clearly why they never contacted me or got back in end they just cut me off from any bonus or any deposits with them cause there lierz saying a manager cal me and look into this at least I get 10,,000$ possibly more or it be reopened and look d into nothing of this happened

Grandrush you might want to refer to your representives who said I get 10,000 and possibly other withdrawals or case be opened up and vipmanager would call me to discuss and see how to best resolve and you gave me last bonuses and then codes I typed in and deposited from also they weren’t just free bonuses and how do u mislead a client and take the whole amount when saying vip manager call me and open case again and I get the 10,,000 and rest be either withdrawn by me or looked into but instead cut me off completely from any bonuses and desposits and that’s the best u came up with lieing and misleading and stealing from ur customers after promising them lies and lies

Hello Elizabeth,

I hope you are doing well.

Thank you for reaching out. We can see you have a high bonus ratio, as a result of this, our system will not allow any free bonuses at any moment, or even if you have one, it will not allow you to withdraw. You strictly have to make a deposit to break the trend and play, only then you can withdraw. A free bonus is added after a deposit only.

Our VIP Manager deals with our VIP player only. To be a VIP Player, you need to deposit at least $10,000 weekly. Our agents are there to help you and you still can always refer to our terms and conditions. We have a max cash out for every bonuses you take and winnings from consecutive bonuses will always get forfeited.

Thank you.

Regards,

Grand Rush Support.

I did make

deposit I also got told I was vip

snd was contacted by vip then told I get contacted about this issue again and that I get 10,000 or my winnings looked at and see what can be done instead u blocked my account for any bonuses or deposits and no vip caled or looked into

this or geve mr

10,000 from 40,000 I won so how is that right or fair

Grandrush you might want to refer to your representives who said I get 10,000 and possibly other withdrawals or case be opened up and vipmanager would call me to discuss and see how to best resolve and you gave me last bonuses and then codes I typed in and deposited from also they weren’t just free bonuses and how do u mislead a client and take the whole amount when saying vip manager call me and open case again and I get the 10,,000 and rest be either withdrawn by me or looked into but instead cut me off completely from any bonuses and desposits and that’s the best u came up with lieing and misleading and stealing from ur customers after promising them lies and lies

Dear Elizabeth,

After taking into consideration every evidence you provided, we could not find anything that would prove that your balance was generated from real money or any evidence of casino claiming that you will receive your payment.

If a casino have a policy to deposit before taking a bonus, the player should follow it. Also in many cases the wins from the free bonuses are limited anyway.

Unfortunately, based on the evidence we have so far we will be forced to reject the complaint. If you wish to continue the case I can only recommend to contact directly the casino's licensing authorities. If you would have any new evidence or a conversation with the license, we will be happy to reopen the case.

I'm sorry that we could not help you out but in lack of evidence, there is nothing we can do.

Regards,

Nick