The player from the United States had his account allegedly blocked without further explanation. We received the information from the casino that the player's account has not been blocked, and there were some issues regarding his BTC withdrawal because he previously did not make any deposits via BTC. According to the player's game history, after an unsuccessful withdrawal via BTC, he requested a withdrawal with another payment method, but then he repeatedly canceled withdrawals and requested withdrawals of lower amounts. At the same time, with every decrease in withdrawal amount, the rest funds returned to his casino account balance were lost by playing in the casino. This continued until the account was left with zero. He stated the casino did it without his knowledge, and he does not know anything about it. He also sent us screenshots from his casino account but later claimed his account was blocked. A few more questions arose, but when we asked the player to provide us with more details to consider the complaint, he stopped responding. The complaint was rejected because the player did not respond to our messages and questions.
Grand Rush Casino - Player’s account has been blocked.
Amount: $800
Grand Rush Casino
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
I won and now they saying I played back All my winnings I won 1100 quit with 800 and they block me from using app it keeps saying verify I'm human
Dear bonejohnson667,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please? Do I understand correctly that the entire website is not accessible?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Yes my account been registered almost year I play slots and no I always use my own money
Thank you very much, bonejohnson667, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello, bonejohnson667,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Grand Rush Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Grand Rush Casino Team,
Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Alright, I understand.
Where do you expect to receive the funds? Could you please explain it in more detail? Is there any pending withdrawal in your account? If yes, when did you request it?
I requested refund the day I filed complaint because casino said that I played it all back and I know I didn't I have requested it bout week before that but I went check they added back to my account saying I couldn't get that much in Bitcoin because I didn't deposit with Bitcoin so I went and requested it to my bank account now they saying I played it all back
Dear Grand Rush Casino Team,
As was stated by the player, the main issue has been resolved and his casino account has been unblocked.
Could you please clarify the issue regarding his disputed funds?
Looking forward to hearing from you.
Hi Branislav, Bonejohnson667,
I cannot find any account on Grand Rush with the e-mail address provided. Can you please send me the e-mail address used to create the account ?
Thank you.
Kind regards,
Lea
Hi bonejohnson667 & Branislav,
I see that the account is active & not locked. bonejohnson667, if you are unable to log in please try to reset your password or contact support, they will assist you.
Regarding the withdrawal, I see that you requested a withdrawal of $1,100 which was reversed on 28/11 due to no bitcoin deposits made (As BTC deposits is required in order for BTC payouts to happen). You then requested the withdrawal again for on the same day at 12:53 PM UTC for $1,100. You reversed the withdrawal at 2:35 PM and then requested it again at 3:08 PM
Then, you reversed the following:
On 28/11/2022 (UTC)
$75 at 4:52 PM
$75 at 6:19 PM
$50 at 9:58 PM
on 29/11/2022 (UTC)
$100 at 4:20 AM
$50 at 4:38 AM
$50 at 4:42 AM
$100 at 4:45 AM
$100 at 4:49 AM
$100 at 5:30 AM
$100 at 5:34 AM
$100 at 5:38 AM
$100 at 5:41 AM
$100 at 5:50 AM
Please see screenshots of the player's statement below
Please let me know if you have any questions.
Thanks.
Lea
Yes I did that's correct I did not play it back they added it back to my account after I requested withdrawal I didn't tell them to do so either
Thank you, Lea and Grand Rush Casino, for your explanation and the provided data.
Dear bonejohnson667,
In casinos, it is a standard rule that only a player is able to reverse a pending withdrawal unless there is any other reason to cancel it on a casino's side. If it was canceled by the casino, the whole withdrawal would have been reversed. In this case, it was made by smaller parts from a pending withdrawal and then these amounts were gambled away. Even if the casino reversed your pending withdrawal by parts, which is very unlikely, it is impossible that the casino employee would have played all your balance in this way.
So, do I understand correctly that you lost all your balance/pending withdrawal by playing in the casino?
No they rigged it so it will look like that I got money I'm not lying on them that's point of contacting you all they scaming
Greetings all,
I am sorry for the delayed reply.
I think that the provided data are clear and indisputable, bonejohnson667.
Dear Lea and Grand Rush Team,
There is just one detail missing in the provided documents that we would like to see. Could you please send me a screenshot (it should be enough to provide us with one part of the previously shared data) that connects the provided gameplay data with the player?
It would be great to see it with a visible player's ID/email on the same screenshot, or alternatively, to see a list of those records IDs with the player's casino account ID/email.
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello, bonejohnson667,
Based on the information received recently from my colleagues and the fact there was a holiday season, now I am extending the timer one more time on top of our standard processing times for complaints to provide the casino with a few more days to respond.
Thank you for your patience and understanding.
Dear Lea and Grand Rush Team,
I would like to repeat part of one of my previous posts.
"There is just one detail missing in the provided documents that we would like to see. Could you please send me a screenshot (it should be enough to provide us with one part of the previously shared data) that connects the provided gameplay data with the player?
It would be great to see it with a visible player's ID/email on the same screenshot, or alternatively, to see a list of those records IDs with the player's casino account ID/email."
Please note these are the last 7 days for the casino to respond. Otherwise - the next procedure has already been explained.
We are looking forward to hearing from you.
Hi Branislav,
On my end when I open the statement we need to open it from the player's profile on the system but the player details is not visible on the page. I requested a copy of the statement from our tech with the player's details visible however it is not supported at the moment.
The player can access their account and the same statement will be displayed there. Can I please request the player to send a screenshot of their statement from their end. It should show the exact same thing.
Thank you.
Kind regards,
Lea
Greetings all,
Thank you, Lea and Grand Rush Casino, for providing the explanation.
Dear bonejohnson667,
As the casino representative mentioned, you should have access to the required data in your casino account.
Can you please provide me with the required data and details from your account?
It would be great if you could provide me with a complete transaction and gameplay history that should be available in the account as a "Statement". Screenshots should be enough for this purpose. It could be only a part of the mentioned statement - we just need to connect the data provided above with your account.
It is possible to share it directly here, with your response, or by sending it to my email (branislav.b@casino.guru).
Please note if you are not able and willing to cooperate and provide me with the requested data, I will be forced to reject the complaint.
Dear bonejohnson667,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
Do whatever you All have to do to get them scammers I done spent a lot of money with them to get away with that
Dear bonejohnson667,
Do I understand correctly that you are not able to provide me with the requested data?
Please note if you deny cooperating in resolving your complaint, I will be forced to close it.
Dear bonejohnson667,
Previously, you confirmed that you already have access to your account, and you even provided us with the screenshots from this account above. It is clearly visible that the email is the correct one, and you are logged into the account because you were able to access the casino account profile.
So, in case you really do not have access to your account again, please, try to reset your password and provide me with the necessary data and details following the instructions in my post from January 10, 2023.
Please note if you deny cooperating in resolving your complaint or will not provide me with the requested data from your casino account, the complaint will be rejected.
Thank you for understanding.
Looking forward to hearing from you soon.
Dear bonejohnson667,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, Lea and Grand Rush Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
