Grand Rush Casino - Player's account has been closed.

Casino refused to pay out winnings, even after verification was submitted, and online chat rep said documents were verified. First time I played, I deposited $40 from my credit card. And got a 50% match bonus which totaled $80. $40 being my deposit. I lost .couple days later, I won using a free bonus for a credit of 100 my winnings were close to $5000 that was AFTER completing well over the play through and wager amount. I requested my withdrawal, then deposited 20 through my bitcoin account didn't use any bonus . Lost. Reversed withdrew a fee hundred a couple times not using any bonus at all. My withdrawal amount was still at about $5000 without using any bonuses.  I never used any free bonuses besides the one I won money on, and before that I deposited money. I went through the verification process. Sent my face with my license. And cards they requested. After they said I was verified. They said wait 48 hours the withdrawal will process to my bitcoin account where I requested the funds to be deposited. The next day they locked my account. And when I called to ask why, they said there was a dispute from my bank when they tried to deposit the money, so they said they refunded one of my deposits which I have not received. And locked my account, cancelling my winnings. My bank has no recollection of a dispute. Or an attempt to deposit funds. I have screen shots of conversations. Deposit receipts. And saved emails from them they are denying me my winnings do to a bank dispute on my end that does not exist please help. 

Hello Nikkilm123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Would you be so kind and send me all the relevant communication between you and the casino, together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina thank you for getting back to me. I sent you emails with supporting documents, and I have a recorded phone conversation with a rep if you would like that too

Thank you for your emal, Nikkilm123. Yes, please, feel free to forward any supporting evidence you have that could help us move forward with this complaint.

Hi Kristina. Disappointed as I was to find out the conversation with the female rep I had where she said the account was closed because my bank disputed the deposit didn't save properly. But I called back and was able to save a new recording, but this rep gave me a different reason, without reason. I SENT the audio recording to your email address . Thank you.

Thank you very much Nikkilm123 for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.

Thanks. Waiting to here from Martin then.

Hello Nikkilm123!

From now on, I will take care of your complaint. In order to proceed I'd like to invite representatives of Grand Rush Casino to provide us with more information and some explanation about your account's closure.

Yes, please do. Hopefully together we can get more info than I could.

I will not stop here in order to receive my money. "Reservation of Right" Has stipulations that needs to be followed and I did not violate any terms or conditions, nor did I abuse any bonus stature. I provided all of the documentation that was requested of me, and have documentation that my account was fully verified. If they do not pay me, I will continue toward legal action, and contact proper parties designated to assist in resolving my payout.

We would like to ask Grand Rush 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 will have negative impact on the casino's rating.

Only a negative impact on their rating? What about receiving my unpaid winnings ?

I've contacted the regulating body for Grand Rush, see if they will assist

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Dear Nikkilm123!

Unfortunately, despite our best efforts, the casino remains unresponsive until this day. Without their entry to the discussion, it is be impossible to proceed with resolving this case. We are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I would also like to highlight the fact, that according to our information the casino does not operate any license which further complicates our efforts to help you, especially if the casino representatives decide not to respond to the complaint.

We sincerely hope that you won't come across situation like this in the future.

The casino can reopen this complaint anytime.