Grand Rush Casino - Player's bonus winnings have been canceled.

I won $6767.40 on a $100 free chip I got in a email. I made all the requirements and stipulations of the bonus. I wagered the $5000 that was required and made another $5000 in winnings. I tried the withdrawal but wouldn't let me because of the bonus. I just stated that I had to cancel the bonus to withdraw all withdrawalable winnings. I cancelled the bonus and it took back the $100 it gave me to play with. When I went back to make the withdrawal it said my withdrawalable balance was $4500. And it let my withdrawal it all. I live chatted with the casino shortly after the withdrawal was pending to see what all I needed to make the withdrawal go smoothly. I was told all I had to do is make a $20 deposit and send a pic of my driver's license. I did both within the next few days. I was then told it will go through a 48 hour review and if they need anything more they would contact me through email. And the money would be in my account 3 to 5 days after the review. I heard nothing or no email after the 48 hour review so everything is all good right? Wrong! After about 10 days of constantly checking my account not a penny. So I contacted customer service to see what's the hold up. I was then told sense I wanted a Bitcoin withdrawal I needed to make another $20 deposit using Bitcoin. After that the $6767.40 would be all mine. No problem. But 5 days later and still no deposit of winnings into my bank. So I call instead of messaging. Now they are saying I can't get my winnings because of terms and conditions. I meant all the terms and conditions of the bonus and even after cancelling the bonus still had the money in my account. So give me my damn winnings. I spent all my savings thinking I was told this was a lagit casino and I would get the winnings. Even got me to pay $20 two separate times. What a sucker! So now I'm out $2500 in savings and $40 they suckered me into giving their casino. I have screenshots of the withdrawal and there emails so I think talking to a lawyer is my next step. Don't waist your money at this casino. There are so many more "legit" casinos out there you don't need to waste your money or time at this one.

Dear Russ,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your winnings have been canceled because you deactivated the bonus?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

I sent in a email

Thank you for your emails, Russ. Please note, that according to the Bonus T&Cs, all free chips and free spin bonuses have a maximum cashout limit of $100. Please, see here:

"Where a player has won using their first free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of $100 applies."

Unfortunately, in some casinos are winnings over the limit deducted only at the point of processing of the withdrawal. The maximum cashout limit is very common, and the vast majority of free money or free spin bonuses have it. As long as the casino shares all the relevant information on its website, there is not much more we could do.

Do I understand correctly based on one of your emails, that all your winnings have been confiscated? Or can you only withdraw the maximum cashout amount?

I had other winnings too. The first cash out was for $4900. That was using the $100 free chip. After I Deposited $20 I had more winnings after that not exactly sure what those winnings were because when I cashed out on those winnings it added it to my pending withdrawal I made with the $100 free chip. I also played with some of my withdrawal money too. So after my deposit of $20 I believe there should be at least a $1200 that is lagit legitimately legitimately mine. All other casinos I play at will only let you withdraw what is legitimately your winnings even if it is $100 max. So I'm confused why it let me withdraw it all. I'm not sure who to figure out if they owe me anything or not. Definitely not playing at a casino that let's you withdraw all your bonus winnings and tells you your getting everything then goes back and says "f**k you we ain't giving you a god damn red cent, because we didn't specify or terms and conditions in the free $100 we gave you and made pay back." I'll just call it a lost. They shouldn't have let withdraw if it wasn't withdrawalable. I spent my own money lots of my own money because they stated more than 5 times I was guaranteed I was getting that money. Now I'm totally broke. Cashed out all my savings. Because they didn't say a damn thing in the email about $100 max cash out. Just "enjoy this $100 and have fun at our casino." I wagered over $10,000 and got nothing, because they failed to mention anything at all about the $100 max cash out. Should put that shit in in large bold print.

Would you be so kind as to forward me your game history in PDF or Excel sheet format? Also, please forward me your bonus history and cashier/deposit history. My email address is kristina.s@casino.guru. Thank you in advance.

Dear Russ,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.