Grand Rush Casino - Player’s struggling to withdraw his winnings.

several times they cancelled my withdrawl but that was due to using too many bonuses so I said okay and the. I won again and made sure not to use to many bonuses I deposited in between also they said that their finance team don’t work weekend and they cancelled it on Sunday. I have screenshots

Hello Belal,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus was in play? Could you send us a link?

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. Alternatively, you can post everything here.

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

Best regards,

Kristina

Thank you very much Belal for your reply. I will now transfer your complaint to my colleague Martin 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.

Hello Belal!

I will try my best to take care of your complaint from now on. I would like to invite Grand Rush Casino into this complaint's thread in order to help us resolve the issue.

Hello Belal,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We are investigating on the issue at the moment and we will get back to you. Thanks for your patience.

Hi Belal, 

I hope you are well. 

I got feedback from Melanie that she spoke to you in regards with your withdrawal and informed you that you had claimed multiple back to back free bonuses that's why your withdrawal was rejected. However, as a one time exception she has negotiated to process your second withdrawal with an amount of $200 as per the t&c's since you deposit $20 (max cash out on the bonus is 10xDeposit; 10x$20 = $200)

She also informed me that you are happy with this decision, can you please confirm ? 

Thank you. 

Kind regards, 

Jonas

Hello Belal!

I would like to ask you on your opinion of the casino's proposal, so we can move further into resolving your complaint.

Hello Belal!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Hi Martin,

issue is not resolved and still refusing but however if they are not willing to pay out then it is what is.

thanks mate

Dear Johan and Grand Rush Casino,

Could you please update the situation on your end?

Hi Belal,

Could you please let me know which amount that you did not receive/we are refusing to pay out ?

Please give me the date of the withdrawal request and the amount, I will cross check on my end and I'll get back to you with more info.

Thank you.

Grand Rush Casino Rep

Dear Belal!

Did you manage to contact the casino with the required information?

Hello Belal!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since 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.