Grand Rush Casino - Player’s winnings have been cancelled.

March 7th

I played though a free spin bonus in which I went to cash out at $430 knowing they would remove and anything over $100.

March 14

it was rejected due to needing to make a bitcoin deposit of $20. Which okay I was fine but needed to wait for when I had funds available.

April20

I deposit $100 in BTC and of course the deposit time times out before the first confirmation so I explain that to customer service that the funds were sent to that BTC address and having screen shots and links to the process on the blockchain. They insisted that was wrong and then finally 5 hours or later they manually credited my account.

Problem was when they were in my account they removed the $100 winnings that was already in there. The whole reason I was depositing BTC to the site to begin with. When inquired about the missing money they insisted I played it or that it never existed in the first place.

Which even according to my account statement and play history clearly showed the removal Of the funds without recrediting it.

One customer service person cause there must be 100 different names they use told me they removed it to add my deposit bonus back and to contact them when I was played through my funds.

Which I did, only to have every other customer service person tell me that I already played it. When you do catch them in their lies the chat gets disconnected.

Dear Skroughie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have placed any bets after deposited funds have been credited to your account? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it along with your game history 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

Dear Skroughie,

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.

the one customer service rep said they took the 100 winnings away to add the deposit bonus onto my 100 BTC deposit and to contact them once I was done playing the ammounts which I did and then all it was from there was claims I had already recieved the deposit…blah blah blah and would just repeat the same claims until I would catch them in their lies and game then the chat would always disconnect. New customer service agent repeat repeat repeat…

Dear Skroughie,

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Yea the complaint has be solved and the winnings were readded and able to withdraw. If wasnt without a struggle but eventually and laying out the facts over and over to support. I am assuming a higher level stat jumped into the chat and finally realize what I was presenting. I was about to cash it out through bitcoin and today After the waiting period it arrived. I felt considering how confusing my first bitcoin deposit looking on my statement I am satisfied with the result and will deposit and continue to play at the casino again in the future

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Skroughie, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru