Grand Rush Casino - Player's winnings have been capped.

I rarely use bonus because I like to keep my winnings and not have to worry about wager anyway I had a winning of 2600 and one of 2700 and they are trying to say I to s only 100 max cash out either way even if it was in can still use that$100 to play with cuz it's mine cuz I earned it because I already forfeit the bonus and at least move the hundred therefore I get to play with that 100 and then whatever winnings I get is my winnings but besides all that it was two withdrawals that I did everything was fine I only got one payment of $80 and that is it out of $5,300 $80 was sent to me I've never had this problem with lucky Creek casino I thought that this one was just like it lucky Creek casino very fair this is b******* honestly this is b******* especially when you put a lot of money into it I'm so upset with myself and bad customer service way bad anyways it was too withdrawals and yes I did use one bonus because it was my loyalty points of $10 my loyalty points which is no Max cash out anyway that was one winning and then I have another winning so why am I only getting one payment of $80

Dear Analise,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify which bonus you used to accumulate your winnings? Please, post here a link to the bonus if possible.

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina thanks for taking the time to help me on this messed up situation .

Anyway I emailed you a few hours ago with some info that I hope will be useful well thank u and good to hear from you soon

Thank you for your reply and email, Analise. Unfortunately, I still don't understand whether or not you accumulated all your winnings with this loyalty bonus. Could you please give me a clear answer?

I had 10 dollars in loyalty points and it's a no max cash out I won 3300 dollars cashed out 3100 left 100 to play with them hit another 3000 so I have 2 withdrawals one at 3100 and the other at 3000 I reverse withdraw a Lil bit so my balance for the withdrawal ended up being 2600 for one and 2700 for the other plus prior to ask this I made deposits and after this is seriously so scandalous how they did this I have no problem with going u my log in info so u can go to the statements and see for yourself would u like my log in info?

And the girl didn't know what she was talking about she told me I won off of free spins and she was wrong u can see it in my statement

It said everything approved and money was on its way to me and I get 80 freaking dollars out of 2600 so if that's the case then where's my other about of 2700 are they gonna give me something for that winning to?

this is what the free bonus screen looks like for free spins , now this one is a 100 max bonus cash out no matter what I win I only get 100 when fulfilling the bonus and wager requirements are met them that 100 goes to my account balance and is mine too do whatever I can withdrawal or keep playing to try and won again but see my screen from grand rush loyalty points what slightly different it has a no max cash out screen so the deducted the free 10 dollars and left me with the 3200 that I am won so I left 100 in there and the next morning I hit another 3000 and withdrawal again so I had 2 withdrawals so then I reverse withdrawal a Lil and left me with one withdrawal at 2600 and the other with 2700 I kept in contact with them varified everything and even made many many more deposits at least a couple thousand in deposits just waiting for my winnings and I'm thinking it's ok imma get that right back so I'm waiting waiting and waiting then all of a sudden I see one deposit for 80 dollars then I go back and look into my history to see my winnings from last year from lucky Creek casino and they did not pull this bull shit they were so freaking fair and more the only reason I went to grand rush is cause it was the same exact type of casino as lucky creek everything looks almost the same just different theme in background

And ps. The screen shot is not from grand rush but that bonus page is identical so just an example of how it looks

Could you please clarify why you believe that the loyalty bonus didn't have a maximum cashout limit? I checked the T&Cs and I found these important points:

"Players who have previously made deposits and have won using a free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of $100 applies.

All loyalty point bonuses that have been redeemed will carry a maximum withdrawal of $100 once wagering requirements have been met.

For winnings accrued while playing with free bonus money, free spins, or loyalty points, the casino will pay the maximum amount allowed as stated above for free money and loyalty point wins. Players are advised to withdraw the maximum amount available from their winnings in full as casino cashiers will forfeit the balance of any such wins once a withdrawal has been made.

Should a player proceed to wager the balance of their free money or loyalty point winnings even after a withdrawal has been made, all further wins, loyalty points accumulated and gifts purchased using these winnings will be considered null and void."

Would you be so kind as to forward me your game history (preferably in PDF or excel sheet) from the point you started playing with the loyalty point bonus? My email address is kristina.s@casino.guru. Thank you in advance.

I emailed u a download of my statement and my playback

Please note I cannot use these links since you are (and always should be) the only one who has access to your account. Please, forward everything manually.

Dear anastattoos,

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.

I replied back through email so please check it ...... And let me know if you got it please

Thank you very much anastattoos 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.

Thank you very much

Hello anastattoos!

From now on, I will take care of your complaint. In order to proceed I'd like to invite representatives of Grand Rush Casino into this complain to help us with resolving the situation.

Sounds great, thank u

Hello Analise,

I hope you are doing well.

I can see that the rest of your winnings was forfeited as you won from a bonus, and there's always a max cash out from bonuses. You was basically entitled to get $100 from the bonus and the rest of the winnings has been forfeited.

You might also want to refer to our Terms & Conditions for more info and it is mentioned there as well.

Thank you for contacting us.

Regards,

Grand Rush Support

Then maybe that should of been mentioned in the emails back n forth and shows on my statement how much I am withdrawing from both withdrawals and I get 80 dollars when I put in alot of money in before and after this is seriously ridiculous

Bad customer service

So it says in the terms and conditions that using a free bonus is 100 max cash out if there was no deposit made but I deposited a a couple thousand before and after bonus was used and for the second withdrawal I had already made a deposit before withdrawaling there second time of 2700 this is just really ridiculous I deserve those winnings I won them and put allot of money before and after to end up with 80 dollars versus withdrawal of 2600 and a second for 2700 I mean at least give pay me the 2700 cause that withdrawal was the next day

Dear Grand Rush Support,

Thank you for your response, could you please provide us with any kind of evidence where we'd be able to see clearly the sequence of the events? You can do so by sending it to my email: martin.d@casino.guru.

Looking forward for your answer.

I emailed you and I hope what I sent will be better for viewing

I was just wondering if you received my email 6 days ago with the the info that you asked for

Dear anastattoos,

I have received your email with all the attachments. Thank you very much for providing me with all the information. I would like to ask you, are you able to send me game history? The list of all your bets?

Unfortunately, I was not able to receive any response or evidence from the casino up to this point.

Looking forward hearing from you.

Yes let me do that

Wow

Sorry I just read your whole message and that's not very professional and to be honest some associates are very nice but the ok ne that I was chatting with was very rude and she had the everything all wrong about what even type of promotion I had and it shows on the list that I sent you on what promotion I did have she told me free spins and yeah I know I already said this once before but it was just it really frustrates me because this is the first time this has ever happened and it's really not fair so yes I will get back to you with the game history probably like a couple within a couple hours I got priorities right now like big ones got to go get my son from the bus soI'll chat with you in a bit

Ok I just email u the game history from Feb first of this year till today's date I in how that will be enough and my apologies if I sent you to much of my game history

Hello Analise,

Thank you for reaching out to us.

I can see that you claimed your loyalty points, and the max cash out from Loyalty points is always $100. Basicaslly $2601 was forfeited from the winnings of the Loyalty points as the max cash out is only $100 from every free bonus. Please have a look at our terms and conditions. The max cash out for every free bouses is always $100.

If you wish to, when selecting a bonus, you can always check with our live agents about the terms and conditions of the bonus.

Thank you so much.

Regards,

Grand Rush Support

I did read it and it also said that it's 100 max cash out ( with no deposit) and I earned 23 golden tickets each ticket (at the price of 70$ per ticket) before and after that bonus and once again I had 2 withdrawals one for 2600 and another for 2700 as I mentioned in many other messages and I say that because u only mentioned the 2600 also the pain I stopped with from the casino didn't even know what bonus I had so this is really ridiculous I am very upset about this

Sorry about the typo, Last part of message revised

also the *person I spoke* with from the casino didn't even know what bonus I had so this is really ridiculous I am very upset about this

Hello anastattoos!

Thank you for providing us with all the information. I have reviewed all of the documentation from you. In order to proceed with resolving this complaint I have contacted the representatives of the casino once again.

Ok thank u very much I really appreciate you and your help

Wow still no response from grand rush huh!!??

I messaged grand rush myself and kept getting disconnected and finally I got someone with good customer service skills she asked me to send my bank statement so that I get my rightful winning amount and they can adjust it and then We got disconnected then I got through again and was trying to figure out fully what she had meant but spoke to someone else instead cause she was on break so I asked please have someone contact the casino guru they are waiting for response thank you .........

So idk what the heck is going on they are kinda all over the place it seems

Hello anastattoos!

From the game history and payment history you have provided us with, we can conclude that at least one of your big wins in excess of $3000 happened before you have received the loyalty bonus.

Since we haven’t received any response from the casino for our messages and questions despite our continuous efforts, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.