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

i played and won $2040. They said they would take $20 for transfer fee.

the funds were supposed to be wired to my bank.

instead of $2020AUD I received $500 AUD.

they said that I had violated their T&C’s. Would not tell me which one.

but they acted very typical for an online casino. Win a few thousand and they won’t pay it.

when I tried to discuss the matter all I got told constantly was that I had broken their T&C’s. I still don’t know which one. But bottom line is they owe me $1520 AUD

Dear Malcolm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi also there are large amounts owed to my by Roo Casino, Pokie Spins and House of Pokies.

I will send the transcripts which also have the amounts they owe me.

maybe you can chase them also please.

Dear Malcolm,

Thank you very much for forwarding all the screenshots. However, you haven’t answered any of my previous questions. Please check my first reply and try to assist.

"Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying."

Additionally, if you’d like to file complaints against other casinos, please file them separately as we deal with one issue per thread only. It is the easiest way for us to link all the relevant information to the correct matter and to collect important details and data in one place. Furthermore, each complaint might have an impact on the specific casino, hence, we don’t address multiple gambling establishments at once using one thread. Thank you very much for your understanding and cooperation. 

Additional comments from the player:

Could you please specify which exact bonus you've redeemed and played? I would like to check the terms and conditions. Thank you very much in advance.

It was the welcoming bonus.

such a welcome.

Thank you very much, Malcolm, for your reply. I have checked bonus terms and conditions, and this is what I found https://www.grandrush.com/terms-and-conditions:

"Match deposit bonus offers of 100% or less will carry, a playthrough requirement of 40X before a player can make a withdrawal. There are no maximum withdrawable limits on money won from a 100%, or less, match offer, a player is entitled to all winnings from these match bonuses."

"Match deposit bonus offers greater than 100% will carry, a playthrough requirement of 60X before a player can make a withdrawal and have a maximum withdrawable limit of 10 times the value of the deposit."

Could you please confirm that the Welcome bonus was greater than 100% and advise how much was your deposit? If you’ve received 200% Welcome bonus while depositing €50 then your bonus winnings have been capped rightfully. Looking forward to hearing from you. 

Hi. It was a welcome bonus of 350% on a $50 AUD deposit.

I did the play through as required until withdrawal was allowed.

As only of today they think and say that there was only a maximum of $500 maximum payout because of the 350% on $50 deposit. Even though it did say no maximum payout.

also the screen shot that I have shows the full withdrawal of $2044

they are just making up the rules as they go.

still not telling me what T&C I am supposed to have contravened.

it is more and more a scam.

Have you received the offer for the Welcome bonus under different terms and conditions? The explanation for your initial withdrawal being shown as the full amount and capped later would be that all the withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Consequently, from a withdrawal being submitted it proceeds to withdrawal request being confirmed, the entire game session needs to be checked and then the withdrawal is approved (possibly winnings capped). I hope my explanation makes sense.

I don’t believe you have broken any terms; your winnings have been capped based on the maximum cash out rule. 

They just keep telling me to read the T&C’s

if I didn’t break any rules what do I do?

they also say that the payout was only $500 or capped as you put it, even though I had won and withdrawn $2044 AUD.

they will not actually tell me which rule I actually contravened.

who owns Grand Rush? The same people as Roo Casino, Pokie Spins and House of Pokies?

it seems they all just manipulate their rules to decrease or eliminate my win.

ok they paid me $500 out of $2044. When I asked about the balance amount of $1544

And why it wasn’t logically returned to my account, they said that it was forfeit. $ 1500. ??

I mean seriously, $1500 just taken away.

You were advised to read terms and conditions to see and understand why your winnings have been reduced/capped. The remaining amount was cancelled not put back into your account. . I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Hi. So when you break down the 350% on a $50 deposit. That’s $175 with the $50.

during the time I was playing I got as low as around $40 to $50 balance then I won a $2000 on a three line game.

but I was losing and winning to achieve the play through requirements for quite some time. That’s like drawing teeth as I have had to do this many times before and lost the lost trying to play through so as to withdraw.

a time I get to that position with $2040 and I only get $500 of that.

so there is nothing I could have done? Even if I had kept playing for days with that money. It would have made no difference to the end payout?

I'm truly sorry, Malcolm, but there's nothing we can do for you. Unfortunately, your winnings have been reduced justly.

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.