Grand Rush Casino - Player’s winnings were confiscated.

I received a $100 No Deposit Bonus. which I played through. By the time I completed my play through, I had accumulated about $1000. Before I processed the withdrawal, the Bonus $100 was deducted, which was correct. I cashed out $500 and then another $300. The balance, I played with until it was gone. A couple days later on 4/15/21, it showed that the $300 was processed and completed. for some reason it also said forfeited. While I was waiting for the agent to chat, I reversed the $500 withdraw and lost the $500. When I finally spoke to the agent, I was told the $300 withdraw was forfeited and that I would not be able to get the $300.

Don't play at this casino, there is no such thing as fairplay.

As a side note, I did deposit over $150 to this casino on 4/15/21, and lost that funds. Lesson learned.

This is a SCAM Casino. BEWARE!

Dear Gene,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? Please, post here a link here, I would like to check the bonus T&Cs. Do I understand correctly that none of your winnings have been paid?

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

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina,

I don’t have a link to the $100 bonus I received, but there is a play through counter in the cashier section under bonus, which allowed me to see how much I played through so that I met the bonus criteria.

The Casio system would not let you cash out until the play through was met. Even after I met the criteria, the system removed the $100 bonus first. Then I was able to process 2 withdraws in 4/12/21, $500 and $300. On 4/15/21, $300 said forfeited when I went back to look at the account history and then later it said completed on 4/15/22. Also, On 4/15/21 I deposited $168 by Bitcoin to fulfill the t&c which the chat agent said I needed to do in order to cash out the $300. By that time, I had already reversed the $500 and lost it.

You are correct, I have not received any winnings.

Did the support agent specify the reason for confiscating $300? Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Hi Kristina,

Capped on what? I didn't receive any of the $300 winnings. Even after I deposited $168 and lost it in the casino. I have not received any funds at all.

So I am a little confused as to what my winnings were supposed to be capped at? $0? So, even if you do win at the casino, you don't get your winnings? LOL

I understand that there may be a maximum cash out amounts, but I didn't receive any of the winnings at all, and no one there seems to be able to give me a straight answer. Their only response in the agent chat is to send an email to support@grandrush.com, which I have done for the last 3 weeks, and I have had no responses from anyone. Seems like poor customer service and just bad business. Especially over $300? Doesn't seem right.

I am even more confused as to the responses from the agent, as my statement history shows exactly what happened and when, even the wins, withdrawal requests, reversal of a $500 withdraw, and the $168 deposit.

I will definitely not be playing at their casino and will post my experience with this casino to all sites that review these casinos. This is very frustrating and unfair.

Thanks again for your assistance.

Gene

Thank you very much Gene for your pointing this out, I fixed my mistake in the title and summary. I will now transfer your complaint to my colleague Jozef 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 Gene.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you Jozef!

Hi Gene,

I hope you are well.

I am really sorry about this. Let me investigate what happened and I will get back to you as soon as possible.

Your feedback matters to us and I'd like to thank you for pointing this out.

I will reach out as soon as I have answers on this.

Thank you.

Kind regards,

Lea

Thank you for your explanation. Regardless of your explanation, $400 out of the $500 should have also been forfeited immediately to show only $100 for withdraw, which did not happen. So your explanation doesn’t work.

the system allowed me to reverse the whole $500 and play it.

I am still not satisfied with this explanation as the is not right.

what are you going to do to resolve this?

Dear Grand Rush Casino team.

Thank you for your cooperation in this case.

Dear Gene.

After a deep evaluation of your case, we have come to the conclusion.

Unfortunately, we believe the casino process was fully justified because you have clearly lost your initial withdrawal (which should have been limited to maximal cashout). The best solution in your case would be to ask the withdrawal for the total amount and wait till it will be processed (cashout would be automatically deducted) but, since you asked for withdrawal only for the part of the amount, the rest was without value, therefore even the winnings from it had no value.

I am very sorry Gene, but I am forced to reject your case. If you have any questions, please, do not hesitate to contact me.

Best regards, Jozef

jozef.k@casino.guru