Grand Rush Casino - Player's winnings were voided.

I received a sign on free chip of $40 and the play through was 50x. I had completed it and cashed out my $100 max cash out. I then sent in the request verification information. $ days later I was approved for the verification. I deposited $15 with bitcoin for the withdraw and I then checked my account. I seen the withdraw was reversed and my $15 deposit had a bonus attached to it. I then contacted the support team and they said that I needed to send in $35 to make the $50 deposit for the withdraw. I read the terms and conditions and it was 50% of my free chip. Which would have been $20. They then said I forfeited the game which I never did cause I wouldn't. At that time they said that they were wrong I never forfeited it was cause I didn't finish the play through. I stated that I had cause I cashed out and had checked and the bonus said completed. We went back and forth for over an hour. I said that I wanted to get the new bonus off my account that I didn't authorize it. They said faience put it on there cause that was the remaining amount of play through I needed to completed the first bonus. I said that I want to with draw my $15 and they said with an active bonus that the system wont allow it. I asked then how did I cash out from the first bonus if it was incomplete. I asked to speak to faience and they told me that faience has no contact with players I have to go through customer support. So I decided to play the new bonus and I won. I then looked at my transactions after talking to the team again to verify I completed it. My transactions said I forfeited the new bonus. I saved the transcripts of my communications with them and I also recorded our conversations. This is a complete scam and I want people to know what they are doing, If I would of sent more money like they wanted at first I believe that they still would have said that I never completed it. Also on the transaction report it says I lost for the first bonus not that it was incomplete. Please help me. I have no way of contacting any one but the same people over and over.

Dear jessicasag82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I reviewed the casino terms and conditions and I believe I found the rule you are referencing:

8. BONUS TERMS & CONDITIONS - GENERAL

Free Bonus Money or Free Spins (No Deposit Required) bonuses carry a playthrough requirement of 50X unless indicated differently on the promotional material you received before a player can make a withdrawal. Prior to any withdrawal being allowed on the first claim of a free player bonus or free spins, a player must have made a deposit that is at least equal to 50% of the free bonus value. I.e.: If you claim $250 Free, have met stipulated playthrough requirements and have money to withdraw, you must make a deposit of at least $125 before the withdrawal will be processed.

Could you please advise if the casino explained to you how much remained of the wagering requirement for bonuses you played after the casino indicated the wagering of the bonus wasn't complete?

Thank you in advance for your reply.

Best regards,

Tomas

Yes, they said the amount was $933. They put a new bonus on my account in that amount. But in the transactions statement it stated I lost. But they reversed the deposit. The new bonus was only added when I put $15 on the account. They had said about 5 different reasons why I was not getting my winnings. In the end I asked them how was I able to cash out if I lost or did not complete the bonus. They just kept repeating that it was the fiance team and that I was to go through them with any questions. The fiance department has no contact with players

This is a screen shot of my statement. They only corrected it to complete after I had called again.

This is the conversation right after the 2nd bonus I completed. I verified before I even withdrew. Then later I had looked and that when it showed forfeit.

This shows me asking for fiance email

Hi I know this is a lot but I find what they are doing is completely wrong. I feel if they have gotten $15 from me then how many more have they done this to. Imagine 2000 people at $15 or more. That's thousands of dollars they are scamming people out of. Please help me make this right. This conversation below was just today. They are trying to have me send $35 more and they actually give you a copy of what terms say and they are wrong. They say it's the fiance department but yet you can't speak to them. It has to be transferred through customer support. Please help stop these people. It's the right thing to do. Not for me but for all of the people they have already ripped off and the others that they are trying too. Thank you.

They filed are to big to send at once sorry

No problem, jessicasag82, thanks for the additional information.

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jessicasag82,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Grand Rush Casino to join the conversation and participate in the resolution of this complaint.

Dear Grand Rush Casino,

Can you please provide some clarification regarding the player's withdrawal, and why a deposit of $35 is required?

Kind regards,

Adam

Dear jessicasag82,

There has been no further response from the casino, I will contact them once more.

We would like to ask Grand Rush Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hi jessicasag82,

Thank you for reaching out.

I'm really sorry about the misunderstandings. When you claim a free bonus, in order to cash out you need to deposit 50% of the bonus value. In your case you claimed a $40 free bonus hence you needed to deposit only $20.

As for the wagering not met, because we review and process all withdrawals manually, you were able to cash out without completing the wagering. You wagered only $1,100 instead of $2,000 as such finance added $18 as bonus to your account so that you can complete the $900 wagering pending. This new bonus doesn't in any way supersede your previous bonus hence the $20 minimum deposit still applies.

However, due to the inconvenience and confusion caused around the deposit amount required, our team have spoken with finance and we will process the withdrawal without you having to making up for the $5 deposit missing to make up the $20 deposit.

Our team have reached out to you via email asking you to request the $100 withdrawal and we will process the same.

We apologies for the inconvenience caused and I hope that this isolated incident will not cause prejudice for you on our brand.

Thank you for your patience.

Kind regards,

Lea

Thank you for your response, Grand Rush Casino.

Dear jessicasag82,

Can you please advise if you have been able to make the withdrawal as mentioned by the casino? Please let us know if the matter has now been resolved.

Kind regards,

Adam

I have put it in but the have still not deposited yet. I did it on Friday so I'm going to contact them today. I will keep you up to date. Thank you. I just spoke with them. They said it is processing but 3 to 5 days. So by wednesday.

Hello jessicasag82,

Thanks for the update, we will wait to hear further from you.

Kind regards,

Adam

We recieved the money today. Thank you for all you help again.

Dear jessicasag82,

I'm glad to hear that your issue has been resolved successfully and your payment has been received. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Adam