Grand Rush Casino - Player’s withdrawal is significantly limited.

I Satisfied the wager requirement on a free bonus which was all within their Terms & Conditions. And I requested it withdrawal. And about 5 days later, I went back to check on the status to find out. It had been reversed and live chat. Told me I still had $3. Or so to wager which was incorrect? But since it was such a small amount, I went and did it anyways and then tried to request it withdrawal but noticed the wager requirement. Add reset and only calculated the $3. So I went back to live chat. And just kept getting telling me to keep wavering. And then I got a manager to get on there and he told me.

2 two, just go wager the $3 again. And then he made a deal with me, And is de clearly says that for my inconvenience and arbitrary wagering requirements. He would not only cash me out. The whole $160 that I had at that time. Even if I went below to satisfy the arbitrary wager requirement. But he also went on to say that he would award me. Any winnings accrued through the unnecessary wager requirement play and so I did the wager requirement again and came back. But he was nowhere to be found. And everyone at that whole d*** casino told me to just go keep wagering because their systems showed that I had not Miss A wager requirement yet. But I mean, I got to depend on paper out and add it all up the first time. So they were wrong, and their manager Simon realized that, and he clearly states it, and he even says that he'd check with his finance department and everything. Which I'll send you the screenshots. But in any event, the manager was gone. So they made me wager the entire play through again. Which was several $100 hundreds of dollars and I ran the risk of losing everything but I didn't period period I ended up with $313 and some change.

Anddd They only cash me out a 100 dothers. And I'm very upset because I spend a lot of time on their live chat. Messing with them about this and even more frustrated. That looking back on it? I could have just said too bad so. Like I said, I don't really understand what kind of a ground. They have to stand on because it's also clearly visible. And I have probably 70 or 80 screenshots of messages from various managers and employees. It's that I won't send right now. But I mean, they all say the same thing. And that is that Simon was the boss. And everybody's gonna do it, he says. And not only did they not cash me out immediately. Like you promised, but they only gave me the one hundred dollars

Dear ringmaker473,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Grand Rush Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if you already cashed out the USD 100 from the casino?

Have you confronted the casino with the promise you received from one of the casino representatives? What was the casino's response?

If there is any other relevant communication with the casino, kindly post it here or alternatively send it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, the casino cashed me out a $100. I was Kicking and fighting the whole way as well, tbecause.

It was just counter intuitive to think that that the manager Simon Would

Make

A crystal clear agreement with me

And Then follow through on absolutely none of it If this were not a common practice with all employees of the casino.

So what I'm getting at is after Simon ghosted me

It wasn't hard to believe it all that no one. Out of the at least 10 people, I spoke 2 Knew anything other than To tell me to just keep wagering.

But that didn't stop my efforts

And I'll be happy to show you and send you all the screenshots. And I must apologize in advance because there are several of them and furthermore I think I was Very deliberate and detailed with my Questioning And the answers I Would accept as to where. There really can't be much room for Any other interpretation. I mean, even though it's just a little bit of money, the entire situation just seems surreal to me because it is all right there in black & white, and it is not vague at all. It'solid de structure to the deal has rigidity. As we went over our little own Terms & Conditions as you can clearly see. But even after sending screenshots to their support and almost begging customer service to just listen to what I was saying, It never failed that they would just arbitearly defy all logic and reason. And just tell me to keep wagerand at 1 point I was even accusing the person of not knowing how to read English. Because for the life of me, I just don't understand how somebody care argue with what I was saying and I know I'm going on and on about this but I guess in conclusit was not anything that I even did. It was something that their manager did. And I just went along with whatever he told me.wnnswttngwggIheeedngdtIegptd

Hey, what is your email address? Thomas because I have a plethora of

Relevant and exculpatory screenshots o would like to send u and it will lay the entire chain of events out

Thanks for your reply.

Please send me any additional communication or screenshots regarding the situation so we may have a complete picture of the situation.

My email is tomas@casino.guru

Dear ringmaker473,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, ringmaker473, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 ringmaker473,

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,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ringmaker473,

I'm currently trying to get in touch with the casino's representatives internally, so I will extend the timer by another 7 days to see what can be achieved.

Thank you for your patience.

Kind regards,

Tomas

Hello Tomas,

I was able to check with the team and review the chats. The player did not complete the play requirement on the winnings and the system considered the bonus as lost. Hence, when the audit was done they added the 2.98 for player to complete the play requirement. 

When doing the chat audits to find out if someone did promise all winnings, we found out that the customer service representative Simon offered to add the bonus amounting to the winnings (without completing wagering requirement) requested. The player played and won with a free bonus, hence our maximum cash out of $100 applies. We have paid $100 winnings as per the t&c's.

Please let me know if you need any additional info.

Thanks.

Lea

Thank you for the information, Grand Rush Casino.

Dear ringmaker473,

Can you please confirm receipt of the payment so we can consider the case resolved?

Kind regards,

Tomas

I was promised to be able to keep all winnings even if they exceeded your 100$ for the casinos violation of their own terms and conditions. The wager requirement set forth in the terms and conditions of 50× was not honored and Simon recognized that. Your system reset after I attempted to cash out 2.98 $ early and the playthrough balance went back to 0. I was told on multiple occasions by CS to just wager the 2.98 but the results remained the same so they got Simon( the manager) involved and through playback history was Able to see that I was being subjected to unfair practices and for that reason he used his authority (also set forth in the t&c) to resolve the situation in its totality. He clearly promises to let me keep all winnings even if they exceeded the hundred. The casino paid me 100 dollars but that was never in dispute. I explained that very clearly.

Dear ringmaker473,

Regrettably, after reviewing all the information, we must reject your complaint. We understand that you may have been misled by the casino's live chat agent Simon, but you also communicated with other agents about the issue, and none of them promised you would receive your full winnings. Unfortunately, these situations happen, and in such cases, you are required to follow the casino's bonus terms and conditions (T&Cs), not the promises made by live chat agents, who may sometimes make mistakes. In this case, you played with a no deposit bonus that had a maximum cashout limit, which was applied to your winnings. The casino acted correctly and in accordance with its T&Cs.

Sorry that we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Best regards,

Tomas