Grand Rush Casino - Player’s withdrawal was canceled.

I am having issues getting the withdrawal. They keep reversing the payment back to my account or cause the payment to be flushed. I have deposited money using Bitcoin and debit cards. I would like to receive my money . They have no issues with taken the money so why should they be any issues when u win the money

Dear charlesfreeman011,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? How many withdrawals requests have been canceled so far?

Have you tried discussing this issue with the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

I have not had any successful withdrawals . I have done everything they have asked . They keep reversing my withdrawals. I even made a Bitcoin wallet bc they said in order to withdrawal from Bitcoin you have to make a deposit with Bitcoin so I even did that. Bc my online banking would not do wire transfer. So now they keep just reversing my withdrawals. Without any explanation. I don't understand why they accept your money so quick but don't want to payout the money when you request it. They want you to jump thru hoops and keep your money with them so you will eventually just lose it. I will see if I can screenshot the conversation with live support

I have also sent you a screenshot of the conversation with live support

Thank you very much for your reply, charlesfreeman011. Have you accumulated your winnings with or without an active bonus? Could you please advise if you have passed the verification?

Dear charlesfreeman011,

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.

Hey I'm sorry it's taken so long to get back with you but the casino is still giving me a hard time withdrawing my money and I don't understand why there Bitcoin process takes days when the other casinos they do it instantly , now there saying 4 of my withdrawals is to a Bitcoin wallet that is not even my address. I received 2 withdrawals to my Bitcoin address and now the other 4 there saying has done been processed and sent but when I asked them for the address it is different then my address and there saying it's my fault .

Could you please forward me (or post here) the latest communication between you and the casino regarding this situation?

.

Thank you for the screenshots, but I don't see anywhere mentioned that it has been sent to a different address. Could you please provide this as well?

I was told this over the phone that the money was sent to a address they gave me and it wasn't even my address to my Bitcoin wallet and then when I started asking how this information got changed they said it had to be from my end and I tried to argue with them and they just kept saying they would have to wait on finance team to give a response.. I have played at other casinos and the Bitcoin process does not take that long . I won at Cafe Casino and cashed out and I had my money within a hour . Excellent casino , and Slots.VI. But Grand rush is really starting to make me take my money else where . And it's not right that I won 40,000 dollars and only got to cash out 2500 and I still have not got that money. I will show you screen shots of everytime I tried and they would reverse it

. The one in red are the ones they are saying I have received and I have not and you can see the ones that they reversed without any explanation

Yes I have passed the verification process , I have done everything they have asked me to do . I have sent screen shots of bank statements and my bit coin wallet and they still have not gave me a response about my money. Like I said. I spoke with the bank and they said there has been no attempt with the wire transfer and they should have been a 15 digit tracing number if they had sent the wire and they still have not given me any kind of information on it. I have asked to speak with a manager and they still have not provided me with anything

Thank you very much charlesfreeman011 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi charlesfreeman011,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Grand Rush Casino to the conversation to participate in the resolution of this complaint.

I would like for them to join us so maybe they will see I am being serious about this and would like the matter to be resolved by crediting the money back to my account so I can start the withdrawal process over or just gamble it back to the casino . I just don't like the fact that it has been this long and I have not got all of the money. Thank you

We would like to ask Grand Rush 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Charles,

Hope you are doing well.

I would like to inform you that all your withdrawals were successfully paid.

We have sent you a copy of the proof of payment with the bitcoin information you inserted to withdraw.

Please check your email for more information regarding your withdrawal..

Regards,

GrandRush Casino Representative

I understand what you are saying but I know I did not put those address in the portal and I sent copies of my transactions to prove it And how is it fair for u to say its my fault when it's a completely different address. I could see if it was a few numbers off from the first one but it's not. Andif you trace the address on blockchain it seems to go back to casino. So tell me how that is. Just do what is right bc I never received that money and I believe as a good customer as I am then you should recheck everything bc I never got that money and I hate to go somewhere else and leave grand rush

Dear Grand Rush Casino team,

Is it possible that the wallet address wasn't added by the player? Can this be double-checked?

Thank you.. bc I copy and paste my address on the portal slip where you withdrawal the money and also I have the receipts there talking about and the information is wrong . The email they have down for me is wrong and the times are all the same for each withdrawal when one was done 5days before the other ones . So how is that possible and why is the merchant name marked out on the slips?? So I think you make it look like you sent the money out but it comes right back to you. Which then you use the excuse that the customer made the mistake and your not liable for it.

Hi Peter,

We have double checked from both finance team and the amount did not return back.

When a player makes a withdrawal request, after the verifications from finance team, they just accepts these payments for these to be processed, this said, there is no such process where they have to copy/paste or manually enter the information to another device to process payments. By doing this part, it avoids such mistakes where they may insert wrong information while processing anything, so it is up to the clients to put the correct information.

If by any chance, any bitcoin address and wire transfer is wrongly made, for example there is some missing informations and the withdrawal returns back, this goes back to the clients account and they are informed on where they made the mistake, so that they can insert the correct information and we process the payment as per the required time.

Apart from the client, no one can add or change the withdrawal information. The withdrawals from 14 April to 19 April were all processed via bitcoin as per the address provided and inserted in the system.

The information present in the system as well as the ones present in the proof of payment sent to the client via email are the same.

We remain at your disposal for further information Peter.

Regards,

GrandRush Casino Representative

How can you say I can't copy and paste my address in the portal bc that is what I do. I copy it to my clipboard and the paste it in the portal. So if I have to do that then why can't it be changed. Bc the addresses are not the same. I can easily prove that there different. And you do a verification process to make sure so how would I be able to send it to different addresses and the four payments that were made on 4/18 and 4/19 are not my address and I never received the money. But the payment made on the 4/14 I received the money so how is that??? And you act like you don't even acknowledge my transaction copy that I sent in . So I really would like to know . And I love how yall kept reversing my payments till I just played out my money bc I knew it would be a hassle to receive my money

Hi all,

Thank you for your replies.

Dear GrandRush Casino team,

Let me ask you a question. If the player's first wallet address had to be verified (the player had to make a deposit to be able to withdraw), was there the same verification process also with the second wallet address? Did the player make a deposit from the new Bitcoin wallet?

Hi Peter,

Our previous answer was related to our process. The verification said above, is related to the gameplay of the player to release the correct amount to the player account as per our T&C. We did not refer anything towards the player, but is just an explanation on how the process is and understood.

The player is free to use any btc wallet they wish and make the withdrawal to their bitcoin address.

The finance will release the payment as per the information they received.

We remain at your disposal for any further information.

Regards,

GrandRush Casino Representative

I would not be going thru all of this if I had gotten my money . I did not use that bitcoin address , if you look at it on the blockchain you can see the address belonged to the casino with all the payments that were sent out from it. It never went to my bitcoin address that I use for the first one. And I still remain a paying customer at grand rush..but if there was nothing wrong with that bitcoin payment then why was it took off the website and there is only two ways to deposit money now . So something went wrong for the casino to take it off the deposit page. Just refund my account and we can go on with our lives.

Hi all,

Thank you for your replies.

Dear charlesfreeman011,

If noone else can change your payment method but you, I'm afraid there is not much I can do for you. Can you show me any evidence that would suggest this: "if you look at it on the blockchain you can see the address belonged to the casino with all the payments that were sent out from it."?

Yes just you can look at it yourself just type in the address on blockchain and look at the amounts and where it all goes and soon as the money hit the address it was sent somewhere else but you can still follow it on blockchain and see where it goes. And I am not the only one that can input the address, who ever is on the casino side has to get the address and copy it and paste it somewhere bc when I was on the phone with operator at casino she told me the procedure of how it's done so why couldn't they have made a mistake and copied the wrong address and put it with my stuff. I will sendyou screenshots where they have my email wrong also

look at those and you can get the address off these and put them in blockchain and have a look for yourself and _u can see where they have marked out there merchant name and look at the email address they have for me which is not mine

Dear charlesfreeman011,

I'm not sure if the transactions can be considered as evidence that the casino just sent the BTC to its own wallet. There is no perfect match in the addresses:

The wallet’s address

32dJhZrnAZdx5FstS4MUVEj52BAnhotZS3

IN – transactions from the casino to the wallet:

1. bc1qn9937l4lp8ngc3ctwa3chjcph8zzcag3s9wzg3 (0.00067436BTC)

2. bc1qy5s5wsxy4hxfq00my5d8hpjlzjlwpvu45czn5j (0.01359BTC)

3. bc1q6tnj06ryxv2yzgygv3jrerwqj98qymgq9fh8c3

bc1qyj86arh7eur09hzrlekttjn9w9x66sfj5nzcct (0.00844BTC)

OUT – transactions from the wallet out

1. bc1q8shpg4p3jmyj7nn4697yj2g2k50jq6dgm0nvm508pm2hymrglq7qfv2zuz

bc1qejr39avdc0yj3yew6zwqtk829mvuxnys5mftm2 (0.00067436BTC)

2. 354xEsL6SUELYhRnWxCzeDK2ZAsrBHiZKd

3QXbpgz8vk7VoD5YEyWD5cVDYU1KHdxDuc (0.01359BTC)

3. 36j6MwRKPfpPHVabGeXLCjU1rHdFVdzwXK

3K2eBYkytTL86LrRNPAWwX7VxreRD6fvzd (0.00844BTC)

Dear GrandRush Casino team,

Could you please provide the player's log and the exact time when the change of the wallet address took place?

Ok so it goes to show that I did not receive the payments and now I am getting scammed out of my money by the merchants they use when you add money with a visa card . They use these drop sites that they make up and use saying that is who took your payment .the whole grand rush casino is a scam to me . And I would like my payments on the money I won or I'm going to make sure the site is shut down for good

We would like to ask GrandRush 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi charlesfreeman011,

I chatted with a casino rep by Skype, the person in charge of complaints is ill, someone should be replying ASAP.

I don't understand why I can't get the money I have won..there is no reason for me to be lying or trying to get over on the casino bc if that is the case why would I keep depositing money and playing at there casino. I just want the right thing to be done. If someone pays to play at your casino everyday like I do..I can show you all my transactions and if I win and want to cash out then there should be no problem with getting my money. For one there is no issues when it comes to depositing the money into the casino so why is it so hard to withdraw your money...this NEEDS TO BE CHANGED..

Dear charlesfreeman011,

Unfortunately, it seems that the casino stopped responding entirely. The problem is that the casino has no valid license and doesn't refer to any ADR service, so there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter