Grand Rush Casino - The player's deposit was not credited.

I made a Bitcoin deposit and it maverick showed up in my account. When I chat with help, they tell me they need a ‘from address’. There is no concept of a ‘from address’ when sending Bitcoin. This isn’t the first time they have not credited account. It will be the last time.

Hello robsavona,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Grand Rush Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you process the withdrawal? Were the previous uncredited deposits ever added to your account? Could you please send us a proof of payment to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hello robsavona,

Can you please forward your transaction history from the casino too? Please send it to nikolas.b@casino.guru.

Regards,

Nick

I hope this is sufficient.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Dear robsavona,

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

I don’t know what else to say about this case. The payment was delivered - they received it but they say they didn’t. I can’t go to the provider because it was BitCoin.

I’ll never deposit to Grand Rush again.

Thank you robsavona for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello robsavona,

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 further information regarding the player's missing deposit? Are you able to confirm that the address provided by the player is correct?

Kind regards,

Adam

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’.

Dear robsavona,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing 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 may help to change the casino's approach.

I wish I could have been of more help.

Best regards,

Adam