Grand Rush Casino - The player's withdrawal was canceled.

ok so yes the money I won was with a free spins bonus. I went to withdrawal my winnings and it said withdrawal complete. I then got an email confirming my withdrawal but I never received it. This was done using the bitcoin option. They told me to email a picture of my I.d. So I did. After They would ignore me when I gave them my email in the live chat. Eventually they explained to me that I violated the terms and conditions by claiming more than 1 free spins bonus. I explained to them that no I did not claim more than one bonus. I used the free spins they sent to me and I lost everything from them. I used another free spins and then I won. The one that I won is the one and only that one is what I’m claiming. I’m not combining any bonuses or free spins or winnings from any other free spins. Their terms and conditions state that a player can not claim winnings from more than one bonus. I agree to this since I am in fact not claiming anything more than the winnings I got from the one bonus that is allowed. So they sent me multiple free spins. I used multiple free spins and I lost all the winnings from all of them except for one. That’s the one I’m claiming. I demanded to speak with a manager and got refused that also. I have screenshots of most of the ordeal.

I’m not sure what I’m replying to but to add to this I had spoke with a representative on the live chat and she told me that i would have it before Christmas. Obviously Christmas came and went and nothing. Idk how this casino has a high review score but after researching this situation apparently this casino has done this to several others

Hello Joed,

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

Did you ever deposit in to the casino? Is your account fully verified? Can you access your bonus and betting history and forward it to us to nikolas.b@casino.guru? When was the last time the casino responded to you and what was it about?

Please also forward any additional evidence you have to the above mentioned e-mail address.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I would like to start off by thanking you for all the time and effort you put into resolving these matters.

To answer your questions yes I have deposited into this casino account and yes my account has been fully verified. As far as being able to log into my account, I will check right now and email all the information I can.

Dear Joed,

Thank you for the additional information. Also is there any update since then with the case? If not, we will try to get in touch with them. But from your e-mail it seems the withdrawal depends on the verification. Could you advise if you are already verified?

Nick,

To answer your last question it’s a definite YES. My account has been fully verified and I have an email from grand rush casino support stating this. I will forward you the email and hopefully this will help resolve the issue. Thank you again for all your help! Also I have not had any updates from the casino. One of the conversations I had with support I was told they didn’t see any transactions or request for withdrawal. I told them I have screenshots of it.

Thank you Joed for the confirmation. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jo333ed,

I looked at your complaint and will do my best to help you. I would like to invite Grand Rush Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Joed,

I hope you are doing well.

Thank you for contacting us at this point. Referring to our terms and conditions, back to back free bonuses are not allowed. There should always be a deposit in between of each and every free bonuses. As a result of which, any winnings generated from back to back free bonuses will be forfeited.

This is the reason why your winnings was forfeited as you have to make another deposit, and then you can take a bonus. If you win, you will be able to withdraw as per the terms and conditions of the bonus.

Thank you so much.

Regards,

Jonas

Dear Casino,

we consider this situation as unfair and we believe that your software shouldn't allow taking another bonus before making a deposit. I must inform you that you should pay the player's winnings. If you'll decide not to pay him I'll be forced to close this complaint as unresolved.

Let us know what is your final decision.

Hi Viliam,

The player claimed a 1 free bonus then made one deposit then claimed 8 free bonuses after that one deposit. Our terms and conditions are very clear on that: "A player is only permitted to claim one free bonus offer on their casino account, where no deposit is required. This includes free money offers and free spins offers. Should a player claim more than one free bonus offer (in succession without making a purchase at the specific casino in question), any winnings generated from this bonus will be null and void."

We could have considered this if more than one deposits were made. But in this case we have to stick to our t&c's which are very clear. The deposit was made back on 03/07/2021 and the free bonus on which the player cleared wagering was on 13/12/2021. Multiple free bonuses were claimed between these times.

We believe that we are acting fairly here, when any player registers an account they agree to the terms and conditions which are binding. We do make exceptions but there have been an abuse of free offers here.

Kind regards,

Lea

Dear jo333ed,

Unfortunately, Casino has refused to pay you your winnings. We believe that they shouldn't let you take a few no deposit bonuses in a row without making a deposit. Their system should block you and ask you to make a deposit. However, we are talking about no deposit bonuses, and you didn’t lose your money. It’s something what Casinos are giving to players for free.

Please check casino’s general bonus terms and conditions https://www.grandrushpokies.com/terms-and-conditions:

"A player is only permitted to claim one free bonus offer on their casino account, where no deposit is required. This includes free money offers and free spins offers. Should a player claim more than one free bonus offer (in succession without making a purchase at the specific casino in question), any winnings generated from this bonus will be null and void."

We don’t like to see those situations happen but after gathering all the necessary information I’m forced to reject your complaint as unjustified. Sorry, 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.