Grand Rush Casino - プレイヤーの出金リクエストが遅れています。

So I played a slots tournament on 7/31/2025 and placed 4th which awarded me 35.00 to play with. The playthrough was 1400.00, which I fulfilled. I had made several deposits earlier this week but was concerned about withdrawing my winning via bitcoin because I don't have a bank that accepts international wire transfers. So I contacted support to see if I would be able to do that. She assured me that since I had deposited with bitcoin in the past that I would have no problem. So I made approx 170.00 dollars worth of deposits but didn't win anything.

After winning the slots tournament like I said I met the pkaythrough requirements and ended up winning 2000.00 but when I tried to cashout it would let me. I contacted support again and she told me that I needed to deposit the equivalent amount of card deposits via bitcoin in order to withdraw my winnings. So that's what I did, I deposited 200.00 but after bitcoin it was 191.00.

Once again I then tried to withdraw my money and it still wouldn't let me.

AGAIN I contacted support and he said that in order to get my money I needed to forfeit my bonus. I was like so you are telling me I have to forfeit 2000.00. He said that because the tournament was "bonus money" I could only cash out max of 100.00. Well for one I asked him to show me in the rules and regs of the TOURNAMENTS where it says there is a min max cashout PERIOD!! He then put me on hold and came back and said he talked to his supervisor and he said they would pay me 200.00. So I needed to withdraw the 200.00 via bitcoin and then he would put my 191.00 back on so I could withdraw that.

So as of yet I have not received the 200.00 which he said was processed. It shows in my account that 2000.00 is still pending.

I feel like it should be stated specifically under tournaments that there is a max cashout of 100.00. But there is literally NO RULES OR GUIDLINES FOR THESE TOURNAMENTS. They just started them. So I feel like they should have to honor my 2000.00 withdraw. Please help me.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of Grand Rush Casino, and this is what I found:

Bonus prize monies won from any of our tournaments, medals promotions, leaderboard competitions, etc. are all considered to be Free Money and are therefore subject to our maximum withdrawal limit of $100. Please note that if you should win more than this amount on any further play, your limit of withdrawal will remain at $100.

This rule means that even if the playthrough requirements were completed, the winnings from the tournament are still treated as bonus funds, with a capped cashout amount. While we agree that such an important limitation should ideally be mentioned directly in the tournament rules, it appears that the casino applies its general bonus rules in this case.

To better understand your situation and proceed with the complaint, please allow me to ask a few questions:

• Can you confirm whether you received any confirmation email regarding your $200.00 withdrawal request?
• When exactly was your withdrawal request processed?
• Have you completed full KYC verification at this casino?
• Have you contacted support again regarding the current status of your account since your last interaction? If so, what was their response?

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

Best regards

Veronika

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Thank you for your patience, and stay safe.

Ok well now it gets worse because after they gave me back the money I deposited via bitcoin I played that money and won. And I cashed out through a totally different bitcoin address 2,000.00 and today they only paid me out 100.00. That was NOT bonus money it was 191.00 bitcoin deposit.

They sent me an email with a confirmation congratulating me on my 2000.00 win. Never for the 200.00. The payout just got processed today and it was for 140.00 not 200.00. Yes I talked to them today and they said they escalated my request to the finance team.

I have been contacting them everyday regarding this and everyday I get a different reason as to why they literally stole my winnings from me.

The sad thing is I have spoke to the same people a few times. I requested to have the manager that promised me the 200.00, and he won't even call me back.

I have spoke to a lady named "Rina" on several occasions and all she has done is gaslight me every time we speak.

Just when I thought we might get somewhere yesterday when she told me that "they wanted to make this right". I asked how and she said by accepting the 125.00 dollar payout .. Oh by the way it was 125.00 dollars they paid me out via bitcoin.

I am just beside myself and they have literally had me in tears the past few days.

So their reasoning for the withdraw only being 125.00 now is because supposedly I had to many consecutive no deposit bonuses I was absolutely mind blown because I HAD NONE PRIOR TO THE WITHDRAW REQUEST as a matter of fact I had a 191.00 bitcoin DEPOSIT... I am at a loss and I am really hoping you can get somewhere with these people!!! Please help me.. that money was my rent payment and I'm freaking out. Thank you

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you bbrunette44 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Grand Rush Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 am sorry we could not be of more help on this occasion.

Best regards,

Peter