Grand Rush Casino - プレイヤーのデポジットは入金されませんでした。

I used my Cash App cryptocurrency wallet to make a deposit on Friday May 20th,2022. I purchased $45.00 USD worth in Bitcoin and used that to make the deposit with Grand Rush. my user name for them is Awesomehj80 and email I used was hjyoung34@live.com I waited for the confirmation and once it was confirmed proceed to log back into my account with the casino. My account balance was still at $0.00. Then I contacted live support to get information on how long it would take for it to be credited. At first I kept getting disconnected with live chat. I believe it was the 4th operator that told me there was no deposit made to my account. No further information than that. The. I was instructed to send proof of purchase and deposit made via email at support@grandrush.com So I took screenshots of the Bitcoin purchase and where it was shown completed and withdrawn by the address the casino provided to make a deposit. Also showing my Bitcoin address or where the deposit was sent from. After a few more operators I was finally told the matter had to be escalated to the financial department and to check back it 24 to 48 hours not including the weekend. So I check back today May the 23rd at around 430 pm. I talked with an operator who asked me to hold on then was disconnected and the second one said there was no deposit made to my account and that the financial team was unable to credit anything to my account. Then she said to contact my bank or Bitcoin statement when I asked for more information on the deposit. I said ok and then asked to deactivate my account. She then tried to get me to make another deposit and offered me exclusive bonuses if I would. I politely declined and then was offered free spins which I also politely declined. I asked again for my account to be deactivated which was eventually done. I am unable to upload documents on next step.... I tried multiple times. I have screenshots of live chat and of my bitcoin deposit and the completed web reciept

Hello awesomehj80,

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.

Was this your first ever deposit into the casino? Since when are you registered there? When was the last time you spoke with the casino and what did they respond? Is your account permanently blocked or temporary only?

Looking forward to your answer.

Regards,

Nick

Yes my first deposit. I joined Apr 14, 2022 to see what their site was like bit decide not to go with them that day and played on other sites. I spoke last with them the day I made the complaint and I don't think I'm permanently blocked but unsure. I was the one to ask to be deactivated. It was done for me. They responded at first by escalating the issue to the financial department and I was repeatedly cut of by Operators. Then was told to check back in 24 to 48 hrs not including weekends. When I did check back in I was told that there was no deposit made to my account. I responded by saying that I sent all the screenshots and documents they asked for and then was told to contact my back. I used cryptocurrency. Which I told them and then was told again they received no deposit. I said ok and the. Asked for my account to be deactivated. Then the operator tried to offer me bonus which I thought would be no deposit but was then told I would need to make another deposit. I said I would not be making anymore deposit s and then Asked again that account be deactivated. Then I was offered free spins and I declined. Then she agreed to deactivate my account. I logged out and haven't been back to that casino since then. I do have screenshots of the chats and my Bitcoin deposit. I just was having trouble uploading to the complaint site

Hello awesomehj80,

If you do not want to upload them here, please forward it to nikolas.b@casino.guru for further investigation.

Regards,

Nick

Ok I will forward them to the email address provided

Hello awesomehj80,

Thank you for all the e-mails and information. Could you please also add the crypto addresses of both your and the receiver's?

Ok

I can email them too if needed but I think it's letting me upload now

Thank you awesomehj80 for all the information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello awesomehj80,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Hello All,

Player's account was credited with the deposit we received.

We would advise to reach out to support for further assistance.

Apologies for any inconvenience caused but thank you for your patience on this matter.

Kind Regards,

Oliver

Grand Rush

Hi awesomehj80,

please, could you confirm the casino statement? Is your issue resolved?

No it is not resolved. I'm locked out of the account. Says it is under review.

I was able to get their live chat to unlock my account and there were funds deposited to my account but it was only some of the what was supposed to be deposited. It is better then no deposit at all so thank you for your help.

Dear Grand Rush Casino team.

Thank you for your cooperation. Please, could you explain the situation?

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’.

Since we haven’t received further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear awesomehj80,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator with a questionable reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint at the request of Grand Rush Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear awesomehj80,

we received a reopen request from the casino team, see their explanation below. Do you consider it satisfactory, or do you require assistance?

Hi,

There was an amount of $29.41 which was credited and as per finance we had requested for the Transaction ID / Hash ID from the player but she did not reply to the email till date.

Also, they player's account was closed as per her request on 23/05 and re-opened on 02/07 as per her request itself

Please let me know how I can assist further.

Thank you.

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.