Grand Rush Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

I won 1k , I don't use bonus codes and they verified over the phone with support as well as verification on the site. About 2 days after I put in for the withdraw , I was going to deposit and play but my account had been locked, I called support, they unlocked me and said everything was fine. I was told Monday the payment would be released ( this was on Friday) , not to mention all of my deposits are Bitcoin which is supposed to be faster. Late Monday now , and since I haven't heard from them I called support to check what the status was and they said they declined my state issued government ID which they already approved twice prior. They said to walk up to a police officer and have him sign a picture of my ID lol, is this a joke? That's not how America works. I have since sent a picture of me holding my ID again, front and back of my ID , my birth certificate, my social security card, and screenshots of my account saying I am fully verified. What can I do here?

Dear noahanderson1982,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Hi Kristina and thank you for your help as well as concern. I sent all documents and phone and email verification on or before the first of March. I was told over the phone by their customer service rep that I was verified and also my account on the site has all the verifications passed and turned green. I have since sent more photos of myself and my government ID, my birth certificate, my social security card....was also told on Friday that my payment was to be released yesterday but as the day progressed and I heard nothing I called customer service, who had no intention of contacting me , and she said they want me to have a police officer sign my ID???? That's insane, I asked what the problem was and she said they did not want to accept my id after it was accepted previously. It is valid and I sent them the front , back, all visible, as well as a selfie holding my ID. She then began to blow me off saying there is nothing left to help me with, she became very short and pretty much told me oh well. I asked her, "so pretty much your just robbing me?" Again , all she could say was she can't help me. I then became frustrated and contacted you with hopes of finding a fair solution. Thank you

I resent my ID again today for verification, then went to check on it to ask if any progress.. . Here is that conversation

Thank you very much, noahanderson1982, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello noahanderson1982,

I'm Michal and I have taken over your complaint. I have reviewed this case and I must empathize with you that it is a bit strange that the casino has verified/accepted your driving license before and now of a sudden is not good anymore. I will contact the casino to shed more light on this matter.

We would like to invite Grand Rush Casino to join the conversation.

Dear Grand Rush Casino,

Can you please provide more information about why you decided the player's driving license is not acceptable anymore? What makes you think the player's driving license is fake?

Thank you Michal, I appreciate the help and hope for good outcome.

Hello Noah,

Thank you so much for reverting back.

We have checked your account, the fact that the first ID picture you have provided was seemed to be Fraudulent as there was a part missing on the ID, your account was locked and reviewed by the risk and Fraud department. The second ID picture was correct, and it is now being reviewed by our finance department and they will revert back soon. Sorry for the inconvenience.

The amount was added back to your account, you can go ahead and withdraw.

Thanks for your patience.

Besr regards,

Grand Rush Casino Support

Thank you for the response, Grand Rush Casino team.

Dear noahanderson1982,

What I understand from the response from Grand Rush Casino is that your verification was successful and you should be good to go to request a withdrawal, please let me know once you do so or even better when you successfully receive your withdrawal. I will then mark your complaint as resolved.

Dear noahanderson1982,

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

Awesome , I will go there and do that now and let you know how it goes. Thank you

Thank you for your reply, noahanderson1982.

Please let us know how it goes, ideally when you have successfully received the funds.

Dear noahanderson1982,

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

I received my money finally, it was well over due, tok a long time , but better late than never. Thank you so much for all your help!!! 🙏🏼

Great news, noahanderson1982. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal