REŠENO: Grand Rush - Nema problema sa plaćanjem

I requested a withdrawal for $400 dollars and did not receive it, was giving a different excuse everytime I tried to chat with an operator. Until a supervisor barged into chat and basically manipulated the situation, however he did assure me I would be paid by Friday, this was Monday. Long story short, 400 was added back to my account and was forced to replay another playthrough for it. In which of course I fulfilled that requirement only yo be left with 16. In which I played it to zero. I demand my money that I won fair and square.

Disputed amount: 400$

Kazino: Grand Rush

Case #: 2886

Hi Rguaj810,

We appreciate you sharing the details of your experience. Could you please provide any screenshots or chats you have with the support team? This will help us better understand what happened and how we can assist you in resolving this issue.

We can reach out to the casino to clarify why this happened and whether there is any way to recover the funds.

Thank you

I do not have screenshots of chat. But I do know they are lying about what really happened,  because it's a different excuse when a diferent operator takes my call, I do have emails with a different excuse I will forward to you. 

Hi Rguaj810,

Due to security reasons, we needed to delete the screenshots that you posted but we reviewed them.

Could you please forward us those emails via private message so we can review them with the previous screenshots?

Thank you

Hi Rguaj810,

Any update on your case? Do you still need our assistance?

Apologies,  for delay. What email can I forward the emails regards to this case.

I took screenshot of emails, hope ur able to view them.

Hi Rguaj810,

Thank you for providing these emails. After reviewing all the information you sent, it is evident that the wagering requirements were not met at the time of the initial withdrawal request. As a result, the withdrawal was returned for the playthrough to be completed. Unfortunately, based on this, the case is clear.

Nonetheless, we have reached out to the representative once again, requesting a review of your case and asking them to provide us with supporting evidence.

Thank you for your understanding.

Hi Rguaj810,

We received an answer from the casino rep regarding your case:

The player submitted a request for a $400 withdrawal on 03/02/2025. As outlined in our terms and conditions, we have a 48-hour pending period during which our finance team reviews all payout requests.

Upon review on 05/02/2025, our finance team observed that the player had not completed the required 60x wagering on the free bonus. As a result, the $400 withdrawal was reversed and returned to the player's casino account, allowing them the opportunity to fulfill the wagering requirements.

Unfortunately, the player proceeded to play down the balance to zero on 05/02/2025.
 

Hi Rguaj810,

Since we have an answer from the rep and the case is clear, we mark this complaint as RESOLVED.

I want to see the supporting evidence in regards to the play through requirements.  Because there is a balance that can be checked on the bonus section and it gives you a playthrough amount. The amount being played with stays in the bonus section until playthrough is met, in which it will be moved to cash balance upon completion of playthrough, then able to be withdrawn. And they are not mention what the initial amount that what requested to be withdrawn. All the facts are not being stated on their part. They are evidently makings excuses not to payup. Returning the $400 in which a playthrough was already in progress from a another bonus initiated after request pending on 400. Playthrough started over. Should of been returned with amount that has already been acquired. Also, they returned it knowing that any and all games were not going to hit anymore. I will try to get all records of each and every turn and calculate the amount myself. If i am correct, will something be done in my favor? Or am I going to get the excuse of that i played it to zero. Thers nothing to be done? 

Dear Rguaj810,

If you manage to get all the records, could you provide us with any screenshots that you had?

We contacted the casino rep and requested evidence regarding your case so we will once again, try to assist you.

I'm working on it, its alot of transactions.  

Hi Rguaj810,

We are waiting for your evidence.