Grand Rush Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

I initiated a $1000 withdrawal on 2/4/24 with assistance from a casino rep via chat session. I claimed a match bonus with my deposit, and had met the $1800 playthrough requirements. The rep instructed me to go to my account and follow steps to forfeit the bonus, which decreased my winnings by that amount. I was then able to complete the withdrawal request, and recieved confirmation.

I contacted casino support several times over the following days checking on the status of my withdrawal as it was taking longer than expected. During one of these chat sessions I requested to speak to a supervisor or member of management, with whom I expressed concern that I would not receive my winnings. I was assured I would receive my money in a few days.

When the bitcoin finally arrived, it was $200 rather than $1000. After contacting support again, I am being told that my match bonus came with a 150% withdrawal limit. This info was not presented in a conspicuous manner, nor was it told to me during any of the many chat sessions in the days prior.

Dear wgthomas4315,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your reply, however based on info provided to me during my last chat session with casino support, I will not recieve the full withdrawal. In other words, I withdrew $1000, was sent $200 and the rest will not be given to me.

Thank you very much for your reply, wgthomas4315. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear wgthomas4315,

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.

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.