RESOLVED: Grand Rush

I was sent  some free spins from Grand Rush and I ended up winning enough to withdraw. I tried all day yesterday to upload my ID on their platform. I sent 6 different photos of myself holding my ID and all were rejected. Then when I go to withdraw.,it just takes me to verify a card to deposit. I spoke with chat 5 different times regarding this and none of them were able to help me. I ended up just emailing my photo of myself holding my ID but I still havent heard anything back from them. I think they are just trying not to payout on winnings. No one seemed to try and want to help me with verifying my ID. The photos were exactly what they had asked for so i dont understand what kind of photo they want. I have sent many KYC verification photos of myself holding my ID and they were excepted so Im not sure why this casino is being so difficult. I dont even have the option to withdraw even though I am eligible. It just seems like they are just trying to discourage people from making a withdrawal. Im not an idiot and I know I have sent them exactly what was needed to verify my acct. It has worked for every other casino that has requested those exact items. This is nothing more than a stall tactic.   Dont send people free things and if they win dont try to do everything to make them not be able to withdraw their winnings. Just dont send the free spins. I would never in a million years ever depsoit money with them and I shocked that they are still in operation.

Hello bry60195,

All details must be clearly visible in selfies, scans, or copies.

Make sure the documents are not cropped or blurred.

Could you please advise which documents you have already provided and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Apparently my documents are finally verified. But I still cant withdraw. When I try to withdraw, as they keep instructing, it just ask me to verify a card. I want to do a Bitcoin withdrawal. but I cant even enter my info. When I inquired on 2 separate times asking how much is the minimum deposit since I have never deposited over there, they reps keep saying that they do not know and that they will need to check with their finance team. This is a total scam! I keep showing them what is happening after they keep instructing me to submit my withdrawal which I cannot. This is a way just not to payout on wins with a free bonus. I dont even want the bonus at this point. I wouldnt trust this casino with 2 cents. Its a total scam.

Thanks so kindly for your help

Hello bry60195,

Could you please send us your Casino Username via private message so we can get in touch with the Casino in order to help you with this matter?

Thank you in advance.

I reached out to support again yesterday and a supervisor jumped in on the chat and I was given the simple answers I needed. He told me that the amount of at least $20 was needed to verify a Bitcoin wallet for a withdrawal and that was the reason why I never had the option to withdraw. It took me reaching out over 7 times to finally get a straight forward answer. I dont even know if I want to deposit or even attempt a withdrawal at this point. I feel that there will be yet another obstacle after I submit my withdrawal even though everything has been verified. I dont think Im even up for the hassle but on the other hand, they need to honor they promos and payout if someone does have enough to withdraw. I feel like thats what they want me to do. They are hoping I wont make a deposit so that they wont have to pay me. 

Hello bry60195,

We are glad that the support staff was helpful.

They were not helpful. It took me reaching out to customer support 7 times and explaining the whole thing over and over for the rep to not be of any help. I also sent 4 emails all about the same issue and finally on the 8th try I finally got the answer I needed and all I was trying to do was figure out if I had to make a deposit before I withdrew and what the minimum amt was. I can't imagine needing help withdrawing funds. They want people just to get frustrated and give up , which is what I did. I wouldnt deposit 50 cents at this casino.

Hello bry60195,

Unfortunately, many casinos have poor customer support. It's frustrating.

Hello bry60195,

We will close this complaint and mark it as Resolved.

Let us know if further assistance is needed.