Goldrush.io Casino - A conta do jogador foi encerrada e os ganhos foram retidos.

I won 20,000 ARS on Goldrush.io. When I requested a withdrawal, I was told I have three profiles, which isn't true. I always used only one account and deposited through MercadoPago. Then they blocked my account, and now it says it doesn't exist. I need help recovering my account or getting paid the prize I won.

Gané $20.000 ARS en Goldrush.io. Al solicitar el retiro me informaron que tengo tres perfiles, lo cual no es cierto. Siempre usé una sola cuenta y deposité desde MercadoPago. Luego bloquearon mi cuenta y ahora dice que no existe. Necesito ayuda para recuperar mi cuenta o que me paguen el premio ganado.

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Dear bruji22sequeira,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• When were you first informed that your account was blocked?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Hi Petra, thanks for replying.

I will now answer your questions:

1. No, no one else in my household or with the same IP address has an account at this casino. Only I use my device and my connection.

2. I was informed that my account was blocked on the same day I tried to withdraw my prize, when I was unable to log in properly.

3. Yes, I completed the KYC verification and it was approved.

4. When I registered I was offered free spins and a bonus, but they were never applied, so all my winnings were obtained exclusively with real money, without any active bonus.

I am available if you need additional information.

Thank you.

Hola Petra, gracias por responder.

A continuación respondo sus preguntas:

1. No, nadie más en mi hogar ni con mi misma IP tiene una cuenta en este casino. Solo yo utilizo mi dispositivo y mi conexión.

2. Me informaron que mi cuenta estaba bloqueada el mismo día que intenté retirar mi premio, cuando no pude acceder correctamente.

3. Sí, completé la verificación KYC y fue aprobada.

4. Al momento de registrarme me ofrecieron tiros gratis y un bono, pero nunca se aplicaron, por lo que todas mis ganancias fueron obtenidas exclusivamente con saldo real, sin ningún bono activo.

Quedo a disposición si necesitan información adicional.

Gracias.

Thank you for your reply and for providing the previous details, bruji22sequeira.

• Could you provide any additional communication you had with the casino regarding the status of your account?
• Could you provide any documentation or screenshots regarding your winnings and the withdrawal request?

This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi, I already sent the screenshots.

The withdrawal does not appear in my history because the casino deleted it after rejecting it.

Anyway, I'm attaching the official email where they confirm that I requested a withdrawal of $20,000 and that it was rejected.

I've also attached screenshots of my current balance, which is real money and not bonus money.

Grac

ias.

Hola, ya envié las capturas.

El retiro no aparece en mi historial porque el casino lo eliminó después de rechazarlo.

De todas formas adjunto el mail oficial donde confirman que pedí un retiro de $20.000 y que fue rechazado.

Adjunto también capturas de mi saldo actual, que es dinero real y no de bono.

Grac

ias.

Dear bruji22sequeira

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear bruji22sequeira,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Goldrush.io Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal has been deleted?

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Hello, good morning! I filed a claim for a payment that wasn't credited to my account by a casino. I'd like to know more information, please!

Hola buenos días! Hice un reclamo por un pago que no me abonaron de un casino, quiero saber info por favor!

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.