Hallmark Casino, VegasRush Casino Support and Complaints Thread

@killo99 -  We'll ask them for an update on your case. Keep you posted. 

Hello killo99,

As explained by email, we require a new address since we are not able to use the one you sent us (invalid). You just need to generate a new one, send it to us in text format and for sure we will expedite your payout.

Regards!

Kevin

why my wallet is not valid I sent you a scan of my wallet

i sent new bitcoin wallet transfer money

You can close the complaint I received money Thanks to everyone who helped in this matter.

Glad to hear that the issue has been sorted out! 

good day casino vegasrush accuses me of duplicates and refuses to pay money I can also say a lot of things let them give you proof you watch them and bring your verdict

user name casino basota77

Hello zarajenie44,

Thanks for providing your account details. We will ask the Casino Rep to look into your case and advise. Keep you posted. 

 Hello Andrei,

After verifying your inquiry we were able to confirm that you have registered multiple accounts from different emails but using same personal information and IP address, just to claim our welcome bonuses. That is the reason why your withdrawal request was canceled, as stated in our Casino terms and conditions page https://www.vegasrushcasino.com/bonus-conditions/.

Please feel free to contact our live team support, we'll have a great deal for you.

Best regards,

I didn't create anything provide evidence

@zarajenie44 - We have asked the casino for an additional information / evidence.  Keep you posted. 

the casino has not provided evidence I will have to write a license complaint

I have been a customer of Hallmark Casino for a couple of years and recently went to make a withdrawl. I have been given nothing but the run around and no money. I was told that my withdrawl was approved and everything was good and then two days later my withdrawl was cancelled. Hallmark Casino states I accepted a $500.00 free chip when I had $800.00 in my account. No way would I accept a bonus when I had money to play with due to their bonus rules. Just want to warn everyone to take your money to a real casino and not deposit to Hallmark because you won't get anything back in return. 

@zarajenie44 - We will try reaching out to the casino once again regarding your case. Let's see if they will provide any additional info. 

Hello danquillia,

Please private message me your casino username so that we can ask the Casino Rep to look into your account. 

the casino is not responding,blacklisted them like their casinos Hallmark

I have sent you a PM regarding the withdrawal I am trying to do yet not initiated yet as I do not know how to initiate a bitcoin withdrawal. I dont see any option for me to do it even though there is an instruction saying to choose what kind of withdrawal method to use. 

CryptoEnthusiast

Today I signed up and successfully redeemed $75 chip. I had to wager $1500 USD and successfully wagered double the amount. I was left with $201 when I decided to try and cash it out. Talked to support. Initiated a withdrawal of $100 which is the max amount. Account was left with $101 still sitting there. Emailed [email protected] f I am not mistaken and attached my SS id and my tuility bill for approval of my withdrawal. Although withdrawal did not ask me yet for the bitcoin wallet address for some reasons. Anyhow, I would like assistance for this transaction to be successful. As if this one is something that will not be paid, I would go the extra mile to make sure this casino gets what it deserves. But on the contrary if i receive a good support and withdrawal paid in a timely manner. You get a loyal customer plus the best recommendation on here. Thanks!

VegasRush username : CryptoEnthusiast

Hello @zarajenie44,

The Casino Representative provided us with evidence that you have registered multiple accounts from different emails but using same personal information and IP address. Therefore we consider this case closed.

Hello CryptoEnthusiast,

We've sent your casino username to the casino. Keep you posted.

Hello CryptoEnthusiast.

VegasRush Casino Representative has advised us that he messaged you directly yesterday and explained to you the casino estimated time frames for payout approvals and documentation review.

Please let us know when you receive your payment.

I could use some help....

Hi rebecca6810,

Could you please share your complaint details here and we will ask the Casino Rep to reply directly here in this thread. 

I had a conversation with a man in Hallmark’s Withdrawal Dept. in February 2019. I had won some money and I asked for an exception to the rules for receiving funds.  This gentleman denied my request, but explained there are occasions when Banking does make exceptions to their withdrawal rules and approve withdrawals, but never someone for using back-to-back free chips, which I had done.   So the next time I played, I made a deposit, did not win, then used free chip and won over $10,000.  I sent an email requesting an exception to the max cash-out rule for free chip, while acknowledging I did not expect to receive the entire amount won. I submitted a withdrawal request for $2,000 on March 26, 2019. Hallmark acknowledged receipt on March 27 and requested additional documents from me. I supplied those and on March 29, 2019, I received an email stating my Withdrawal ID# 11838 had been approved.  I was asked to choose cash-out method- I chose Bitcoin.  I checked back last week and was told to wait 7 business days. On the 7th business day. I did online chat and had a terrible experience with the rep assisting me.  Shortly thereafter, I received an email stating my Withdrawal ID #11838 had been successfully submitted. I checked my Bitcoin account and, instead of receiving the $2,000-- I only received $200.  However, my Hallmark account history shows Hallmark paid $2,000, which is completely false. Every time I communicate with them, they seem to be making up the rules as they go along and their explanation of why my account shows $2000 as being paid is inconsistent with industry standards and normal procedures for approving or disapproving withdrawal request. My Payment History (see image) clearly shows my earlier withdrawal requests that were incorrect were CANCELLED.  This $2,000 withdrawal was affirmed and approved.  I firmly believe that another person in banking deliberately reduced my previously approved/confirmed $2000 withdrawal to $200.  Otherwise, Banking would have cancelled my withdrawal request and required me to resubmit it with the "correct" amount. 

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Hi rebecca6810,

Thanks for providing the details. Keep an eye on this thread for the updates. 

Will do!

Hi Rebecca6810, 

As we already explained over chat, email and phone call, the history you see are the requested amounts for withdrawal requests and they are not approved or paid amounts. As you mentioned, your winnings came from a free chip and that specific free chip has a max cash out of 1x. That is specified in our terms and conditions. We understand your concern about $2000 being listed in your history; however, that is just the amount you requested when the withdrawal order was placed.

Hallmark Casino Support

I am glad you publically posted your fictitious response.  The point of posting the screenshot was to demonstrate Hallmark Casino's history of correctly cancelling an improper withdraw request.  Had I not been approved for $2,000, the banking would have cancelled the withdraw. You also failed to recognize the fact that I emailed banking and requested an exception to the max cash-out rules.

Hi Rebecca6810, 

Your withdrawal was not canceled from our side because you won $200 based on the max cash out of the free chip your winning came from, so we honored the corresponding winnings and paid you. Rules, terms, and conditions are clearly stated in our website including max cash out.

Hallmark Casino Support

Hallmark Casino's Terms and Conditions clearly state that an approved "Manger Withdrawal" is to be used when a part of the user's balance has been removed.  NONE of my emails state MANGER WITHDRAWAL nor does my account history.  Given this FACT, I respectfully request that Hallmark Casino immediately pay the remaining $1800 as was APPROVED or advise me of the contact information of your Compliance Officer.

Hi Rebecca6810,

As we already explained to you over the phone, via chat and emails, your request was never approved for $2000 and actually, the history information does not represent approved amounts. Your withdrawal request was processed according to our bonuses terms and conditions, meaning the max cash out from the free chip you used was $200 and that was exactly your payout. 

Hallmark Casino Support

I joined vegasrush recently. made the playthrough and cashed out $100

I got an email that it was canceled with no explanation so went to the casino to check the bank. It said the documents were not right so I sent an email with a correct document and explained the rest would follow as soon as I could get it printed.

Now I get an email with a totally different reason for the cancelation.

If I had multiple accounts HOW can I be a new member? 

I do not remember ever opening an account at vegasrush before.

Please explain the email below as none of it makes sense. Also it says I am promised a one time exception for the payout request BUT then adds I have to deposit and get a match bonus so do I deposit and get the bonus but cash out my original $100 before playing or do I have to make the playthrough on the deposit and match bonus first? but that goes against what was said about honouring the payout request OR do I deposit and then get NO bonus and cash out my deposit AND the $100 I won? This is so confusing!!!

Thank you for playing at Vegas Rush Casino!

We would like to inform you about your Withdrawal request ID#11250, is not be approved due to having multiple accounts, which unfortunately will void any winnings. Please review the Casino Bonus Term & Conditions if you have any concern.

Also, we understand that as a new member you may not have completely read the rules, so, that being said, here is what we can do for you right now. We promise you a one-time deal exception for approval on this payout request, only if you are able to fund your account to become an active player with us and of course, you will get a match bonus for your initial deposit amount plus a nice insurance bonus!!

Approval time frame 24-72 Business hours since the day you requested the withdrawal, make sure you contact us before the time expired in order to avoid the payout getting canceled.

You can reiterate and repeat-/ it does not change the fact that my $2000 withdrawal request was approved.  Your policy states if casino changes withdrawal it would be designated as “manager approved.”  Mine was NOT.  These actions constitute fraud on the part of Hallmark Casino.  I am again requesting the casino’s Compliance Offer’s contact information.   Thank you

Hi corin69,

please private message me your casino username so that we can contact the Casino Rep regarding your case. 

Hi corin69,

Thanks for sending your casino account info. We've emailed the casino and asked them to look into your case. Keep you posted. 

Thanks for your help

Hi Rebecca6810, 

We are sorry, we never approved your request for the amount of $2000 but for $200 as the correct amount. As we already explained to you over the phone, via chat and also in this forum, the history in your profile does not show approved amounts.

Hallmark Casino Support

Fir the third time,  please provide me with the casion’s Compliance Officer contact information.

Hi Corin69,

The situation with the duplicate account was already resolved and we sent you full details to your email address. We tried to reach you at your phone number unsuccessfully so if you have any further question about how we will proceed, do not hesitate to contact us back at Toll Free: +1-888-554-5557.

Thank you very much for your understanding

Vegas Rush Casino

I did see I missed a call and replied to your email.

I am glad you emailed as this time it was clear and I totally understand what is needed.

Thank you for taking the time to help. I appreciate it

i clams 75Eu

I vehemently disagree with HMC’s explanation and am appalled at their blatant disregard of their own policies.  I have repeatedly requested- and do so again- the contact information of their Compliance Officer.  Thank you.

Hi rebecca6810,

We've asked the Casino Rep to provide an additional info on your case. Keep an eye on this thread for the updates. 

Hi Rebecca6810, 

You can send your comments to [email protected].

Regards,

Hallmark Casino

Thanks!

Player’s ID: Chodaebak ( as same as the ID and email address that are used here at jswqzs.com)

Online Casino: Hallmark Casino

Withdrawal request amount: $1000

All of my documents were verified but still they canceled it. This happened several times in the past but I realized that it was against their rules and policy. So I was being more careful not to lose the chance of winnings in the future every time when all of the withdrawal requests were canceled because it really hurts. And I have fixed all of the factors that would ruin my withdrawal request to prevent this in the future. And finally my status became all legit and there was no violation. So now I am confident about my withdrawal request this time because I know won’t make same mistake ever again after the hard lessons in the past. I was pretty much ready for the hard earnings. But the email message below is what they here replied back to me. 

Thank you for playing at Hallmark Casino!

We would like to inform you about your Withdrawal request ID#15113 has not been approved due to redeeming a free-chip while having a pending withdrawal request, which unfortunately is not allowed and will void any winnings. Please review the Casino Bonus Term & Conditions and let us know if you any concern.
We have reset the balance in the account so you can play again from scratch knowing this time how to do it right.

Total restored= $132.48 ( Deposit of $52.99 + JULY4TH $79.49 )
Rules= 10x Times max cash out 20x Times play through on Slot Games or 50x times on Table Games

You are welcome to contact us back if you have any inquiries. Good luck!
Best Regards,
Withdrawals Department.

Toll Free: 888-480-7999
https://www.hallmarkcasino.com/
image

It’s unexpectedly awful. Anyways I’ve been calling them to complain about this but no one answered. So I had to reply back to them and here’s my message below. 

That's not a good reason and where does it say so in your bonus term & condition? (I doubt that there is such rule but I have looked through everywhere from the link where their bonus terms and conditions are) I hope there's no confusion here because last time one of your reps has informed me that they can't process the withdrawal any further because I had no enough balance. He probably only looked at the remaining balance from the left over amount after my request amount, 1000 was transferred to them for processing  the withdrawal. So basically he probably thought I have already lost1000 or something. See even he said hat my balance was low at that time. The fact is that I’ve lost all of the left-over even  after 1000 was already in process of reviewing for my withdrawal request.

 And that's why I’ve redeemed the code. Seriously please review the Casino Bonus Term & Conditions and let me know where does it explain about “the free chip while your withdrawal request anyway.” I am curious now and wonder where you got that from. Hope you could expedite the withdrawal faster so then I may be able to leave a good comment in the major gambling community. It will help you maintain a good reputation. Isn't this one of the factors that would encourage new players to join the most? 

That was it (I had to fix misspelled words or typos in the above a little bit but over all that’s 99% how my message was sent. 

Did they ever get back to me afterwards or pick up my phone calls?

Neither

They couldn’t prove that what I have done is against their rules because it’s just another made up excuse that they barely came up with so that they can protect themselves like insurance. Back then they could get away with so many other insurance which I not mature enough to be aware of but this time

I am not the way I was ever since I have learned my hard lesson through their corruption which is hidden behind the scenes where like fun and exciting moments should be the only things that players must feel and enjoy with.

I am so upset and depressed because they put me down when I am about to reach that far to get my ripe fruits.

That’s the end of my story. Thanks for reading this and supporting me.I hope your support could turn this sad ending story into somewhat hopeful, positive and inspiring story for the real ending. But regardless of the result, I would appreciate for everyone’s support in this communication and org. Thanks so much guys. I feel little bit better after letting things out. 

Hi CHODAEBAK,

We'll ask the Casino Rep to assist and provide an update on your case. Keep you posted. 

Hello CHODAEBAK, 

Thank you for bringing this to us, as we do always appreciate the feedback. We are sorry you felt that way since we understand sometimes reviewing and complying with all the rules may be frustrating. 

In this case, what was explained in our email is another rule in order to cash out the winnings and, it is actually stated as follow in our terms and conditions (same link we shared with you): 

"Redeeming Multiple Promotions
You may not mix or combine promotions or bonuses. If multiple bonuses are mixed, your casino winnings may be removed at the time of withdrawal. Please be sure to use only one bonus at a time. Unless otherwise indicated by the casino management, you cannot redeem additional coupons if you have a withdrawal pending or if you have an existing overdue balance."

Both, deposit and bonus amounts were returned to your balance so you can start over with full chances of cashing out your winnings.

We already replied to your email with this information, so in case you have any further concern do not hesitate to contact us back.

Regards,
Hallmark Casino Support

One of the worst casinos I had an issue with on.. I deposited $30 to my account to play with a giftcard I received from my boss and I came to believe my deposit went thru because I even received a deposit confirmation email i played it and received no winnings from it then maybe a month after I deposited $50 into my account and just the same I received a deposit confirmation email as well..so I played it and won 500 .. so I requested my withdrawal but received an email stating I couldnt withdraw due to a dummy transaction that was made for $30 I stated that I thought it went thru and that I also received no notification notifying me of this issue so how was I suppose to even know . They asked for a statement of the funds but since it was a giftcard I had discarded it so they stated to just deposit the 30 and that they would honor my withdrawal so I did and completed the process to withdrawal and hallmark is one of the longest wait time to process withdrawls and then when I received my funds i was only given 162 out of the 500 I asked why and stated due to the dummy transaction that I can only withdrawal that amount and to see the terms and conditions so I read over the terms and conditions carefully and I feel they dont apply to my situation for the reason that my $30 transaction attempt is totally separate from my $50 transaction that was confirmed and approved because in your terms it states that if the initial deposit attempt was not approved the casino would still pre authorize the amount and if not collected by 24hrs it would only be 2x maxcashout on the original deposit amount. But I did not receive no winnings from that initial deposit . And the fact that my winnings are from a $50 confirmed and approved transaction therefore these terms do not apply . I was told they would honor my full withdraw if i just deposited the $30 from the dummy transaction cause I didnt realize it didnt go thru at the time and was told it was totally separate as well .. it made no sense

Hi Valerie Rey,

Thank you for sending your account info via private message. We've notified the casino about the issue you are experiencing. Please keep an eye on this thread for the updates.