Hallmark Casino, VegasRush Casino Support and Complaints Thread

Hello Valerie Rey, 

Please accept our apologies for the inconvenience. It is understandable that even if the first deposit that was a pre-authorized transaction and that the winnings do not come from that deposit, we need to collect that money as it was already played. Also, we do understand that time to time it is difficult for the players to get familiar with all the casino rules and that is precisely the reason why we did the exception:
     The requested amount was $500, minus the deposit bonus amount $175, the initial approved amount was $325. As we informed you via email last June 16th and even if our terms and conditions state that "if the pre-authorized deposit is collected after 24 hours of the original deposit attempt, the player is eligible for a 2x max cash out of the original deposit amount" which would be just $60, we honored half of the approved amount, meaning, $325 / 2 = $162.5. Hope this clarifies any misunderstanding.

Regards,
Casino support
    

1. Im sorry this doesnt seem to clear anything up . I understand I played that money and it needs to get paid and was told if I deposited what was owed they would still honor my withdraw ..so i did what was asked and was collected. And also the fact that at the time  I had access to the funds  and recieved a deposit confirmation email led me to believe it did go thru there was absolutely no recieved notification indicating there was an issue with my deposit .and also i would like to know where in the terms and conditions does it indicate that your allowed to take my winnings even if it comes from an approved deposit and not the initial pre authorized deposit . It was always my believe every deposit or bonus comes with a new set of terms and conditions and also I dont understand why your applying the terms of a pre authorized deposit when my requested amount of $500 comes from a $50 approved and confirmed deposit and the initial approved amount of 325 is calculated thru my confirmed deposit . So how does the 2x max cashout on 30 come into play if it doesnt apply .the terms and conditions clearly states on a pre authorized deposit if not paid within 24 hours your entitled to only 2x maxcashout and that's not the case on my deposit . 

Hi Valerie Rey,

We'll ask the casino to provide an additional update. 

Thank you . 

Hello Valerie, 

As mentioned before, it was informed to you in an email sent on June 16th. Regarding your statement "It was always my believe every deposit or bonus comes with a new set of terms and conditions", I am afraid that it is a common misunderstanding the players have. Few examples are back to back free chips, mixing funds (not your case) and; like in your case, pre-authorized deposits that we have to collect, even if the winnings do not come from such deposits, cause that is the moment for us to collect them. 

Again, we do understand that it may be difficult for the players to get familiar with all the casino rules. Based on that, we did the exception with your case.

Regards, 
Hallmark Casino Support

1. I dont think your understanding my issue . My issue is the misapplication of terms and conditions I have repeatedly backed up my claims with supporting details  written terms and conditions stated on your site in which you guys are not correctly following .. I would like to see supporting evidence justifying your reason to believe I violated your terms and evidence proving you followed rules and regulation to my situation cause I find nothing stating " even if " the terms state one thing you guys can do another or no where does it state that you guys can take my winnings even if it's not from the initial pre authorized deposit or nowhere does it state that you proceeded with proper guidelines once proven you followed indicated regulation I will be content but right not it just seems you guys are just coming up with your own rules and trying to get out of paying me my winnings . And also I dont understand the point of asking me to deposit the 30 to correct the problem and still trying to "collect" the amount after I did .this isn't right  I follow and read all my terms and conditions as indicated before I go on any casino and before using a bonus in order to follow all required terms and conditions ..

Hello Valerie, 

It is not a misapplication of the terms and conditions; but, a misunderstanding from your end. Bottom line, we collect all the pre-authorized deposits at the time players request a withdraw even if the winnings do not come from such deposit, our terms and conditions state "if the pre-authorized deposit is collected after 24 hours of the original deposit attempt, the player is eligible for a 2x max cash out of the original deposit amount", we informed you about the pre-authorized on June 16th and you honored the pre-authorized deposit until June 27th, the payout should be $60 but we paid you $162.5. You can also contact us via chat or phone call if you have further questions.

Regards,
Hallmark Casino Support

I still disagree and it's pretty clear this wont get resolved here so I will take this to someone else that can help me get my point across and bring to people's attention the improper manner this was all handled because for one.. if my funds didnt go through why credit them to my account to play ??second why was I not notified.. not one email was sent to me telling my me of this issue.. not when it didnt go through.. not when they took the generous act of still funding my account.. and not even when I deposited a second time.. in which puzzles me ... it was only brought to my attention when I requested my withdrawl in which gave you a reason to take my winnings .. I am not gonna let this go by and I strongly believe I'm right . 

Does anyone know if Vegas casino Rush requires you to send them a copy of your ID and utility bill every time you cash out? I just sent them this stuff a month or two ago. they acknowledged they received it and it was good to go. On my recent cash out there they are asking for this again. But now they canceled my request and added the funds back to the casino. It seems obvious to me, even after I resend all of this again it's going to delay everything a week or so.

Hallmark casino is very bad, always inventing things ... 24 hours. 2X? what else? pre authorized? Some time ago my mother had problems with that place, it hurts that I did not know LCB to ask for help.

Hello AxelWolf,

If you want us to contact the casino, please send me your casino username in PM inbox and we'll ask the Casino Representative to reply in this thread.

I definitely appreciate that, however, I don't think we're at that stage yet. I only just sent them an email asking why I need to do it again so soon. I'll wait to hear back from them and to see how things go. If I feel it's going nowhere I'll be sure to ask for help. Normally I like that to be a last resort if I can help it. 

I probably shouldn't have turned a simple question into more than just that. Let me re-ask my question. Is it normal for them to ask for a copy of your ID and utility bill after receiving an approving it once already so soon after? Now that I'm thinking about it, even though they approved  my ID and utility bill I never actually made any withdrawal. Perhaps that's where the hiccup is on their end. 

Thanks for the feed back.

Unfortunately, I'm aware of their reputation, as I said before, I try to stay away from casinos with that type of a reputation, but they sent me some offers I couldn't refuse. I calculated my risk versus the potential reward. In this particular case it seem to be worth the risk, FOR ME that is.

I thought I read somewhere here... either they were working on their reputation or something about... if you follow their rules, in the end you would be paid.

Hello AxelWolf,

Ok. In case you experience any problems with verification procedure, pelase let us know and we'll contact the Casino Representative.

Your probrably requesting the wrong amount have you checked your email they should have sent you a notification email stating why they denied your request and most likely is for the reason i also got denied the first time ..depending on the bonus you used you can only withdrawl deposit amount not the bonus amount plus your deposit for example you used a 200 % bonus and deposited 20 you get 60 bucks in your account but max withdrawl is 5 times amount you would think after going thru the wager requirements and following terms you would be able to cash out 300 max but thats incorrect Max you can cashout is 60 .. plus they take out your deposit so its actually 40 so if you request anything over 40 they will deny your request ... its very messed up their rules are very misleading and have no clear understanding .. but just check your email youll find the reason there

All the wagering requirements and cash out amounts are correct.

I called support today and they told me, in fact, you DO need to send them a copy of your ID and utillity bill EACH TIME you cash out. They claim the reason why you have to send it each time is that they don't save that information in their system for my security. I'm obviously not buying that reason, but I'll roll with it.

And, since they reverse the money back to my account I have to go through the entire process and waiting period again.

Same happened here but after like 3 months when i finally waited and gave them what was required they refuse to give me my full payout due to an issue that was their fault . 

@Axelwolf - please post your username.

Good afternoon,Hallmark casino does not pay winnings in the amount of $ 100 does not look like it at the casino which is rehabilitated they both did not pay and do not pay the players money.please invite a casino representative let him answer when they pay me wining.

user name casino mamnt88

emeil casino [email protected]

Hi mamnt88, 

We've sent your account info to the casino rep so that he can assist with the issue you are having. Keep an eye on this thread for the udates. 

Thank you so much Tania

I joined this Casino and they gave me a $50 joining bonus and I'm I played up to $168 and requested a withdrawal they came back at me saying the withdrawal was canceled that I had multiple accounts which they are wrong I only have one account and I'm making a complaint about them because of their fraudulent customer support they won't tell me what accounts they have for me they're telling me I need to deposit money and I'm not going to deposit money if they're calling me a fraud they can't prove to me that I have multiple accounts to just saying that to avoid having to pay out any money they want your money but they don't want to pay out any that's what I'm understanding so they're on my Blacklist

Hi Kiki DaQueen, 

please private message me your casino username so that we can ask the casino rep to look into your account. 

withdrawal was canceled and blocked my account.what is this casino block without evidence and where is the representative of this casino.me and Kiki DaQueen blocked the account for no reason it's time to take action regarding the casino blacklist them again

Hi mamnt88,

The casino informed us that your withdrawal was cancelled due to duplicate accounts opened. They also claim that they've contacted you directly and explained the situation.
We've asked them to provide us with the evidence confirming their claims regarding multiple accounts. Keep you posted.

Hi Mamnt88,

Please accept our apologies for the inconvenience. In this case we cancelled the withdrawal request due to duplicate accounts opened up with the Casino under your information.

If you have any questions or need any assistance feel free to contact us back.

Regards,

Samantha

@Mamnt88 - The casino provided us with the evidence showing that you indeed had two accounts opened at Hallmark casino. Since there was a breach of  their Terms and Conditions, there is nothing that we can further do to help you. 
We consider your case closed. 

Traviswayne is my user name at vegasrush casino. 

I played at this casino a few times.  Once was on a welcome chip. The next was on a deposit . Third was on a free chip.  On the third time i played i requested a payout of my winnings.  

I cleared the wagering requirements and was ready to cash out.  

I immediately sent the documents they requested.  

Then i waited and waited.  Finally i reached out to them. 2 times.  Finally was told that i will not get payout because a deposit i made was denied.  

What? It cleared my account. It even  said deposit successful on the casino screen after i deposited.  I was credited my deposit into my players account balance and It shows that my deposit transaction completed on the payments history screen. 

My payout was denied for lack of data.  That's what it said.  

This casino is pretty shady if this is the way they handle their business.  My payout was only 200 dollars! Deposit again? Why would i? They don't payout!

Hi Traviswayne, 

We'll ask The Casino Rep to look into your case. Keep an eye on this thread for the updates. 

Thank you 

The casino keeps saying it was a pre authorized deposit.  And that they just went ahead and let me play it anyway.  That is bull shit.  They saidthat the deposit even stated pre authorized.  

I am attaching screenshots of the deposit conformation email and the payments history screen that shows the deposit complete.  

I have a whole other issue as well.  

After looking at the payments page,  i seen that my card was ran 10 times! I am not getting a response from them that makes any sense.  And another thing is that the 10 other times they took it upon themselves to run my card shows denied.  The deposit in question shows completed! The deposit was approved.  It cleared my account.  It was credited to the casino.  I recieved the deposit conformation email thanking me for the deposit.  This is bogus bullshit that they are trying to feed me.  Like i cant see it!

I even recieved an email from the banking dept that said my deposit was denied because of my ID documents needed to be sent.  So i sent them again.  Then the email about the deposit. From the same dept.  ! This casino really needs to get their shit together.  How can they get away with this and still be in business?

I am attaching that too.  

Hi Traviswayne, 

We've already notified them about the issue you are having. Please allow some time for them to respond. Thank you. 

Hi The Valark, 

The Casino Rep has been notified. Keep an eye on this thread for the updates. 

They are doing this same crap to me.  Email said thanks for a deposit.  It showed cleared on my payment screen.  Not one single place said it was pre authorized. 

It is a scam that they do that.  Not a single other casino will lie to lead you to believe a deposit cleared.  Crediting account and all.  

They are running a bullshit casino with their own actions of scaming one who plays there from the start.  

There all scams in the end even if u start out winning. I'm good at cards and I always win but i always get kicked out.

They are still lying to me, but there is progress.  I don't really understand their point in doing all of this.  Thanks for grabbing this and responding.  I do appreciate it.

We're on the last leg.  When they actually deposit my winnings, I will post as such.  Thanks again  LCB!

@The Valark - We've got an update that they are looking into your case and that the Casino Rep will soon reply here in the thread. 

Good afternoon respected forum i have problems with casino Hallmark they do not withdraw money to me,I sent them some letters but did not receive a single answer.let the casino representative answer

1 why they do not answer my letters?

2 When to me withdraw money? user name casino polerk77

Hi polerk77, 

The Casino Rep has been notified. Keep an eye on this thread for the updates. 

@Tania

I would love for them to respond in the thread.   They have always responded and progressed when you contact them, so maybe one last time will do the trick.

My money is approved. My account approved.  The BTC wallet the BTC goes to is approved.  All is verified but they want me to wait from the 8th to the 19th for disbursement.  Because it takes them apparently 9 business days to release BTC despite what their own people and documentation says.

I started this withdrawal in October.  They tried to delay then, even returned it to my account.  Which I re-requested as a withdrawal and started again.

This has been about a month long issue where they check my wins, normal.  They check my documents, normal.  They check my BTC wallet address, normal.  I am very fine with all that and respect and understand those methods are required for everyone's safety.

What I am not okay with - inconsistent statements of process, delays, refusal to answer emails, refusal to give a full name of any staff member or a phone number they can be reached at, calls from them are cloaked to unknown numbers, endless delays and repetitive requests for the same information. 

The most dodgy is the lack of answers and the ghosting the phone numbers and names.  I own my business.  I can tell you right now, I can have the name number and address of any bank president and they will gladly give it to me if we have business together.  The hiding of access and process steps is also very strange as it is my money they have. 

They have already approved it, I have complied to their process, there is no reason to not communicate with me, to not identify themselves and to not tell me the process by which they are still hanging on to my money weeks later. 

It hasn't been their money for some time. 

I would love to hear from the rep here in the thread.  I would also like to know if the rep has a real name and a direct line and a list of processes that takes so long to do BTC.  I would also like to know if they know doing business with clients who wager at their online casino makes them within the jurisdiction of the client in the US Federal rule of law?  It is common business knowledge.

I know I sound like a jerk but I have had the run around and wasted so much time on this.  And honestly, considering their previous action or lack thereof with me, I have no reason to believe I will ever have my money without litigation or your asking about it.

I do appreciate you, really.  Every time you have spoken on it, they have moved forward.   But also, it is sad and infuriating that it has to go that far to do a simple transaction, that my concerns are not valid, despite me being the injured party and the one whose moneies are being held against my wishes.

It should just be a simple check of play, person and payment.

Love you guys, really.  I don't talk much but I lurk alot.   Sorry for length.

Best,
V

@The Valark - We've sent an email reminder to the Casino Rep asking to follow up on your case. Keep an eye on this thread for the updates. 

@tania  Thank you.  I will write that they do pay their debts if that ever turns out to be the case.  I appreciate you reading and your work regarding it. 

As of today, they have paid their debt.

Thanks @Tania   when I am in a better mood about them, I would like to send you a message about some concerns I have though.  I don't write them here, because I don't know what is common for these places.  Your expertise will be able to discern much better than I can.

I won at this casino too but I remember I had a payout and they rejected it cause they said I didn't complete rollover but I did and they said sorry u are right we will pay you.

@The Valark-  thank you for letting us know! 

good day what's with my complaint I sent all the documents casino does not respond to my letters let the representative answer When will i get money

@polerk77- No updates so far. We'll send them another email reminder. Keep you posted. 

I sent all the documents they do not react at all on this subject where is the casino representative why does not answer blacklist the casino