Hallmark Casino, VegasRush Casino Support and Complaints Thread

Melissa, It looks like Carmen is available from Hallmark Casino should I be dealing with her or you? Is there anyway to forward this thread to her for help. Thanks

We heard back from the yesterday saying that they changed their management. We'll try to get them sort out the issue. We already told them about the complaints. Fingers crossed. 

Hi Vladstud,

We finally got the explanation from the casino regarding your withdarwal. 

Namely, you made a deposit of $164 on 12th April 2019 and took a 450% standard bonus on it. You played on that money and raised it to $2,175. On 14/10/19 you raised a withdrawal of $1000.  They only provide 10X withdrawal on deposit amount on standard bonus.

They also stated the following T&C as an explanation:

1. All the withdrawal on standard bonus is only 10X of deposit. The bonus terms says - Unless otherwise stated, all bonuses must be wagered a minimum of 20 times Slots; 50 times for All Allowed Table Games and Video Poker with 10x Max Cash out. The maximum withdrawal amount from any Deposit bonus is ten times the face value of the deposit amount.

2. The Reasons why the $1175 was removed from player’s account is because as per terms and conditions  - Once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your balance, as you will not be able to withdraw these funds. And Hence the balance of $1175 removed from player's account. The other reason of removing the left over balance was that you can not mix it with the other free chips or deposit or once the withdrawal is raised you cannot continue to play on it to raise another withdrawal and because their was no instructions from player side weather a player would like to play with that money for fun or wants us to remove, it was removed after 2 days from when the withdrawal was raised.

3. The reason the bonus money was deducted from your withdrawal amount was because the terms says - All bonuses are non-cashable and will be removed at the time of withdrawal: e.g, if a player receives a bonus of US$100.00 and later requests a $390.00 withdrawal, the $100.00 bonus will be removed and the withdrawal will total $290.

@Stevekol55 - waiting for the feedback regarding your case. Keep you posted. Hope we'll finally get the resolution. 

Thanks Melissa, for the update. David who is apparently handling my account keeps emailing me telling me he is going to call me but never does. Maybe you can get somewhere. Thanks so much for your continued help. 

HI Marcel Koch,

We finally got the feedback from the casino regarding your case. 

Please find below the reasons that you are not eligible to get a cash out:

 - You have a Duplicate account and as per the casino terms, you cannot have more than one account else the casino reserves the right to cancel the account/s and forfeit all the winnings.

- You have taken multiple free chips on both the accounts and played with it without making a deposit. Player is eligible to signup and play using the sign up bonus and should not take more free chips till they play and raise the withdrawal on it.

It is pretty much clear plus we saw the evidence of multiple accounts. There's nothing further we can do for you. Please make sure you follow the T&C. 

Thanks for the update on my case, Melissa. The casino has mentioned 3 parts of the explanation. Out of all them, I only agree with reason #3. The bonus which was 741$ was subtracted from the first withdrawal, that's consistent with rules of casino, that's fine.

As for their reasons #1 and #2, I continue to dispute them fiercely. First of all, they are wrong on their #1. The BTC450 bonus that was used in this case has clearly stated 15x max cashout; this overrides what they said under "unless otherwise stated" clause. I have a screenshot proving that it was 15x max cashout, and I'm attaching it now. If this is not enough, I'm also in possession of chat transcript with Hallmark live chat rep where the same question was asked on the day I received that bonus, and the rep told me it's 15x max cashout. And so now, the question arises, when was Hallmark casino telling the truth? When they initially told me the BTC450 bonus had 15x max cashout? or when they are now saying that it was 10x?

As for their reason #2, anybody who reads it carefully is going to be shocked with how blatantly rogue this casino is. Even if we imagine that the bonus had 10x max cashout (which was not the case), do the math, 10 times 164 is 1,640$. So after I made a withdrawal of 1,000$, what exactly was their reason to void the rest of the balance? 1,000$ is smaller than 1,640$, basic fact. So they removed the funds from the account which were obviously NOT over the maximum withdrawal limit, no matter how you look at it. What other nonsensical excuses do they follow with? they voided my balance to make sure I don't mix it up with free chips and other deposits? as a matter of fact, there were no free chips at that time and there were no other deposits, so that point is moot. And then they said "no instructions from player side"? there was no process offered by them for "instructions from player side", they have never contacted me with that kind of question, and it's not in their T&C. If it matters to them, I'm giving them "instructions from player side" right now: stop the nonsense and pay me the 1,175$ that you know you owe me.

Basically, their entire paragraph #2 sounds like the casino is saying "we can steal from our players, because we can, and we think we can also get away with it".

Not so fast, Hallmark casino. I have more evidence about them, and I'm ready to share it too. This is my final warning, please pay me ASAP, or I'll do what I have to do in the interest of the players. I can share the facts that I know about Hallmark casino on forums across the web. If they don't give a darn about their own reputation, they deserve the consequences. Without disclosing all the details at this point, cheating by casino is the additional matter involved.

Thanks for the feedback, Vladstud.

We've sent your post to the casino so we'll see what they will say about it. We're going to investigate it further until we get all the necessary details regarding your case. We advised them so sign an account and communicate with you directly so we'll see what they are going to decide. 

Hello.  I am also having a problem with hallmark casino paying out winnings.     I made my initial withdraw request over a month ago.  They keep telling me 24 to 48 hours.   Every time I contact them please help.    I can provide exact dates and screenshots.  If needed

Sure, we can help you. We're going to notify the casino. Please private message me your casino username.

One more thing I have to add. When the casino wrote back: "once the withdrawal is raised you cannot continue to play on it to raise another withdrawal", I dare to say that they have lied about that, because I have read the entire T&C of their casino and their bonus rules, and they don't have any rule that would state or allude to any such restriction on multiple withdrawals. I'm the kind of a player who respects the T&C as it says. l guess the problem is, when a rogue casino feels like they want to steal their players money, even their own T&C don't matter to them.

I see you point, Vladstud.

We forwarded your screenshot to the casino again along with your previous post. 

We'll get back to you when we gather all the relevant info. The casino rep can't register at the moment so unfortunately is not able to reply here. 

Keep you posted. 

@Stevekol55 - regarding your case, we didn't get the info since they are still looking your case and can't provide any update so far. We'll keep on asking for the feedback. Keep you posted. 

I ua e messaged you my username

Hi Vladstud,

Please private message me the chat transcript you had with the casino support if you have screenshot. 

Please take a look what is stated in their T&C: 

11.6  All promotional offers and bonuses can only be redeemed by players when they have no existing account balances and no pending withdrawals unless stated otherwise.

Are you having the issue with the casino? If so please private messsage me your account details and we'll notify the casino rep. 

Hi Melissa, FYI you said that Hallmark Casino has new management and that is not true they just let people go including some managers and than this guy David is now overseeing everything after being in charge of the marketing dept. That is why they told me he is in charge of my account as he oversees everything at Hallmark I am being told. He is the only one you should be speaking to as he is in charge. Here is his email below. I hope this helps. Thanks

 *phone number and email address have been deleted.

Yes we are talking with David and he told us that he couldn't provide more info regarding your case, but we'll wait until we get the answers. When I said changed management, I thought people who were at the moment in charge of LCB queries. Previous managers do no longer work for them. 

Hi B1g0n3yhustla,

The casino rep couldn't find your casino username in their system. Can you please private message me your email address you used for the registration and your name? 

Update: @B1g0n3yhustla - private messaged us saying that he got his payment. 

Good morning,

I made a withdrawal request for user jolive18 on March 23 on VegasRush. After 7 business days Live Chat said it should be processed in 24-48 hours. Nothing happened, I was then told to email banking which I did, no response. After two weeks I called and was told to contact banking which I once again did, no response. I'm trying to find out what is going on and why my payment is being help up as nobody is giving me answers. Receiving payment from them in the past hasn't been an issue. Thank you. 

-Jolive

Sorry to hear that, JOLIVE18. 

We're going to notify the casino rep. Keep you posted. 

Hi JOLIVE18,

The casino rep informed us that the reason for your slow payment was the fact they you didn't send the documents for verification. They ask you to send them on: [email protected] and once you do it check on chat/call as soon as you send the documents so they can speed up the process for you.

Please let us know as soon as you get the payment. 

I'm going to call BS on that as I've received payouts in the past with the previous one being a month prior to this request. I sent a new utility bill in January when asked for it. Each time I've contacted the site there has been no mention of needing any new updated information and told that they would escalate the request and that I should also email banking which has been done multiple times with no response. 

When calling they now claim to not have any of the documentation. Sent everything again for a fourth time since opening an account 2 years ago. These people are a bunch of clowns. 

We asked them why you needed to send the documents again when you withdrew money several times they said that the documents needed to be updated every 3 months.

Hi Melissa, Just following up on this as I have not had any contact in a few weeks. Please advise and thanks for your continued help with this. 

We still haven't hear anything regarding your case. They said they'd let us know. We're going to check with them again today. 

Hi, I went to message the rep for vegas rush casino ie hallmark but noticed they haven't been active since feb the 4th so guessing this is the place to post. So I've just had a withdrawl cancelled and account closed with zero reason or explanation given and I had a balance of over $8000. I had deposited and played and had one successful withdrawl made of around $1000 previously.

Is this the place to post ? I'm getting the impression they can just pretty much do as they please and steal as no licence holder will hold them to account. Is there any hope ?

Hi cryptoid,

We can try to help you. Please private message me your casino username so we can provide it to the casino rep. 

Sent you a PM thanks MelissaN, did you get it ok ? 

Any help appreciated but judging on what I have been reading it doesn't sound like there is much hope :( 

You are very welcome. I received your account details and the casino rep will be notified immediately. Please keep an eye on this topic for an update. 

All documents resubmitted last Tuesday. Received a generic return message saying Support Ticket open so it was received. No movement or follow-up on their end. Contacted Live Chat and was told yesterday I should hear something. Still waiting to hear on status of documentation and withdrawal. No actual answers when contacting support. 

Hi Melissa, I would like this to be over ASAP so I am willing to make a deal and take a little less of a payout if it will get me paid quickly. Has this ever been done before and do you think it would get me money quicker? I am only willing to offer it if you believe it will work if not I will not do that. They owe me $2K and I will take $250 off and they can call it a hangling fee. Your thoughts? Thanks

So you will get $1750? Did the casino explained what kind of fees and why they want to take? You should get this amount, but if you didn't do anything wrong then you should get the whole amount. It's hard for us to advise since the casino didn't provide any facts about your case. We'll try to push them and get the answers. It's been too long since you posted this complaint. They should have sorted it out so far. 

Melissa, I told you before that they are the worst online casino I have ever dealt with and have bad reviews all over the Internet. I have just about given up on getting my money that is why I am willing to make this offer. In addition I have another $2k waiting to withdrawal once this is completed. They also keep sending me text and phone calls about deposits which if I accept cancels out my withdrawal. Truly are mismanaged and would go as far as to say a scam operation. Again thank for your continued help although I think it will be in vain. 

I'm going to give this a try and then next stage is complain to Curaco but I feel that's probably in vain too.

The casino did show us the email they sent to you on the date when they closed your account explaining that you were taking advantage on the system error and that was the reason for closing your account. We asked for more info about it. They stated that they would refund your deposit so please confirm if you get the money. 

We're going to ask them about the status of the verification and withdrawal process. Let you know as soon as we hear from them. 

Please explain the system error I took advantage of ? Why did they pay me out a withdrawl before then ? Could you please explain this system error I am supposed to have taken advantage of ?

I deposited $800 and lost that and they were quite happy to keep that but now when I win a lot they decide it's an error and keep it all, somewhat convenient don't you think ? 

Ok so I guess it's safe to assume that there's no danger they are going to payout then and they are basically scamming me. Next step Curaco then

Sent a complaint to Curaco, haven't received a bean from VegasRush, not even my deposits back like they claimed. Bunch of total fraudsters

We got some kind of explanation that the system automatically picks up the algorithm or the predetermined way of players playing pattern and/or routine and it raises the flag on the account and mark the account as Professional player and then the withdrawal is cancelled and that account has to be closed. They emailed you the same stuff.

They also stated it in their T&C:  If the Casino considers a Player to be a professional (sharp), the Casino reserves the right to block the account. Also, the Casino reserves the right to invalidate all and any winnings and return the deposit to said Player.  

We do not consider this as a player friendly rule but it is covered in their T&C so there is little we can do for you except to make them give back your deposit.

As for the deposit casino rep says that you should get your last deposit of $182 within 7-10 business days. Please let us know as soon as you get it. 

@JOLIVE18 - could you please confirm if you got an email from the casino rep. He says that he's sent you an email with the details regarding your documents. 

Please keep us updated. 

Lemme guess, that guy never got paid either ? 

Still not even got the $182 I was promised. 

Oh this report is now up about them.....

*The link has been removed by moderator MelissaN.

We are going to ask about the deposit they promised to refund. 

I got an email asking for my bitcoin address. I told them they are a bunch of scammers and posted the link that you removed above there. So tell me how do you go about winning money at online casinos because apparently you can according to them because there are professionals. What a lot of nonsense. Utter scammers

Have you provided them with your bitcoin address?

Yes I have, it's about the fifth time I have had to send them it. I have emailed it to them so many times.

They did actually pay me out a withdrawl previously. I guess the games weren't "flawed" then right ? hahaha