Hallmark Casino, VegasRush Casino Support and Complaints Thread

Hi Melissa, Just following up as I am sure you have not heard anything nor have I. I have played at a lot of online casinos and some have been late in paying but no one has ever not paid me especially when the already approved the withdrawal. This is a shady organization and I have just about given up on my payout as there is nothing I can do legally against them but I will slander their casino all over the internet I promise you that. What is right is right, they owe me the money, Period. Thanks for your continued help but I am afraid it is all in vain. 

You mean they didn't pay you out ? IMAGINE MY SHOCK ! 

Documents accepted on the 13th with a message saying I will be contacted in 24-48 hours to complete my withdrawal. Still has not happened. Contacted support over the phone earlier on Friday and they said within 24 hours I'd be contacted. Still nothing. Just want to end this nonsense over $188 dollars. 

jolive18

Vegas Rush

Oh, they promised they'd speed up the process. We emailed them again. Thanks for letting us know. 

Hi

We got a reply from the casino: Namely, they say that your withdrawal is approved and an email from banking is sent to confirm the bitcoin wallet address so the withdrawal amount can be transferred. 

Could you please comfirm this? 

I received an email saying my request was approved and to mail my information for payment. When I send the information it gets rejected on their end.  Twice it has been rejected. 

Okay! Let us inform the casino rep about that and see what's going on with the email address. 

Have tried two more times and also included their support email and all three get kicked back. Still no word from support on when the money is to be sent. 

No worries. We'll notify them. 

Hi

We heard back from the rep. Namely, they say that you need to verufy yor email address. I'll private message you the email address you should contact. Please let us know as soon as it has been sorted. 

Hello,

I have asked for a withdraw request since 23 of May, I've sent multiple emails, tried multiple times contacting support on live chat, they are never available, I have sent my documents since 23 of May, no answer from the casino.

over 13 days not, not a single replay or any message about my withdrawal or documents.

They only send me 2 times some blank email, without any writing.

Attaching picture.

Hi nasos511,

This group of brands is usually slow when it comes to cashout. Could you please private message me you casino username so we can send it to them and ask about your withdarwal?

This group is a joke. I sent them a personal email with my username in the subject line and I've screenshot their response. I tried once again sending the information and now their other email address is rejecting emails. 

Hi JOLIVE18,

What happened? As far as I undesrtood from the pm you sent me this morning you got the winnings. 

Sorry for the confusion, the PM was stating that the email went through successfully. The pictures from above are the follow up to that email. 

I see. Okay thanks for the info. We'll check with them again. 

@nasos511 - just to let you know that we have received your account details and the casino rep has been notified. We'll keep you posted. 

Thank you, looking forward.

Funds were received. Thank you for your help, Melissa. 

Awesome. The casino rep's also informed us that the money has been sent. Glad we could help. 

i've got yesterday 1 email saying that my withdrawal request was cancel, no reason no explanation,

i replayed to them back, and then again they just replay with a blank white message, without any words on it.

attaching pictures

Hi nasos511,

We received a feedback from the casino rep. Namely, you have multiple duplicate accounts with the casino, therefore you are not eligible to get a withdrawal on free chip. We saw the evidence of duplicate accounts. They adivise you to get in touch with their support team on live chat as well. 

Hi Melissa , Hallmark casino will not process my withdrawal. I have met their playthrough requirements and I have had my id documents verified. Melissa I will PM you screenshots of this proof along with my username at this site.

Best Wedgehead.

I received your screenshots and account details. We're going to review them and notify the casino rep. We'll keep you posted. 

Thanks very much Melissa.

Best Wedgehead.

The casino has been notified. We'll keep you posted. 

Thanks Melissa.

Best, wedgehead.

Thanks Melissa.

Best, wedgehead.

Hi Melissa, Hallmark has now completely removed my free chip, free chip winnings and my verification deposit of $30. My balance is now zero. I will PM you with the screenshots of this, along with the contradiction in the terms and conditions/live chat and the e-mail they sent me. They also claim that my deposit was a couple cents under $30, but it was not. I have the bitcoin history from my wallet showing that it exceeded that amount (at the exchange rate at that time) if I need to show that as well (even it was below, I should have been given the opportunity to add to the deposit so that it was at $30).

Best Wedgehead.

Hi wedgehead,

We've checked your email and we also received the email from the casino rep. 

The point is that the bonus is non-cashable and the bonus balance was removed therefore your withdrawal was rejected. The minimum withdrawal limit at the casino is 100$ which you didn't have in your account. 

Since you made the deposit, the casino acknowledged that and they are ready to give you the deposit bonus of 350% on your deposit. 

Hi Melissa, the casino removed my deposit. I have a zero balance. If the bonus was not cashable then why did they remove it ? It should have been left in my account and I should have been given the opportunity to get my balance up such that it was at $150 ? The 1st time they rejected my withdrawal the chip remained and so did my deposit. The 2nd time they completely zeroed out my balance so that the chip and my deposit are gone.

Hi Melissa, the casino removed my deposit. I have a zero balance. If the bonus was not cashable then why did they remove it ? It should have been left in my account and I should have been given the opportunity to get my balance up such that it was at $150 ? The 1st time they rejected my withdrawal the chip remained and so did my deposit. The 2nd time they completely zeroed out my balance so that the chip and my deposit are gone. Why the inconsistency between what they did the 1st time they rejected the withdrawal and the 2nd ?. Anyway, below is the redacted live chat which specificaly states that if I brought my free chip up to $100 and deposited $30 that I could withdraw. I am also showing that my deposit is gone. 350% of zero is zero (not that I would play it if I had my deposit still anyway).

They should have returned your deposit. Have you notified their live chat? 

 The live chat I posted earlier very clearly states I finished the playthrough and that I just needed to bring my balance up to $100 (which I did) by winning and then make a depost of $30 (which I did) and then I could withdraw $130.They did not honer what I was told. Instead they cancelled my 2nd withdrawal and zeroed out my balance. By the way, for your information, the minimum withdrawal from Hallmark is $100, not $30. Since the casino will not honor what I was told, it means that I do not have the required $100 withdrawal amount. As far as I'm concerned, I am owed $130, not $30 - I specifically asked what I needed to do in order to make a withdrawal and I executed these instructions. That is, my $30 deposit was based on the fact that I was told that if I brought my balance up to $100 and made that $30 deposit, that I could withdraw it. Therefore I am not going to contact Live Chat - I will not validate HallMark's fraudulent behavior by asking for my $30 deposit when I am owed $130. You may close this case if you wish. As far as I am concerned, I was cheated by Hallmark. You are more than welcome to your own opinion Melissa - the live chat is plain to see and it is very clear what had to be done to meet the requirements for withdrawal. Here again is what the live chat agent said word for word "As your current balance is $78.30, you have to play more and apply for the withdrawal once it is $100+"

Yes, We've read the chat transcript you provided us with. We also know that you needed to deposit 30$ in order to withdraw your funds. The casino needs to refund your deposit, we'll chat with them again. We thought they already did it since they advised us that you were now able to claim 350% bonus. This case will not be closed until we sort it out and we'll do our best to help you. 

Yes, you've made it clear that you think the casino only needs to give me back my deposit and nothing else, despite the chat being very clear on this matter and my phone conversation with Justin which I obviously cannot post here. What's strange is that even though you believe the casino should only give me back my deposit and that you think the chip is not cashable, that under this belief (which I disagree with) you don't think that the free chip, the free chip winnings, and the deposit should not be placed back in my account so that I can attempt to bring my balance up to $180, so that I can then withdraw $100 since my withdrawal attempt was based on the directive I was given during my live chat conversation and phone conversation - not to mention the fact that the first time I attempted to withdraw my free chip and free chip balance, they were restored to my balance when the withdrawal was cancelled, and then that policy changed on the second withdrawal attempt where everything was removed when the withdrawal was cancelled. Since you are only planning to lobby for the restoration of only my deposit, I am no longer interested in pursuing this case. Please close this case.

Thanks for your feedback. Yes, I mean your winnings plus your deposit that you needed to make in order to cashout. We already emailed the casino earlier today and still waiting for their feedback on that. We asked them to put all your balance in your account since your current balance is zero. 

We'll keep you updated. 

Thank you Melissa.

Best, Wedgehead.

I have won at vegas rush i deposited $40 and received a coupon i played the play through which s still in my casino account i went way over the play and  my win is $440 i made a  withdrawal request  3 separate times they have all documentation but they give me a different casino host   and they make me start over they have acknowledged that i met the requirements and that i won i told them to redeposit the $440 back into my account so i can play but they are giving  me the run around Can you help me collect                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               i                                                                                      

Hi Anthony, 

Could you please private message me your casino username? We can notify the casino rep and see if there are any issues. 

I politely asked support via chat today my about my pending withdrawal. Since I've received no emails yet. He told me I had to send in documents I told him I had.... again. I submitted withdraw on 7th or 8th of August. He said it takes 7 Hopeto 10 days. I hope to be posting about my awesome withdraw experience soon...

Thanks for the update Josh Neumayer. Please keep us posted. 

I will don't worry. As someone who has deposited regularly for the past two years this is frustrating. I didn't have to wait this long for the first time I got paid  and I have never had to wait this long for any other casino. I also know casino tactics like making people wait or the fact I've received about three or four no deposit bonus chips from them but no email from support my guess in hopesI use that no deposit bonus code and mix my funds in which case they'd cancel my withdrawal. but I don't think there will be a problem because considering the amount of times that I have deposited which I have screenshots of as well as the fact that I have withdrawn before I doubt they will want to deal with the Hell I will raise on every forum I can find posting proof of them screwing over a very loyal patron so I'm confident it should go through eventually.

Still haven't received any type of email from the baking department. I received you want promotions since my last by email though. Live chat has told me they have my documents. unsure why I'm still in the dark on this

Sent this to vegasrush support email. 

Hello, Id like to start by saying i hope you guys are all well and you're familys are all healthy through this pandemic we are all experiencing. Also I'd like to say how much I have enjoyed playing here the past few years.

I am curious about my pending withdrawal and was wondering if there was anything you additional you require from me. Or if I need to answer any questions. I hope you have a great day.

Happy patron
Joshua Neumayer

Hi Josh Neumayer,

Thanks for the update. Can you please private message me the email address you used for the registration and your name so we can notify the casino rep and see when your docs will be verified? 

1. I received this email about 5 minutes ago but it explains nothing it just confirms I have a support ticket open which I already knew

Hello Josh Neumayer,

We've sent an email to the Casino Representative regarding your withdrawal issue today. We still haven't received a reply from them. We'll keep you updated.

thank you I just don't understand what could be taking so long to verify a player who's already withdrawn and been verified in the past

I just contacted live chat and was helped by Michelle. Was very polite and sincere and making me feel like the casino was going to make good. Said give banking 48 more hours to contact me assured that they would take care of me. As well as encourage me to ask for Michelle anytime I needed to deposit withdrawal or inquire about a bonus. I'll be honest when I do get my pay out the main reason I will continue to play here will be because of how polite Michelle was.