Hallmark Casino, VegasRush Casino Support and Complaints Thread

Thanks for the update, beliro99. We'll let you know as soon as we hear from the casino rep. Keep you posted. 

Hello, About VegasRush casino. I made two deposits without bonuses: $40 and $46, I won $900 and made withdrawal request.

written $900 Completed but I got only $460.

I contacted to the chat for know what is mean?

They answered me: "And if you are playing without any bonus, you need to wager 10x on slots or 25X on table games and can cashout 10X the deposit amount"

But can not get me proof this rule.

I can see the simular rule only about bonus 10x.

"Maximum Withdrawal: Maximum withdrawal quantity is established only by the sum of the deposit. If the bonus stipulation has a maximum payout of 10x then a $100 deposit would have a maximum withdrawal amount of $1,000."

the rules say: "If the bonus stipulation has a maximum payout of 10x then a $100 deposit would have a maximum withdrawal amount of $1,000"

About game without deposit nothing says.

in the chat was told that:

"So if in case you do not play with any bonus, you're playing with less playthrough.. Rest all the terms and conditions are same"

"The terms for only deposit keeps changing and hence not updated but you can always check back with us for the same."

"The terms of max cashout is applicable on both the cases with or without any bonus claimed on deposit. This is the reason why we do not encourage our players to play without bonus as then they will be playing with 100% risk as we keep altering the terms for deposit only."

"Valery, it was and it will be added in the terms and conditions again Its just it has been removed temporarily and will be added with a slight change soon"

This is some kind of joke.

I believe that they are manipulating the rules on purpose.
I saved all the screenshots with the rules. I can provide.
They are obliged to pay the missing amount.

The full text of the chat correspondence is here:

Hi Valery Veleron,

Please private message me your casino username. We'll notify the casino rep about your post and see what they have to say. 

Hi beliro99,

We heard back from the casino, namely, they advised us that they already chatted with you about the issue and that they could not make any exceptions to the rule for the welcome chips. They also asked you to verify your account by sending a utility but since you failed to send it the only option you have is to make a deposit and withdraw your money. We did our best to help you but their decision is final and there is nothing further we can do for you. 

respected MelissaN I made a deposit yesterday via bitcoin and after that silence they wrote that as soon as they receive my deposit, they will immediately withdraw the money, but this did not happen

Oh, didn't know you made a deposit. We're going to check with them why you haven't received the money so far. 

Hi Valery Veleron,

We received your account details and notified the casino rep. Keep an eye on this topic for more info. 

Hi Valery Veleron,

The casino rep is looking into your case. We'll let you know as soon as we get more details. 

Hello dear forum I made a deposit as the casino representative wrote to me he also wrote as soon as they receive the money, they will immediately process the withdrawal of money but they never processed my withdrawal now the representative writes that you have to wait 3 days first he wrote that they would withdraw the money as soon as I make a deposit and now he writes something else let's already invite this representative here and let him be responsible for his words

Dear casino forum has gone beyond all imaginable boundaries I have deposited 35 $ to confirm my bitcoin wallet they took and debited my $ 35 deposit and wrote that this money is needed to withdraw $ 100$ what is this anyway where in the rules of the casino it is written that they take my deposit for themselves it says a minimum deposit of 35 $ is required to withdraw money but not how they take it for themselves it turns out they stole my money you can deal with this casino once and for all

Hi beliro99,

Did you have to wager the verification deposit of $35? 

respected MelissaN I didn’t play with this 35 $ I didn’t make a single spin,they wrote them off for a withdrawal of $ 100,where it says in the rules that they must write off my $ 35 to withdraw $ 100 to me,it says a minimum deposit of 35 is required to withdraw money,after i make a deposit they have to withdraw my $ 100 ,and I can continue playing for my $ 35 since my deposit was made to confirm my bitcoin wallet and for further withdrawal of money but not how they can write it off in their favor

Thanks for the info, beliro99. Yes, you are right they need to specify if the verification deposit needs to be wagered or it is given back with your winnings. We'll get in touch with them again and see what's going on. 

Hello

I was reading comments about this Casino and now I confess that I am afraid of them LOL ...

I have $100 that I won with a free chip ... Will it be that if I deposit $35 they will confiscate ?? Ha ha ha..

Have you requested your withdrawal? 

hello MelissaN ...

do you mean me?

I didn't request a withdrawal and maybe I won't do it ... I don't trust them..better keep my $35 in my pocket than throw it away ..

Yes, tiger30. I thought that you maybe requested it. Did they inform you about the $35 verification deposit? 

Yes MelissaN.. they told me it was necessary to make a deposit of $35 this information also appears under the terms of the Casino... I did a lot of research on several forums and this Casino is blacklisted in many places ...What is your opinion ?? Would you take a risk....

Yes, I wanted to check if they made any exceptions. It is stated in their T&C indeed. I would not take a risk. We had some problems with this group, they were also on our Warning list for some time. However, they are trying to solve players' complaints but there are still some issues regarding cashout. 

I think the problem with this casino is lack of money, that is, low revenue...

Hi Valery Veleron,

We received an email from the casino rep saying they have decided to pay your remaining withdrawal and you should receive it within 3-5 business days. Please let us know about the amount they are going to cash out. 

We asked the casino rep a few questions regarding the post and screenshots you attached to your post. Please keep us posted. 

Hi

I was talking to a friend and he instructed me to do all the necessary verifications including documents and after everything was approved to make the deposit ...

I am thinking of risking $35 ... maybe because it is a small amount I have a chance to receive 

I'll keep you informed until the end of this story...

Hi tiger30,

Thanks for letting us know. Sure as you wish. Please keep us posted. 

Hello. I ask for help. Played at Vegasrush casino again.

I played at their casino. Made the last deposits without bonuses.

I have made a withdrawal request $900. After some time, I found out that my withdrawal of funds was canceled. I asked in the chat, I was told that I had not fulfilled the wagering requirements. (I made the last deposit of $ 150 without any bonuses, but for some reason they demanded a wager of x10. But, since they told me in the chat that I had playthrouth $1480 out of 1500, I decided not to argue and just finish the game.)

Okay. This time I made a withdrawal request of $880.
After a while, I find out that my withdrawal was canceled and the money was not returned to the account!

in the chat they said that those who play without bonuses, but with their own money, cannot withdraw funds

I believe that they deliberately do not want to pay money and come up with ridiculous excuses.

Nowhere else have I experienced such difficulties.
I have never heard such absurdity in any casino.

I played with my own money and because of this I cannot withdraw money! this is sheer stupidity, it looks like a joke.

Hi Valery Veleron,

Please private message me your casino username. We'll notify the casino and check what they are talking about. It is impossible that you can't withdraw the money, plus you didn't even use the bonus. 

Thanks for bringing this to our attention. 

Hello friend .. forgive my intrusion but I had to have a good laugh here ...

Its history is bizarre ... a Casino saying it can't cash out because it didn't play with bonuses is unbelievable lol

my advice is that you stay away from these guys or you’re going to go wrong

Hi Valery Veleron,

We received your account details and notified the casino rep. We'll keep you posted. 

Hi I'm having an issue with a Bonus I just received.. I was offer a 300% no rule bonus.. after my 195$ bit one deposit was approved I hit up chat support to apply the bonus for me . Chat support kindly let me know that there was also the option of a 800% bonus ... I then spacifically asked chat if I could please read both T&C of both before I decided after providing my with them I choose to stay with the 300% bonus. After meeting the playthrough requirements I played a few hands of black jack nothing big 5$ 10$ silly stupid hands ...the countuined playing the slots the max cash out on the bonus was 2000 anything after that once I with drew would bring my balance to 0$ and I would lose the rest.... They are now saying that cause I play the black jack even tho it still after meeting the tool over it made my winning non redeemable .... Even tho the T&C that was provided to me in the chat had no excluded games and also the bonus being called a no rule bonus I feel like I've been miss lead... One rep did offer me a 300$ bonus chip to have a second chance at the requirements but would also have to clear me entire balance but I fell asleep on the rep so that was also the one that informatiomed me that my winnings where not redeemable... So when I contacted support again trying to resolve this matter they wanted not to do with me and. Didn't care to help at all  my user name is joeyskater16 and phone number is ********451

Hi joeyskater16,

Please private message me your email address you used for the registration and your full name and surname. We also need to know which of these two casinos did you play at Hallmark or Vegas Rush?

We'll notify the casino rep about your post and ask for clarification.

Hi Valery Veleron,

We have heard from the casino rep regarding your case, but we asked for more info about your case. 

We'll keep you posted. 

Hi joeyskater16,

We received your account details and notified the casino rep. Keep you posted.

Hi joeyskater16,

We received the info from the casino rep regarding your case:

1) As per the terms, the player is not supposed to play any table games with a no rule/no max bonus as its only for the slots and if the player continues to play a restricted game even after the play-through is completed, their winnings will be forfeited.

This sentence is from bonus T&C: Some games are not eligible for meeting Play-through requirements
Roulette, Craps, Baccarat, Pai Gow Poker and Pontoon Blackjack will not count towards play-through and are excluded from eligibility for No Play No Max bonuses.

Please tell me, did they answer anything?
They just don't answer my email.

They advised us that you are allowed to play with the standard bonus.

Take a look at what they said: she was playing with a standard bonus after that. But later she deposited and played on her own money. Please tell the player to come online on chat and ask for me (Elwin). I will be available between 7am till 4pm CST. She had $880 which was removed out of her account. She deposited $150 and was playing on it. I will be more than happy to redeposit her $150 and give her a standard bonus on it so she can play complete the wagering and raise the withdrawal on it. 

They claim that you were using some strategies while playing but we let them know that we are of the opinion that no player can beat the house and we do not believe that using any of the strategies can influence the gameplay. However, we didn't get any detailed explanation of what strategy did you use.  

Please get in touch with the casino rep as he advised in his email and see what he is going to offer. 

Hello Melissa my account name is Koeftele yesterday I signed up and win 6000$ and now they support tells me that my account was duplicated but a friend from me plays sometimes over the same ip Adresse as I did. So I send anything that proofs my identify to the customer support but I don’t have get any request ? Pls can you help me

Hi Étienne W,

I'm not sure that there is much we can do about your case since you have the same IP address as your friend. Please note that casinos don't allow two accounts with the same IP address.

However, we're going to notify the casino rep about your post. Please private message me your casino username and email address you used for the registration. 

Hey Melissa thx for your quick answer I don't know how I can pm you. 

my email is [email protected] 

AN: Koeftele 

and so I talk to my friend and he doesn't register from my IP address but we both play at the same time but from different accounts and on different devices. 
 
So i understand the problem because the casino must go to the security right lines, and I don't think That I do anything wrong. I was very happy because I never ever get in my life such big amount , and now 1 day after I won, is everything gone. 

pls Melissa help me 

Hi Étienne W,

I doubt the casino will do anything about it since there are two accounts from the same IP address but we'll send them your account details. Keep you posted. 

Thx for your support Melissa 

Hi 

We received an update regarding your case. This is what the casino rep says:

This player is from Hallmark and was playing on welcome chips and has an IP Duplicate, unfortunately, there's nothing much we can do in this case. Moreover, we get the IP duplicate on the basis of account creation and not on the basis of where is the player is playing. We can see that both the accounts were created on the same IP address hence they're not eligible to cash out on the welcome chips.

I haven't been able to reach Elwin for a long time. He's never in the chat. They don't tell me anything in the chat. And they never answered my email

Hi Valery Veleron,

We've notified the casino rep. 

Hi Valery,

This is the info we got from Elwin:

I have added $150 in her account with 325% standard bonus on it. Play through will be 20X on slots and 50X on tables (on deposit + Bonus). Max cash out will be 10X on deposit i.e. $1500 and player will have to return the bonus amount at the time of cashing out as the bonus given is not cash-able and has to be returned. Player cannot play the restricted games which are as follows: Roulette, Craps, Pai Gow Poker and Baccarat, Pontoon 21. Please ask the player to come online for instant chat help and anyone will help her re the playthrough or anything she would like to know. 

Please keeps us posted.

And what this?
I was withdrawing 880 usd, they want to give me 150usd * 325% instead of this?

The last two deposits were made without any bonuses. With deposits, the balance was 0 - that is, bonuses are excluded. 

I won 880 usd without any bonuses. I want to receive 880 usd.

They just come up with new excuses not to pay.

I know but the problem is that we never get clear answers on what strategies you used. They never provided us with the evidence. You won these 880usd with your own deposit? 

Yes, my own deposit

Thanks. We'll see what we can do but I doubt they would change their mind since they consider you a professional player and they won't let you deposit with your own money. The last time they sent this: Last time when we helped her with the withdrawal I did inform her that her account came under review and she was considered a professional player by the system and so she can only play with the standard bonus and she was playing with a standard bonus after that. But later she deposited and played on her own money.

We don't consider this a good business practise and we can't see the real reason why they consider you a professional player and why you can't withdraw the winnings you got from your own money. Moreover, they don't want to provide more info on this, they just say that their system discovers certain playing trends. 

We'll reach them again and see what we can do. Just please let me know if they credited the bonus Elwin mentioned. 

Keep you posted. 

This is a commonplace lie. They didn’t tell me anything like that. If they really think they are not lying, then let them show a e-mail stating that my account is under review and that I can only play with a standard bonus. They will not be able, because nothing like this happened. And it sounds like nonsense, I can't play in a casino with my own money ?! Absurd!

If they meant this. That was after I won money and put on a withdrawal and they canceled it! For a far-fetched reason. This is pure fraud. A casino like this deserves a black list.