Hallmark Casino, VegasRush Casino Support and Complaints Thread

Thanks for your feedback Valery. We've already emailed them asking for more info but I doubt they will change their mind. 

And also so that everyone knows.
I can't catch this Elwin for two weeks.
Why am I ignored if they think I am a professional? Why have none of my letters been answered yet?
Why did they take my deposits? You can make deposits, but you can not withdraw money? This is called a scam.
I think many would agree that such a casino should be blacklisted.

Hi Valery,

We chatted with the casino rep and he explained that you were not eligible to play with your own money or with a no rule bonus but the standard bonus only. They also told us that even after they informed you of this decision you deposited for the second time without taking a bonus. It is their final decision and they won't do anything regarding this. We tried our best but I'm afraid there is nothing further we can do for you in this case. 

We don't agree with their decision, but they won't change their mind. We did our best. 

So just wondering if anyone else sees something wrong with this: I do understand in hallmarks terms you can't claim 2 free chips and be eligible for cash out but , a few days after I played through my free chip they sent me 100 free chip LOYALTY bonus which I played up to 400 and went to withdraw it but ooops I can't claim 2 FC in a row... but you sent me a loyalty without me asking or entering a code .... thoughts?

Hi Nickbcwp,

They shouldn't have sent you the promo if you are not eligible, but the promo emails are usually generic and they send them to their players without checking if they are eligible or not. 

Players should be careful and always read bonus T&C before claiming bonuses and make deposits. 

good evening i ordered a Bitcoin withdrawal in Vegasrush casino about a week ago ,
so far nothing has been answered by mail, it would be great to write to the representative and ask about withdrawal , thank you

Hi mullerchristoph,

Please private message me with your casino username and we'll notify the casino rep. 

to make long story short: Vegasrush doesnt want to withdraw my money , telling me te deposit again and play ,
all wagers was completed , deposit are maded , was confirmed by chat operator a week ago 

I had the opportunity for more than an hour chat with the support and each time receive new information about my withdrawal of funds, a week ago everything was ok, but now it started, I attached a screenshot of the transaction , my deposit , and chat correspondence, it's just amazing

We received your account details. The casino rep will be notified. Please keep an eye on this topic. 

Hi mullerchristoph,

Here is the update from the casino:

They advised us that you were playing on the welcome bonus and you raised a withdrawal. However, as per the terms mentioned on the account, the bonus is non-cashable hence he was told that if we will adjust the bonus amount out of the withdrawal the only thing he is left with $63 and the minimum cash-out we provide is $100. The casino have given him an option of a redeposit of $63 into his casino account. But he denied it already.

Since he is a new player I can make an exception for him and can give him a redeposit of $100 (in his casino account) if he wishes the same. Please ask him to get in touch with us over the call/chat and I will leave a note on his account so once he comes back he will get a redeposit of $100 in his casino account.

Yes I confirm that i just claimed this offer in Vegasrush , 100$ offer (cause I maded a deposit between these bonuses , so all looks fine) , i finished my playtrough today and make a new withdrawal request , I hope everything will be fine this time

Thanks for the update, mullerchristoph. Please keep us posted. 

Unfortunately they still haven't withdrawn a cent , they promised to contact me 10 days ago, I can say that they do not withdraw money even if everything is fine with your deposit and wager, I cannot recommend this casino, the chat lives its own life and the casino management live another..

Thanks for letting us know. We're going to check with the casino rep and get back to you. 

Three days ago Vegasrush operator promise me to escalate my case and contact with me on email , two days ago was the same thing , and today they said i need to find the Gary , account manager :D When i want to talk with him (as chat sugested me)he isnt available of course
P.s: this casino is a total scam and the last place on earth to play

Hi mullerchristoph,

We've emailed the casino rep again. Let's see what they say. :) 

Hi mullerchristoph,

We got an update from the rep:

As discussed, I got him his $100 in his casino account on Aug 7th. He was playing on that money and raised the withdrawal again. I will have his account manager to contact him and look into this at the earliest.

Please let us know as soon as you hear from them. 

Yes and this is a chat from 07.08.21 in attachements , i finish my wager and have enough money on my account to cover non cashable nodeposit and order a withdrawal on my Bitcoin wallet , so dont understand what they really want for now , will try to contact with them via phone

I can not get through to them , even after I have connected unlimited calls to mobile and regular directions of the US phones, the number is not available even after dialing tones (as see on attachements), could you ask them to provide any number of their account manager or any other please , so i can contact with them , because the 18885545557 does not work

Hi mullerchristoph,

This is what we got from the rep: 

Please inform the player to send the following documents in email so I can get his withdrawal processed.

List of docs:

1. ID proof - Driving license or passport

2. Selfie holding the same photo ID

3. Utility bill

Please tell the player to send the above documents on: [email protected] and wait till Monday for a response from banking as the team doesn't work on weekends.

Hi mullerchristoph,

Have you managed to get in touch with the casino? Please keep us posted. 

I won $600 on Hallmark casino but they never paid me. I made a withdraw and it said it went through but I contacted Hallmark the next day on the live support chat and they said I wasn't eligible to withdraw my $600 that I had won. The money was never put back into my account and I never received my winnings. So where did my winnings go? That's not right just keeping my winnings. Is there anything I can do about it? 

Hi Playinslotsbemythang, 

Did they state the reason why they couldn't pay out your winnings? 

Please private message me your casino username and email address so we can notify the casino rep. 

Because of terms and conditions. I claimed two bonus back to back. 

Have you claimed 2 no deposit bonuses in a row? We are still waiting for your account details. 

Yeah I guess so. 

We received your account details. The casino rep will be notified. Keep you posted. 

This is where they said my withdraw was successful but it wasn't and they said they weren't gonna pay me. 

Hi Playinslotsbemythang,

This is what we got from the casino rep:

The player was playing on multiple free chips. As per the terms, the cash-out is only given on the welcome chips (the very first chip that you take) and if you play on multiple free chips and raise the withdrawal request, the casino reserves the right to cancel the withdrawal and reset the account balance as it's not eligible to cash out.

So no free bonuses in a row are allowed, you need to make a deposit in between so you are eligible for free spins offers. 

Yeah that sounds about right. Okay well thank you for all your time. I appreciate you trying to help me out with this. Well I'll know better next time to read the terms and conditions.

Yes, you are right. You should always read casino T&C before you claim a bonus or get some free spins. 

I trying to withdraw from Vegasrush casino , last time they asked for a phone number, and bitcoin wallet, for withdrawal I sent this details to [email protected] and [email protected] .Bitcoin address could not be sent to them in the mail, since the spam filter did not pass it, so please, if not difficult to send it to them, still trying to withdraw funds from this casino.
Vegasrush customer: MullerMagic
Bitcoin wallet address: bc1qzn2dnkhjxs7rna20z2rdj9s6k3y60y9jjqjtdd

Hi mullerchristoph,

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

Hi mullerchristoph,

The casino rep informed us that you can expect the funds to be in your account within 48 hours. Please let us know as soon as the money reaches your account. 

I get many calls and texts messages from hallmark but never got my withdrawal...

Superblyserene username 

Did you speak with the casino about your withdrawal? We're going to notify them. Could you please also private message me your email address you used for registration? 

Hello!

My name is Michael! I have an account at the HALLMARK casino username "Grambert1micbig" I have the following situation, made a deposit, fulfilled all the conditions of the game and withdrawal of funds (provided all the necessary documents that were 

contacted the support of the bank and sent them all the data of the bitcoin wallet and so on) in the chat they confirmed to me that everything is in order and they write wait a couple of days and the funds will appear on your wallet. But they have been writing this for the third week! Wait for my questions in the chat again! They don’t write anything specific or anything! I ordered the withdrawal on February 16, 2022 today is already April 7! Is it really taking so long to withdraw funds? a casino with a good reputation, but in fact there are only negative emotions from waiting .. could you help me with this? my email is [email protected]! I would be very grateful for your support!

Hello Grambert1micbig888,

Sorry to hear about your withdrawal issues. We will notify the casino rep and get back to you soon. Keep posted on this forum thread please. 

Thanks for the help! Apparently the flow of large payments) your letter hastened my conclusion! I got paid! I am happy to continue the game, the casino has confirmed its reputation!

This is great news. Glad it all worked out in the end. 

Feel free to reach out to us if you run into any issues in the future. Cheers!

Hello! Again I want to complain about the HALLMARK casino... I ordered a withdrawal three times, before that I made a deposit of $ 100.. I played and won 700.. I requested the withdrawal of funds.. this week I received a letter that they could not process my withdrawal and that I sent my wallet address to return the deposit!

Communicating in the chat, no one can explain anything specific to me why and for what! I played a fair game at my own expense..risked my money...I got the impression that the casino simply does not want to pay me the funds and comes up with reasons that I do not understand...I ask you to sort this out please! I'm posting chat messages!

Hello Grambert1micbig888,

Sorry to hear about your withdrawal issues again. We will notify the casino rep and get back to you soon. Keep posted on this forum thread please. 

Hi Grambert1micbig888,

Please be advised that we have contacted casino rep and they have responded to us. It seems as though your account has received a system generated red flag. The representative will be in contact with the Concerns Team sometime during the coming weekdays to provide more details regarding your case. So keep posted for another update soon. 

Thanks for the help! I will wait for a solution to the problem..I did not violate anything...I made a deposit and played as always!

Hello, do you have any information about my problem?

Still not solved my problem?

Hello Grambert1micbig888, 

Please be advised that Casino Rep has responded and informed us that your account has been banned due to "unethical behavior". It seems as though you were purchasing/buying the spin feature from one game and using it in another game to get comparatively high winnings which is considered as unethical.

"Winnings derived from free spins that originated from a different game session or from an alternate source of account balance (e.g. start free spins with a deposit bonus and then switch to a deposit) are considered mixing transactional balances and therefore will not be honored. If the mixed transactions involved a real money deposit, then the value of the deposit can be reset to zero after consulting with customer service."

You are not eligible for your winnings. Sorry. 

Vegas Rush is a total scam site. Operating without a license and literally working from home. When you win they automatically cancel your withdrawal request and tell you to call them. I called the number and a man answered the phone you could hear his kids and TV in the background. Do not deposit there they only take your money. 

Hello Malaya Ramsey,

Thanks for sharing your experience with all of LCB members. We will try to reach out to them and inquire about this matter for you, and once we get a response we will let you know. Keep you posted.

Hello Malaya Ramsey,

Casino Rep got back to us and said that you need to finish your wagering before you are able to make a withdrawal request. 

Hope this will help.