Hallmark Casino, VegasRush Casino Support and Complaints Thread

all deadlines have passed where is my money

where is my money representative

Hi polerk77, 

Have you contacted the casino via live chat or phone as they requested? 

Hi polerk77, 

Just an update regarding your case:

The casino has provided us with the evidence showing that you were paid out on the 19th December and that they've also informed you about this via email. 

We now consider your case Closed. 

good afternoon casino withdrew only $ 100,I have another $ 300 in withdrawal withdrawal has already been approved but the casino cannot withdraw money from December 24 all withdrawal deadlines have passed

where is the casino representative let them answer where is my money all deadlines are out

I would like to say that Hallmark Casino is a false casino.  I was made to believe that I had made a deposit via my credit card for 30$ and it appeared to have gone through as the funds appeared in my account to play.  I spent several hours playing and thought that I had won $500.00. So I withdrew the funds and sent them all of my verification documents.  It was a week later when they came back to me and said that my credit card hadn't actually been charged and therefore I wasn't entitled to my withdrawal request.  When I went to check their withdrawal history and it clearly stated that the funds had come from a "Dummy Master" account.  How terribly misleading of this casino!  So they must hold out on making your definite deposit from your account untill they see if you had won and if you did try to claim your wins then they don't officially put the deposit through.  I'm curious how many people this has happened to?  And if you lose ..did the money come out of your account?  Is this all a scam?

Hi Melanie, 

We've sent your account info to The Casino Representative and asked to advise what happened. Keep you posted. 

Hello, I am also having an issue with a withdrawal that I requested for $2000 from Hallmark Casino. First they told me I did not have the correct paperwork and cancelled my withdrawal. I sent it to them again for a second time and than a third time and they cancelled my withdrawal again. I called and asked to speak to a manager and they do not work on the weekend. I will call on Monday and hopefully I can get my money and than cancel my account ASAP. I play at  of online casinos and have made many withdrawals but these guys are jerking me around like it appears they have done to many others on this site. If someone could help that would be great. Thanks

Hi Stevekol55, 

Please private message me your casino username so that we email The Casino Rep regarding your case. 

@Stevekol55 -Your account info has been sent to The Casino Representative. Keep an eye on this thread for the updates. 

Tania, I just want to provide some history. I won the $2000 dollars than it was cancelled and put back into my account because of lack of proper paper work which I had already sent so I sent it again 2 more times. Than they cancelled my $2000 withdrawal and only put back $1100 into my account keeping $900 for some unknown reason. I tried to call and could not get through and could not leave a voice mail either. I have played at many online casinos and no one has ever cancelled my withdrawal let alone keep a portion of it. I just want my money back so I can than close my account with this obviously shady organization. Thanks

Thank you, Stevekol55. We've already emailed the casino and now waiting for their response. 

Tania, I have been contacted by the casino and everything is being resolved. I am all set. Thanks

Hi Stevekol55, thank you for the update. Glad to hear that!

After reading these posts, it's disappointing :( I have been so patient in waiting for my withdrawal. The representatives are kind...but it's difficult not to get frustrated, as I followed every step promptly in order to get my withdrawal. It was approved on January 12th...I was told 7-10 business days and then after that they wanted my info to wire the funds to me, as that was my method of withdrawal. I sent that the same day requested ....on JANUARY 31ST...It's now February 5th and I was told by chat that due to the Coronavirus, my withdrawal has been delayed :s So let's say...it's seems you will get paid but it will take weeks :( This should be fixed asap.

Hi Marianne Genovese, 

Please private message me your casino username and we'll ask The Casino Rep to look into your account. 

1. It has been since Jan 31st and they're refusing to pay me in cash they're paying me in Bitcoin which I didn't even use for the deposit and also they said that I cashed in a $75 chip which I did not I used to 300% bonus and they said that the $75 chip had a maximum cash out of $150 and that's all they were going to give me !

It really doesn't make any sense this casino.

I would also like to stay at the Hallmark casino is only offering to pay me in Bitcoin even though I paid cash they said it's got something to do with this bird flu virus that their banking system is having troubles?

furthermore the gentleman on the phone stated that I would only be receiving $150 instead of the $500 due to the fact that I cashed in a $75 chip but I didn't cash in a $75 chip I used to 300% bonus!

Also I would like to state that it's been since January 13th since I first requested my withdrawal.

This casino is proving not to be very noteworthy!

I certainly wouldn't trust Hallmark Casino as I phone them this morning to dispute the $150 transaction and them stealing $350 from me and yet I receive a withdrawal confirmation today and there's no funds in my account!  furthermore the woman on the telephone told me banking wouldn't be in for a couple of days it's kind of funny how I just received a withdrawal confirmation notice this morning.

Sorry to hear that, Melanie Stuparyk.

Could you please private message me your casino username so we can ask the casino rep to look into your account and tell us what seems to be the issue? Hope it will be sorted and you'll get the answers. 

The covid19 virus could cause banking delays if their bank or the processors are located in China, Hong kong.

Why do I keep getting the "invalid game Id" error everytime I try to open a 3 reel slot ex. WINSANITY, 10X, 5X, Hot Hand.... It's been an ongoing issue for 3 days or more and the only feedback I get from tech support is too, log out, clear cache and cookies, wait 20 min and try again. Oh and use chrome! Uuggghhhh!!! Please help!! 

Thanks for letting us know. We're going to check with them what's the issue with the games. Keep you posted. 

I am unable to transfer my $ 435 credit to my account from https://jswqzs.com/onlinecasinobonusforum/direct-casino-support/hallmark-casino-intro/435#forum

Cheek ......

Please clarify

Hi Marcel Koch,

Could you please tell me if you have any issues with any of these casinos? Thanks

Hi Marcel Koch,

We're still waiting for you to tell us if there is anything we can do for you. 

Hi Tania, I thought I was all set but I am not they gave me my first withdrawal of $1250 but have been jerking me around ever since. I have a $2000 withdrawal that was approved 10 days ago and cannot get anyone there to help. They lie, misdirect and do everything they can not to pay. I have another $2000 waiting to withdrawal but I cannot because they have cleared the one already approved. They are the most agonizing, frustrating casion to deal with and I have dealt with alot. Can you please run this up the pole and hopefully you will have more luck than me. Thanks

Sure. We're going to help you. Could you please private message me your casino username? 

We got your account details, Stevekol55. We'll get in touch with the casino and let you know as soon as we hear from them. 

username gangstercasino777 i cant login this site/ is blocked please contact this casino, in the account i with draw $1200

The casino will be informed. Keep you posted. 

Melissa, just following up to see how long I will have to wait to hear back. They continue giving me the run around. The way this casino treats its customers is truly unbelievable. It is a wonder they have any customers at all. Please advise as I am getting tired of waiting to get my money. Thanks

I know you are tired but we haven't heard from them yet. We sent a few reminders but still nothing. We're going to send another reminder. 

Melissa, Do you normally have success in dealing with this Casino? I have gotten nothing but the run around with them and at this point have no recourse. Thanks for your help. 

They were assisting us in dealing with complaints and players got their money in the end. They changed their management now they are not so responsive. We sent another reminder today and still waiting for the feedback. 

They are truly the worst I have ever dealt with. At this point I really do not know if I will ever get my money but I have no recourse not even legal action, if I did I would certainly pursue it. I am amazed this casino is still in business as bad as they treat their customers. Thanks for your continued help but I really do not have much confidence in getting my money. 

Totally understand your point. We're going to send them the last warning. Wait until tomorrow maybe they finally get back to us. 

Melissa, Not sure if it will do any good but I have submitted a claim to the Malta Gaming Commission who oversees Hallmark Casino. Maybe they can do something? Thanks Again for your help.

It's good you did so. We emailed them as I promised yesterday but still nothing. We'll let you know if we hear back from them. Please also let us know if MGA sends you any updates regarding your case. 

Melissa, Just found out the license is with Curacao and not Malta. Based on what I found out they have no way to help when dealing with Casinos they license too. There are people been waiting years to get paid. This is simply crazy as I have always been paid in the past. Unfortunately it looks like I have no avenues left to pursue. Thanks for your help anyway.

We'll keep on trying to get to them. Keep you posted. Thanks very much for letting us know. 

It always goes slow when you file a complaint since they have lots of them to deal with but be patient. We're going to do our best to help you. 

Dear Stevekol55 and mastok666 we finally heard back from the casino. Namely, they couldn't share much info with us since your accounts are under investigation and they will get back to us as soon as they have more info. At least we got something. We're going to keep on insisting on answers until we get them. 

Melissa, It is just more smoke and mirrors. They have already approved my withdrawal a while ago. There is nothing to investigate. All my paper work was already approved as they paid me once already. They are full of lies and deception. Truly unbelievable how bad they are. Thanks for your continued help. 

Melissa, I sent them a nast email and told them I had put in a complaint with Curacao gaming commission who holds their license. Not sure it will do anything but I did let them know. I am normally very nice but I am just so frustrated with the way I have been treated that I am losing it. I know that I may not be able to do anything so maybe I should just continue to be nice. Any suggestions on what I should do next? Thanks

I don't think that would help, but I understand your frustration. It's not easy to be patient but you have to. We asked them again to resolve your case and give us the details about it but they still didn't get back to us with the details. We're definitely will keep on insisting.

Hallmark casino still owes me 1,175$ that were removed from my casino account without a valid reason. I made a 164$ deposit and got a 450% bonus in Hallmark casino on April 11th 2019. The bonus (BTC450) had a 15x maximum withdrawal clause. I completed the wagering requirement of that bonus on July 27th 2019. On October 13th 2019 I requested a 1,000$ withdrawal, at that time my account balance was 2,175$. On October 23rd  I received a payment of 259$, which matched the 1,000$ withdrawal minus the 741$ bonus.  I was expecting that my casino account balance should become 1,175$ after that withdrawal. Instead, my balance became zero and remained zero ever since.

Despite my inquiries with the support, I have not yet heard of a valid reason for voiding my balance. I've heard four different explanations: 1) because my bonus came with 10x maximum cashout rule, anything over the max cashout must be voided; 2) because I am entitled to only one withdrawal transaction following the completion of a bonus; 3) because I requested a payment of only 1,000$ for my first withdrawal transaction, while I had a chance to request a higher amount, thus the rest of balance is assumed forfeited; 4) because 1,000$ was “close enough” to the maximum cashout limit of the bonus, the casino may void the excess amount anyway.

All of those excuses by the casino are ridiculous. First of all, we have this dispute on whether a bonus had 10x or 15x max cashout limit. Of course you guys can easily verify that it was 15x not 10x, and I also have a screenshot to prove that it was 15x. The excuses #2, #3, #4 sound so rogue that they would be basically the pathway to blacklist of Hallmark casino, if it turns out that they indeed engage in such unfair business practices. Instead, I'm asking the casino rep: please reconsider the wrongful decision of your casino and pay me the remaining 1,175$, and we will consider this matter settled.

Hi Vladstud, 

Could you please private message me your casino username? We're going to notify the casino rep. 

Hi Vladstud,

Thanks for sending your casino username. The casino rep has been notified. Keep you posted. 

Hi Carmen, I have a thread going already but I have been trying to get a withdrawal for $2k that has been going on for a couple of months now. I was told that David was handling it but he has yet to contact me. Can you please help me get my withdrawal. Thanks