Hallmark Casino, VegasRush Casino Support and Complaints Thread

My apologies I'm just super upset with the casino. I figured that didn't sound right. Again I'm sorry please let me know when they get back to you

i still haven't received the documents the banking department was suppossed to send to me yet. My account being flagged is just to vague a statement.

Still no word from the thieves that run Vegas Rush?

Hi Josh,

We got a feedback from the that your withdrawal was canceled as your account was under audit & raised a flag on your account. It's not sufficient info so we asked for more details on why your account was under additional checking. We are still waiting for that. 

Keep you posted. 

That makes no sense why would my account be under audit? I just withdrew a month ago and it was no issue.

That's why we asked them t provide more detail about your case and why your account is under investigation. 

We'll keep you posted. It's weekend so we'll probably hear from them on Monday when they are back to work. 

Am I correct not asking for my refund back until this is all resolved?

I also wanted to thank you for taking the time to get dressed for an issue and looking into it for me I very much appreciate that

Hi Josh Neumayer,

We'll see what they say first and give us a reason for further investigation of your account. We'll keep you posted. 

Hi Faithmerry,

The issue here is that you made a deposit of $30 and you should have played this before you claim $300 free chip. According to casino T&C you can't mix funds. Therefore, your winnings have been confiscated. 

Be careful next time. 

Have you heard any news from vegasrush yet?

We still haven't heard from them. We'll send another reminder. 

I REALLY GET THE FEELING THEY JUST DONT WANNA PAY AND THEY ARE TRYING EVERYTHING POSSIBLE NOT TO. ARE THEY MADE IVE HAD TWO BIG WITHDRAWALS IN A SHORT TIME. TGIS ALL SEEMS A BIT RIDICULOUS.

Hi Josh,

We emailed the casino asking for more details about your case and we are still waiting for them. Please be patient until we'll get feedback. I'm sure they will get back to us with an explanation. 

Hi Josh Neumayer,

We finally heard back from the casino. Namely, they haven't stated any solid reason why your account was under investigation, they say that it might be for many reasons such as playing pattern, depositing pattern but he could not say why exactly. The rep explains that when it happens their system just raises a flag and that is why your withdrawal was cancelled and your account under review. 

Really strange explanation, to be honest, I mean we got nothing actually. They do not know why your withdrawal was cancelled. However, a good thing is that they will refund your deposit. Our advice is to get your deposit first. You can also file a complaint to their licensor and see if they can investigate it further and find more details about your case.

We'll try to chat with them again about their T&C, strategies and try to get more info about the exact rule you breached, but I doubt we will get any detailed explanation. 

So basically I was right and they just don't want to give me my withdraw when they're finding a reason not to. Well that's fine they just turned themselves at a good internet bashing I will never play at that casino again and I deposited a lots of money. So for the answer they gave you being the most vague reason I've ever heard. And how can they even say they can't reverse it? There's a detailed log of every single spin I've made so you're telling me they can't backtrack and see what happened and put my money back on there that's a bunch of bu******. And it's not some kind of cool thing I get a refund. They ripped me off and stole 3 days of my life. I played on that $35 dollar deposit for 3 start days. What really gets me is HOW STUPID I LOOK. DEFENDING VEGASRUSH TO PEOPLE IN THE PAST WHO SAID IT WAS SCAM. I'D ARGUE AND SHOW THEM WITHDRAWALS. SAY TO THEM"VEGASRUSH IS LEGIT AND HAVE ALWAYS BEEN FAIR TO ME. THEY GIVE A VAGUE B***** NO REASON COPOUT  WOULDNANSWER. HOW IS THAT ACCEPTABLE TO ANYONE AS AN EXPLANATION FOR ANYTHING. SO I SUPPOSED TO BE THANKFUL FOR MY REFUND? YOU OWE ME THAT REFUND BECAUSE YOU WERE DISHONEST. I WANT A DAMN REASON. VEGAS RUSH PREPARE FOR HONEST REVIEWS ON YOUR UNHONEST ILEGITIMATE SCAM ARTIST CASINO. WHO HAS NO LOYALTY TO IT'S LONG TIME DEPOSITUNG PLAYERS. THIS IS COMPLETE BULLSHIT. I HAVE NOTHING TO DO WITH MY TIME BUT MAKE SURE THIS DOESN'T GO UNANSWERED. YOU'VE LOST A LOYAL PATRON. AND DON'T EVEN HAVE A ACTUAL ANSWER AS TO WHY. JUST. TELL ME WHY DO YOU KEEP SUCH GREAT TRACK OF ALL PLAYS MADE BY A PLAYER, YET HAVE A SYSTEM THAT APPARENTLY DOES WHAT IT WANTS REGARDLESS OF THE FACT I MET EVERY TERM AND CONDITION. SO YOU JUST MAKE SH******. THIS ISN'T A THREAT. I'M FLAT OUT TELLING YOU THERE ARE HUNDREDS OF PEOPLE YOU'VE S******* AND I'LL MAKE IT ALL HEARD. YOU THINK IT'S OK TO RIP PEOPLE OFf AND LITERALLY HIJACK THERE TIME? ....THINK AGAIN

YOU ARE THE WORST KIND OF PEOPLE YOU GIVE PEOPLE HOPE. YOU WATCH THEM SMILE AND FEEL LESS STRESSED BY A WIN. AND THEN YOU SCREW THEM OUT OF IT ALL. YOU MAY AS WILL MURDER A CHILD'S PUPPIE YOU TWISTED LYING DEMENTED THEIVES.

Oh ya but thanks the refund you provided after not doing your jobs correctly  you f****** jackals

Hi Josh Neumayer,

We do understand your frustration, and the casino is not right they need to provide the evidence of the breach of their T&C which we already asked for. They should not just cancel players' withdrawals without any explanation. We consider this action player unfriendly. As I already mentioned in my previous post we'll do our best to get as much information as we can regarding your case. We'll let you know if we find out something. 

I doubt they will change their mind and pay your winnings but let's wait and see what they will say. 

Ok so tell me what kind of sense this makes. I received a text from vegasrush to say thanks for depositing last month they have added a $50 dollar chip to my account.

HOW DO I EVEN START IF MY ACCOUNTS UNDER AUDIT WHY GIVE ME THE THANK YOU CHIP FOR DEPOSITING!?!? NOT LIKE VEGASRUSH WILL EVEN LET ME WITHDRAWAL IT. I MEAN COME ON IF MY ACCOUNT IS BEING AUDITED AND I CAN'T WITHDRAW HOW THE HELL IS MY ACCOUNT IN A POSITION TO GET A FREE CHIP? 

Thanks for letting us know. It does not make any sense. They should not offer any bonuses and we hope you won't accept any offers from them until they provide the evidence on why your account has been under review. We're still waiting for their reply. Keep you posted. 

Don't worry I have no intention of playing there till resolved. I have still not received my refund from them either. Up

Hi Josh,

We got feedback from the casino but we can't accept it as a valid one. They claim that you used some game patterns and strategies, but it does not make any sense, plus LCB considers it as predatory T&C. 

We asked them to refund your deposit immediately if they canceled your winnings and do not want to pay you. 

As I already tell you, you can file a complaint to their licensor and ask them to investigate it further.  

 I EITHER PUSHED THE BUTTON TO SPIN OR PUT IT ON AUTO SPIN FOR 15 OR SO SPINS!?! ISNT THAT THE ONLY WAY TO DO IT? SO WOW! IM REALLY BLOWN AWAY THAT THE ANSWER THEY GAVE WAS SO UNBELIEVABLY STUPID. SO BASICALLY I WON AND THEY DIDNT LIKE IT. WELL THEY LOST A VERY FREQUENTLY DEPOSITING PLAYER FOR TWO YEARS OVER THIS I HOPE IT WAS WORTH IT. I HOPE THEy REFUND MY MONEY AS WELL.

I am in absolute shock that there answer was basically I played to well...wtf

I pushed a damn button it's not some secret system.

I only played like 3 separate machines.lol

Could you please private message me the link to their licensing company so I can make a complaint.

After I receive my refund. I will actually log back into my account and completely delete it through live chat with the assistance of a customer service rep.

Hi Josh Neumayer,

We'll try to get your deposit back. 

I've sent you a private message. 

I read through their entire terms and conditions and took screenshots of everything pertaining to any type of withdrawal cancellation or betting strategies the only betting strategy it refers to is one on roulette there is no betting strategy for slot machines I spoke to live chat today again and I told them I'm not going to let this go my next step is to go and report them to their licensing regulators. I also informed them that to cancel a withdraw for strategic betting and not being able to explain to me what strategic betting on a slot machine is asinine. Regardless if it's written down in the terms or not and then I also ask them if it had a definition of what strategic betting was in the terms and the only one in there is for roulette. he asked me to wait another 24 hours I informed him I've have waited since the 21st of September he said please wait another 24 and let's see if we can come to a solution I'm not quite sure what that meansbut I think my point starting to get across so either they're going to change their terms and conditions to include slot machines which isn't out of the realm of possibilities or maybe they're actually going to help me out. I also explained to him that that means that anyone that deposits at their casino and plays a slot machine runs the risk of pushing spin and having a machine flag and telling them that they're playing strategically just cuz it wants to.    Pushing spin on a slot machine different wont win better there's no betting pattern either. They're probably used to people giving up but I'm not letting it go. I think they're starting to realize that I've got all the documentation I need to file a complaint since there's a certain amount requirements you need to be able to file one but I've got them all saved and ready to go . There was also a rule pertaining to professional gamblers or if they think you're a professional Gambler they can cancel your withdraw but considering I've had three withdrawals and total from their one of which was canceled I really doubt that could be the case so they need to they  need to see the problem and fix their system at flags stuff to do it properly. also there's a section of their terms and conditions that guarantees the randomness of their slot machines so what the hell

You are absolutely right, Josh Neumayer. We can't accept their explanation as a valid one since they can't prove anything, and we do not consider betting systems and professional betting as rogue T&C. 

We are still waiting for their feedback. Let you know as soon as we hear from them. 

I believe you used the term predatory T&C which makes sense cause they can prey on whoever with terms like these

This is ridiculously stupid this place should be blacklisted. And what's worse is no one seems to care they blatantly screwed me over and gave an excuse that the randomness of a slot machine makes impossible! Are they just ignoring you now? Because they have no legitimate reason. Blacklist!

We haven't got feedback on your case. We'll let you know as soon as we hear from them.

Well vegasrush seems to be taking it's time. At least they are showing how they really feel about loyal patrons.

Yes, we still haven't received any feedback. We'll send them another reminder but I doubt they will come out with some valid explanation. 

After I complete WR  I attempt payout and Send them ID and they send back telling me my birthdays don't match apparently they have march 2nd 1982 instead of may 2nd 1982.They tell me they can't do anything they can change my birthday but balance goes back down to 0. It's obviously a typo it's so close to actual b-day. I'm obviously not trying to lie about my b-day I sent photo copy of my id . Not a reason to withhold funds.

Sounds about right. Vegasrush has no stealing remorse stealing time and money from anyone. 

Hi Tony Wells,

As I already explained in a personal message, I doubt they will do anything about it since they consider it as wrong personal data. However, we can try so please provide me with your casino username so we asked them. 

Tw082

The casino will be notified. 

But will they care......probably not.

Will they figure out any reason not to pay you.......? Bet your ass they will!

So who do you complain about a license regulator to...lol geez 

I'm just gonna email when over and over too they respond...lmao

ok so I talked to them and they where going to trade my free and cleared $260 for a bonus to start back over. I was going to do it because why not thought it funny if I played through again and forced them to come up with another excuse. But oh no because I made this $260 of a free chip I couldn't even play with the bonus they where trading me for my winnings until I made another deposit because of back to back rule. LOL what a riot! AVOID AT ALL COST! They are in a I don't give a F attitude, I'm going to keep your money because apparently I can frame of mind!

So what's up can we please get this place blacklisted here! If this place doesn't deseve a "We advise you to find another casino" sticker who does? They astonished me in the care free way they told me they were swindeling me and there was nothing I could do about it. Then began to ignore me in chat while I was still being very cordial considering the situation. Then I started getting automated "we have several other members being helped" message in chat. FLABBERGASTED!

Have to agree with this guy 100% this place needs to be blacklisted they're screwing over people with free chips screwing over people who aren't using free chips apparently there's just no way to win there and when you do you just don't get your money because of some bull excuses they make up. How many times do they have to rip us off before they get blacklisted

And all though this was a free chip I won with. It came with a deposit bonus "FALL450" and I have made 2 deposits there. 

Dude I never even used a chip. And I think I've deposited their well over 50 times if not more in two years They canceled a $700 dollar withdrawl and said I was strategically betting. being able to explain to me how one strategically bets on a machine that's ran by a random number generator. Dumbest shit I ever heard in my life. But it gives them a free out to cancel anyone shit they want to. 

WERE NOT WHERE...

Hi Tony Wells,

Unfortunately, the casino can't do anything about it since you provided the wrong personal details which is a breach of T&C. They also confirmed that the date of birth was different on your ID and on the account. They also stated that they can reset your account details but they can't give you your winnings. This is stated in their T&C: the casino can close the account/void winnings if the player provides incorrect, misleading information while creating the account.

We already told you we doubt they could do something about it. Please be careful next time when you add your personal data. 

I love how Vegas Rush will reply to you to give you an acceptable answer on another player's account but will completely stop communicating with you when they know they're in the wrong canceling my account. the fact they haven't got back to you or try to fix this proves to me that they don't give a crap about the people that play there. they're licensing regulator did reply back to me and I have sent them over all documents so I hope I can get this resolved somehow since they seem to not want to. I stated before I don't give up easily and I'm not putting this away or Letting it go.regardless they still need to be blacklisted because they're still screwing over people and not giving valid points to why at least not in my case what you agreed with so I still don't see why there's not on some kind of list for be wary of depositing here.

You are right, Josh Neumayer. They are ignoring your complaint. Please keep us posted once you hear from the licensor. Good luck! 

I received this from vegasrush license regulators

Dear Joshua,

We have received all your emails and documents. We thank you for sending them over. We have contacted our Licensee and will be receiving all the needed information so we may review the issue. We will revert once all has been reviewed.

Regards

Complaints Department

Gaming-Curacao.com

Just an update!!

Thanks for sharing it with us. You should wait for their feedback now. Please keep us posted.

I will definitely keep you informed. 

good evening I have a problem with the casino Vegas rush they refuse to pay money,when I wrote to them in the chat to find out how much I had left to wager the bonus everything was fine friendly answers, etc.as soon as I have completed wagering the bonus and decided to withdraw money and then it began they wrote to me that I have an IP overlap and a double account I asked for proof but they refused,why when I contacted the chat more than once please note all was good as soon as I started a conversation in the chat about withdrawing money, they immediately wrote me a duplicate account et a representative provide evidence to this forum

mail casino bob*********@mail.ru

user name bobovozartik