Hallmark Casino, VegasRush Casino Support and Complaints Thread

Sorry to hear that, bobovoz. The casino rep will be notified. Keep you posted. 

Hello, I have made two deposits at Vegasrush casino. One deposit is $30, the second deposit $37. I did not take bonuses for any of the deposits.

beforehand I read the rules, it says the following:

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.

Where it is clear that x10 is set only on condition of a deposit with a bonus. I played without any bonuses.

Just in case, I contacted the chat with this question, they answered me:

"gary: So if you make a deposit without any bonus the wagering will be 1 times the deposit amount only
Tsina84: If I win let's say $ 5,000 if made 50 dollars deposit, can I withdraw them?
gary: You can withdraw unlimited with the deposit only amount"

Thereafter I started playing. Won $1000.
I put 1000$ on withdrawal.
I received only $369. Although it is written that they withdrawn $1000 completed.

The support said that it was necessary to first contact the support and find out about the conditions for withdrawing money.
But I did this before the game.

I will send all info and screenshots confirming my words to the Lcb representative in private messages.

This place is a joke. I've never had more issues with a casino then this one. I am still waiting on a reply from their license regulators about my issue. That happened in Sept

Hi tsina86,

Could you please private message me your casino username and email address you used for the registration? We are going to notify the casino rep about your issue. 

sent, thank you.

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

Hi bobovoz,

The casino advised us that you had two accounts from the same IP address, we asked for the evidence. 

They also informed us that you didn't provide accurate details about your address, street, and house number. You should have provided all details they asked for so you could successfully pass KYC when you want to withdraw your winnings. 

So they get right back to you when they have a legitimate reason to cancel someone's withdrawal but when they're obvioulsy just trying to avoid paying you they just don't reply back. and why was it so easy for everyone just to let go. once they stopped replying everyone was like oh well. So why aren't they blacklisted? Is screwing over one legitimate player or not enough blacklist them. And why wasn't this pursued more

hi MelissaN I have sent all the necessary documents for check but I have not received a response from the casino,casino representative wrote to you that they contacted me via mail but this is not true I myself contacted them via chat and found out what documents are needed and where to send them I hope the casino representative will answer my question soon

Please keep us posted, bobovoz. 

Hi Josh Neumayer,

We didn't give up on your complaint still working on it. We reminded them that your case is still open and that we are not satisfied with their feedback. 

Hi Josh, 

The casino rep got back to us regarding your case. They advised us that your account was refunded on 10/5/2020. Have you received the refund on that date?

We still haven't got the precise info why their system raised a flag and what strategy you used and I doubt we will.

respected MelissaN I have sent all the necessary documents but the casino refuses to accept the certificate of residence in English they need a water or gas bill but the apartment is not in my name and we are given only such documents I tried to explain to them but they don't want to listen they just don't want to pay money invite a casino representative to this topic let him start answering here have already collected three complaints about this casino and not one unresolved

The attachment has been removed by MelissaN

Thanks for the update, bobovoz. Have they offered an alternative instead of a utility bill where they can see your address? 

no they offered nothing in return and you only need a utility bill I have provided a certificate of residence in English(did you see her)everything is written there my name surname residence address I do not understand why they do not want to accept this certificate we are given only such certificates there are no others

I apologize. The casino responded. Apparently, there was a misunderstanding. I started to panic ahead of time. Vegas rush casino figured out the situation. 

Hi tsina86,

Thanks for the update. Please let us know as soon as you get your winnings. 

We sent them this document you attached and asked if they can accept it. Let's see what they say. We'll keep you posted. 

Okay so I just got off with support for Vegas Rush try and get this resolved again and they told me that my withdrawal was canceled because I used bonus chips back to back way back in March nothing since March all my deposits have had no chips in between them whatsoever since March and this is what they wrote me why my thing was audited I don't see how this site is not blacklisted after continuously trying to explain to them and you can not strategically bet or find a winning pattern on a random number generated machine. It's not a thing there is no argument about it because it doesn't exist it is not something you can do

I don't care if they refunded my money I purposely waited to get my refund as long as I could because I knew they were going to say oh you got your refund so you can't complain now. that's a bunch of bull I don't care if I got my refund am they refunded my money so they could tell me I was s*** out of luck. So that has nothing to do with it I don't care that didn't resolve anything that didn't make me feel any better or less screwed over. so don't act like it's all well and good and resolved. fact remains they still screwed me over and didn't give an explanation and the explanation I just got was freaking retarded! but it looks like we're just going to go ahead and say cuz they went ahead refund of my money so it's all good right. I signed up on  PCB because I thought you guys would help in situations like this apparently I was wrong

Thanks for your feedback, Josh Neumayer.

As you already know we tried our best to get as much information as we could about your case and strategy you used and they failed to provide. We are happy that at least you got your refund thanks to us. We are keeping an eye on them and investing their T&C. 

Please note that we can't blacklist every casino at players requests.

So hey I guess congratulations to me then cuz I mustbe some kind of amazing intellectual genius to figure out the pattern for a random number generated slot machine!!  I realize you can't blacklist a casino at a player's request but you can blacklist a casino based on their blatant disregard for ethical practice. the majority of the things written on most of Vegas Rushs forums are negative including the fact that you are witness to them blatantly screwing over one of your members. As well as describing their terms as predatory to me. I do appreciate your help in getting my refund back. Although getting my refund back was never the purpose of my complaint does not mean it's not appreciated.  just because I'm upset doesn't mean I'm not a thankful. 

        You shouldn't blacklisted casino because a single request. But you should  blacklist one so your existing customers and new customers don't get screwed over by them.  But I'll let them read the reviews for themselves I guess or not. After all don't you exist to help people? It's obvious to anyone who reads reviews and research's this casino it's a place to be cautious of. So making it sound like it's just me is a bit much.  Of course what do I know about getting screwed over after all I got my refund back.....right!

Response from vegasrush support today. Along with my response.

Hi Josh Neumayer,

We appreciate your comments, opinions, and feedback. As I already explained it to her we are going to investigate their T&C carefully along with all unresolved cases. 

Thanks for sharing these screenshots with us. We're going to bring this to their attention since I personally don't understand what they meant by it will need more time to look into since you files your complaint on LCB. 

I appreciate it. Personally I don't understand any of it. It seems like they are grasping at straws for the reason they canceled it. Giving reasons from Saying I used two bonus chips in a row back in March despite countless deposits since with out a bonus being utilized. To accusing me of possessing an savant like intellect and capable of spotting the patterns a random number generator is incapable of having. And on my account on the site itself says it was canceled for wrong data. I am absolutely flabbergasted at the stupidity or blantant disregard for etical practice. 

    I absolutely meant what I said when I started the complaint I won't let this go. Vegasrush will be dealing with me until I'm 90 years old I don't care.

Joshua Wayne Neumayer 

Yep still here

Ok new email from vegasrush. I'm not sure but it sounds like they are finally taking me seriously.

Glad to hear that. Hope they will sort it soon. We'll work together and see if we finally get some relevant answers. 

Sounds great to me

dear forum you received a response from the casino on my question the casino is thinking whether to withdraw money or not ask a casino representative almost a month has passed the casino does not answer and does not withdraw money

Hi bobovoz,

The last update we got from the casino was that your account can't be verified until you provide a utility bill, they simply don't want to accept any other document for the address verification. 

On another note, they also stated that there are duplicate accounts using the same IP address (family members/friends/colleagues/neighbors) etc. and you will not be eligible to get a cash-out on welcome chips. 

then they wrote that a minimum deposit is required to withdraw money now they write that they will not withdraw money let them provide proof of a duplicate account

Yes, they provide several different possibilities, I'm usually confused, to be honest. However, they sent something but we needed more evidence regarding your case so we are waiting for them to get back to us on the proof of the same IP address. We'll keep you posted. 

Hello, again some misunderstanding.
I made deposit of $ 100, won $ 410, made a withdrawal.
More than a month has passed - I still haven't received the money.
The documents have been verified, before that money was already withdrawn to me.
In support each time they say that money will come soon, but more than a month has already passed.

Hi tsina86, 

Could you please private message me your casino username? We can contact the casino rep and see what happened with your withdrawal. 

Thanks for sharing account details with us tsina86. The casino rep has been notified. We'll keep you posted. 

Hi tsina86, 

We have just received an update from the casino rep. Namely, he checked with the casino banking team and they have sent the email to you asking for the bitcoin details so they can process the withdrawal. Please let us know as soon as you get your winnings. 

Hi tsina86,

Could you please update us regarding your winnings? We still haven't got a confirmation from you. 

Hello dear forum I have problems with the casino Vegas rush they have not withdrawn money for the sixth day,I registered in this casino through your forum received a bonus and started playing all was good I went to chat to find out how much bonus I have left to wager the operator wrote to me that there were 281$ left I played again and turned to chat again where the operator wrote to me that I won back the bonus and I can put money on withdrawal and also wrote that after three days how will they approve my withdrawal they will send a letter to the mail where should i enter my bitcoin wallet and they will transfer the money manually 6 days have passed they did not send a single letter there is no letter confirming the withdrawal of money and there is no letter where I must indicate my bitcoin wallet

I ask you to invite a casino representative for serious proceedings on this issue

user name casino beliro99

mail casino [email protected]

Sorry to hear that, beliro99. The casino rep will be notified. We'll keep you posted. 

Hi beliro99,

The casino rep advised us that you contacted them on March 2nd and you were informed to continue to play as the playthrough was not met but you never got back to them.

They now confirmed that the playthrough is met and you can send the documents on their email and make a min. deposit of $35. Once the documents are approved banking will contact to discuss payout options. They will also send you an email about the steps you should follow. 

respected MelissaN I sent the documents as soon as I put money on the withdrawal let them check their mail this is the first

second they wrote to me in the chat that I do not need to make a deposit how they write now in the chat they wrote to put money on withdrawal and as soon as they approve my withdrawal I need to write them my bitcoin wallet ,they did not write to me about any deposit I will not make a deposit since here on the forum players write that they do not return deposits let them withdraw me to bitcoin as they wrote to me please pass on what I wrote to the casino representative

thank you in advance

Okay, beliro99. We'll notify the casino rep and see what he says. I guess it is a verification deposit, we'll check with the rep if you need to wager it. We'll keep you posted. 

respected MelissaN they just wrote to me in the chat that i can't withdraw money as my country is not eligible for this bonus what is this anyway first they write to me that I can bet on withdrawal without making a deposit then the representative writes to you what I need to do to get the money send me a letter by mail which documents to send and what deposit is needed and now they write that I cannot withdraw money What is this casino

they are crooks thieves and liars

Thanks for letting us know. The casino rep has already been notified. Please wait until tomorrow when we'll have all the relevant info about your case. Keep you posted. 

good evening again I sent them documents again tell the casino representative that I will not make a minimum deposit since their operator wrote to me that I don't need to do it let them withdraw money to my bitcoin and close my account

dear forum please add this casino to the blacklist this casino steals money from players and constantly lies,first, the operator writes that I can put money on withdrawal without making a minimum deposit then it turns out that I need to make a deposit,the operator is responsible for what he writes

specially for the casino representative I will not make a deposit to your casino since they wrote to me not to do it and now shift from a sore head to a healthy one your operator misled me It's your problems

if you refuse to withdraw money as your operator wrote then all players can think that you stole them and you no longer have faith means your casino is scammers and liars

Hi,

This is what we got from the casino rep:

First of all what the player is informed is correct that we do not give cash out to the player's from Germany on Welcome chips however since this was not informed to the player initially I am ready to make this exception and that's why I informed the player to submit the documents and make a deposit of $35.

Secondly talking about the min. deposit I think we have spoken about this on several occasions that it's mentioned in the BONUS TERMS: Welcome bonuses have a maximum withdrawal amount of $100.00 for all NEW players. A minimum deposit of $35 will be required to honor the withdrawal.
Please tell the player to come on chat or call and ask for me (Elwin) & I will personally handle the case.

firstly i'm not from germany distinguished representative I am from Belarus

distinguished representative I'm tired of you repeating the same thing after contacting the chat, your operator wrote to me that I won back the bonus and I can put money on withdrawal DO NOT MAKE A DEPOSIT your operator did not write anything about the deposit then she wrote when will my withdrawal be approved i will have to send my bitcoin wallet and they will withdraw money to me manually to my bitcoin

I repeat again she clearly wrote that a deposit is not required to withdraw money if your operator is wrong, this is not my problem It's your problems the operator is your employee, which means he is responsible for what he writes so I'm waiting for the withdrawal of money as it was and written by your operator

Hi beliro99,

Okay. We'll check with them again if they can process your withdrawal without a deposit as they initially advised you, but if it is stated in their T&C that the deposit should be made then I doubt they will make an exception.

We'll keep you posted. 

I offered the representative a solution to the problem so that they withdraw $ 65 instead of $ 100 but he refused

their operator was wrong and I have to answer,please downgrade this casino