NightRush, Turbico Casino Support and Complaints Thread

Hello LCB members,

My name is Damir and I am representative of new online casino - NightRush

I've heard many good things about this forum. You are all welcome to enjoy our casino, I hope in future you will give us your suggestions, ideas, wishes to make it even better.

NightRush has more than 800 games from your favorite soft providers: 

Microgaming, NetEnt, Quickspin, EvolutionGaming, ISoftBet, NYX, Yggdrasil 

We have Slots, BlackJack, Roulette, Live casino... so there is something for everyone :)

Of course, in order to improve your experience, we are ready for critics as well, and if you have any kind of question/problem I will listen to you and work on it as soon as possible. 

Looking forward to hear from you,

Damir Djordjevic

Senior Affiliate Manager
 

Updated 21st May 2019: Turbico Casino added to the LCB lists

Hi Damir, 

Welcome to LCB forum. Hope you'll enjoy here with us. 

ah, a fellow countryman , welcome on board 

Hi Damir,

Welcome to the forum 

Welcome on board, Damir! 

Welcome to the best forum! Thanks for being here to assist our amazing members.

Hello people my name is tony i signed up on night rush casino i put 100 dollars on the account got the bounus so i ended up winning 2800 so i wanted to cash out they said i could withdrawl my money after i wagered 6000$ canadian so i wagerd the remaining 1400$ so then i tried to cash out i woke up in the evening with an email that they have confiscated (stole) my money and left me with my original buy in of 100$ they done this cause they said i raised my bet past 5$ i was betting 8$ side note that i have pictures of all these conversations with the night rush customer service please stay away from these crooks do not deposit money cause you will never see it again since when do casinos take your money because you bet higher? Its because i won !!!! Stay far away party poker is legit and actually pay you your money not like these thieves thanks for listening and stay safe out there in the gamble world sincerely one pissed off man thanks for your time. Ps if i do not receive my money in 2 days i will leak all the screen shots and destroy the scam you call night rush thanks and have a great day !!!

Hi there, sorry to hear you have an issue with Night Rush casino. I completely understand your frustration and if it would make you feel better, you're not the only one who had issues with White Hat Gaming casino group. Diamond7casino confiscated my money of €700 because I broke one of the bonus rules which was claiming the welcome bonus with Skrill deposit methode. I was furious when I got an email from them stating that claiming bonus with Skrill is prohibited. I mean why didn't you block the deposit methode from the bonuses then? White Hat Gaming casino group is no longer my favorite because of the crooked bonus system.

However, Night Rush casino is not a rogue casino and they do operate within the guidelines, max bet on bonuses is nothing new nowadays and they mostly stated in their bonus terms. We as player are obligated to read the terms otherwise this is an example when you didn't. I am afraid there's nothing you can do than to let this one go and learn from it. Good luck.

Sorry to hear that. We have a registered rep for Night Rush so we can get in touch with him and ask to look into your account. Please private message me your casino username.

Thanks. 

Hey Cloweslined1988,

We are very sorry to hear about your recent experience playing at NightRush. We do understand your frustration in this situation. At Nightrush like in many other online casinos, there are rules in place about the gameplay with bonus money. At NightRush maximum bet allowed with the active bonus in the account is 5$ and it is also stated in our promotion terms and conditions. We apologise for any inconvenience.

Cloweslined1988

Yes sorry for robbing me 2730$im going destroy your site with reviews funny you have all the hidden rules anyway i knew it was a scam site enjoy my 100

the last thing you should be doing now is to threaten casino with bad reviews.

If you broke the max bet rule then you really have no case here.

100% agree, I know this is frustrating and I've been there too so I know how it feels but the casino is not to blame here since the rule regarding max bet is there in their t&c's. Threaten the casino won't help your case. Take this as a lesson and read the terms first before claiming bonuses in the future.

@Cloweslined1988, please take a look at this sentence from their t&c:

17.5 Maximum allowed bet in Casino and Live Casino when having an active bonus is €5 per bet/spin. Larger bets or playing on games from Group D may lead to confiscation of the bonus assets, free spins and possible winnings during the bonus period.

With that said there's nothing further we can do for you. Please read the bonus t&c carefully before playing. 

Hey, so this is another sad story regarding Nightrush. I made a deposit, had some winnings. I then saw I had a weird bonus that I later found out was a free-spin bonus I didn't know existed. Because of this I contacted support and besides that asked what was needed of me to clear my bonus and by then, if still possible, cash-out. I got the list of what games not to play and the maximum amount to bet and played accordingly to that . I followed these directions, lost a big chunk of the winnings but in the end cleared the bonus. After this I tried to cash out only to be contacted by a representant from Nightrush claiming I had not followed the bonus rules, not stating what rule though, and had all my winnings removed. My username is Preben

Hello Frans,

Will check this immediately with our support.

Thanks,

Hello Frans, 

You were advised correctly that you have an active bonus in your account and that maximum bet with active bonus is 50 kr. We checked your account and we saw that you placed around 15 bets with higher amount with active bonus. Your winnings were removed and initial deposit has been left in your account to play more careful in the future if having bonuses.

I hope you will have no bad feelings to us, we have rules like all other casinos and terms and conditions that must be respected, read them carefuly, and you will enjoy your time playing NightRush.

All the best,

Yeah, I interpreted that rule being connected to the bonus. As you cannot clear bonuses from table games I assumed that the max bet rule did not apply to them. Note that 15 bets were incorrect (without gaining any benefit because that game did not help me clear the bonus) but all bets connected to the bonus were correct.

The rule is in it's way open to interpretations. It says that while clearing a bonus you can not make a bet over 50kr. But as it was a table game the bets were not connected to the bonus, I didn't clear the bonus.

It's pretty obvious that you have designed the system to maximize this kind of errors. I've had some bonus shananigans going on before on other casinos but this is by far the most blatant way of tricking customers.

The top of the irony is when not only one, but two, from your support encourages me to clear my bonus while already knowing that it is futile (we had some long conversations). This is the worst part in this and illustrates pretty well that there is a system you have in place in order to miss inform customers.

Oh well, there is not much to be done now. I'll move on and make sure Nightrush is not on my list of recommendations.

Peace

Hey Frans,

Will have to check everything you've wrote, and I will come back to you as soon as I get reply from our support.

Thanks again for feedback,

Once again, we are very sorry once again about your experience in our casino.

We will make sure to explain our bonus terms in more clear manner in the future. In our terms and conditions it states:
1) you are not allowed to bet on table games while you have active bonus in the account
2) maximum bet with active bonus in the account is 50 kr.

These terms are not hidden and can be found on promotion page under Welcome bonus promotion and also in General terms and conditions.

We provide all players with equal conditions in our casino and unfortunately we do not tolerate breach of our terms. We understand your frustration in this situation and we will take into account all your previous comments to improve our communication regarding bonus terms in the future.

I took sportsbook bonus (50%, up to 100e)

I made 2 bets, both 150e (max bet with the bonus is 150)

Nighrush terms says :

" 15. Real money is always used before bonus money when playing with an active bonus on the account."

So my first bet of 150e was 100% with real balance, and second one was 50e real money and 100e with bonus funds.

I managed to win with that first bet (100% real money) and lost with that second bet (50e real money and 100e bonus money)

Bonus was then "Finished" in nightrush's bonus section where player can see their bonus wagering status, status was "FinishedNoGains"

After that first bet won my balance was 322,50e. All that balance was real money balance and there was 0e on my bonus balance, no active bets or anything.

9 days later I went to gamble on nightrush's live casino side. If I would have had sportbook during that moment, it would have been impossible to play at live casino tables, because sportbook bonus funds are locked to sportbook section.
I managed to lift my balance up to 1408,50e. Then I desiced to verify my account and make 600e withdraw after I was told that my account is verified.

Next morning I got email that was saying that my withdraw is cancelled, winnings were confiscated and initial deposit is back on my account.

Nightrush is saying that I had active bonus on my account - I didn't

Nightrush is saying that I have not fullfilled wagering requirements - I had.

So they took 1208,50 with false accusations. I have all print screens to support my claim and during livechat session customer support said :

Glenn (10:32:44): Could you please clarify, did you cancel your bonus and the winnings got taken?
Harri xxx(10:32:54): No
Harri xxx(10:33:05): I didn't had any active bonus
Glenn (10:34:49): Yes, that's correct
You didn't have any active bonuses. Your last bonus was ended on 2019-09-05

username : haizuli90

HI hartza, 

We'll ask the casino rep to look into your case. Keep an eye on this thread for the updates. 

@hartza - We've sent a reminder email to the casino. Keep you posted. 

Hi hartza, 

The Casino Rep asked us to post their reply here in the thread, here it is:  

"Dear haizuli 90,

As we processed your withdrawal, we noticed that you have a bonus on your account. All our bonuses have terms and conditions that must be followed. You claimed Sports Bonus and by claiming accepted the terms of the bonus. One of the Sports bonus terms clearly states that the deposit and bonus amount must be turned over at least 6 times. However deposit + bonus amount was turned over only 1 time.

Also in our General Terms and Conditions it clearly states:

17.6 Before a withdrawal can be made, players must complete the wager requirement within the agreed timeframe upon activation of the said bonus. Failure to wager the bonus within this time will cancel the bonus, and the bonus, together with any winnings, will be lost.

19.10 In case of suspected abuse or fraud, NightRush.com reserves the right to suspend the account until the security department has conducted a thorough investigation of the case. NightRush.com’s decision in an eventual investigation is unanimous and final. NightRush.com reserves the right to deduct bonus and any eventual winnings generated from it and confiscate all assets on the account.

https://www.nightrush.com/fi/terms

That's why winnings generated with money which still had to be turned over to fulfil the bonus wagering requirement were removed and the initial deposit amount was paid back into your account.

You can withdraw your initial deposit now back to your payment method."

Hi,

I did on the 11th December a payin on nightrush without activating any kind of bonus or freebets. I was lucky and won over 7k during several days.

on the 16th I saw in my account a message about free spins for me. Without thinking to much, I redeemed the freebets and continue playing. At the moment my balance was almost on 7400, by redeeming the freebets I got 38 Euro more. So I continued playing. After a while I recognized, that I lost my luck and decided to payout 5000 Euro before losing everything. 

i made the request for the withdraw in the hope to get my money within the next days. Big surprise a couple of hours later, I got the information that I violate the bonus rule bla bla. So what I would like to point out is, that my winnings I had before accepting the bonus were all bonus free. Because of ridiculous 38 Euro you want to take everything? Pleased for an explanation 

Hi Darkic1987,

Please send me your casino username in PM inbox so that we can ask The Casino Rep to look into your account. 

Hi Tania,

wrote you a PM.

username: darkic1987

Hi,

what i would like to point out here is also, that my mails got ignores since almost 2 days.

Based on the T/C:

17.4 Maximum allowed bet in Casino and Live Casino when having an active bonus is €5 per bet/spin. Larger bets or playing on games from Group D may lead to confiscation of the bonus assets, free spins and possible winnings made with bonus money.

Input Support:

Bob (13:01:58): You started to wager them on 2019-12-16 12:16:44 UTC time (screenshot from the whole chat existing)

So:

1. Bonus Assets = Bonus Money for my understanding - My winnings started fromt the 11th (Paying) and until the 16th 11 UTC i had a positive Balance of over 7K

2. Free Spins and possible winning made with bonus Money: no new winning Made. Lost down to 5k which was my Withdraw request.

Note that i have reported the case to the MGA will report it to the ADR and the gaming comisson in the UK too.

Hi Darkic1987, 

Thank you for providing your account info. The Casino Rep has been notified. 
Please keep an eye on this thread for the updates. 

Hello Darkic1987

We have looked into the above and see that more than the max 5eur per bet/spin was placed while using the active bonus. The bet sums placed list can be found in your acc details.
We do understand that our team has been in touch with you to explain everything.

Should you still be unclear on this please let us know and we will have one of our team members get in touch again to run through the explanation of our terms and the 5eur max bet/spin term on an active bonus.

Hi,

you gave me until now 3 different reasons which I could refute. If you want I can post the chat history here. This is very unprofessional not having a proper answer for the reason and on my questions.

I asked for a detailed explanation based on my first payin until the first bonus I reedemed. Also I want to know on which timestamp I have violated from the whole history of my plays against rule mentioned in 17.4

You can't claim my whole money and winning before I redeemed a bonus. This is against your terms and conditions.

17.4 says that it may lead to confiscation of the bonus assets, free spins and possible Winnings. Which of this part does allow you to confiscate my balance with real money I had before redeeming any free spin?

please share the whole balance transactions including my value of the balance which is not visible in the account from timeframe of 11.12 until 17.12 in order to have it transparent and handover to ADR and my lawyer

Hello Darick,

Please can you send over an email with all requests and concerns to: [email protected]
and they will happily provide you with all the answers.

Hi,

first of all my name is not Darick.

Email is send - pleae put priority on it.

Intresting is also, that you changed the Bonus terms and condtitions by today ! 

Hi,

still dindnt got any reply on my mail.

regards 

Hi Darkic1987, 

Please have in mind that the Casino Reps / Managers usually do not work on the weekends. Please allow some time for them to follow up on your email / case. Thank you. 

Another day without a reply....

@Darkic1987- We'll ask for an update. Keep you posted. 

Here a copy of my mail:

Hi,

my Name is Darko, Username: darkic1987

as you can see in your/my history of the account, my winnings have been confiscated.
In the meanwhile i had multiple chats with the support team in order to figure out the reason behind and find a way to sort this out.
Unfortunately, none of the discussions led to a positive and satisfying result for me.

The reaons have been changed multiple times which is very unprofessional and not trustful at all.
On the fact, that you confiscated my money you should have a clear answer and giving all details, timestamps, violation + consider the terms and condtitions in place.
This was not the case during the last days.

Based on the first Mail recieved i have been informed, that my winnings have been confiscated due to a violation of the Terms and Conditions:

The reason was:

17.4 Maximum allowed bet in Casino and Live Casino when having an active bonus is €5 per bet/spin. Larger bets or playing on games from Group D may lead to confiscation of the bonus assets, free spins and possible winnings made with bonus money

After the first discussion with the support (BOB) i have been told, that i violated against a Bonus which was awarded and started to wager on the 16.12.2019 (12:16:44 UTC)

Bob (12:59:20): So,Darko, finally i have investigated everything, and regrettably, confiscation was fair
Bob (12:59:35): You have mistaken yourself a bit
Bob (12:59:42): Let clarify everything
Bob (13:00:03): So, the maximum bet according to our Terms and conditions is 5 euro
Darko (13:01:09): Why was it fair
Darko (13:01:14): can oyu just answer one question for me?
Bob (13:01:30): You have won 39,85 € from your free spins which need to be wagered 45 times
Darko (13:01:42): ok but tell me with the money i won before the free spins
Bob (13:01:58): You started to wager them on 2019-12-16 12:16:44 UTC time

What i would like to point out here is, that i had a regular winning from over 7k without any Bonus Money. Based your terms and conditions Listed in 17.4 say, that larger bets led to confiscation of the bonus assets, free spins and possible winnings made with bonus money.

Which of the part of the terms and conditions allowed you to confiscated my regular Money won between 11.12 and 16.12 i had before redeeming a Free Spin?
Its clear written in the terms and condtions, that BONUS Assets (bonus Money) FreeSpins and posisble winnings made with the bonus money.
After i redeemed the Free Spins, my Bonus Assets were € 39,85. This was also clearly sepperated in the Bonus Money and not marked as regular Money! I had a balance before redeeming the freespins of over € 7000.
after redeeming the freespins i lost down to € 5000 and requested the withdraw as i recognized that i am losing.

Later on the whole story was changed i got as a reason that i had an active Bonus when i did the deposit. That i had a remaining balance of 0,85 Cents which i had to wager 40x times

Kai (00:10:21): Even if it's 0.85 EUR it still counts
Darko 00:10:25): yes you claim in the whole time
Darko (00:10:40): 0.85 x 40 = 32 euro
Darko  (00:10:46): i am sure i reached this after the payin
Darko (00:10:50): and didnt violate

So, in order to have it transparent and trackable, i would kindly ask you to provide me with all Information i requested.

1. I would like to have a Transaction file from the Payin (11.12) until you confiscated my balance (16.12)
2. Please give me a clear answer and timestamp based on the file when and why i violated against the terms and condtitions
3. Why did you confiscated my Balance and not only Bonus Assets, Free Spins and Winnings made with Bonus Money.
4. Why do you have a Rule during Bonuses not allowing players to play higher bets then 5 euro?
If you allow it in general and the stakes of a Player are always high, why is there a restriction during the "Bonus"?

Based on my play history, you will see, that i always have high bets

To avoid any civil dispiute i asked for an offert for an compensation without success until now.

Please have in mind, that i will use this mail and your reply (if not satisfying) for a report to the ADR, MGA, Gaming Commssionn and my lawyer.

Thanks for your understanding

Hi,

just got the confirmation, that the confiscation was reverted and the money was booked back to my balance.

thanks for the help!

@Darkic1987 - Thank you for the confirmation, glad we could help. 

I am having my winnings of $19,400NZD confiscated because i used my partner of 8 years and father of my 3 childrens skrill account to deposit... Im currently still wrapping my head around this. As my mental state has become seriously fragile upon hearing this. Ive been encouraged to make sure this is the only outcome. Thank you

Hello Tess McSquizzy,

Please note that it's not allowed to use somebody else's account for deposits. This applies to all online casinos.

Did this happen at NightRush?

As per NightRush Casino T&C's, paragraph 'Depositing' it is clearly stated that you must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. 

2. The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.

We are in a reletionship. U cannot put 2 names on skrill at a time. We share our money/assets. Just as a joint account. Skrill also only allows one bank account holder just like 1 name.  I am confused as it isnt until i want to withdraw  the winnings from the deposit of my own money that it becomes a concern. If i hadnt made a withdrawl turbico would be keeping that deposit with no concerns. How is this a problem that affects the casino if i have permission from account owner even though this time it was my money from my account that went into skrill. Its my money. I didnt borrow or steal or simply use anyone elses money either. Like i said im confused as to why its a reason if it hasnt included embezzling or stealing or fraud or whatever.  

Also a paysafe is a third party.. U dont need to log in to a account in order to use the 16digit number..  Why would i assume then that  using the money i was paid to deposit would be grounds enough to keep my winnings from me as i was doing what u would do with a paysafe but via skrill. Would i also be denied my withdrawl if i had deposited via my partner and i joint account? 

Id also like to point out that i did not deposit with the malicious intent of deceiving the casino in anyway. Its my money. I had "permission" from account and i verified every other document that proves i am me so honestly i dont knkw how this can be treated so black and white

Hi Tess McSquizzy,

This is the rule at every casino that you must not use cards that are not in your name. I doubt there is anything we can do regarding this case. However, we notified the casino rep about your case. Let's see their comment. 

I just cant beleive its come down to something like this. But thank you for contacting the rep even if u felt there was not really a point 

Good day Tess,

Please note that according to our brands terms and conditions deposits made need to be done from your - which is in your name - this is stated in our terms and conditions as mentioned above. The terms reads as follows:

"The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts."

and can be found here:https://www.nightrush.com/en/terms.

Please note that this is an industry standard and there are rules that we as casinos need to abide by.

When creating your account the terms and conditions were accepted and therefore need to be adhered to please.

Regards

NightRush Team