Vegas Rush Casino - Pelaajan ei pitäisi voida saada bonusta.

Dear Mandy,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind as to clarify whether you activated this bonus or not?

Also, you set the disputed value to €0 - could you please advise whether you accumulated any winnings with this bonus?

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

Yes, I activated the $75 bonus (it's visible in the screenshot I sent - above -) I'll send it again. (At the top, below the line that says "welcome" appears my Username: Lotus19 and next to $75 )

I also sent screenshots of the conversation I had with Vegas Crush support, where they say that in my country (Portugal) you can't get up and that it's just to play.

Did you see the screenshots I sent you?????

Sometimes it gives me the feeling that they don't read carefully what I write and what I attach. Thanks

Olá Kristina,

Sim activei o bónus de $75 ( está visível no screenshot que enviei - em cima -) volto a enviar. ( Em cima, por baixo da linha que diz " welcome" aparece o meu Username: Lotus19 e ao lado $75 )

Enviei tbm screenshots da conversa que tive com o suporte da Vegas Crush, onde afirmam que no meu País ( Portugal) não dá para levantar e que é só para jogar.

Viram os screenshots que lhes enviei?????

Às vezes dá-me a sensação que não lêem com atenção o que escrevo e o que coloco em anexo. Obrigado

..

Mandy, I saw that screenshot. I apologize for the misunderstanding, but you didn't provide any explanation of what the screenshot represents, you didn't mention that the bonus has already been credited to you, and you didn't specify its amount. I just saw a balance - it could be your deposit, it could be the bonus amount, it could be winnings you managed to accumulate. I wasn't sure, therefore I asked you, so I can understand completely what the issue is.

Now that I know that the bonus was granted to you, would you be so kind as to advise if you have already played with it and won something?

Could you please forward me the whole conversation between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Mandy, please, there is no need to post here a few screenshots repeatedly. I've seen these, and it's obviously not the whole communication between you and the casino I asked for. This evidence is essential, so please provide it as soon as possible.

I would also like to know which bonus you received - was it some special offer from the casino, or was it the regular welcome bonus which can be found in the promotion section? If it was a bonus presented on the casino's website, please post a link to it here.

Mandy, please, there is no need to post here a few screenshots repeatedly. I've seen these, and it's obviously not the whole communication between you and the casino I asked for. This evidence is essential, so please provide it as soon as possible.

I would also like to know which bonus you received - was it some special offer from the casino, or was it the regular welcome bonus which can be found in the promotion section? If it was a bonus presented on the casino's website, please post a link to it here.

Hi Kristina,

The bonus received was a welcome bonus.

Initially on your page (Casino guru) it said that you offered X Free Spins to play (no deposit required)

I registered on the site and via chat I asked the casino to give me the no deposit welcome bonus.

They asked me for my Username and email to check whether or not it was possible to give me the bonus.

I waited, until they replied and said " that's it! We credited a no deposit bonus to your account in the amount of $75.

After receiving this information (I went to check if the $75 was credited to my account), I asked "if I meet the bonus terms and conditions ( wager ) can I withdraw the winnings?

They replied that no, that unfortunately Portugal was not part of the group, where the winnings obtained with the welcome bonus could be withdrawn, adding that the bonus was only for playing and knowing the various games available.

Kristina, thank you for letting me know, if you understand everything now.

Olá Kristina,

O bónus recebido foi de boas-vindas.

Inicialmente na vossa página ( guru Casino) informava que ofereciam X Free Spins para jogar ( sem necessidade de depósito)

Registei-me no site e por chat pedi ao casino para me dar o bónus de boas-vindas sem depósito.

Pediram-me o meu Username e e-mail para verificar se era ou não possível dar-me o bónus.

Esperei, até que me responderam e disseram " já está! Creditamos um bónus sem depósito na sua conta no valor de $75.

Após receber esta informação ( fui verificar se os $75 estavam creditados na minha conta), perguntei " caso eu atinga os termos e condições do bônus ( wager ) posso levantar os ganhos?

Responderam que não, que infelizmente Portugal não fazia parte do grupo, onde se poderia levantar os ganhos obtidos com o bónus de boas-vindas, acrescentando que o bonus era apenas para jogar e conhecer os vários jogos disponíveis.

Kristina, agradecia que me informasse, se agora entendeu tudo.

I understand, Mandy. Would you be so kind as to clarify what outcome you expect from this complaint if you haven't touched the bonus at all?

Hi,

I think it's LOGICAL (am I talking to a robot?)

I want to know if I get the wager, can I withdraw the winnings!!!!!!!

Why do I ask this question? (I sent several screenshots of the conversation)

Because the Casino (support -chat-) told me that in Portugal, I couldn't withdraw winnings!!!!!!! (Sorry, but I feel like I'm talking to a little kid and I have to adapt my language so that he understands what I say, over and over again)

I'm starting to doubt, if you really solve something, or if it's just for your site's statistics.

Olá,

Acho que é LOGICO ( estou a falar com um robot? )

Quero saber se conseguir o wager, posso levantar os ganhos!!!!!!!

Porque é que faço esta pergunta? ( enviei vários screenshots da conversa)

Porque o Casino ( suporte -chat-) disse-me que em Portugal, não podia levantar os ganhos!!!!!!! ( Desculpe, mas parece que estou a falar com uma criancinha e que tenho de adaptar a minha linguagem, para que entenda o que eu digo, repetidamente)

Começo a duvidar, se realmente vocês resolvem alguma coisa, ou se é apenas para estatísticas do vosso site.

Hi Kristina,

Today i Spok by chat, with the Vegas rush support.

The agent Alex told me: see screenshot attached

First I would like to kindly ask you to adapt your language and be more polite. Keep in mind you are talking to the person you contacted for help, and who tried to investigate your issue and gather as much information as possible in order to find the solution.

Moreover, you have been informed that you won't be able to withdraw winnings from this bonus before you even started to play with it. Unfortunately, in this case, there is not much more we could do for you. I can only advise you to cancel the bonus and play with your own funds, so you will be able to withdraw your future winnings.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Good morning,

Kristina says:

"Furthermore, you have been informed that you will not be able to withdraw winnings from this bonus before you even start playing with it. Unfortunately, in this case, there is not much more we can do for you. I can only advise you to cancel the bonus and play with your own funds, so you can withdraw your future winnings."

That was the Casino's response.

To reach that conclusion, I didn't need your help.

I repeat: I am more and more sure that you do not solve anything, in fact, you use complaints, only to evaluate the casinos and give them a rating.

Close the case. It's no use asking for anything from you.

Bom dia,

A Kristina diz:

"Além disso, você foi informado de que não poderá retirar os ganhos deste bônus antes mesmo de começar a jogar com ele. Infelizmente, neste caso, não há muito mais que possamos fazer por você. Só posso aconselhá-lo a cancelar o bônus e jogar com seus próprios fundos, para que você possa sacar seus ganhos futuros."

Essa foi a resposta do Casino.

Para chegar a essa conclusão, não precisava da sua ajuda.

Repito: cada vez tenho mais certeza que vocês não resolvem nada, aliás servem-se das queixas, somente para avaliar os casinos e dar-lhes uma nota.

Encerre o caso. De nada adianta pedir seja o que for a vocês.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.