Home Complaints Vegas Rush Casino - Player’s experiencing problems with contacting the casino.

Amount: €1,300

Vegas Rush Casino - Player’s experiencing problems with contacting the casino.

6.2/10 Questionable reputation Submitted: 04 Jun 2020 | Unresolved : 23.06.2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

48 days ago - 23 Jun 2020

The player from Spain is not able to get in touch with the casino. After we haven't received any answer from the casino for two weeks we had to mark this complaint as "unresolved".

Written by Nick
Casino analyst
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They have not contacted me and they do not respond to emails

Automatic translation
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Dear María,

Thank you very much for submitting your complaint through our website. I want to inform you that we cannot make a case solely based on what you are describing. If you have more information that would help our case, please forward them to me. Unfortunately, at this time, if we don’ have any evidence proving that something unfair is going on, there is nothing we can do. We can only test the casino’s support and mention the result in our review.

Please do not hesitate to contact me if there is anything else I could do for you regarding your complaint.

Best regards,

Kristina

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I see that there is no answer for my case, like other cases that I have already read, we will move on to a consumer complaint

Automatic translation
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María I am sorry, but I still don't know what your complaint is about. Is the problem, that you haven't receive your winnings yet?

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The problem is that I cannot contact them, I have sent my documentation for admission and it states that this email is not, that is, the only one they have


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This casino seems like a robbery, now they cancel my withdrawal and there is no balance anywhere file

Automatic translation
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Thank you very much María for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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Dear María,

Could you please provide more details since your complaint is not very clear yet. You stated that "there is no balance anywhere" – does this mean that after your withdrawal was cancelled, the money wasn't credited back to your player account? Did you receive any other email from the casino? If yes please send it to nikolas.b@guruadmins.com

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Good morning, I only received that email, the one I sent. Logged into my account and there is no balance, nothing

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Thank you for specifying your problem. Now I would like to ask Vegas Rush Casino to tell us what exactly happened and why did the player’s balance disappear.

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I have received no response of any kind from you or the casino

Automatic translation
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Please note that we always provide 7 days for casinos as well as for players to post their replies on our complaints in case they need to collect evidence.

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Good morning, no answer from the casino, I will go to consumer


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Unfortunately the casino hasn’t provided any answer on this case. However, I would like to ask Vegas Rush Casino again to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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Good Morning. Not resolved means that I am left with nothing and that there is no solution. I mean I know the casino gives the money. Large-scale fraud

Automatic translation
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Dear María,

In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.

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I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.


The casino can reopen this complaint anytime.


Best regards,


Nick