Home Complaints Vegas Rush Casino - Player’s struggling to receive his promotional winnings.

Amount: $2,000

Vegas Rush Casino - Player’s struggling to receive his promotional winnings.

6.2/10 Questionable reputation Submitted: 22 Apr 2020 | Unresolved : 24.06.2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

47 days ago - 24 Jun 2020

The player from United States has requested a withdrawal. He sent all the personal documents required for the account verification but unfortunately, the withdrawal is still pending. Additionally, the player complains about non-existent casino support. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Juli
Casino analyst
Public

I have played on a number of sites with poor customer service, but never a site that would simply not respond.  I verified all my kyc docs, followed the T&C's, have emailed ~3-4 times over last several weeks and no one has even responded.  I just receive an auto reply email with no info.  I understand this site along with their sister sites have a super slow payout process, but this is unbearable.  It shows why they promote such great bonuses with 300-700% match and 100-300 free chips...It does not matter if you never receive your funds.
I will see this matter through, but will not recommend or play on this site or it's affiliates moving forward.

Public

Dear Chad,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully? Was this your first withdrawal request in this casino? Furthermore, could you please specify how many days ago you have requested the withdrawal? 

It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Public

Dear Chad,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.


Public

I have submitted all my kyc docs and requested this payou over a month ago. I emailed a number of times, live chat which sends to an email link instead, and most recently called with a music recording playing for an extended time with no one ever answering. This is unacceptable.

Public

Thank you very much Chad for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public

VERY much appreciated!

Public

Could you please forward to me the email or screenshots of your communication with the casino?

You can forward it here: yuliia.k@guruadmins.com

Thank you in advance for you reply.

Public

Thank you very much Chad for your quick reply via email.  We will now try to get in touch with the casino and find out some information.

Public

We would like to ask the Vegas Rush Casino 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’ which may affect its rating.

Public

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.