The player from Austria has requested a withdrawal, but it is still pending. We closed the complaint as ‘unresolved’ because the casino failed to reply.
Vegas Rush Casino - Player’s struggling to withdraw her winnings from No Deposit bonus.
Black points: 104
Amount: €2,000
Vegas Rush Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.1
Vegas Rush Casino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hi there
I played with the no deposit $ 75 and got my total over 4500 then I have paid out $ 2000 for 5 days but I get no answer from the casino.
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4 years ago
Dear Petruta Claudia,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you specify which bonus you have redeemed? I would like to check promotional terms and conditions. Additionally, could you clarify how much was your withdrawal request and if you have completed KYC verification successfully in the past? I hope we will be able to help you as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
So I signed up for the above casino and they give $ 75 free to play with.
I played with the money for many hours and thus also met the sales conditions.
Last I had $ 3800 in my account and then I raised $ 2000. In a few minutes I got a payment confirmation email.
Then an email where I was relocated KYC documents of course I immediately sent a pass copy account card copy address confirmation.
I then got in touch with the live chat who said in 24 to 48 hours that they will contact me but are already the payment date and 8 days today and no one has reported
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4 years ago
Thank you very much Petruta Claudia for providing all the necessary information. I will transfer now your complaint to my colleague Peter 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.
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4 years ago
Hi Petruta,
I looked at the casino's Bonus T&Cs and found the following condition:
"The maximum withdrawal amount for any free chip given is 2x the value of the free chip. For example if you are given a $100 free chip and request a withdrawal amount of $500, you will only be approved for $200."
Since you received a $75 free chip, the maximum you will be able to withdraw is 2 x $75 = $150. This is probably the reason why your withdrawal is delayed. I'm convinced it will be cancelled and your balance will be reduced to $150. After you successfully pass the verification process, you will be able to withdraw your winnings.
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4 years ago
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No Unfortunately.
They no longer report!
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4 years ago
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My casino conto is 0.
But with option my payments one sees the $ 2000 and on the right side it says that I can cancel it
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4 years ago
Ok, let's try to ask the casino for help. I would like to ask Vegas Rush Casino to reply to this complaint.
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4 years ago
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.
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4 years ago
Hello Petruta,
I tried to contact the casino repeatedly, but it failed to reply. The email has been verified, but nobody responded. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
Best regards,
Peter
