Home Complaints Vegas Rush Casino - Player’s struggling to withdraw her winnings from No Deposit bonus.

Amount: €2,000

Vegas Rush Casino - Player’s struggling to withdraw her winnings from No Deposit bonus.

6.2/10 Questionable reputation Submitted: 26 Mar 2020 | Unresolved : 10.06.2020
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

61 days ago - 10 Jun 2020

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.

Written by Peter M
Casino analyst and complaint specialist
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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.

Automatic translation
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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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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

Automatic translation
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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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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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Hi Petruta,

Has there been any progress?

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Hi Petruta, 

Have you received your winnings? 

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No Unfortunately.

They no longer report!

Automatic translation
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Hi Petruta, 

Thanks for the reply, so is the $150 still in your account? 

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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

Automatic translation
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Ok, let's try to ask the casino for help. I would like to ask Vegas Rush Casino to reply to this complaint.

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

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