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

Amount: $307

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

6.2/10 Questionable reputation Submitted: 07 May 2020 | Unresolved : 10.06.2020
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

61 days ago - 10 Jun 2020

The player from Germany has completed wagering requirements for No Deposit bonus. Unfortunately, all the attempts for withdrawal were unsuccessful. 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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The USD 75 Mo Deposit Bonus was used. Wagering requirements were met. The casino was contacted several times and asked for payment. No reaction

Automatic translation
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Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found:

"If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

"The Casino will occasionally offer Promotional Coupons as "Free Chips". 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."

I wanted to check if Germany is listed between excluded countries, unfortunately, the live chat wasn’t available. I’m still waiting for their reply via email. 

However, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Please, could you confirm that you have never placed a deposit in this casino, and you have redeemed $75 Free chip? We will contact the casino right after your confirmation. Thank you very much in advance for your reply. 

Best regards,

Petronela


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Hello, I can confirm that .... neither a deposit was made, another chip was also not redeemed

Automatic translation
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Thank you very much Daniel for providing all the necessary information. I will now transfer 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 Daniel,

It is the same situation like in your other complaint. Let's try to reason with the casino.

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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, the complaint will become ‘unresolved’ which may negatively affect its rating.

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Hello Daniel,

I tried to contact the casino repeatedly, but it failed to reply. The casino already has several unanswered complaints. I’m afraid, there is not much that can be done without their help. 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. I wish I was of more help.

Best regards,

Peter