Vegas Rush Casino - Player’s winnings from a bonus have been cancelled.

Deposited $50. Played well over the playthrough requirements. Won.

Requested $1903 withdrawal. Withdrawal cancelled because they say there was "unusual activity" on my account.

There was nothing but normal play. Raised my bets because I was hitting.

Apparently the "unusual activity" was WINNING.

They cancelled the withdrawal and want to only give me back my $50 initial deposit. If I violated some rules, why would they offer to refund my deposit?

Dear Russ,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please specify which bonus you redeemed? Did the casino inform you which rule was breached?

Could you please send me any relevant communication between you and the casino? My email address is kristina.s@casino.guru.

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

The only email I received was one telling me that "unusual activity" was flagged on my account. I did speak with online customer service last evening and was told it appeared that I was using "professional strategy".

Here is what customer service told me...... If the Casino considers a Player to be a professional (sharp), the Casino reserves the right to block the account. Also, the Casino reserves the right to invalidate all and any winnings and return the deposit to said Player.

We all would like to think we are Professional players, but in the end it is all about being on the right machine at the right time isn't it?

I believe the bonus I used at the time was a 500% match bonus, with a BitCoin payment.

My question is, why would they wait until I had won $1900 before their system supposedly detected some kind of unusual activity. Seems like they would have flagged me whenever this 'activity' started. Funny how they wait until I claim the withdrawal.

Thank you.

I would be happy to email you the online chat I had last night if you want the entire chat.

Russ

Hello Russ,

I apologize for my late reply. Please, forward the communication, if possible, so we can gather as much information about your case as possible. My email address is kristina.s@casino.guru. Thank you very much.

Kristina,

I am unable to locate that email. I am going to search for it this weekend and see if I can find it.

It is an old email address that gets hundreds of emails a day, mostly junk, and I quit using it quite a while ago. I will see if I can find it an forward it to you.

Thanks for the update.

Actually, I just found it. I have cut and pasted the complete email here.

Withdrawal(ID-34223) Cancelled.From:banking@vegasrushcasino.com <banking@vegasrushcasino.com>To********** < **********@aol.com>Date:Sat, Aug 8, 2020 11:38 am

Hi Russ

Greetings

We are writing this in regards to your withdrawal(ID-189958), we checked and found that our system is showing red flags on your withdrawal and unfortunately we will not be able to process your withdrawal. we would be happy to refund your last deposit. Please send us your BTC wallet address by that we can process the refund.

Regards

Withdrawal Team

VegasRush

Please feel free to contact any of our representatives to follow-up with your request as soon as possible.

Thank you very much Russ for the email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Russ.

I am very sorry to hear about your troubles.

The truth is that the casinos do not check all the players; they are running some checks only in case of withdrawal.

Could you please specify on which game you played and what was your betting pattern? (just by few sentences)

Thanks.

I was mainly playing Total Overdrive. I started out with small 50 cent and dollar bets and worked my way up to $5 bets. The machine was really hot. I got up to about $2300 and it started falling back. I decided to stop at $1900 because I knew that I normally keep playing and lose it all.

There was nothing unusual about it.

Here is a question for you. I just received an email about a 600% bonus that was being offered by VegasRush Casino.

Obviously, the VIP rep who sent the email made a huge error. He included EVERY SINGLE email address he was sending the email to.

Would it hurt, or help if I hit the "Reply All" button and send a reply to the host to ask why they are not paying out my $1900 withdrawal that was won honestly? Then every single email address would get this reply to the host.

I do not want to hurt my chances of getting my money, but I am not going to stand for being robbed of my money.

This should not happened to a proffesional but we are all just humans and people can make a mistake.

The game you played is probably not anyhow connected with this "unusual activity" and I want to ask casino representatives to explain what happened in this case.

I understand that this was just human error, however, I was wondering if I could use this to my advantage in order to get this payment made.

I really appreciate your help in this and of course I will wait and allow you to see what you can find out before we take any further action.

Thank you so much. Have a great weekend.

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’.

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.

I am very sorry Russ; I hope that the casino will reopen the complaint later and we will be able to help you more.