Vegas Rush Casino - Player’s winnings have been capped.

Dear ValeryHelp911,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward your cashier and bonus histories to petronela.k@casino.guru and confirm that you haven’t activated any promotional offer?

I have checked Bonuses General Conditions, and this is what I found https://www.vegasrushcasino.com/bonus-conditions/:

"Maximum Withdrawal: Maximum withdrawal quantity is established only by the sum of the deposit. If the bonus stipulation has a maximum payout of 10x then a $100 deposit would have a maximum withdrawal amount of $1,000."

I couldn’t find a rule in the terms and conditions that would justify why the winnings from real money play have been capped.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sent an email to  petronela.k@casino.guru

Thank you very much, ValeryHelp911, for providing all the necessary information via email. 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.

Hi Valery,

I looked at your case and understand the situation. Firstly, your winnings from real play shouldn't be limited by the casino this way and secondly, the casino can't enforce a rule that isn't in its T&Cs. I will contact the casino and see if I can help. I would like to invite Vegas Rush Casino to the conversation to participate in the resolution of this complaint.

We would like to ask 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.

Hi Valery,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. Unfortunately, since the casino has no valid license, there is no licensing authority to turn to. I can only recommend you to read reviews of the casinos before you register and start playing in the future. I wish I could be of more help.

Best regards

Peter