Vegas Rush Casino - Player’s withdrawal has been delayed.

I work for the state of California and I work in home taking care of an elderly person for proof of residence I sent them a copy of my direct deposit I get twice a month with my full name and address right on it they accepted it before but now they tell me that they can't accept it it has to be a utility bill and this is after three weeks almost 4 weeks I'm telling me there was no problem now they tell me I just can't get it because I have no utility bill in my name my utilities are in the name of the person I work for

Additional comments from the player:

"I had gotten withdrawals with them before and sent them a document on my residence now they tell me they can't accept what I sent them before that it has to be a utility bill but in their policy they say a utility bill or recent document with my name and address on it that's what I sent them"

Dear Edna,

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

"The Casino reserves the right to require that further documentation is provided by the Player in order to complete the verification process where the Casino isn't able to check the Player's initial documents and identity completely.

Before a cash-out (i.e., withdrawal of winnings) can be processed, the Player must provide photo ID and proof of address for the purpose of confirmation. The Casino reserves the right to request additional information to validate Player identity."

We will contact the casino and ask for their cooperation resolving this situation, but, before we do so, I would like to know if I understood it correctly, that you live in this household with the person you are taking care of? Did you use the address of this household when you created your account?

I hope, we will be able to help your resolving this problem as soon as possible.

Best regards,

Kristina

I had gotten withdrawals before and my documentation was just fine and yes I said I take care of someone in his home and I sent a copy of my photo ID and a copy of my direct deposit I get from the state of California you can't get more proof of address than that

And another thing yes that was the same address I opened this account and my same number two

Thank you very much Edna for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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.

I sent them a photo ID with my name and address and direct deposit with my name and address and an insurance paper with my name and address all recent documents

I called to ask the status of my withdrawal they told me that they didn't see a withdrawal on my account but I was looking right at my account and it said withdrawal pending so then he put me on hold for 20 minutes and I heard nothing before I finally hung up

now it seems like I'm getting the runaround from you guys

Hello Edna,

Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case.

the casino told me they had to have a rent receipt this past Friday I sent them a rent receipt that's all they said they needed and that my withdrawal would be processed so far I've heard nothing

Hello Edna,

Is there any new information regarding your complaint?

They're still giving me the runaround they keep telling me I will be getting an email from the banking team I have still heard nothing

I would like to invite VegasRush Casino into this conversation. Can you specify where is the problem with player’s verification process, please? I will set the timer for 7 days so the Casino can provide a statement.

I sent them a photo ID a direct deposit from my employer with my name and the address on it and a rental agreement because my utilities are included in my rent

I just called the casino and I spoke to Robert he put me on hold and I sat there for 25 minutes before I hung up and then called them back I didn't get the name this time they put me on hold again for 5 minutes then came back and told me that they got my documents to give them two or three more days that's the same exact thing I've heard the last four times and I still haven't even received any emails from them at all

Dear Edna,

In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.

Dear Vegas Rush Casino, we can give you one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

They finally gave me my payout I guess they finally realized I wasn't going to let it go

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Juli