Home Complaints Vegas Rush Casino - Player’s withdrawal request has been denied due to the “mixing of funds” policy.

Amount: $100

Vegas Rush Casino - Player’s withdrawal request has been denied due to the “mixing of funds” policy.

6.2/10 Questionable reputation Submitted: 17 Oct 2019 | Unresolved : 10.06.2020
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

61 days ago - 10 Jun 2020

The player from United States accumulated winnings from a no deposit bonus. He requested a withdrawal and submitted all the necessary documents. Later, the player made his first deposit, and a 150% bonus was offered to him, which he accepted. Then the casino cancelled his withdrawal request, due to “mixing of funds” policy. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Petronela
Casino analyst and complaint specialist
Public
  1.  I played a $75 no deposit bonus of $75.
  2.  Minimum wager requirements were $1500. I wagered over $2300
  3.  My balance was $170.15 at time of withdrawal request.
  4.  Submitted all documents required, a screenshot of the balance prior to withdrawal request, and a letter asking to remove the $70.15 balance from the initial bonus.
  5.  When making my first $50 deposit a "no rules" 150% bonus was offered so I took the offer.
  6.  My withdrawal request was declined to so called "mixing of funds".
  7.  With database tracking, screenshot, and letter asking to remove the balance from the new player bonus money, there is no reason to deny the $100 request.
Public

Dear Hugh,

I’m very sorry to hear about your problem with the cancelled withdrawal. Please, see below what is stated in Bonus General Conditions on the website:

"Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Coupons or promotional offers cannot be united. If at any time this should occur, winnings may be voided."

Mixing deposit bonuses and Free Chips is not allowed. If a player is found to be taking a deposit bonus and not reducing their balance to $5 or less before taking a free chip all winnings will be null and void.

Could you confirm for me if you have received any kind of approval from the casino management? If yes, please forward it to me. Having this approval would be crucial, as, according to the terms, winnings may be voided if you have a pending withdrawal request at the time of redeeming another bonus. Thank you very much in advance for your reply.

Best regards,

Petronela

Public

Petronela,

 

You offered a "no rules" deposit bonus then contradict it by applying your terms to avoid payout. I sent you a screenshot of the prior balance when making the deposit and asked that the amount exceeding the bonus wagers be removed. All wagering and transactions are recorded in your database. 

 

If there is a mixing of funds it always exists. If any player takes a bonus when a deposit is made how do you track the two funds for the playthrough and withdrawal?  

Public

Dear Hugh,

I’m truly sorry about your issue. Firstly, please allow me to clarify, that I don’t work for Vegas Rush Casino. I am from Casino.guru and I’m here to help you, to resolve this problem. Secondly, please could you send me a link or a screenshot of a "no rules" deposit bonus that has been offered to you? I would like to examine all the relevant bonus T&Cs before contacting the casino. Thank you very much in advance.

Best regards,

Petronela 

Public

Petrona,

 

Link to deposit promos below. I used the 150% no rules bonus.

 

https://www.vegasrushcasino.com/#

Public

Dear Hugh,

Thank you very much for your reply. I contacted the casino.

Hopefully, together, we will be able to help you as soon as possible.

Best regards,

Petronela

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’.

Public

Petronela.

 

You may cancel this ticket. After re-submitting my utility bill and new drivers license, Vegas Rush had the audacity to asl for a photo of myself holding my drivers license. One think I will not tolerate is someone in so many words calling me fraud. liar. or identity thief. 

 

I do wonder what would have been next even if I had sent the  photo? Standing in front of my utility company with bill and a rep for another photo shoot?

 

I doubt seriously they ever had any intention of contacting you or settling anything. I seriously doubt any US player will ever be able to withdraw any winnings either. On a 1-10 I rate them a 0.

 

But Hey Thanks for your help.

 

Regards,

Hugh Childress

 

 

 

Public

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.