Mad Casino - Player believes that their withdrawal has been delayed.

Hello,

I signed up to Mad casino, made a deposit and received a bonus. I completed the wagering and have attempted to withdraw. My documents have all passed (fully verified). Withdrawal still pending.

I received emails beofre signing up about welcome bonuses etc. I signed up, deposited and passed verification.

My concern is I have read many reviews where UK players say mad casino don't accept UK players. After reading the terms and conditions more closely I see that they don't accept UK players.

Where do I stand as the casino sent me emails before signing up, let me register, let me deposit and I passed all my verification with a UK address etc. Is this right? Usually a casino would not let you proceed with registration

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Dear Maloney457,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

Withdrawal was rejected and account closed. Surly any casino wouldn't let you register if you didn't meet criteria? I think they do this to keep all of players deposits (who don't win) and anyone who dose, they know they can close account.

Firstly I received emails about welcome offers.

Opened an account, deposited and enter a UK number.

Passed all of verification with Uk address.

After completing all this my winnings was confiscated as I am from UK.

Dear Maloney457,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi there,

No withdrawal and my account was closed due to being a UK player. Have you read previous message? I have attached emails from mad casino

Dear Maloney457,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Mad Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Mad Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.

Karla