Mad Casino - Player claims that payment has been delayed.

After looking at lots of reviews about Mad Casino I am a bit worried they will do this to me.People are saying after they put up withdrawal pending they close down their accounts so I would like casino guru to help once again please as they are trying to say I sent all verification details to the wrong email address but they sent me 3 emails the day before stating they had received my asked for info and get back to me in 24 hrs which they didn't and when I then contacted them they say it was sent to wrong address.They also made mention earlier when I made a query about withdrawals that they don't send monies to Australia to our banking system. Thanking you Guru in advance.

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Dear sylv812,

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

Dear sylv812,

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.

Dear sylv812,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I did reply to the last post .I told you Mad Casino never paid what they owed so I just used what I had there

knowing I was never going to get the funds anyway.

Dear sylv812, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

No l'd never made any withdrawals prior and yes I finally passed the verification .

Without an active bonus.

I played one pokie machine.

I feel I am constantly repeating myself here in your above response it seems the casinos

are given too much afterall if we weren't using our money they wouldn't have a business.

Again , no Mad Casino did not pay me so I used the amount I had $400 and lost it there as I knew I would not go back there.

Thanks

Sylv812

Dear sylv812, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

I cant answer some of these as I don't remember only that I had never withdrawn it was the first time I was withdrawing. As I said I gave up and used the money as they were not paying .

Dearsylv812, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.