Mad Casino - Player's withdrawal is delayed.

Hi. I’ve played with deposited real money. No bonuses. I deposited a few thousands euro. I was happy to win big (razor shark) and have 7000 euro in my account. After a lengthy verification process I’m verified and able to withdraw. They state that it takes 36 hours or 3 business days. My request is from August 28th. I’ve send them several mails to request the money or an update. I get answers like; working on it. Many withdrawals. Working on it right now. But still no money in bank account and no confirmation of first payout.

To add on; this casino (I saw after verification) lets you withdraw 1000 euro at a time and maximum 2000 euro a week. With 7000 to go and still no movement I’m getting really frustrated.

Dear Nosrene,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi

my answers:

Have you made any successful withdrawals before?

no this is the first withdrawal

Could you please confirm that you have passed the KYC verification?

yes I have, it was fully verified

Have you accumulated your winnings with or without an active bonus?

without any bonus

Hi.

I just got an update from them. My winnings are 7000. I’ve deposited 2300. They now send me this.

Dear Rene,

I hope this message finds you well.

Following a thorough review of your account, we regret to inform you that we are no longer able to offer our services to you due to a breach of our Terms and Conditions.

We understand that this may be disappointing, and we sincerely apologize for any inconvenience caused. Please note that acceptance of our Terms and Conditions is a mandatory part of the registration process, and all users are expected to be familiar with them.

As part of this process, we have issued a full refund of your deposits totaling 2,300. These funds have been returned to the original payment method, and you can expect them to appear within 14 working days.

Additionally, your account has been permanently closed. Any associated contact information and payment methods have been blacklisted to prevent future activity and ensure compliance with our policies.

Thank you for your understanding. We wish you all the best moving forward.

Kind regards,

Mason

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Mad Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Mad Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Okay. You reach out to them or do I need to send this?

I have already reached them out, but I doubt they will respond since they have never replied on our website.

Update.

they promised to refund 2300 euros deposited by me. They funded 2050 euro which are now in my bankaccount. 4950 short of what they owe me.

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help. Best regards, Pavel K Casino Guru Team