Mad Casino - Pelaajien kotiutukset viivästyvät vahvistusongelmien vuoksi.

My problem with this casino is:

I have played a little, and I have made profits, having 2 withdrawals pending, one of €800 and another of €300.

Withdrawals are in process, waiting for my account verification.

Supposedly, this verification should take less than 48 hours, but right now it's been 83 hours since I sent my documents and still nothing.

I contact them via chat, and they tell me they're running late, that there are too many people, and they make excuses like that all the time.

Mi problema con este casino es:

Yo he jugado un poco, y he tenido ganancias, teniendo pendientes 2 retiradas, 1 de 800€ y otra de 300€.

Las retiradas estan en proceso, esperando por la verificación de mi cuenta.

Supuestamente esa verificación deberia tardar menos de 48, pero ahora mismo se cumplen 83 horas desde que he mandado mis documentos y aun nada.

Me pongo en contacto con ellos por el chat, y me dicen que llevan retraso, que hay mucha gente, y excusas asi todo el rato.

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

The delay is in verifying my account. Until it's verified, withdrawals won't be processed.

But I've seen a lot of reviews out there saying that this casino does this a lot, doesn't verify the account, and blocks it, preventing you from withdrawing the money.

Es que el retraso esta siendo en la verificación de mi cuenta. Mientras no se verifique no proceden con las retiradas.

Pero he visto muchas reseñas por ahí diciendo que este casino hace esto muchas veces, no verifica la cuenta, y la bloquea, impidiendote retirar el dinero.

Right now, it's been 150 hours, more than 6 days, since I submitted my documents to verify my account and proceed with the 2 pending withdrawals.

I'm still unverified.

Ahora mismo, han pasado ya 150h, mas de 6 días, desde que he enviado mis documentos para verificar mi cuenta y asi proceder con los 2 retiros pendientes.

Sigo sin estar verificado.

They've answered me and verified my banking information and residency, but I've entered the wrong ID number. I've sent them photos of my old, expired ID number.

So I'm waiting again to see if they're faster this time. In the end, between one thing and another, my withdrawals still haven't been processed.

Me han contestado, y me han verificado la parte bancaria y la residencia, pero me he equivocado de DNI, les he mandado las fotos del DNI antiguo y caducado.

Asi que vuelvo a esperar a ver si de esta vez son mas rapidos. Al final, entre una cosa y otra, mis retiros siguen sin ser procesados.

Thank you for keeping me updated.

• Have you sent your current, valid ID to the casino for verification?
• Has it been reviewed by the relevant department in the meantime?
• When was the last time the casino contacted you regarding the verification of your account?

Okay, I'm verified now.

My €800 withdrawal was cancelled because they say I earned more than I could have with the bonus, and they returned €500 to me.

I made a €500 withdrawal and the €300 withdrawal still hasn't been made.

Between one thing and another, my €300 withdrawal has been stuck since September 23rd. What surprises me most is that yesterday they canceled the €800 withdrawal, but they didn't cancel the €300 withdrawal either.

Vale, ahora mismo estoy verificado.

La retirada de 800€ me la han cancelado porque dicen que gane mas de lo que podia con el bono, me han devuelto 500€.

He hecho una retirada de 500€ y sigue sin hacerse la de 300€.

Entre una cosa y otra, tengo la retirada de 300€ estancada desde el 23 de Septiembre. Lo que mas me sorprende es que ayer me cancelen la de 800 pero la de 300 tampoco la hicieron.

I still haven't received any of the withdrawals.

Sigo sin recibir ninguna de las retiradas.

Thank you for keeping me updated. Please forward me all the communication between you and the casino regarding the delay in processing your payments and the verification of your account at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Well, I just received 2 emails, saying they are canceling my withdrawals, and now I don't have access to my account either, they have blocked it.

Pues me acaban de llegar 2 mails, de que cancelan mis retiradas, y ahora no tengo acceso a mi cuenta tampoco, me la han bloqueado

Thank you very much for sending all the email communications. I’m sorry to hear that your account has now been blocked. Could you please forward the entire email you received from the casino after your account was closed? Ideally, please forward the full message, not just a screenshot, so I can review it properly and check if the casino mentioned any reason for closing your account. Thank you for your cooperation.

Dear IAGOASPAS365,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.