Mad Rush Casino - Player faces non-response and withdrawal issue.

For the past 7 days, I have been trying to get in touch with Madrush Casino, but to no avail. My issue is that no one is responding to my claim for the undelivered free spins, and my withdrawal of 30 Euro has not been carried out.

Dear Svagasen,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Mad Rush Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you submitted your withdrawal request of €30?

Could you kindly confirm if you passed the full KYC verification?

Could you please give us more information about the undelivered free spins? Were they a part of a deposit bonus? If it's possible, please send me the link or the screenshot of the free spins promotion.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello! Thank you for getting hold of this! it is the withdrawal that is number 2. Then freespins when you have made a lot of deposits you get freespins in this case it says those who stay chill have done so for 7 days. In addition to these, approx. 30 free spins are missing. Not all my life, but right must be right, I would of course like to have my withdrawal of 30 euros. Sincerely, Tommie. Hope it helps you otherwise come back

I don't really know how to find KYC!

It's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

If you're unable to receive the free spins, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.

Regarding your withdrawal request of €30, have you received any explanation from the casino as to why it has been canceled?

Hello! They claim they sent the money but I haven't received it in my account yet.

Could you please specify the exact date when the payment was processed?

2023/12/22

2023-12-21... at: 10.04

We usually advise players to wait for up to 14 days after the payment has been processed for it to reflect in their bank account. In your case, the two-weeks deadline passed on January 4th. Could you please confirm if you have received your winnings by now?

Hello! I have not received any money👍

Thank you very much, Svagasen, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello! Thanks myself😊 a small question before I question another casino. Played Book of dead 0.20 euros collected on freespins together in 2201, my profit is then 44 euros.

Hello Svagasen,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mad Rush Casino representative to join this conversation and participate in resolving this complaint.

Dear Mad Rush Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello! Thanks myself😊 a small question before I question another casino. Played Book of dead 0.20 euros collected on free spins totaling 2201, my profit is then 44 euros. Could you take the time Stefan to answer this question as well

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.

Hello Svagasen,

I would love to respond to your questions but without the casino's cooperation, we cannot investigate further.

I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating 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. In the meantime, I recommend you contact the Estonian Tax & Customs Board – an alternative dispute resolution service (hasart@emta.ee) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the European Online Dispute Resolution entity itself (https://ec.europa.eu/consumers/odr/main/?event=main.home2.show). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru