Mad Rush Casino - Player's approved withdrawal not received.

I made two withdrawals, both of which were approved. However, only one of them made it into my bank account. The casino refuses to pay out, asserting that it was approved and that I should have received the funds in my bank account, which is untrue. I've been wrangling with them for over a month and have provided them with multiple bank statements. The casino also asked me to contact my bank and present a reference number, which was totally unknown to the bank. Madrush are criminals and fraudsters, stay away from them. They still haven't sent my money. I have all the conversations and attached files to prove their misconduct.

Dear Aki18,

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

• Do I understand correctly that your withdrawal has been processed but never reached you?
• Have you received the transaction tracking number from the casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

If you wish to forward any supporting evidence or relevant communication, my email address is petronela.k@casino.guru.

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

Best regards,

Petronela

Hello!

That's right they have been processed, but have only received a withdrawal. The casino claims that they have sent but in reality, they don't want to do it. They are real scammers. I have emailed all of our conversations.

Thank you very much, Aki18, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína (katarina.d@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.  

Dear Aki18, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Mad Rush Casino outside this complaint thread and let you know any new information once I receive it.

Katarina

Many thanks! Hope the problem is resolved.

Dear Aki18, 

we have received a message from Mad Rush Casino stating the case is being investigated. There is longer wait because of the complications regarding transaction via financial institution. We advise to wait a little longer and keep an eye on any updates from casino or bank.

Please let us know of any new development.

Dear Katarina

Thank You, i will update you when I get a response.

Hi dear Katarina

Still no response from them. ☹️

Dear Aki18, 

have you received your funds? Is there any new communication from casino?

I have contacted Mad Rush casino multiple times, but they stopped responding. I told them I will extend the timer by 4 more days, and in case they will not respond, I will be forced to close this complained as unresolved and their rating will decrease accordingly.

Hello dear Katarina

No have not received my money and they have stopped replying to me.

Hello dear Katarina,

I received a reply from them, and hope the money arrives in my account as quickly as possible.

Dear Aki18, 

Thank you for your reply. I am glad the casino responded to your request. Let's now wait for the withdrawal to be processed, and once you confirm the funds have arrived, I will close the complaint as resolved.

Dear Aki18,

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.

Hi Katarina

I have not yet received a response from Madrush casino. Can you check what's going on?

Dear Aki18, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I have contacted them multiple times, but they stopped responding.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Mad Rush Casino received a ‘4.2 bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.