HomeComplaintsMad Rush Casino - Player's withdrawal has been delayed.

Mad Rush Casino - Player's withdrawal has been delayed.

Amount: €1,027

Mad Rush Casino
Safety Index:Above average
Submitted: 15 Apr 2024 | Case closed : 27 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Sweden had experienced issues with his withdrawal request of 1,027 euros from an online casino. Despite the casino's claims of waiting for their bank, the player's own bank had reported no deposit attempts. The player had confirmed that the casino returned his withdrawal to his player's account, and he had requested a new withdrawal. However, the player had reported that the casino returned the funds to his gaming account again. Despite our efforts to mediate, the player had requested to close the case before confirming whether the issue was resolved. As a result, we had rejected the complaint due to a lack of further responses from the player.

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6 months ago

I made a withdrawal on the 27th of March for 1027.10 euros, I have submitted all the documents they ask for but I still haven't received my money, the last I heard from them was yesterday the 14th of April where they claim they are waiting on return from their bank, I have been in contact with my bank and there have been no attempts to deposit money into my account

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6 months ago

Dear KalleAnka,

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

  • Do I understand correctly that the withdrawal is still pending inside your account without being processed?
  • Have you been advised why you can’t withdraw your winnings?
  • Is it an internal casino system issue, or it’s related to your account only?
  • Were your winnings accumulated with or without an active bonus?

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

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


Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.


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6 months ago

this is the last I have heard from them, they accuse that they are waiting for the bank to pay back money?

12 april



Thank you for contacting Madrush customer support.

 

We are still waiting for an update from the provider. As for now no returns have been received to us for now. We will let you know when we have an update.

 

If you have any further questions, please don’t hesitate to contact us. We are here to help!

 

Kind regards,

 

Amy

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6 months ago

Thank you very much, KalleAnka, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Mad Rush Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.


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6 months ago

Dear KalleAnka, 


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.


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6 months ago

Dear KalleAnka, 

I received a message from Mad Rush Casino stating that your withdrawal was returned back to your player's account. Can you please confirm whether is it accurate?

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6 months ago
Translation

That's right, I have requested a new withdrawal of 1027 euros

Automatic translation:
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6 months ago

Dear KalleAnka, 

thank you for your reply. We will now wait whether you receive your funds this time. Please inform me once everything goes through.

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6 months ago
Translation

Hello

I still haven't received my money, the new withdrawal was made on 24/4 at 08.37

Automatic translation:
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6 months ago

Dear KalleAnka, 

thank you for the update on the situation. It’s quite usual for withdrawals to take up to 14 days to get fully processed, and since your withdrawal was requested 6 days ago, let's wait 8 more days to see whether the funds arrive. I will now set the timer to 8 more days. If there is any new information, please do not hesitate to contact me.

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6 months ago
Translation

now it's a joke on their part, now they have put the money back in my gaming account and I have requested a new withdrawal today, this casino seems to put this in the system


please tap this rogue casino

Automatic translation:
Sensitive attachment
Sensitive attachment
6 months ago

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6 months ago

Dear KalleAnka, 

I will now contact the casino outside this thread and I let you know any new information once I receive it.

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5 months ago
Translation

You can close the case now

Automatic translation:
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5 months ago

Dear KalleAnka, 

thank you for your message. Do I understand correctly that the case can be closed as resolved because you received your funds, please?

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5 months ago

Dear KalleAnka,

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.

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5 months ago

Dear all,

we are rejecting this case because KalleAnka has asked us and becasuse we do not know the outcome of this case. There are no more responses to our messages and questions. Without KalleAnka cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.


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