Mad Rush Casino - Player's withdrawal is delayed due to technical issues at the casino.

Hi, I've been waiting for three days for my withdrawal, but nothing has happened. They're also saying today that they're experiencing technical issues with withdrawals.

Dear 2qnq9w58m4,

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 by 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

It's not about kyc yes I have requested withdrawal and it is still pending and now they say they have technical problems with withdrawal

No verification involved

They request documents before they can approve my withdrawals, what are the documents they want to verify my account

According to the Terms and Conditions:

4.2. IDENTIFICATION CHECKS

We are required to undertake verification of Your age and identity before allowing You to play. The Company reserves the right to conduct checks on all players using third-party vendors based on the information provided at registration.

However, the Company also reserves the right to ask You for verification documents upon making deposits or requesting a withdrawal. This includes but is not limited to requesting copies of photographic identification documents, such as a Passport, Identity Card, or Driver's License, and documents for confirming Your permanent residential address. At the very latest, the Company is obliged to request verification documents when You reach EUR 2,000 in cumulative deposits or withdrawals.

Have you tried sending your identity documents to the casino?

Dear 2qnq9w58m4,

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.