Mad Rush Casino - Player's withdrawal of 300 euros is locked and delayed.

Hello

I was playing on Mad Rush and won in two rounds. One amount was 150 euros and the other was 300 euros. I made the withdrawal of both amounts on January 19, yet only one amount was paid out on January 22 (150 euros). I have been in email contact with support at kyc@madrush.com several times about why they are not paying out the 300 euros I have requested. The money is still listed as processing so I cannot even take it back to play with. It's locked.... I have submitted verification documents and they were confirmed satisfactory in an email response.

Here is what they wrote in an email dated February 1:

Thank you for your kind patience in this matter.

Even though we fully understand the inconvenience caused and appreciate where you are coming from, we strive to process your withdrawal request as quickly and efficiently as possible.

We are currently investigating the case to better understand where the funds are located, and this involves other responsible departments that we need to hear from.

We want to emphasize that your money is safe and understand the trouble this causes.

As soon as we hear from the concerned department, we will contact you immediately.

Thank you for your cooperation and patience in the meantime!

If you have further questions or concerns, you're welcome to ask. We are here to help you!

Now my patience is running out. I have never experienced it taking this long to get paid out winnings. What makes me doubt that I will get the money is that they were able to payout 150 euros within 3 days from withdrawal, but not 300 euros.

Dear MIOMIO59,

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

• Could you please advise if you accumulated your winnings with or without an active bonus?
• Which payment method you opted for to withdraw your winnings?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I have not used any active bonus. I have made the withdrawal through SEPA Direct Bank Transfers... then I could not make the withdrawals via Instant Bank Transfers as it was not available at the time when I made my withdrawals.

Estrella (Madrush)

31 January 2024, 20:29 CET

We will contact you from Madrush customer support.

We are pleased to announce that your documents have now been verified. If additional documents are needed in the future, we will get in touch.

If you have any further questions, please do not hesitate to contact our customer support. We are here to help!

Hello

Today I received an email from their support Chris asking if I had received the money in my bank account. I haven't received that, so I went to the casino page and checked and then they had canceled the withdrawal and put 300 euros back into my gaming account. Without explanation. I have now made a new withdrawal of 300 euros via Instant Bank Transfer, but I don't know if I will get them out there either. The whole process takes so long. I have to wait several days for a reply when I send an email. I want to know why I didn't get the money.

Thank you very much, MIOMIO59, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Det här mailet fick jag idag, men än har inte pengarna betalats ut.

Chris (Madrush)

7 Feb 2024, 09:45 CET

Hi Ingalill,

Further to our recent communication.

I can see that you have requested a new withdrawal via Instant Banking. We aim to process this for you today and it should take 1 banking day to show in your nominated account.

Thank you very much for your patience and should you have any further queries then please don't hesitate to get back in touch.

Kind regards

Chris

Hello MIOMIO59,

This is Dominika and from now on, I will be taking care of your complaint. Please update us regarding the status of your payment and if you still haven't been paid, I will contact the casino regarding this matter.

Best wishes,

Dominika

Casino.Guru

Hello

Now checked the casino payout page and it still says that it is under processing. Nothing has been done so far. And as you could see in the email I received from support Chris today, they are to be paid out today. But unfortunately nothing has happened yet

Unfortunately, they have not made any payment of my money today either. Now I demand that the money be paid out tomorrow, Thursday, February 8, so I have it in my bank account on Friday. I am so terribly disappointed with how the casino has handled my case for almost 3 weeks now.

I would suggest waiting until the end of the week to see the payment appear on your account. Please update us regarding the status of your payment at the end of the week and if you still haven't been paid, I will contact the casino regarding this matter.

It's the end of the week and I need the money by tomorrow Friday. Why are you also delaying contacting them regarding the payment. Strange, it has been 3 weeks since I made my first withdrawal of 300 euros

The money is still under processing, so no payment today either. I thought I would get help from you so that they pay out the money but you act like the casino, just move the days forward and nothing happens..... Are you doing this because you hope that I will eventually get tired and ignore the money, right?

We would like to invite Mad Rush Casino to join the conversation and participate in the resolution of this complaint.

Dear Mad Rush Casino,

Can you please provide an update on the status of the player's withdrawal request?

I demand an explanation as to why they are not paying my money..... Do I sit here and wait for 6 days before they possibly answer from Mad Rush..... which I don't think they will. I am frustrated and angry at the way you are treating me

Hello MIOMIO59, I hope you are doing well. We have received an update from Mad Rush Casino that you should have already received the payment. Could you please confirm that this is correct and that the matter is now resolved?

Hello

Yes, I got the money paid out on Friday

Dear MIOMIO59,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru