The player from the United Kingdom was waiting for a refund for deposits that should not have been taken in the first place. The refund had been agreed upon, but two months had passed, and the player had not received it. After the player's complaint, we reached out to MadSlots Casino for clarification and assistance. The player later received a partial refund from the casino's company. The player confirmed that the issue had been resolved, although the refunded amount was less than half of the total deposits. We had marked the complaint as 'resolved' in our system.
MadSlots Casino - Player's refund has been delayed.
Amount: £300
MadSlots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
They agreed to my refund as deposits shouldn't have been taken in first place but its been 2 months since the deposits and still no refund.
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8 months ago
Dear Elena1233,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MadSlots Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify how many deposits you made into the casino since November 27?
When was the last time you communicated with customer support regarding your refunds?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Multiple deposits were made in December with Google play mobile phone and via debit card (I've lost count but I think around 10) and I asked for a refund December too but this was initially declined in December by them.
I Recieved an email from them 2nd Feb to confirm they will send a refund. Since then I've emailed them every few days and when they do respond they say "we are sorry about this it's not our department, please wait".
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8 months ago
Thank you very much, Elena1233, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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8 months ago
Hello there,
Thank you Elena1233 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask MadSlots Casino for their help in resolving this complaint. We would like to know what is the issue with the refund and what can we do to help the player receive their winnings.
Thank you!
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8 months ago
Hi this has now been solved with them. Thanks for helping them reach out to me.
This can now be closed !
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8 months ago
Dear Elena1233,
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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
