The player from the United Kingdom had self-excluded and MadSlots had agreed to refund his losses. The refund process was expected to have taken 10 days, but it had been almost a month with no resolution. The player had expressed frustration with the repeated unhelpful responses from the casino. Despite our attempts to mediate the situation, the casino had not provided any useful information or cooperated in resolving the issue. We had marked the complaint as 'unresolved', which might have negatively affected the casino's rating. We advised the player to contact the Independent Betting Adjudication Service (IBAS) for further assistance.
MadSlots Casino - Player's refund is delayed.
Black points: 285
Amount: £734
MadSlots Casino
Safety Index:Above averageSafety Index
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7.8
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
8 months ago
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10 months ago
I self excluded from a sister site and and mad slots have agreed to refund my deposits. They said it would take 10 days and is now almost a month, they just say the same response every time you get into contact and make no effort to return to funds they have already agreed to.
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10 months ago
Dear ewcornwell27,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed refund.
- Could you please advise if your account was successfully verified in the past?
- Have you been advised if there's anything else required from you to speed up the refund process?
It’s quite usual for funds to take a couple of days or even weeks to get fully processed, but one month 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
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10 months ago
Hi Petronela,
Unfortunately I cannot remember if I was fully verified on the company’s sister sites.
They have requested no further information from me since initial contact.
Elliot
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9 months ago
Thank you very much, ewcornwell27, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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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9 months ago
Hello ewcornwell27,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear MadSlots Casino,
Could you possibly provide additional information regarding the delayed refund and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
Dear ewcornwell27,
I am trying to contact the casino internally. I will let you know here with any updates.
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9 months ago
We appreciate your inquiry. Please be advised that all communication with our players is conducted directly through our designated communication channels. This ensures that we maintain consistency and efficiency in our interactions.
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9 months ago
Dear MadSlots Casino,
Could you give us an update regarding the player's refund status?
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Dear ewcornwell27,
I am trying to contact the casino internally. Are there any updates regarding the case from your side?
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8 months ago
Dear ewcornwell27,
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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8 months ago
Dear ewcornwell27,
The casino seems not to want to share any kind of information whatsoever. Is there perhaps any news on your side? If not, I will set a final timer on the casino.
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8 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Independent Betting Adjudication Service (IBAS) – an alternative dispute resolution service (http://www.ibas-uk.com/consumers/how-to-raise-a-dispute/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal V, Casino.Guru
