Hello, when I made a withdrawal of 3000€ and I waited until today, 5 days later, they sent an email saying there was a problem. They asked me to send another account number from a different bank, and I don't know why they are doing this. When you gamble and lose, no one is there. I hope they pay my money.

Hej n?r ja g?rde utag p? 3000€ och ja v?ntade till idag 5 dagar dom skickar mil att de var problemet och dom vill att skickar annat konto nummer p? annat bank och ja vitt inte varf?r dom g?r s? man n?r spel och f?rlora se ingen ja hoppas att dom betalar men pangar

Dear Rafe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mad Rush Casino.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Do I understand correctly that the transaction that initially indicated a 'completed transaction' was not successful?
• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Yes hope to get my pangar so they sent now

Ja hoppas att f? min pangar s? do skickade nu

Dear Rafe,

Could you please update us regarding your withdrawal? Has the money reached your bank account, or were there any obstacles in receiving your money?

Please let me know.

Dear Rafe,

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.

Yes they received €3000 after 5 days but now yes winter €4400 that they pay to me and now a good 4 days and yes winter to get them

Ja fick dom 3000€ efter 5 dagar men nu ja vinter 4400€ att dom betalar till mig och nu gott 4 dager och ja vinter att f? dom

Hello again, yes, white, it doesn't take long until you get paid out from the casino and they see that there is a problem, they see that the bank is processing withdrawals

Hej igen ja vitt inte ta l?ngt tid till man f? utbetalning fr?n casino och dom ser inta problem dom ser att den bank behandlar utag

now they became strange when, yes, winter, others pay from them, the withdrawal is €4400 after yes she writes to them and they reply after 2 days she writes like this

nu de blev konstigt n?r ja vinter andra betalar fr?n dom utag ?r 4400€ efter ja skriver till dom och dom svarar efter 2 dagar skriver hon s?

Yes, I think that's strange, and the job

Ja tycker konstigt s? och jobbet

every time the same said and no money comes

varje g?ng samma sa och ingen pengar kommer

Thank you very much, Rafe, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Rafe,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mad Rush Casino representative to join this conversation.

Dear Mad Rush Casino,

Could you please clarify, what is the reason for the delayed payment?

Thank you in advance,

Mirka

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.

I have tried to contact the casino 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 Estonian Tax & Customs Board – an alternative dispute resolution service ([email protected]) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the European Online Dispute Resolution entity itself (https://ec.europa.eu/consumers/odr/main/?event=main.home2.show). 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka