Mad Casino - El jugador aún no ha recibido las ganancias.

• On September 6, 2025, I made a deposit of €70 at MadCasino.

• I then made a profit of €1,000 and requested a payout on the same day.

However, to date (September 17, 2025), the amount has not been paid out.

I've contacted customer support several times. Each time, I'm simply told to be patient. I haven't been given a specific reason for the delay or a definitive payout date.

Since the payout is already taking an unusually long time and there is no transparent communication, I am asking Casino Guru for assistance in clarifying this case.

Thank you for your help.

Best regards

• Am 06.09.2025 habe ich bei MadCasino eine Einzahlung von 70 € vorgenommen.

• Im Anschluss habe ich einen Gewinn von 1.000 € erzielt und diesen noch am selben Tag zur Auszahlung beantragt.

Bis heute (17.09.2025) wurde der Betrag jedoch nicht ausgezahlt.

Ich habe den Kundensupport mehrfach kontaktiert. Mir wird jedes Mal lediglich mitgeteilt, dass ich mich bitte gedulden soll. Eine konkrete Begründung für die Verzögerung oder ein verbindlicher Auszahlungszeitpunkt wurde mir nicht genannt.

Da die Auszahlung bereits ungewöhnlich lange dauert und keinerlei transparente Kommunikation erfolgt, bitte ich Casino Guru um Unterstützung bei der Klärung des Falls.

Vielen Dank für Ihre Hilfe.

Mit freundlichen Grüßen

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Casino Guru Team, unfortunately there are no changes and no reaction from the casino regarding my withdrawals

Sehr geehrtes Casino Guru Team, leider gibt es keine Änderungen und keine Reaktion vom Casino betreffend auf meine Auszahlungen

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I have not made any withdrawals from this casino.

I passed the KYC verification and it was confirmed on September 10, 2025!

I can't remember exactly but I think it was a 150% bonus

I've attached the screenshots. The casino sends me the same message every day and nothing changes.

Ich habe keine Abhebungen in diesem Casino vorgenommen.

Ich habe die KYC Überprüfung bestanden und diese wurde mir auch am 10.9.2025 bestätigt!

Ich kann mich nicht ganz genau erinnern aber ich glaube das war ein 150% Bonus

Im Anhang hänge ich die Screenshots an, das casino schreibt mir jeden Tag dasselbe da ändert sich nichts .

I received all the funds today, you can close the case

Ich habe heute alle Gelder erhalten sie können den Fall schließen

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika