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I received an email from madslots on the 30 th jan stating they were shutting my account down as i had self excluded from a sister site previously ( i didnt know this) and that i will receive all my deposits back dating from 27 th nov 23 till 30th jan 24.

Going through my bank i have deposited a total of £1380, but in that time i sent my documents in to verify a withdrawal of £400 ( before they shut my account) so meaning i think i am due back £980. i have sent several emails asking for updates in the mean time and no one can give me any answers apart from its with the revelant department. Strictly asking can u give me a time frame or update.

Dear Brownie557,

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

• Could you please specify how many days ago was your refund promised?
• Was your account successfully verified already?

It’s quite usual for withdrawals or refunds 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 or refunds before they submit a complaint. Assuming that you have completed KYC verification successfully and had your refund 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

The email to say i am due my deposits back was dated 30 th jan(21 days ago) .. i also stated that my bank details have changed due to loosing bank card but didnt or have been asked for new details. I was verified when i put the withdrawal of £400 in and received funds the next day. This was before they shut my account down. Its the deposits of £980 i am due back stating in the email I received on the 30 th jan but since the email all i get back in response to my emails is that its with the revelant department

Thank you very much, Brownie557, 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.  

Hello Brownie557,

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

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.

ive had this email but no funds recieved as yet

Dear Brownie557,

Please proceed according to the instructions given by the casino. Let us know here with any updates.

Payment received £965 thank you so much for taking your time to help me !

Dear Brownie557,

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,

Michal, Casino.Guru