Pathetic, unreliable, inconsistent and no knowledgeable agents

I am writing to formally request urgent assistance regarding a withdrawal of my sons winnings from his Goldrush account. Despite the e-wallet showing as paid on 22 February 2026, when he went to withdraw the funds at an FNB ATM, there was no money available.

He visited the Goldrush store in Alberton, but staff informed him they could not assist and advised him to contact customer care via chat. Since then, his spoken to multiple agents with the following outcomes: First agent: said the funds would be reversed within 24 hours. Second agent: said it would take seven days. This conflicting information is extremely frustrating. His waited long enough and require immediate resolution. The amount owed to him is R2,800, which represents winnings he earned and have been trying to withdraw. 

He is requesting that Goldrush: Credit his account with the R2,800 immediately.

Provide a clear explanation of why this issue has occurred and why agents are giving inconsistent timelines.

For your reference, details of account holder will be given once someone with knowledge calls to.provide feedback and nothing other than his winnings.

Please treat this as urgent and provide confirmation of when the funds will be available, as well as formal feedback regarding this delay. Waited long enough and now I want to warn other players to stay away from goldrush.