The Money Factory Casino - Player’s withdrawal has been delayed for two months.

First off I wanted to point out this complaint is about THE MONEY FACTORY CASINO! I COULDNT FIND THE CASINO IN THE LIST ABOVE SO I PICKED A RANDOM NAME TO SUBMIT MY REQUEST.

Okay the first issue I just wanted to point out the question that it has on here where do you live and I live in Oklahoma but the section where the drop-down menu button is for you the little box is is greyed out and will not let me change the state of which you guys asked me where I live I don't know how much of that actually matters at the end of the day but I just wanted to point that out.

With this complaint is about the money factory casino I have tried and tried to contact them in regards to $185 payment that I won legitimately on a kyc verified account may be withdraw on August 31st 2025 it is not November 7th 2025 I have made a complaint on trust pilot and they did reply saying that they would escalate it and that I would be paid and that they were sorry and that was about 7 weeks ago and I have still not received any correspondence I've also reached out to their online chat and support and I have not been given anything other than a generic answer first of all stating that we do not have access to withdraw section that they don't have any information and cannot provide any updates after that they also said initially when I first did my withdrawal that I would have my money within 24 to 72 hours when that time passed it then went to days and days to weeks and months to months each time I contact them they change their terms and conditions to at first it said it may take at 2:30 days and then the next time I contacted them after the 30-day mark they then said it will take more than 30 days and then the third time I contacted them they said it may take up to 90 days and they keep changing their terms and conditions and not have provided me with any of my winnings the next thing I want to point out is they had a withdraw opportunity to use your Skrill card and they claim that is their fastest payout method so I did elect to use my Skrill account for my withdrawal as it claimed to be the fastest I have looked and seen many many complaints about payouts taking one two three four months but that is absolutely insane I have contacted them many times to no avail so hopefully you guys can step in on my behalf and try to get this resolved.

My customer email address associated with my account is d********@***.com

Winnings amount is $******

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Dear Droc789, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MoneyPlay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

Katrina the casino that I'm making reference to is the money factory casino it just was not in your list so I had to use the closest one to it that particular one that I chose money play casino is not the one that I need to make the complaint about it is the money factory casino. It is a sweeps casino. And to answer your questions no I purchased my coin pack and I won my money with the purchased coin pack and to answer the next question I chose their preferred quickest method for withdrawal which was Skrill account and they said that it was okay to choose that even though I haven't used that as my payment method they said it was the quickest preferred method so I entered that information and then they said 24 to 72 hours over 3 months ago in the first email I got and I have never made any withdrawals from this casino before I have also posted a complaint on trustpilot and they said that they would contact me and they assured me my winnings would be sent to me and that was over 7 weeks ago.

Dear Droc789,

thank you for your reply.

I have found The Money Factory Casino in our database and attached it to your complaint.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Okay Katrina I don't have any transcriptions from my talk with the money factory though I have talked to them several times and they just give me the generic answer that they don't have access to anything in regards to the redemptions that they would forward my concern and they would get back with me but no one ever got back with me in addition to that I do have screenshots of the redemption that I made and that they were going to honor it and up to 72 hours and then I also made a review on trustpilot which I did get a response from them or somebody through the money factory in regards to my review and I'm attaching that as well the screenshots are kind of choppy so just do the best you can to read through it but basically where we're at is I just need you to get a hold of them to see why they haven't paid me as they're not responding to me they said in the response on the review I left that they would forward it to management and that it would be handled promptly and I never get anything in regards to that it's been over three and a half months and as you can see they said that it would be sent to me within 72 hours and they just up the time the more and more that I reached out to their support or live chat.

Dear Droc789

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Ok thank you for your assistance I hope this time I can get my winnings this is the third casino that has not paid me

Hello Droc789, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Also, what are the other two casinos where the withdrawal was unsuccessful and have you lodged complaints against those as well?

I’d like to invite a representative of The Money Factory Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Yes Matej I would appreciate that as I've been unable to get anything from there live chat than a drawn out generic comment about how they don't have access to redemption information and they started over the period of time by quoting terms and conditions saying may take upwards of two weeks then I reach out again then they show a piece from the same terms and conditions all the sudden it says up to 30 days I reached out the third time and they changed the terms and conditions to say may take OVER 30 days. Promised followups by manager never once have I have one email. Even I left the review on trust pilot and someone responded to the review promised I'd be paid and it would be escalated+ a manger would reach out and it never happened! The original redemption request said up to 72 hours initially. But if you look on trustpilot you will see that there are a whole lot of people in my same situation with generic responses promised manager replies promised of money being paid and promise of escalation to resolve situations but nobody gets any of the promises in addition to that they have over a $560,000 jackpot that is a progressive for the site and I'm really concerned about everybody that puts their money in on that cuz it's 10 cents extra for spin to opt in for the big jackpot I'm afraid they are potentially misusing funds especially for that particular situation because if they have such a problem paying myself and all these other people out a few hundred how are they going to pay out over half a million. Something to look at when you're on the site thank you for your time hope you have a good luck and resolving this matter for I am not going to get my hopes up

Good news! The casino representative responded to my message, and communication has been established. I am resetting the timer to give them enough time to familiarise with the case and the account. Hopefully this complaint can be resolved shortly. :)

Awesome!!! Maybe we can have this come to an end, but everytime I get a hold of them they tell me the manager will reach out to me within 24-48 hours, and it never happens...I HOPE you are able to get a response in a matter in which someone can help. Thanks for your help Matej

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.

Thank you, Matej,

Thank you for the update, and my apologies for the delay in responding here, I did not realize a reply was needed on this public thread. I appreciate you reaching out and giving us the opportunity to clarify the situation directly.

Hi Droc789,

Thank you for sharing your concerns. I want to assure you that your redemption request has not been forgotten or ignored. Your redemption from August 31, 2025 is still within the 90-business-day or longer processing timeframe outlined in our Terms of Use and Sweepstakes Rules. While we understand the wait is frustrating, all valid redemptions are honored once they complete our compliance and verification process.

To address several points you mentioned:

• Processing Timeframes – Our platform has always stated that redemption processing times can extend beyond the initial estimate, depending on volume and required compliance reviews. Earlier this year, our Terms were updated to reflect a 90-business-day processing window, which applies to all pending and future redemption requests. While we understand longer waits can be frustrating, all valid redemptions continue to be honored once they complete the verification process.

• Live-Chat Limitations – Our support team does not have access to the redemption queue or compliance files, so they cannot provide interim updates. This is why responses may appear generic, but they are accurate.

• Manager Follow-Ups – When a case is escalated, updates are provided only when new information becomes available. If no new update exists, we may repeat the same message to address any open concerns.

• Jackpot Funds Concern – We want to be very clear that jackpot funds are maintained separately and are not affected by individual redemption timelines. Your concern is understood, but there is no risk to jackpot payouts.

Your redemption remains active and will be processed in accordance with our Terms. If any additional information is required from you, our compliance team will contact you directly by email.

We appreciate your patience while your request continues through the required verification steps.

Best regards,

Danielle

Head of Customer Support

The Money Factory

yes but intially it was 72 hours, then it said up to 30 days then they told me more than 30 days, now they change the terms to 90 days. when i reach out to customer service the last few times they have changed there terms from the original email on my redemption. and i dont remember accepting new terms and conditions at anytime during my waiting period, in addition its been 3 moths november 30th,if u take the weekends away then there is like 2 weeks left. but the changing of the terms 4 times isnt fair by any means , because at the time of my redemption it was 72 hrs then up to 30 buisness days. i should be binned to the payout period at the time of the redemption. as its changed 4 times since august 31st. matej if u could stay with this until they actually pay would be nice. 90 days btw is unheard of in the industry as well

Dear Droc789, no need to worry, the complaint will stay open until you confirm reception of the winnings.

As for the T&C change - we'll have to re-review them since the website states changes made on 17th November, which is fairly recent. I have no notes about the previous withdrawal times, so I won't be able to confirm if it changed. Other than that, casino does have the right to change their own terms and conditions without publicly announce such changes. Your continuous use of the play account confirms your agreement with these changes as per these rules:

18.6 We reserve the right to update and supplement the Customer Agreement at any time. The updated document comprising part of the Customer Agreement will be published on the Platform and shall take effect immediately.

18.7 If we update the Customer Agreement in any way that impacts on your rights or obligations under the Customer Agreement, we will notify you when you next visit the Platform and you will be required to re-confirm your acceptance of the Customer Agreement. If, at any time, you do not accept the updated Customer Agreement, then you must cease using the Platform.

This is standard part of T&C of every casino, some even have an addendum asking the players to check the T&C page regularly for any changes. However, 90 days is quite a long time. I will add a note regarding this to our review, for future reference.

Now, could you please let me know how many days are remaining in the 90 day countdown, for the prize to be processed? I want to adjust the timer that I will be swapping your way, to ensure you don't get the annoying messages about "please respond here" every week, if there is no change. Thank you.

OK I due want to point out I haven't played or spent any money on the platform since my redemption request on August 31st. I only logged in to to reach customer service. I haven't played one spin since my redemption request. So would that mean since I ceased playing that they should be held to the terms from Aug 31st when I made my redemption request? Also 90 business days from aug 31st is. I have figured December 30th would be 90 days to my best assumption but could be as long as January 9th if I take into account the holiday's between aug 31st and the 90 day mark. I just know of people online on trust pilot that have waited and been NM paid in 2.5- 3 months. And one person i know made a redemption request and got it in 3 weeks and they submitted the request in September after mine. But I did win the money on there welcome first purchase bonus the gave me 20sc for like $2.95. So I almost feel they see i only spent the $2.95 and are dragging my redemption out because I haven't made any more purchases and I always wait to see if I'm gonna get my first winnings before I buy more coins. Of coarse this case is crazy of potentially waiting until Jan 9th or dec 30th that's over 4months. I don't know of any casino in the WORLD that takes that long. And they said they only reach out if there I s any changed i didn't know till our communication here that they changed there waiting payout period to 90 days even. They have changed it three times si ce aug 31st and I haven't played a spin since aug 31st there anyway only logged in to reach customer service a few times and they quit even responding to that after the second time they changed terms to more than 30 days and before that it was up to 30 days. If u look at trust pilot u will see the same complaints about them changing terms and conditions since people's redemption request. It's not only me. But this shouldn't be allowed . B ut I'll let u handle it from this point.

Also Matej I saw on Danielle info it said 90 business days or Longer * ...... that could be literally forever!!! I mean this isn't right cause they could say at 90 business days mark it says 90 days or longer..... there should be more clear decisive transparency.

Dear Droc789, seems like a very smart move on your end when you waited before making any more purchases. Although Casino Guru does not publish sweepstakes casino reviews yet, from what we gathered The Money Factory will have a final safety index as low as 3,9 points (out of 10). That is an area of "very bad" rating and I have noticed there is a lot of other complaints lodged at different mediators' sites, all related to delayed payments. Seems like you are not the only one and this is a common issue with this casino. I have added a warning about slow withdrawals to our future review.

Due to the above, I don't think setting a timer for longer than is our standard would help in your case. The casino is now aware of this complaint and while I do respect their decision to process payments for 90 days or longer, it's not an industry standard.

Dear The Money Factory Casino, I will now swap the timer towards yourselves, to confirm payment processing has been finished on your end. If it does not happen within the 14 days standard waiting period, I will close this complain as unresolved, which will negatively affect the casino rating on our site. The complaint can be reopened later once either side confirms processing or receiving the payment, and the outcome of the complaint can be changed (resolved or rejected cases have no negative impact on the casino rating). But to keep this complaint open for another month with a most likely outcome being more waiting time, is quite unfair towards the player, who is already been waiting for over three months. Thank you for your understanding.

Thank you, matej you did all you can do and hopefully they will pay me within the two week waiting period. I appreciate your help and no matter the outcome I will give u guys a 5 star review in your professional handling of the situation, and hopefully they come through. And merry Christmas Matej

Hello Matej, and thank you for facilitating the discussion.

Regarding this player’s redemption request from August 31, 2025, we can confirm that it remains active and is being processed in accordance with our Sweeps Rules and Terms, which state:

Redemptions may take up to 90 business days or longer to complete.

Business days do not include weekends or holidays, and while the date may feel lengthy in real time, this request has not yet reached the 90-business-day threshold. All redemptions are processed strictly in the order they are received, and we are not able to prioritize one user’s request ahead of others due to complaints, reviews, or external discussions.

We absolutely understand the player’s desire for quicker processing, but we must follow the same compliance and operational procedures for every customer to ensure fairness and regulatory consistency.

If any additional information is required or once processing is complete, we will notify the player directly.

Thank you.

I would beg to differ that there not redeemed in order there received because if you simply look online at the complaints there are a few individuals that have received there payout and there redemption request was processed after August 31st 2025. Only a couple I could find. But that contradictory to there statement above in reference to them handling them STRICTLY in the order there received.

Hi Droc,

Thank you for your message. I understand why the timing can feel confusing, so I’d like to clarify how our process works.

All redemption requests are processed in the order they are received. However, not every request requires the same level of verification. Some accounts clear all compliance checks very quickly, while others require additional review steps. When that happens, a later request may finish sooner simply because it required less verification, not because it was prioritized over earlier submissions.

This does not change the queue order, and it does not affect your place in line. Your redemption is still active and will be processed in accordance with our Terms, which allow up to 90 business days or longer, depending on the review needed.

We truly appreciate your patience, and we assure you that your request has not been skipped or overlooked.

If you have any questions, we’re happy to help privately as well so we can discuss account-specific details securely.

Thank you,

Although the timer is swapped towards me (that allows the discussion to continue without tne need to constantly swap timers), I would like to reiterate that I will be closing this complaint no later than 23rd December. As stated before, 90 days of processing withdrawals with possibility for even longer waiting time is definitely not a standard industry procedure and keeping this complaint open for such a long time would clutter the que.

If The Money Factory Casino confirms the payment has been processed before the timer runs out, I will wait for Droc789 to confirm the reception, then the case can be closed as resolved. If no confirmation is made, I will close the case as unresolved, which will negatively impact casino's safety index. However, the case can be later reopened, if I get notified either about payment being processed by the casino, or money received by the player. Then I will confirm the information and change the outcome accordingly. Thank you for your understanding.

Thank you Matej, I really could use it being Christmas is around the corner. Hopefully they will process payment. Thank you guys. Plz let's hope they come through.

And money factory one more question, when I reached out the first time to support they showed me a clip of terms and conditions and it said up to 30 days, then that time came and I reached out then i was given a pic that said MORE than 30 business days so it was changed in that month period, now it became 90 or more, changed again..... Do you not think that is not fair I've been given three different pics of the terms since August 31st I believe I should be held accountable to the original of up to 30 business days. Because changing it only benefits the casino not the player and at the time of request it was up to 30 days..... I've never experienced this type of change at any casino they stuck to terms at that time of redemption. Thank you

Hi Droc789,

Thank you for your question. We’d like to clarify this point directly.

Our Terms of Service and Sweepstakes Rules expressly allow updates at any time, and continued use of the platform constitutes acceptance of the most current version in effect. This includes updates to redemption processing timeframes. There is no requirement that redemptions be governed by a prior version of the Terms once updates are implemented.

While earlier versions referenced shorter processing windows, those were not guarantees and were subject to change based on operational needs, volume, and compliance requirements. The current Terms state that redemptions may take up to 90 business days or longer, and that is the governing timeframe for all active requests. These updates are not intended to disadvantage players, but to ensure transparency and consistency during periods of higher activity.

All redemptions are:

Reviewed for compliance and verification

Processed in the order received

Honored when valid and approved

Your redemption remains active and within the applicable timeframe under the current Terms you agreed to. If there is an update or if additional information is required, you will be contacted directly.

We appreciate your patience and the opportunity to clarify publicly.

— The Money Factory Team

I'm at a loss for words. Im gonna sit back and wait. I appreciate your communication TMF, but we will see what happens if you guys will pay by the 23rd as Matej has given for this matter as the deadline, as that will be around the 90 business day mark. I would hope TMF would want to avoid any further reputational damage at this point. But if they do make it right it would sure help and make TMF start to look more clean because at that time it would show this as resolved instead of unresolved which as I understand would be another negative mark also this particular complaint would also of been professionally facilitated would not look to great. I just hope TMF we can do what's right. And with that said this whole deal could be avoided if the redemptions had a more industry standard time frame. Thank you and Merry Christmas to Casino Guru and TMF

Dear Droc789,

I gave it an extra day, but I think nothing is going to happen. :( I’m afraid there is not much that can be achieved without cooperation from the casino side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, or informs me of the payment being processed on their end, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at [email protected]. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej