The Money Factory Casino - Player’s withdrawal has been delayed for 4 months.

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 built4thehustle, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with The Money Factory 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, 

Attila

Hello,

I've never been able to successfully process a redemption, there has only been these two that I've attempted to do so. There was not a bonus that I recall at all. I opted for Skrill because they claim skrill is almost immediate processing so I opted to withdraw to that account however I used my debit card to deposit funds

Dear built4thehustle, thank you for your response. Could you please attach a screenshot of your pending withdrawal? Additionally, could you please confirm whether you still have access to your casino account?

Thank you for your patience and cooperation.

Yes, I still have access to my account at this time and their 90 days is most definitely up at this point.

Dear player,

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, Igor (igor.p@casino.guru). 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,

Attila

Dear built4thehustle,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the The Money Factory Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a The Money Factory Casino representative to join this conversation and participate in resolving this complaint.

Dear The Money Factory Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello,

To clarify, your redemption request has already been escalated to the Redemption Team and remains active and under review. It has not been canceled, denied, or removed from your account. We do not withhold redemptions in order to force gameplay, and we do not require players to "play back" winnings. Any gameplay activity on an account is initiated solely by the player.

At no point was your account threatened for inquiring about your redemption. You were informed that initiating a chargeback or payment dispute would result in account closure. This is standard policy. A chargeback constitutes a payment reversal and breach of our Terms of Use, and accounts associated with chargebacks are permanently closed in accordance with those Terms.

We remain willing to resolve the matter through the proper channels and will provide updates directly once review is complete.

Thank you.

Dear The Money Factory Casino,

Thank you for your response and for informing us that you are looking into this case.

Could you please clarify why the player's withdrawal has been in progress since September without any significant updates?

Is there anything the player can do to help speed up the process?

I understand that your T&C state that withdrawals may take 90 days or more. However, please note that if there are no issues with the player's account, this does not seem like a reasonable timeframe.

Please reply when there is any update regarding this complaint.

Hello Igor,

Thank you for your follow-up! The player’s redemption remains active and under review. It has not been denied, canceled, or removed from the account.

While our Terms state that redemptions may take up to 90 business days, they also clearly allow for processing to extend beyond that timeframe when additional internal review, compliance review, or high redemption volume requires it. This provision exists to ensure platform integrity and consistent processing standards across all accounts. There is no action required from the player at this time. The review process is handled internally, and redemptions cannot be expedited or accelerated upon request.

We understand that extended processing times can be frustrating. However, the request remains in queue and will be completed in accordance with our Terms and internal procedures. We will provide an update as soon as the review is finalized.

Dear The Money Factory Casino,

As I have mentioned before, if there is no security or verification reason for a delayed payment, the player must be paid within a reasonable timeframe.

I have reviewed both internal and external complaints and noticed a high number of similar cases where players were not paid even after several months.

Therefore, I expect you to provide an explanation and demonstrate progress within the next timeframe. Otherwise, I will have to close this complaint as unresolved.

Additionally, please note that your website states withdrawal limits of 5,000 USD per day and 50,000 USD per month. Since this does not appear to reflect the actual payout experience reported in other complaints, we may adjust the withdrawal limits displayed on our website, which could further decrease your rating.

Hello again Igor,

Thank you for your continued follow-up and for outlining your concerns clearly. We genuinely appreciate the opportunity to provide clarification.

To address your points:

The player’s redemption remains active and under review. It has not been denied, canceled, or removed from the account. The review process is being handled internally in accordance with our published Terms and internal compliance procedures.

Regarding timeframe expectations, our Terms state that redemptions may take up to ninety (90) business days, and may extend beyond that period where additional internal review, compliance review, or elevated redemption volume requires it. This language is intentionally included to ensure consistent processing standards across all accounts and to maintain platform integrity.

With respect to the withdrawal limits displayed on our website (e.g., $5,000 per day / $50,000 per month), these represent submission limits; meaning the maximum amounts that may be requested within those timeframes. The stated information on our website remains accurate. However, these limits do not represent guaranteed approval or guaranteed processing speed. All redemption requests remain subject to review, verification, compliance checks, and queue order regardless of amount.

There is currently no action required from the player to move this forward, and redemptions cannot be expedited upon request. The matter remains in queue and will be completed in accordance with our Terms. We understand that extended processing times can be frustrating, and we do not take that lightly. However, we are operating within our stated policies and procedures. If there is any additional documentation you require privately for review purposes, we are happy to cooperate.

We will continue to provide updates once the internal review is finalized.

Thank you again for your time and coordination.

Dear built4thehustle,

Unfortunately, it appears that the casino is having difficulty paying its players within a reasonable timeframe, based on both internal and external complaints.

Please note that we do not consider 90+ days to be a reasonable timeframe if there are no issues with the players’ accounts.

The usual processing time for crypto withdrawals is a few hours, while bank withdrawals typically take a few days.

It is likely that the casino will not pay you in the foreseeable future; therefore, there is no reason to keep this complaint open.

At the very least, due to complaints such as yours, we can issue the casino a warning on our website.

I have repeatedly tried to convince The Money Factory Casino to cooperate but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

As a next step, I do strongly 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.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Igor