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

The casino hasn't paid me despite the redemption request being pending for two months. At this point, it's clear they have no intentions of paying and therefore I must take further action to force these people to release the funds that are owed to me.

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Dear Obiching,

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active promotion?
• Could you please share with me your communication with the casino, trying to resolve the issue? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Dear Obiching,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Tomas,

Have you made any successful withdrawals from the casino in the past? No.

Could you please confirm that you have passed the KYC verification? Yes, I have passed all KYC steps.

Have you accumulated your winnings with or without an active promotion? I accumulated my winnings with the SC that I purchased. I did not accumulate the winnings by wagering free daily bonuses or other free money. Everything is what I paid for.

Could you please share with me your communication with the casino, trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. They didn't email me receipts of support chat logs but I can assure you I've reached out to them multiple times. I've also attached the initial redemption confirmation from January 27, 2026 here.

Dear Obiching,

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, Martin (martin.l@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,

Tomas

Hello Obiching,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the The Money Factory Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Obiching can expect their withdrawal to be processed?

Hi Martin,

Thank you for reaching out and for the opportunity to address this matter. We want to clarify that The Money Factory is a sweepstakes promotions platform, not a casino. Regarding Obiching's redemption request, we can confirm it is currently within our standard processing window of 90 business days or longer as outlined in Section 12.4(a) of our Sweepstakes Rules. The 90 business day threshold has not yet been reached for this request.

The redemption remains active in our queue and is being processed. We will reach out to the player directly once we have an update.

Dear MoneyFactory representative,

thank you for your response and involvement in the resolution process. While I understand you are adhering to your terms, a 90-day timeframe seems very long, is there a way to speed up the process?

Dear Obiching,

thank you for your patience. As confirmed by the casino representative, the funds are still being processed. While I hope they can arrive as soon as possible, I believe the most important thing right now, is to not play your balance any further.

Hi Martin,

Thank you for your follow up. Unfortunately we are not able to expedite redemptions outside of our standard processing queue at this time. All redemptions are processed in order and we are working through them as efficiently as possible. We will reach out to Obiching directly once we have an update. Thank you again for your assistance!

Dear Obiching,

as more time has passed, could you please give us un update on the current proceedings? Have you received any portion of your funds?

Hi Martin,

I have still not received anything. Thanks.

Dear Obiching,

thank you for your confirmation.

Dear Money Factory representative,

could you please give us an update on the status of the player's funds? Additionally, would it be possible for you to provide us with a copy of your Sweeps rules?

Hi Martin,

Thank you for following up. We can confirm that Obiching's redemption remains active and pending in our system. It has not been denied or canceled.

Per Section 12.4(a) of our Sweepstakes Rules, redemptions may take up to 90 business days or longer to process. As of today, Obiching's redemption is within that standard processing window and no action is required from the player at this time.

Our Sweepstakes Rules are listed here: https://www.themoneyfactory.com/cms/responsible-sweepstake-rules.

We will follow up as soon as there is any movement on this redemption.

Dear Money Factory representative,

Thank you for your cooperation throughout this process.

After reviewing all available information, we must conclude that although The Money Factory is acting in accordance with its stated terms, a withdrawal timeframe of up to 90 business days (or longer) is, in our view, excessively long and falls outside what we consider acceptable industry standards.

Unfortunately, in case the company continues to rely on these terms and no progress can be made, we are unable to assist further in resolving this case. We cannot condone such prolonged withdrawal conditions.

For this reason, the complaint will need to be closed as unresolved. Please let us know whether a reconsideration is possible.

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.

Hi Martin,

Thank you for following up. Obiching's redemption remains active in our system and has not been denied or canceled. As previously noted, redemptions may take up to 90 business days or longer per Section 12.4(a) of our Sweepstakes Rules, and this redemption has not yet reached that threshold.

We understand the timeframe may seem lengthy, however it is clearly outlined in our Terms and agreed to by players upon registration. We are unable to expedite outside of our standard processing queue but will follow up with Obiching directly once there is an update.

Thank you for your patience.

Dear Money Factory representative,

Thank you for your continued responses and cooperation throughout this process.

After carefully reviewing all the information provided, we must reiterate that a processing timeframe of up to 90 business days (or longer), even if stated in your terms, is in our view excessively long and does not align with what we consider fair and acceptable industry standards.

We are unable to agree with such prolonged withdrawal practices, as they place an unreasonable burden on players waiting for their funds. As no further progress has been made and the position of the casino remains unchanged, we are unfortunately left with no other option but to close this complaint as unresolved.

Nevertheless, thank you for your responses in the thread.

Dear Obiching,

I’m afraid there is not much that can be achieved without cooperation on the casino's side. I will mark the complaint as "unresolved" in our system, which will negatively impact their safety index on our website. I understand this isn't a satisfactory solution to your issue, but 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, we will reopen the complaint, and you will be notified by email. At this point in time I can sadly only advise you to wait for your redemption to be processed.

Best regards

Martin