Mad Money Casino - Pelaajan kotiuttaminen viivästyy.

Hello ultiwaster,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mad Money Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

here the rest of the screenshots

hier der rest der screenshots

Hello, I am currently in lifechat and I was told that kyc was allegedly not/wrongly done, but this was never communicated to me. Here is the chat history

I'm very surprised about the whole thing and it's supposed to take 7 business days again until it's released....

Hallo ich ear gerade im lifechat und mir wurde gesagt das kyc angeblich nicht/falsch gemacht wurde,dies wurde mir aber nie kommuniziert. Hier der Chat Verlauf

Ich bin sehr verwundert über das ganze und angeblich soll es jetzt wohl wieder 7 Business Tage dauern bis zur Freigabe....

Hello, I wanted to ask if there is anything new?

Many Thanks

Hallo ich wollte mal nachfragen ob es etwas neues gibt?

Vielen Dank

Hello ultiwaster,

Sorry for the late answer. I will be now forwarding your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, ultiwaster,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mad Money Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mad Money Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

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’.

Dear ultiwaster,

I have been contacted by a casino representative and am currently awaiting further details regarding your issue.

The timer will be extended until next Friday. However, if I am not provided with the requested data/details until the timer expires, the complaint will be closed as unresolved.

Thank you for your patience and understanding.

Hello and first of all thank you, I'm glad that someone has even reported. I hope it will be resolved positively. thank you again

Hallo und erstmal vielen Dank, ich freue mich ja schon das sich überhaupt jemand gemeldet hat. Ich hoffe es wird positiv gelöst. Vielen Dank nochmals

Greetings,

Dear ultiwaster,

I apologize for the delayed reply. The casino representative contacted me some time ago but I was out of the office. I see no one has responded here yet, so I would like to inform you about the news.

The casino is currently experiencing technical issues related to specific payment methods, and it does not know the estimated time frame for resolving this situation. In most casinos, payments are usually processed by 3rd party payment providers/processors. Unfortunately, in this case, the casino cannot influence it and is not able to speed the process up. Therefore, we do not have any other option than to stay patient and wait.

Although it is not possible to keep the complaint open for an indefinite period, the casino is willing to cooperate with us and regularly provides me with updates. I asked the casino representative for more details a while ago and I am waiting for further updates. When I am provided with anything relevant, I will let you know, or the casino will let us know directly here.

Now I am extending the timer by a longer period. I also informed the casino about the situation and the standard complaint process on our side, and if nothing changes until the timer expires, the complaint will be closed according to the available information.

Thank you for your understanding and patience. I sincerely believe the issue will be resolved soon.

Hello, the time is over now, what happens now or what can I do?

Many Thanks

Hallo die Zeit ist ja jetzt vorüber, was passiert jetzt bzw was kann ich noch tun?

Vielen Dank

Hello, ultiwaster,

As was mentioned, since we have not received any further information or update from the casino regarding the issue for a long time, and there was no progress, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - You can contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks for an answer.

In case of any questions or if there is progress with your issue, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I believe it will use this option in the near future.

Best regards,

Branislav, Casino.Guru

Greetings,

Based on the information we received from the casino representative, the complaint was reopened.

"This player has been paid in full over a month ago"

Dear ultiwaster,

Can you please confirm you have already received your disputed funds?

Dear ultiwaster,

Was your issue resolved? Can you please provide us with an update? We are extending the timer by 7 days. In case you fail to update the status of your complaint in the given time frame, we will consider it resolved.

We are looking forward to hearing from you.

After assessing all available information, we consider the issue resolved, so we will now mark the complaint as 'resolved' in our system.

Best regards,

Branislav, Casino.guru