Mad Money Casino - Player believes that their withdrawal has been delayed.

Good afternoon,

I have an account at this casino for a few months and I have never been able to make any withdrawals.

The account is verified but is pending for days and I end up canceling.

At the end of September and because it was a high value, I made a withdrawal request in the amount of €1000... It took a long time and they said that values above €1000 were 7 days to be approved but lower values would be 3 to 5 days.

(Nowhere does it give information on working days).

I then made a withdrawal request on 10/03 for €800 to skrill.

I asked if they needed any proof of the SKRILL account and they said no!

Today, 10/12 and after several insistences they say that it is approved but that I have to wait.

This doesn't make any sense.

Can you help?

Dear paljesus,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear paljesus,

Have you received your withdrawal from the casino yet?

Hello,

This payment was made to the player.

Thank you

Dear paljesus,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.