The player from Sweden has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Mad Money Casino - Player claims that payment has been delayed.
Amount: €581
Mad Money Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi, I made a withdrawal but I haven't received my money yet, Support keeps saying they will approve it soon, but they haven't yet. I tried to reach them via email but they don't respond there.
I'm starting to worry that I won't get my winnings that I've won.
Automatic translation:
Public
Public
2 years ago
Dear SwordLink,
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
Public
Public
2 years ago
Translation
No, I haven't received my withdrawal yet. 
Edited
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, SwordLink. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification? Have you accumulated your winnings with or without an active bonus?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Public
Public
2 years ago
Translation
Hi, I am fully verified on my account,
I have not used any bonus or free spins, I have played with real money.
No, I have not withdrawn anything at this Casino before.
I've been trying to reach them via Live Chat the whole time,
but it says in the chat that there is no available Agent all the time.
Edited
Automatic translation:
Public
Public
2 years ago
Translation
Hi, I have received my withdrawal now.
Edited
Automatic translation:
Public
Public
2 years ago
Awesome news, SwordLink. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
