Mad Money Casino - Player’s winnings haven’t been received yet.

Good afternoon,

I made a withdrawal request at this casino on the 18/03/2023.

To date I have only been able to make one withdrawal as they always take longer than usual.

The information given in the terms and in the chat is that amounts up to €1000 must be processed within 3 to 5 days.

They do not mention any information about being working days but in the chat they insist on mentioning it.

The payment is €500 through the Astropay partner.

Now when placing the order it is automatically completed which made me worried because with Skrill it is available for cancellation for days, one, two weeks.

When questioning Astropay they are not aware of any payment and at the casino they continue to ask to wait as it is normal and needs to be verified.

When I told them the number of casinos where I play and pay on the same day, they said that they have a better offer than those casinos.

Which is not true because payment is difficult...

I am asking for your help as this is against his terms and reasonable.

Proof attached.

Thanks

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

Good morning,

Automatic replies do not give confidence!

I verify that your answer is the same for all complaints.

However, I would like to inform you that I sent an email to the casino. In the chat I was told to do it and so far I have not had an answer.

Thanks,

Paula J***

I already sent 3 emails to accounting@madmoneycasino.com.

No response to them!

In the online chat they always give the same answers!!!

Thanks,

Paula Jesus

Good morning,

Apparently the chat is already off because I've been trying to talk and it's never available.

Dear paljesus,

Have you received your withdrawal from the casino yet?

Hello,

Not received.

I can't get answers to my emails and in the chat they don't talk to me anymore.

Can you help?

Thanks

I'm tired of this situation,

I still have no answers, by email no one responds.

Today I've already been told in the chat but they promptly answer me that these questions are only by email.

I don't understand!!!!

How long will I have to wait?

Goodnight,

16 days ... How long are you supposed to wait?

The transaction appears complete for 16 days.

It is not pending as usual!

Thank you for any response... Just asking if I received the amount is not any support.

Thanks,

Thank you very much for your reply, paljesus. Have you made any successful withdrawals before? Could you 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.

Good morning.

Yes, I already made a withdrawal of €800 which also took more than 2 weeks.

There are no responses to emails, only in the chat where they always said to wait because they have many requests to verify and now that the deadline has passed they say they cannot help.

To send email.

I'll send some prints to the email you provided me.

Thanks,

Paula J***

This is inconceivable!!!

No one enlightens me.... 21 days later I still don't know anything....

Now they're on vacation!???

Thank you very much, paljesus, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear paljesus,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Mad Money Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Mad Money Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi, it's been the 18th of a month.

They still don't answer my emails.

Thanks

Paula Jesus

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.

Can you please do something?

They don't respond to emails and now I don't even have access to my account.

Thanks,

paljesus

Dear paljesus,

I will try to contact the casino again and set the timer by additional three days.

Your patience is much appreciated.

Kind regards,

Stefan

Good morning,

I don't understand how there are players coming to reply that they received their payouts and I don't get any replies.

What can I do to get my money back?

So much money invested in a scam.

I know there is a risk.

But it's different.... I didn't lose.

I won.... and still I don't receive!

It was thanks to the casino guru that I found out about this casino and because it had a good rating I went to play.

There is a way to help or not!

Thanks

Dear paljesus,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@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 a long time for an answer. 

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

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru