Mad Money Casino - Player’s withdrawal has been delayed.

Hello,

i have made a withdrawal of 200 euros on the 29th of October and i have been patient until today but as i do not see any payment yet, i have decided to make this complaint. The casino was informed that i will if i was not paid.

I have made another withdrawal of 400 a short period after the first withdrawal of 200, which i canceled through time and withdrew 600, then canceled again and withdrew 800, and canceled another time last night and managed to go up to 1100, which i withdrew.

The casino has been telling me over a month that they have issues with the payment system affecting only withdrawals but not deposits, which is really weird to me. If there is a problem with neteller for example, we should not be able to deposit using that method if there is a bug when we withdraw.

Anyway, i am tired to go on chat and to always get the same answer which is that i will be contacted today and have an answer. It has been like that since the beginning so i want it to make it publicly.

I am also doubting since i see on some complaints that the player will be paid in the week and i have been told for a month that there are issues about withdrawal payments.

Dear mrmileena,

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 before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hello Kristina,

First of all, thank you for approving my complaint.

These are the first 2 withdrawals on the casino and my kyc was approved 3 days after the first withdrawal attempt.

The first 200 withdrawal was won from the first deposit bonus and the 2nd withdrawal was won on a bonus proposing 50 euros bonus for a 50 euros deposit, which had a 15x playthrough and a maximum cash out of 15x. I managed to wager it and my real balance was 400 which I tried to withdraw. I later canceled it and played with the real balance so my withdrawal of 1100 was won after the wager was already completed and the winnings generated from real balance so the 15x withdraw doesn't apply to it, it applied on the 400 after wager was completed.

Hello again,

They have just replied me this :

Good morning,

The tech team is working this weekend doing the final stages of testing, If all passes this round the new pay systems will go live and we can move corrupted payfiles to these new systems to resume pay outs. This should be settled to you Monday or Tuesday. 

We appreciate your patience during all of this. 

We will update you Monday morning with final status.

Thank you and have a good weekend

Hello,

Sorry for the third post but it's just to correct that the 50 euros bonus had a max withdrawal of 20x and not 15x...

It was a bonus received if we use any ewallet for example neteller skrill paysafe card neosurf etc...

Hello again,

The casino contacted me today to say that bank still has issues and asked me to pay via another payment method.

I firstly asked neteller but they told me they didn't have this method for a withdrawal.

I then told them to pay with skrill and they told me that they will check.

As soon as I get the amount of 1300 euros paid out, I'll inform you.

Best regards,

mrmileena

Hello again,

They took my skrill 2 days ago but until now, I still haven't been paid. If they think I am going to cancel a 1100 withdrawal they are totally mistaken.

Unbelievable to wait more than a month to be paid out. I only experienced it once on Shazam casino.

Hello

We apologize for the delay, all open withdrawals have been paid via Skrill today. 1300 EUR in total.

Thank you!

Hello,

Indeed the money was fully received, thank you very much.

You can close this complaint now as resolved.

Best regards and thank you to everyone.

mrmileena

Dear mrmileena,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru