The player from Germany requested a withdrawal one month prior to submitting this complaint. The player lost the funds in a process, and the complaint was closed as "rejected".
Mad Money Casino - Player’s withdrawal has been delayed.
Amount: €100
Mad Money Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
Mad Money Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Hello got cashback from the casino after I had deposited 25 euros it was 7.50 euros then I got lucky at who wants to be a millionaire rush and won 140 euros except for a hundred euros I gambled away the money again and then paid on bank withdrawal from the casino confirmed the payout to me by mail but then the sea was still I tried to write via live chat more often but only a bot came who referred me to the email said done a mail was written nothing because I was used to the casino within one or two When I paid out to my bank account, I didn't understand what the problem was because I had already solved some problems with casinos when paying out. I'll try it with you guys
Automatic translation:
Public
Public
2 years ago
Dear bladestar,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed since the 9th of November?
Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Could you please advise what the disputed amount stands for?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
No, no notification from the casino, I tried to do live chat, but only one bot always answered, who referred you to the email, then wrote an email to the casino, and there was no answer either
Automatic translation:
Public
Public
2 years ago
I'm sorry, but you didn't answer my previous question. Is the withdrawal pending inside your account since the 9th of November? Could you please clarify what the disputed amount corresponds to? The screenshot shows only a withdrawal of €100.
Public
Public
2 years ago
Translation
I made a commitment because I wrote to you via ha dy and it's very small, of course it's only a hundred euros
what actually makes it worse and yes the payout has been hanging in there since 9 november they wrote me an email in english on 21 novembrr that they supposedly have a new payment system and they will let you know when the payout is on the way then they have it but no longer reported
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
that's what they sent
Automatic translation:
Public
Public
2 years ago
Translation
Now I've answered the question and you still don't write back hmmmm
Automatic translation:
Public
Public
2 years ago
Thank you very much, bladestar, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
PS: I have adjusted the disputed amount from €1,100 to €100.
Public
Public
2 years ago
Translation
but it's been taking a long time for you to get an answer lately
Automatic translation:
Public
Public
2 years ago
Dear bladestar,
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
Public
Public
2 years ago
Good morning,
I apologize on the delay on this. Does the player have a Skrill account or Crypto wallet we can use as an alternative method since we are having issues with bank transfer? If so I will check on getting this payment sent asap.
Thank you
Public
Public
2 years ago
Translation
I have a myfinity account, the ewallet number is 5001000001656949, it would work there too, I saw in madmoney casino that they offer it as a payout method
Automatic translation:
Public
Public
2 years ago
Okay I can check on this, Do you also have a Skrill or Crypto just in case?
Thank you
Public
Public
2 years ago
Translation
Nice that the casino still hasn't paid out, although you wrote that you took care of it, nothing happened
Automatic translation:
Public
Public
2 years ago
Translation
Hello, what will happen to my complaint?
Automatic translation:
Public
Public
2 years ago
Dear Mad Money Casino,
Could you please pay the player as soon as possible and respond to this complaint when you do so?
I am looking forward to your response.
Kind regards,
Stefan
Public
Public
1 year ago
Translation
Now, out of desperation, I canceled my bank payment and tried to pay out with myfinity. System error please contact support, who doesn't feel like answering. Lifechat isn't there at all, because only the bot leads to email and email is not answered. That's good for your reputation
Automatic translation:
Public
Public
1 year ago
Translation
Ps there are only crypto currencies bank or myfinity available to me anyway, skrill as you wrote doesn't exist there at all
Automatic translation:
Public
Public
1 year ago
Translation
you can close the case now because i couldn't pay out i kept playing slots and lost everything
anyway thank you very much for your effort have a good slide and happy new year in advance
Automatic translation:
Public
Public
1 year ago
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.
Public
Public
1 year ago
Hello,
I apologize for the delay. I am sorry this has not been settled yet, i will send this to accounting to see if we can process this ASAP or if we are still having Mifiniti issues.
Thank you
Public
Public
1 year ago
Dear Mad Money Casino,
Please let me know as soon as the payment has been sent.
I am looking forward to your response.
Kind regards,
Stefan
Public
Public
1 year ago
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.
Public
Public
1 year ago
Good morning,
I am sorry for lack of communication. I have sent all this information to accounting with urgency. Please expect to see this funds today or Monday latest.
Thank you for your patience and i am sorry for the delay.
Public
Public
1 year ago
This withdrawal has been paid, please close complaint and thank you for your patience.
Have a great day
Public
Public
1 year ago
My apologies I was looking at the wrong account.. This player canceled the withdrawal and played. Thank you and sorry for my confusion.
Public
Public
1 year ago
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Stefan
