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

I was playing here on Dec 13, and won approx 600 euros, and put in for a withdrawal of 500 euros. Eight business days later, I have not received my withdrawal.

I have contacted live chat twice, on the first occasion I was told my withdrawal payemtn was in a queue ! and would be paid out in a few days, that was three days ago. On the second occasion of contact with live chat, the connected operator did not respond at all.

The chat bot suggested to email ,accounting@madmoney.co ', which I did yesterday, but they have so far did not respond.....

Dear mike333,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

According to the terms and conditions on the Madmoney website, and when I interact with the chat bot on this website, the average time for a withdrawal is three to five days back to my account, and they are well past that now, eight business days, as it stands. Other casinos I play at, Bet365 / Boom Casino / Boyle Sports Casinos etc, have no issue whatsoever paying out withdrawals swiftly. See the attached screenshot.

Michael.

Thank you very much, mike333, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello mike333,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mad Money Casino to join the conversation and participate in the resolution of this complaint.

Dear Mad Money Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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.

Hello,

First and foremost, I would like to apologize for this inconvenience. Here at Mad Money, we want to make sure we provide our players the best player experience possible, and I’m sorry we have not met these expectations. 

A few reasons why withdrawals can be delayed:

• New country restrictions on gambling transfers

• Method unavailable or down for maintenance

• Government Sanctions / Blocks

• Account or Game Checks

• KYC is missing or failed approval

Please allow a few more days, and let’s see if the payment processes. During this time, our team will be communicating with the associated teams to confirm none of the issues above are applicable to your account. If an issue indeed is delaying your account, we will notify you ASAP, otherwise we will make sure this withdrawal gets processed as soon as possible for you.

Thank you

Today, nearly four weeks after I tried to withdraw my winnings, 500 euros, from this casino, they paid up. I would like to thank 'Casino Guru.com for there assistance in getting this issue resolved. The Gaming board that licensed Mad Money Casino offer is Antillephone N.V, email contact is 'Centr­ia@­gam­ing­lic­enc­es.com' and from my reading online of other peoples experience of dealing with them, is that they seem very lax, and do very little to enforce any regulations whatsoever.

Had I been unable to secure my winnings my next step would was to be to contact The Ministry of Justice of Curaçao, where the casino is licensed. There are four Gaming Boards in Curaçao which are all licensed by the Ministry of Justice,

So if a casino chooses to be licensed by such an operation, for whatever reasons, you must draw your own conclusions......... I will never use this casino again after my experience.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mike333, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru