The player from Germany has requested a withdrawal two weeks ago. Unfortunately, it has not been received yet. Even though we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Mad Money Casino - Player’s withdrawal has been delayed.
Amount: €1,800
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
On 09/29/20 my balance of 1800 € was manually transferred to my account. Didn't get the money until today. It should take 2-5 working days. My requests in the live chat were only answered with a later date. I don't think that this money will reach me anymore because I can no longer write correctly with the live chat but only with a bot!
Automatic translation:
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3 years ago
Dear Robin,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino? Which payment method you have opted for?
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, especially if it’s your first withdrawal. Was this your first withdrawal?
Assuming that your withdrawal has been approved and processed, I truly believe it’s only a matter of time before you’ll receive your winnings. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello, yes it was my first payout. No until today I am told every day in the live chat that I will receive a tracking number by email. Unfortunately I haven't received it until today. It said the money should be in the bank account after 5 days at the latest, now it's 12 days. The money was transferred manually to me because bank transfer was updated as the payment method.
Best regards
Robin ***
Edited by a Casino Guru admin
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3 years ago
Thank you very much, Robin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hello Robin,
I looked at your case and understand the problem. I will contact the casino and see if I can help.
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3 years ago
Robin,
I am so sorry you are dealing with this issue. We try our best to handle these solutions ASAP with players. I have already reached out to the accounting team today regarding this issue, and they have been aware and are doing a Trace ID on your payment. Due to new regulations In Germany, we have seen such delay in payments however they are working diligently on correcting this issue. I have already emailed you as well regarding this and any other possible alternate payment methods that may be available. I am hoping to solve this case for you within 24 hours or sooner, however I will keep you updated via Email and Here.
Apologies on the delay!
Mad Money Casino 🙂
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3 years ago
Translation
Hello Mad Money Casino,
Thank you for your response. I hope we can sort it all out. I regularly check my emails to see if I've received anything from you.
greeting
Robin
Edited
Automatic translation:
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