The player from Germany requested a withdrawal 11 days prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The casino did not respond to our requests to join the conversation and aid in resolution of the complaint, therefore we had to close the case as unresolved.
Mad Money Casino - Player’s withdrawal has been delayed.
Black points: 101
Amount: €355
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I've been waiting for my payout of €355 with a fully verified account for 11 days 🙁 So the support doesn't answer at all via email and live chat keeps saying everything is in the green area, they'll get their money tomorrow 🙂 the whole thing for a week. ... payment method eZeewallt because bank transfer was not possible. So in my experience this is an absolute scam casino.....why? I'm registered at more than 20 other casinos and where I'm fully verified, I get my payout within 2-3 days. 2,500 or even 3,000 no problem but I have the feeling Mad Money just doesn't want to pay out
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1 year ago
Dear Mika777,
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
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1 year ago
Translation
Hello dears and thank you for your help!
live chat from mad money casino confirmed several times that my account is fully verified and the money will come tomorrow 😄
a day later the same answer again 🤷🏽♂️
I'm just clueless... I don't know if I'll still get the money (a ridiculous €355)... I have already received 10 times the payout on other sites.
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1 year ago
Thank you very much, Mika777, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.
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1 year ago
Dear Mika777,
I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.
I would like to ask Mad Money Casino to join the conversation and aid in the resolution of this complaint.
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1 year ago
Translation
Hello,
could you achieve something new?
I've just written to their support again and I'm getting another excuse...but I recorded the screen and the chat process and can send you the video if necessary.
I am 100000% sure that Mad Money Casino is a scam site and I don't understand at all why they have such a good rating here..... there are the exact same complaints as mine from other users... .
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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.
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1 year ago
Translation
Don't get your hopes up...because I gave up hope a long time ago! Mad Money Casino is a scam site!
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1 year ago
Dear Mika777,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) which has better options and tools to help players. Please let me know if you need help filling out the form or how the authority responded if you can do this independently. I am sorry I could not be of more help on this occasion.
Kind regards,
Veronika
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