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

After playing with a cash deposit and hitting a win I requested a withdrawal of funds on February 14th. After a week I chased this with the casino as they state that withdrawals take 3-5 working days. I was told at the time there was no issue and to wait.

I chased again a week later and they then said that there had been an issue with the system and the payout would definatly be sent. This never happened. Chat then started to say that they have no involvement in the withdrawal process and all they can do is send a reminder to the finanace department.

I then instructed a solicitor to enage with them as they simply ignored me and Mad Money have ignored my solicitor as well.

Madmoney will not enage with myself or my solicitor in regards to resolving this issue and after checking review sites have told other players they have issues as far back as last year and this seems to be being used as a tactic to not payout to players.

It has been 33 working days since I requested the withdrawal.

Dear Carmenow93,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Have you received any winnings from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is an 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

The casino claimed at the beginning that there was an issue with the payment system but having looked at other reviews they have claimed this to other players over the last year and it doesn’t seem to be true.

following that communication I have sent 6 emails and they have all been ignored.

I then ask my solicitor to contact them and they have also been ignored and the address seems incorrect or they ignore post and emails and there is no phone number to use for my solicitor to contact them. I have not had any payments from them and it is the full 1567 that has now been requested as per my solicitor letters.

this seems to be a common issue other players are having.

Thank you very much, Carmenow93, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Carmenow93 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mad Money Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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 The Gambling Commission of Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter