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

Hello, I have a problem with A. Since yesterday afternoon, I have not been able to access the site, it says an error and I tried to contact them via chat, but it also rejects me from there. In addition, there is a ten-day allocation of 2400 euros, which is why I wanted to inquire. Can you help me with this, what to do in this case? Thank you very much in advance your answer too

Dear Nrico,

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

OK, I'll wait 14 days and let you know what happened. I just don't understand why my account was restricted. I can't even play. thanks for the quick help

Hello Nrico,

Have there been any developments since our last conversation, please? 

Hello, unfortunately, nothing happened, I'm still blocked and they're unavailable, you can't even talk to them in chat, several of my friends who played on this site are also blocked.

Thank you very much, Nrico, 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. However, I would like to warn you that it seems to be a common practice of Mad MoneyCasino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Okay, thank you very much, let's hope we can reach them

Dear Nrico,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try 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 resolving 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? Is there any reason why is the player's account blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Dear Nrico,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru