Mad Money Casino - Player’s withdrawals have been delayed.

Hello. 

14 days ago (14/11/2022) i requested 3 withdrawals from the casino. 2 x 1000€ and 1 x 822€ through bank transfer and still are in progress state.

Ι immediately sent the documents for the account verification.

Even tho the casino says that verification takes around 24 hours, it took 5 working days. Now my account is fully verified.

I sent a message on 24/11 and i asked casino if there is an estimation when the withdrawals are going to complete.

I got a reply (i can send you the email conversation if you want) that they were been busy trying to fix some ongoing issues with some of their payment processors and that would take a day or two or hopefully before that. And there is a chance to settle in the beginning of this week.

I sent them an email today without yet replying. I start to afraid that the "issues" on payment is just to delay the withdrawals in case the user cancel the withdrawal and lose the earnings. That's common tactic on some casinos i am afraid. I don't want to feel that way for Mad money casino because it seems a good casino.

This is my first withdrawal attempt. 

Dear Mardock,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your withdrawals haven't been processed yet and they are still visible inside your account marked as "pending"? Were your winnings accumulated with or without an active bonus, please?

Additionally, please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

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

Hello and thank you for your response.

I didn't use any bonus. The withdrawals are "in progress" status.

The fact is that this specific casino has payments issues for months now.

I have to correct that I have asked 2 x 2000€ and 1 x 822€ withdrawals.

Edit: I just got a reply from the casino that the payment will be complete this week. I don't know if they send me all the withdrawals requests. I will update here when i get the money

This week is gone and nothing happened. Even tho casino told me that this week i will get the money. The withdrawals are still "In progress". That's outrageous. I wonder why this casino has 7.5 score total.

Thank you very much, Mardock, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Mardock,

I've just reviewed your case and am sorry to hear that you have to deal with this problem. I'll try my best to help you by contacting the casino.

Dear Mad Money Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

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.

They replied me today that the withdrawals will be proccesed within next 48 hours. It's hard for me to believe them since they told me last week the same. If they have problem with the withdrawal option ( Bank transfer) they can pay me in skrill account also.

Hello,

So 48 hours have passed. The withdrawal requests are still "In progress" and no money have been received yet.

On 24 November they told me "So hopefully this is back up and running and settled to you by the beginning of next week." - 30 days ago

On 29 November they told me "Thank you for your patience. You should see this hit your account this week! " -15 days ago

On 7 December they told me "this is in line to be processed to your account. I apologize for the delay but you should see this coming into your account any time now." - 7 days ago

On 12 December they told me "I do apologize for the delay. All withdrawals will be processed within the next 48 hours."

I hope if casino doesn't answer soon to get a lot negative points so other players get scammed

Hi Madrock,

Thank you very much for keeping us updated.

I really hope that the casino will manage to react to the complaint in the set time frame. It has 5 more days, let's stay positive about it.

Best regards,

Natalia

Hi Madrock,

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 Curaçao Gaming Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing) 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We received additional comments from the player:

I reopen this case cause the manager of the casino contacted me and told me the issue that was the problem for the delay payment. I already have received some of the money. When i get the rest of the wins i will update here.

Dear Madrock, please let us know if there've been any updates since then.

Best wishes,

Natalia

Hello.

I reopened the complaint since casino paied the 2000€ from the 4822€. I will update here when i got paied all the wins. Thanks

Dear Madrock, thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Still waiting..

Hi Madrock! Thank you for keeping us informed. I'll set the timer for another 7 days. I hope that the issue will be resolved by then.

Good morning,

Another payment of 1822 EUR has been sent to the player. The remaining 1k will be settled next.

Thank you

Daer Mad Money Casino, thank you for the update.

Dear Mardock, please let us know if you already received the second payout from the casino.

Hello, i received the second payment. Now i am waiting for the last payment of 1k.

It is great to hear! I will set the timer for another 7 days. Hopefully, you'll receive the rest of your withdrawal by that time.

Good morning,

The remaining balance was paid this morning. The payout is now completed.

Thank you!

Dear Mad Money Casino, thank you for the information!

Dear Mardock, please, let us know when the money is credited to your account 🙂

I received all my wins. The case can be closed.

Dear Mardock,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia