The player's unable to close his account as the casino is non responsive. The complaint was closed as the player stopped responding.
Mad Money Casino - The player's unable to close his account.
Amount: €400
Mad Money Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
Mad Money Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I wrote an email to support on July 1st, 2022 and asked them to close my account because I'm addicted to gambling. The site didn't respond and I lost €400.00 again. There is no way to self-exclude.
Automatic translation:
Public
Public
2 years ago
Hello Paulundsophie,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mad Money Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your balance with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did you mention in your request gambling issues or addiction?
Can you please forward the request sent to the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
In the meantime, Madmoney has offered to refund the €400 deposit and then to close my account. Now I've been waiting for the payout again for more than 5 days even though my account has been verified. That's cheating! There are no payouts and you are betting that I will gamble everything away again because the account cannot be blocked.
Automatic translation:
Public
Public
2 years ago
Translation
I do not agree until the same is paid out and the account is closed. The casino does not respect player protection policies at all and withdrawals are delayed for no reason!
Automatic translation:
Public
Public
2 years ago
But did you agree for the 400€ refund and now you are waiting for it or rejected it?
Public
Public
2 years ago
Translation
I had no choice, I was told that I hadn't received an email but would be refunded 400 euros to my player account as a gesture of goodwill and then I could pay them out. The payout has now been "pending" for over 7 days so I'm still waiting... There was nothing to agree or disapprove. The problem that my account cannot be closed still exists.
Automatic translation:
Public
Public
2 years ago
Translation
My payout is still pending - it's been 11 days! Although I have been assured that withdrawals <1000 euros will be processed in 3-5 days. That's cheating! No response to emails, nothing, no reply.
Automatic translation:
Public
Public
2 years ago
Please note that a payout may take up to 14 days so please let us know until the end of this week if it arriver or not.
