Mad Money Casino - プレイヤーのアカウントはブロックされています。

From 30.10 I don't have access to my account and my money. After many attems to contact with them they says me that they locked my account and money for 180 days...

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? Have you completed the account verification successfully in the past? Have you received any winnings from this casino previously?

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

My winnings are without active bonus. Yes I passed verification process. Yes I received some winnings from casino, but my last winnings form 30.10 are locked in my locked account.

Thank you very much, LinkinPark, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 LinkinPark.

Did you use any bonus during your play? Maybe, in this case, the problem is the same as in your previous case.

Did the casino write any reason why they lock the account for 180 days?

I used bonuses. This is last that they say to me:

David Masse 

2020-11-02 19:16:01

Hi Emil, 

I have reviewed your account. It was locked by risk management for 180 days due to suspicious deposits patterns and gambling behavior. You will not be able to login and any funds you had in the account have been locked until risk management completes their investigation. 

Thanks,

May I ask, did you do sports bets too?

No

I would like to invite the casino representative into the case. We don't think that account blocked for 180 days is fair. Could you please explain to us what happened?

Hello,

Thank you for contacting Mad Money player support. After review of the incident your account is under review from our risk management division. This is due to inaccurate betting and deposit patterns that have raised concern on unusual play behavior. Example Deposit 100 Lose, Deposit 10 Win, Deposit 100 Lose, Deposit 10 Win. This is a repetitive behavior that has been linked to unfair gameplay, third party software, and or slot odds betting. This account has also been linked to several other accounts in Bulgaria with the same IP and/or Login IP using the same methods of play with the same outcome of results. In saying this the risk review team is taking a look further into this account as well as the others. The timeframe given of 180 days is standard for risk reviews however this should be completed way sooner.

Thank you for your patience during this time.

Mad Money Casino

Dear Mad Money Casino representatives, I don't know from where you have that 180 days is standard for security check but the common time frame is 2 weeks, in worst cases less than a month. However, if LinkinPark account is linked with another one, then please send the evidence to matej@casino.guru

Thanks.

Matej,

I have went ahead and emailed you the information requested on this matter. Please let us know if you require another additional details. I wish you a safe and healthy new year!

Mad Money Casino

I can confirm that we received the evidence from the casino which confirms the connection with at least one other player account. 

LinkinPark has another open complaint with us where the casino believes that he is a fraud. I received the evidence in his second case from which is clear that he was delaying the game rounds. 

I am afraid that based on thees shreds of evidence, we are forced to reject this case.

Do you have anything to say regarding this case, LinkinPark? Some evidence in your favour or can you explain how is possible that two casinos provided clear evidence against you?

Because of what I wrote above, and because LinkinPark didn't react anyhow, we are closing this complaint as "rejected."