Mad Money Casino - プレイヤーの撤退が遅れています。

Dear Casino Guru Team,

Dear Mad Money Team,

on 2022-06-06 I requested a withdrawal over 506€ after completing the wager on a deposit bonus and after verification of my account. The status is "pending" and has not changed yet.

The live chat is not allowed to give information on withdrawals and is referring to the e-mail accounting@madmoneycasino.com. I sent two mails over a timeframe of 2-3 weeks to ask about the staus, with no reply at all.

Trying to get some kind of information via the general contact form of the website remained unanswered as well.

Thank you in advance for your help.

Regards,

Tim

Dear timmoeezzzt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you completed the KYC account verification successfully in the past?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Petronela,

thank you for your response.

Yes, the KYC verification has been done before the withdrawal.

Yes, it is my first withdrawal with MadMoney Casino.

In general, I'm OK with waiting longer than indicated by the Q&A or the Terms & Conditions (I think it says 7 days). In this case it's been almost 2 months and I can't get any info or even any response from MadMoney about the status. I would be totally happy with an answer like "Please wait for another 3 weeks, it is currently taking longer".

The timeframe coupled with the inability to establish any contact got me frustrated to a level, where I would file a complaint.

Thanks again for the support!

Tim

Thank you very much, timmoeezzzt, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 timmoeezzzt,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Mad Money Casino's representatives to join this discussion in order to resolve the issue.

Dear Mad Money Casino,

Can you please update us on the player's withdrawal status?

Best wishes,

Tomas

I have looked into this matter and confirmed the player has been paid. He should be able to verify this and close this as resolved.

Dear Casino Guru Team,

Dear Mad Money Team,

I can verify that the withdrawal is now successful. Thank you for your support.

Regards,

Tim

Dear timmoeezzzt,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas