Mad Money Casino - 選手の退会が遅れました。

Hello, I requested a withdrawal on August 11th and 12th. To date, the money is not shown in my bank account. I was promised very often that the payout would arrive in the next few days. That was always the untruth.

Hallo, am 11 und 12. August habe ich je eine Auszahlung beantragt. Bis heute ist das Geld nicht auf meinem bankkonto angegeben. Mir wurde sehr oft versprochen, das die Auszahlung in den nächsten Tagen ankommt. Das war immer die Unwahrheit.

Dear Torkon2000,

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 made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina, thank you for your queries. Here are the answers: I haven't received a payout yet. I have successfully completed all 3 verifications (ID, address verification and Selfi with ID).

I got the winnings with a bonus. My first withdrawal request so far has been rejected. But this is about my second and third withdrawal request. Here I was from accounting@madmoneycasino.com on 21.09. confirms that requests 315 and 603 EUR will be paid. But these have not yet been paid out either.

Greetings Christian H ***

Hallo Kristina, danke für Ihre Rückfragen. Hier die Antworten: Ich habe noch keine Auszahlung erhalten. Alle 3 Verifizierungen habe ich erfolgreich abgeschlossen (ID, adress verification and Selfi with ID).

Die Gewinne habe ich mit Bonus erziehlt. Meine erste Auszahlungsanfrage wurde bisher abgelehnt. Hier geht es aber um meine zweite und dritte Auszahlungsanfrage. Hier wurde mir von accounting@madmoneycasino.com am 21.09. bestätigt, dass die Anfragen 315 und 603 EUR ausgezahlt werden. Aber auch diese wurden bisher nicht ausgezahlt.

Gruß Christian H***

Thank you for your reply, Torkon2000. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina, I have sent my email communication with the casino to the address provided. The current status of my withdrawal request is still the same as it was since August 11th and 12th.

The status is "complete" and the type is "PaymentIQ Cashier BankIBAN". See also attached screenshot.

I was also told once in the live chat that there were problems with the payment method and that I should just wait, but that was almost 2 months ago.

Hallo Kristina, ich habe meine email-Kommunikation mit dem Casino an die angegebene Adresse gesendet. Der aktuelle Status meiner Auszahlungsanfrage ist immer noch der gleiche wie seit dem 11. und 12. August.

Es steht Status "vollständig" und bei Typ steht "PaymentIQ Cashier BankIBAN". Siehe auch beiliegender Screenshot.

Im Livechat wurde mir auch schon einmal erzählt ,es gebe Probleme mit der Auszahlungsart und ich sollte einfach warten, aber das ist nun bald 2 Monate her.

Thank you very much Torkon2000 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Torkon2000,

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 to join the conversation and participate in the resolution of this complaint.

Dear Mad Money Casino,

Can you please provide an update on the status of the player's withdrawal?

Thank you.

Best wishes,

Tomas

Hello,

Your complaint has been noted and details have been sent to accounting to have this dispersed to your account. We apologize for the delay while we have been updating to new payment systems.

Thank you

Dear Mad Money Casino,

Could you please provide us with an explanation of the player's situation in more detail? If you have been updating to new payment systems, does it affect the player's withdrawals?

Thank you for providing the information.

Best regards,

Tomas

Hello,

We had a past issue where payfiles were auto completing which to the casino made it look like it was paid. We had to find these payfiles that were effected by the system and reconfigure them to work with the updated system. Then resubmit them to be paid.

Thank you

Thank you, Mad Money Casino, for clarifying the situation.

Could you please update us once you send the payment?

Kind regards,

Tomas

Absolutely, thank you.

Dear Mad Money Casino,

Are there any developments with the payment?

Thank you.

Kind regards,

Tomas

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 Torkon2000,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't 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.

I wish I could be of more help.

Kind regards,

Tomas

We’ve reopened this complaint at the request of Mad Money Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Good morning,

We apologize for the delay on payment, we were able to pay this in full via BTC yesterday. Thank you for your consideration in reopening this case.

Thank you

Dear Torkon2000,

I hope you are doing well. We have received an update from Mad Money Casino that you should have already been paid.

Could you please confirm that this is correct and that the matter is now resolved?

Thank you very much.

Kind regards,

Tomas

Hello, yes I can confirm. The money arrived yesterday via an alternative payment method (finally after 3 months) Thank you very much.

Hallo, ja kann ich bestätigen. Das Geld ist gestern auf alternativem Auszahlungsweg (endlich nach 3 Monaten) bei mir angekommen Vielen Dank.

Dear Torkon2000,

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,

Tomas