Mad Money Casino - プレイヤーの撤退が遅れています。

Allegedly technical problems.

Wait for the one payment since 4.1.2022 and the 2nd payment from 10.1.2022

the support put me off day by day

Angeblich technische Probleme.

Warte auf die eine Auszahlung seit 4.1.2022 und die 2. Auszahlung vom 10.1.2022

der Support vertröstet mich von Tag zu Tag

Dear Esther,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Hi. Many thanks for the answer. So after 14 days is it possible to file a complaint? Do I then have to make a new request, or how does that work?

Hallo. Vielen Dank für die Antwort. Also nach 14 Tagen Frist ist es möglich eine Beschwerde einzureichen? Muss ich dann eine neue Anfrage stellen, oder wie geht das dann?

Thank you for your quick answer, Esther. You don't have to file a new complaint, I will leave this one open and get back to you in a few days. Please, keep us updated in the meantime and let us know if there is anything new regarding your issue.

Super thank you.

Super, vielen Dank.

Good morning.

Today is day 14 after the first application.

I was in contact with support yesterday. According to their statement, they had problems with payments to Germany. Would plan my payment for Wednesday or Thursday though. I find it all very odd to be honest. What shall I do now?

Guten Morgen.

Heute ist Tag 14, nach der ersten Beantragung.

Gestern hatte ich Kontakt zum Support. Laut deren Aussage hätten sie Probleme mit dem Zahlungen nach Deutschland. Würden aber meine Zahlung für Mittwoch oder Donnerstag planen. Ich finde es alles sehr kurios, wenn ich ehrlich bin. Was soll ich nun tun?

Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence in this case. Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

You're welcome. I have made.

Sehr gerne. Habe ich gemacht.

Thank you very much Esther for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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.

thank you

Danke

Hello Esther,

I looked at your complaint and will do my best to help you. I would like to invite Mad Money Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi. So a payment of 750 euros came now, but the 2000 is still pending.

All very strange

Hallo. Also eine Zahlung über 750 Euro kam jetzt, aber die über 2000 steht immer noch aus.

Alles sehr merkwürdig

This player has been paid. This delay was a result of bad timing as we recently launched an all-new site design which included new payment providers. This transition was seamless except for the bank transfer account used for this players region as they unexpectedly required additional compliance and in banking, this is not an overnight approval. This was explained to those affected but unfortunately was not acceptable to this one player and resulted in this complaint. The good news is the bank transfer is now available to us and the players withdrawals have been fulfilled. We do apologize to this player for the bad experience!

ok, the money is finally here. Now I'm waiting for a final payout which is being investigated due to a game restart. Until then, I would like to leave the case open. Many Thanks

ok, das Geld ist endlich da. Jetzt warte ich auf eine letzte Auszahlung, die aufgrund von einem restart des Spiels untersucht wird. Bis dahin möchte ich den Fall gerne noch offen lassen. Vielen Dank

We would like to ask the Mad Money 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’.

I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Esther,

I've info that your winnings should be paid. Can you confirm this, please?

Thank you. It's done and no longer needs to be opened

Danke. Ist erledigt und muss nicht mehr geöffnet werden

Dear Esther,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru