This is my second complaint to this casino in two months.

Again, it's about a payout. On 07/09/22 I requested a payout of €1900. It was played without a bonus. The casino allows 7 days to process withdrawals over €1000 according to their T&Cs. These are now long gone and the status is still on "Processing". Out of around 20 attempts to reach a real person in live chat, it only worked twice. I was only comforted there. The casino generally does not respond to e-mails. Unfortunately, I have to admit that I am dependent on the money and that is why I am desperate. Thank you in advance for your help in this case.

Dies ist die zweite Beschwerde innerhalb zwei Monate von mir an dieses Casino.

Wieder geht es um eine Auszahlung. Am 9.7.22 würde eine Auszahlung von 1900€ von mir beantragt. Es wurde ohne Bonus gespielt. Das Casino l?sst sich laut ihren AGB's 7 Tage Zeit für die Bearbeitung von Abhebungen von über 1000€. Diese sind nun lange vorbei und der Status steht immernoch auf "Bearbeitung". Bei ungef?hr 20 Versuchen eine reale Person im Live-Chat zu erreichen hat es nur zwei Mal funktioniert. Dort wurde ich nur vertr?stet. Auf E-Mail antworten das Casino grunds?tzlich nicht. Ich muss leider zugeben da? ich auf das Geld angewiesen bin und ich bin deswegen auch verzweifelt. Ich bedanke mich jetzt schon für ihre Hilfe in diesem Fall.

Dear Baury2,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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 by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Mein Konto ist verifiziert.

Hier ein Auszug aus den AGB's des Casinos.

"Withdrawals (including – Refunds) shall be provided within 7 (seven) days time after completion of KYC and approval of Your Account. Please note, that Refunds are performed only if there was no game activity on Your account after deposit of respective amount of monies that are reclaimed by you as Refund. All other withdrawals from Your Account will be considered as pay-out of your winnings generated as a result of use of the Services.

In order to request a Refund or any other withdrawal, please contact our support by email to [email protected] and provide all documents as requested by the support in order to complete Your KYC. Should You require Our contact details, please open section "Contact Us". List of the documents required to complete Your KYC procedure shall be denoted in the email sent to You by our support.

Please note, that Refunds may be requested not later than 7 (seven) days after deposit of respective means to Your Account. After this term all withdrawals shall be considered as pay-out of your winnings generated a result of use of the Services.

8.2 Withdrawals shall be provided within 7 (seven) days time after completion of KYC and approval of Your Account. For the avoidance of doubt Your Account shall not be used by You as a bank account and, should we become aware of deposits into and withdrawals (including charge-back) from Your Account without commensurate betting or gaming activity, we reserve the right to deduct an administration charge (whether or not we close or suspend the account). Monies deposited with us in Your Account shall not attract interest. The time period, when you can expect your withdrawal at your personal bank account, depends on operation of respective payment service provider or bank. For avoidance of doubt upon your request we can confirm pay-out of the monies requested by You, should that be necessary."

Es ist für mich unverst?ndlich warum trotzdem die Bearbeitung nicht abgeschlossen wird. Es kann doch nicht sein das ich mindestens 12 Tage die Chance habe meine Abhebungen zu stornieren und ich somit in die Versuchung kommen k?nnte das Geld wieder zu verspielen.

Mit freundlichen Gru?

16 days have passed and nobody tells me what the problem is. Live chat hasn't had a real person to help for 6 days. The bot refers to an email address. A number of emails are not answered at all. IM very desperate.

16 Tage sind vergangen und keiner sagt mir was das Problem ist. Der Live-Chat hat seit 6Tagen keine reale Person um zu helfen. Der Bot verweist auf ein E-Mail Adresse. Auf etliche E-Mails wird überhaupt nicht geantwortet. Ich bin sehr verzweifelt.

Thank you very much, Baury2, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 Baury2,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mad Money Casino to join the conversation.

Dear Mad Money Casino,

Can you please provide some information regarding the issues of the player's withdrawal?

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’.

My apologies for the delay as we resolved some payment processor changes behind the scenes. I have confirmed this player has been paid. Please close this as resolved.

Thank you for your reply Mad Money Casino.

Dear Baury2

Can you confirm that you have successfully received all of your winnings?

Dear Baury2,

Can you please confirm that you have successfully received all of your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will consider your complaint to not be relevant anymore and will be forced to reject it

Dear Baury2

Unfortunately, we have not received any response from you, therefore, we’re not able to proceed with further investigation or suggest possible solutions to your complaint.

We are forced to reject this case because the player hasn’t responded to our messages and questions.

The player can reopen this complaint anytime.