Hello,

I deposited at Madmoney Casino without a bonus and then wanted to withdraw € 2000 in order not to gamble away the money again. I contacted the live chat and asked if you could 1. The fact that they stop that you can no longer get it back was denied would not work, 2. Then I asked if I could be excluded for 1 week, it did not work either. 3. Then I asked what you can do instead, the solution was to block the account for 6 months, without thinking I said yes and then it started ??

I asked them if it would still be paid out, they said no, as nobody cares about a closed account.

It was all over 2 weeks ago, I wrote several emails and asked that you open my account, at first I didn't hear anything for a week, then I checked again, the person who wrote to me couldn't help me and passed it on to risk management and I was told again and again yes, they answer today (that was on Friday)

Contacted the live chat again today and the only answer I got was that this is the live chat and they not the risk management and actually closed the live chat, so I can no longer contact them.

I didn’t write email as a last attempt either, but I don’t expect an answer, what do I do now?

Hallo,

Habe ohne Bonus bei Madmoney Casino eingezahlt und wollte dann 2000€ auszahlen lassen, um das Geld nicht wieder zu verspielen habe ich den Livechat kontaktiert und gefragt ob man 1. Das sie das einstellen das man es nicht mehr zurück holen kann, wurde verneint, das ginge nicht, 2. Dann habe ich gefragt ob man mich für 1 Woche ausschlie?en kann, ging auch nicht. 3. Dann habe ich gefragt was man stattdessen machen kann, L?sung von denen war, Konto für 6 Monate zu sperren, ohne zu überlegen habe ich ja gesagt und dann ging es los ??

Ob es dann trotzdem ausgezahlt wird habe ich denen gefragt, wurde verneint, da sich niemand um ein geschlossenes Konto kümmert.

Das ganze ist jetzt über 2 Wochen her, habe mehrere Emails geschrieben und gebeten das sie mein Konto ?ffnen, erst habe ich eine Woche garnichts geh?rt, dann habe ich nochmals nachgehakt, der mir schrieb konnte mir nicht helfen und hat es an das Risikomanagment weitergeleitet und mir wurde immer wieder gesagt ja sie antworten heute( das war am Freitag) 

Heute wieder den Livechat kontaktiert und als Antwort bekam ich nur das dies der Livechat ist und die nicht das Risikomanagment und haben doch tats?chlich den Livechat geschlossen, also ich kann diesen auch nicht mehr kontaktieren.

Email habe ich eben als letzten Versuch auch nich geschrieben, erwarte aber keine Antwort, was mache ich denn jetzt?

Dear Melanie,

Thank you for submitting a complaint. I’m really sorry to hear about your problem. Before we move forward, allow me to ask you a few more questions. Were you able to withdraw from the casino before? Is your account currently closed for 6 months? What explanation did the casino provide to you when you tried to re-open your account? Also please, if you have any relevant conversation between you and the casino, send it to nikolas.b@guruadmins. Please get back to me with more details, so I can help you to resolve your problem. Looking forward to hearing from you.

Best regards,

Nick

Unfortunately, my account was not yet fully verified. The withdrawal was not approved.

Yes, my account is currently closed for 6 months, but that was a misunderstanding.

I'm always put off and don't get a correct answer, my case was forwarded to risk management and I've been waiting since, it was over a week ago.

Leider war mein Konto noch nicht vollst?ndig Verifiziert. Die Auszahlung wurde nicht genehmigt.

Ja mein Konto ist derzeit für 6 Monate geschlossen, was aber ein Missverst?ndnis war.

Ich werde immer vertr?stet und bekomme keine richtige Antwort, mein Fall wurde an das Risikomanagment weitergeleitet und seitdem warte ich, das ist jetzt über eine Woche her.

I received this message today after sending another email. Why is it taking so long now, 180 days? ??

Hello,

Thank you for being patient. Your account is still under review and we are waiting for the reports from the game providers. 

This process can take up to 180 days, however is usually completed sooner. I am sorry about the wait on this, however once the system red flags an account we must follow protocol and manual review with the game providers and manual assignment team. 

Once we have an update we will reach out to you on the solution and outcome. I cannot rush the process as we are at the mercy of our review team. Thank you for your continued patience, also please note Live Chat cannot assist with this matter as these are two different departments. Please do not change the subject line of this email as this is how emails are routed. 

-- 

Mad Money Casino 

Risk Management

It would be enough for me if they paid out my balance to my bank account.

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

I looked at your complaint and will do my best to help you. I would like to invite Mad Money Casino into this conversation. Please, can you specify why did you close player's account for half a year?

Thank you Viliam,

because I didn't want to gamble away my credit again. But it wasn't clear to me that the payouts would then be stopped

Melanie, the question was meant for Casino but anyway did you ask the Casino to close your account for 180 days?

Hello Mad Money Casino,

previous chat transcript shows that player asked you for closing her account. Why did you mentioned "self-exclusion" in communication? She never asked for self-exclusion. When player wants to close his/her account you should do that but you should be able to open that account anytime, right? Also, we would like to know why it wasn't possible to close her account for less than half a year?

Melanie,

I am so sorry your are dealing with this issue, however I want to make sure this is resolved. Melanie had a pending withdrawal and requested to close her account while the withdrawal was pending. Unfortunately our system once you close an account while a withdrawal is pending will void and cancel the pending withdrawal as our team cannot pay out to closed accounts. This must of been an mis understanding with the live chat agent. We have company protocol and guidelines that we must follow. Melanie, you should have received a form to reinstate your account. I will have Risk Management re send this to you via email so this can be cleared up ASAP. I am sorry for any troubles this may have caused. Please check your email today.

Thank you for your message. Then I'll wait for the email.

Dear Melanie,

I'll set the timer to 7 days which should be enough time to get this case solved. Please, let me know when you'll receive your winnings.

Melanie,

We have received the required information, and have responded to your email communication. Please read and confirm all information is correct. Your account will be unlocked in 24/48 hours at this point your payment will process and disperse to your EcoPayz account. Again, I apologize for the confusion on this and I am happy that I could of been assistance on this case. Please update this ticket once payment is received. Thank you so much.

Mad Money Casino

Hello, my account has been reactivated, but i haven't received the money yet. I was told within 24 hours it would be there, but it isn't.

Hello Melanie,

did you already receive your winnings?

Unfortunately not everything, it was paid out in USD, which has a lower value than euros. I've been waiting for an answer from Mad Money since the end of last week.

Dear Casino,

can you specify when will player get all of her winnings?

Hello,

It looks like accounting transferred the funds in USD instead of EUR. I have already put in a request to correct this however this is an accounting issue and these need to be traced carefully to see why the mistake happened. The player should have the remaining funds by Friday, once they Trace the error and invoice the remaining funds. I will try to get this sooner than Friday! ??

Mad Money Casino

Dear Melanie,

as Casino stated you should receive your winnings this week so I'll extend the timer by 7 days which must be enough time for Casino to pay you. Please, let me know when you'll receive your money.

Hello Melanie,

did you receive your winnings?

Hello,

Yes Melanie has received all her winnings.

Thank you, and glad I could of assisted with this.

Mad Money Casino

Yes, it took a while, but everything arrived.

Thanks for your support.

Ja, hat zwar etwas gedauert, aber es kam alles an.

Vielen Dank für eure Unterstützung.

Dear Melanie,

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