Good afternoon,

I made a withdrawal request at this casino on the 18/03/2023.

To date I have only been able to make one withdrawal as they always take longer than usual.

The information given in the terms and in the chat is that amounts up to €1000 must be processed within 3 to 5 days.

They do not mention any information about being working days but in the chat they insist on mentioning it.

The payment is €500 through the Astropay partner.

Now when placing the order it is automatically completed which made me worried because with Skrill it is available for cancellation for days, one, two weeks.

When questioning Astropay they are not aware of any payment and at the casino they continue to ask to wait as it is normal and needs to be verified.

When I told them the number of casinos where I play and pay on the same day, they said that they have a better offer than those casinos.

Which is not true because payment is difficult...

I am asking for your help as this is against his terms and reasonable.

Proof attached.

Thanks

Boa tarde,

Efetuei um pedido de levantamento neste casino no passado dia 18/03/2023.

Até hoje só consegui efetuar um levantamento pois demoram sempre mais que o habitual.

A informa??o dada nos termos e no chat é que valores até 1000€ devem ser processados de 3 a 5 dias .

N?o referem qualquer informa??o sobre serem dias úteis mas no chat fazem quest?o de o referir.

O pagamento é de 500€ através do parceiro Astropay.

Ora ao fazer o pedido fica automaticamente completo o que me deixou preocupada pois com Skrill fica disponível para cancelamento durante dias ,uma ,duas semanas.

Ao questionar a Astropay n?o têm conhecimento de qualquer pagamento e no casino continuam a pedir para aguardar pois é normal e tem de ser verificado.

Quando lhes disse a quantidade de casinos em que jogo e pagam no mesmo dia disseram que eles têm melhor oferta que esses casinos.

O que n?o é verdade pois se dificultam o pagamento ...

Pe?o a vossa ajuda pois isto é contra os termos dele e o razoável.

Em anexo comprovativo.

Obrigada

Dear paljesus,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good morning,

Automatic replies do not give confidence!

I verify that your answer is the same for all complaints.

However, I would like to inform you that I sent an email to the casino. In the chat I was told to do it and so far I have not had an answer.

Thanks,

Paula J***

Bom dia,

Respostas automáticas n?o d?o confian?a!

Verifico que a vossa resposta é igual para todas as reclama??es.

Entretanto gostava de informar que enviei um e-mail para o casino. No chat foi me dito para o fazer e até agora n?o tive resposta.

Obrigada,

Paula J***

I already sent 3 emails to [email protected].

No response to them!

In the online chat they always give the same answers!!!

Thanks,

Paula Jesus

Já enviei 3 emails para [email protected].

Sem qualquer resposta aos mesmos!

No chat online d?o sempre as mesmas respostas!!!

Obrigada,

Paula Jesus

Good morning,

Apparently the chat is already off because I've been trying to talk and it's never available.

Bom dia,

Aparentemente até já o chat está desligado pois tenho tentado falar e nunca está disponível.

Dear paljesus,

Have you received your withdrawal from the casino yet?

Hello,

Not received.

I can't get answers to my emails and in the chat they don't talk to me anymore.

Can you help?

Thanks

Olá,

N?o recebi.

N?o consigo respostas aos meus e-mails e no chat já n?o falam comigo.

Podem ajudar?

Obrigada

I'm tired of this situation,

I still have no answers, by email no one responds.

Today I've already been told in the chat but they promptly answer me that these questions are only by email.

I don't understand!!!!

How long will I have to wait?

Estou cansada desta situa??o,

Continuo sem respostas , por email ninguém responde.

Hoje já me falaram no chat mas prontamente me respondem que estas quest?es s?o apenas por e-mail.

N?o entendo!!!!

Vou ter de esperar até quando ?

Goodnight,

16 days ... How long are you supposed to wait?

The transaction appears complete for 16 days.

It is not pending as usual!

Thank you for any response... Just asking if I received the amount is not any support.

Thanks,

Boa noite,

16 dias ... é suposto aguardar até quando?

A transa??o aparece completa há 16 dias.

N?o está pendente como é usual!

Agrade?o alguma resposta... Perguntarem apenas se recebi o valor n?o é qualquer apoio.

Obrigada,

Thank you very much for your reply, paljesus. Have you made any successful withdrawals before? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Good morning.

Yes, I already made a withdrawal of €800 which also took more than 2 weeks.

There are no responses to emails, only in the chat where they always said to wait because they have many requests to verify and now that the deadline has passed they say they cannot help.

To send email.

I'll send some prints to the email you provided me.

Thanks,

Paula J***

Olá, bom dia.

Sim, já efetuei um levantamento de 800€ que demorou igualmente mais de 2 semanas.

N?o há respostas aos e-mails , só no chat onde sempre disseram para aguardar pois têm muitos pedidos para verificar e agora que já passou o prazo dizem que n?o podem ajudar.

Para enviar email.

Vou enviar alguns prints para o e-mail que me forneceu.

Obrigada,

Paula J***

This is inconceivable!!!

No one enlightens me.... 21 days later I still don't know anything....

Isto é inconcebível!!!

Ninguém me esclarece.... 21 dias depois continuo sem saber nada....

Now they're on vacation!???

Agora est?o de férias !???

Thank you very much, paljesus, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear paljesus,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Mad Money Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Mad Money Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi, it's been the 18th of a month.

They still don't answer my emails.

Thanks

Paula Jesus

Ola, faz dia 18 um mês.

Continuam a n?o me responder aos e-mails.

Obrigada

Paula Jesus

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.

Can you please do something?

They don't respond to emails and now I don't even have access to my account.

Thanks,

paljesus

Podem por favor fazer alguma coisa?

N?o respondem aos e-mails e agora nem.acesso tenho a minha conta.

Obrigada,

Paljesus

Dear paljesus,

I will try to contact the casino again and set the timer by additional three days.

Your patience is much appreciated.

Kind regards,

Stefan

Good morning,

I don't understand how there are players coming to reply that they received their payouts and I don't get any replies.

What can I do to get my money back?

So much money invested in a scam.

I know there is a risk.

But it's different.... I didn't lose.

I won.... and still I don't receive!

It was thanks to the casino guru that I found out about this casino and because it had a good rating I went to play.

There is a way to help or not!

Thanks

Bom dia,

N?o entendo como há jogadores a virem responder que receberam os seus pagamentos e eu n?o recebo respostas.

O que posso fazer para reaver o meu dinheiro?

Tanto dinheiro investido numa fraude.

Sei que existe o risco.

Mas é diferente.... Eu n?o perdi.

Ganhei....e mesmo assim n?o recebo!

Foi gra?as ao casino guru que conheci este casino e por ter boa classifica??o fui jogar.

Existe forma de ajudarem ou n?o!

Obrigada

Dear paljesus,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not 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. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them ([email protected] and/or [email protected]). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at [email protected].

Kindest regards,

Stefan, www.kpvfaw.com