I won 1400€ on MadMoney Casino, after I've submitted all my documents and my account got verified. I've waited 7 days for the pending withdrawal without any info or mail from the casino until today.

Today I logged in to my account and saw, that they voided the wins because of a duplicate account. Without any mail notification or information. I never played on that casino nor did I create a duplicate account. That's just not true and I can prove it with all my documents.

It is criminal for a casino to deny a win without any justification by claiming a duplicate account. With no evidence, just taking away the money and then not even telling the player.

Please help since I did nothing wrong and I never played with a duplicate account!

Dear BrianS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Do I understand correctly that your account hasn't been verified in the past?

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

Best regards,

Petronela

Hello Petronela,

I can say 100% that no neighbors or family members have opened an account on the site through my computer/IP address/email address.

After clearing the bonus I uploaded all the required documents which were verified by the casino.

After that I gave up the payment.

After the status hasn't changed after 4 days, I contacted support who said it could take up to 7 days.

When the 7 days were up and I still didn't get any notification from the casino, I logged into my account and saw that my balance shows €50 and in the history (screenshot attached) it says duplicate account.

Without ever contacting me directly. The prize was canceled just like that, with no explanation, proof, nothing.

Hallo Petronela,

ich kann zu 100% sagen das kein Nachbar oder Familienmitglied über meinen Computer / IP Adresse / Email Adresse ein Konto auf der Seite er?ffnet hat.

Nachdem ich den Bonus durchgespielt habe, habe ich alle erforderlichen Dokumente hochgeladen, welche von dem Casino best?tigt wurden.

Danach habe ich die Auszahlung aufgegeben.

Nachdem sich der Status nach 4 Tagen nicht ge?ndert hat, habe ich den Support kontaktiert welcher meinte, dass es bis zu 7 Tage dauern kann.

Als die 7 Tage um waren und ich noch immer keine Benachrichtigung von dem Casino erhalten habe, habe ich mich in mein Konto eingeloggt und gesehen, dass meine Balance 50€ anzeigt und in der History (Screenshot angeh?ngt) die Meldung mit dem doppelten Account steht.

Ohne mich jemals direkt zu kontaktieren. Einfach so wurde der Gewinn annulliert, ohne Erkl?rung, Beweis, gar nichts.

Thank you very much, BrianS, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([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 BrianS.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Please explain to us why BrianS's account was marked as duplicate.

Hi Matej,

there was a communication issue with the casino, they had some problems with their mail server so I didn't get the mail first.

I must say that it was one of the best support experience since it was on a professional level and all problems were solved.

Thanks to Mad Money Casino, we can close the complaint now.

Dear BrianS,

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.