hello and good day casino guru,

on 23.02.2023 i made a bitcoin withdrawal on madmoneycasino.

i am now waiting 44 days on my withdrawal but recieved nothing yet.

after waiting 2 weeks and recieving nothing, i made a second withdrawal on 09.03.2023,this time i was advised to use astropay, as it would be on time without problems.

for this withdrawal i am now also waiting 27 days without any succes.

ive spoken to live chat many times but they always tell me to wait more, i think 44 days and 27 days is waiting long enhoug.

accounting is not responding to mails for over 17 days now.

i hope to get more succes trough here,

kind regards, antoon

Dear tvs007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello kristina,

I fully passed KYC and i did withdraw allready from the casino.

The winnings were accumulated without any bonusses.

Thanks for the help!

Thank you for your reply, tvs007. Could you please clarify when exactly you received your last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Hi kristina,

I can not exactly tell you when the last withdrawal was completed since they dont met me go back this far in the history,But for sure a few months ago.

I know it was a bitcoin withdrawal wich was also late a fair bit of days. And i also needed to push live chat alot to eventually get my withdrawal.

I am now waiting over 50 days for the btc withdrawal and over 30 days for the astropay.

Thank you

Since its now 53 days allready since i made my withdrawal, and still not recieved anything, i decided to make a formal complait to the CEG.

There is no comunication comming from madmoneycasino.

Understand that i am a fully verified player that did not make use of bonusses to get my winnings.

Note that i have given ALL available payout methods to them to pay me out, because at first ofcours it was problems with payment processors, (like every other complaint).

They have no right or excuse to not pay me out, still they choose to hold my winnings and not communicate with me.

I strongly advise casino guru to rethink giving madmoneycasino a good rating on your webiste.

I thank you for your help.

Do I understand correctly that you have already contacted Licensing Authority? Please let us know, as we won’t interfere with their investigation. Thank you.

Hello, yes i made a complait to cura?ao EGaming.

but they told me allready madmoneycasino.com is NOT in the CEG-ecosystem.

So they can not help me, do you know where they are licensed? If they are at all?

Thanks!

Well, that is probably because the casino has an Antillephone license and not a Cura?ao eGaming license and they are not the same. You can check the license validator here:

https://validator.antillephone.com/validate?domain=www.madmoneycasino.com&seal_id=0da5ea295a57b622e59eed483c54cd9fd0576ed1d0a4604c148c4577e8873567fbc74188602809e46dcc4b0e897f3480&stamp=8cb6ad77d56e733ff63d1b8a61abfe62

I will now transfer your complaint to my colleague Veronika ([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. 

I still do not have any answers from the casino

They said my account is under revieuw but i am waiting for 2 months now.

Very sad.

Dear tvs007,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Mad Money Casino to join the conversation and aid in the resolution of this complaint.

i want to ask why madmoney casino still has a good reputation on casino guru, while they havent responding to complaints for months, and players dont get there money.

i have been waiting for my money for over 2 months now, accounting ignores me for 20 days now allready and live chat is blocked.

pleas do somthing about this, players are getting trapped in this without a way out.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Antillephone Gaming Authority itself ([email protected] or [email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Veronika