Hi,

I was playing with a bonus and won ,

Then verified my account got validated.

Requested a withdral but still have not recieved anything i tried contacting their live support multiple times and an agent connects but never replies.

I try to attach a printscreen of my account where it says my documents are validated already but its not possible to upload.

Dear aurelio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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, especially if it’s your first withdrawal. 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, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi,

Yes i am aware of your 14 day rule, I requested the withdrawl 19 days ago on January 17th.

I am concerned also because the support never replies when i contact them.

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

Thank you aurelio for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mad Money Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

Why are they not answering?

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 The Gambling Commission of Curacao Antillephone ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter