On June 29, 2022, I requested a withdrawal of 420.76 Euros via Tron cryptocurrency. The selection is still in "In Progress" status. Last Friday I contacted the casino via Live Chat to find out the reason for the withdrawal delay. The chat specialist explained everything to me in quite detail and told me that the casino was switching to a new system for making payouts via crypto, which led to a delay in payments. I got about 50 free spins for the delay which was nice and I was informed that the withdrawal would most likely be made that day. So I waited until Monday and the selection still hasn't arrived. So I went back to the chat to find out some new information and was again told that the withdrawals were delayed due to the transition to the new system and that many of the casino staff were attending some casino conference and was told that the system will be up and running soon and that my payment is first in line for processing. So I waited again. Today it's been 3 days since this second chat (and 6 days since the first) and the payment status still hasn't changed.

So I want to ask, is it appropriate to file a complaint in such a situation? I have no other negative experiences with the casino, Mad Money has become my favorite casino and everything has always been fine, the chat support specialists are very nice and always helpful and several withdrawals in the past have even arrived in less than 2 hours (via crypto). But more than 2 weeks seems like a long time to me. I understand that the casino had technical difficulties which apparently delayed the withdrawal, but I find it strange that last Friday they assured me that the withdrawal would be made that day, and on Monday they told me that most of the staff were at a conference, but again they assured me , that the collection would arrive soon, but still after several days, it still hadn't arrived. If they told me straight away that they had technical problems and that the withdrawal would take another week, I would gladly wait another week at a casino like Mad Money. But since they promise me that the selection will already arrive, but it still hasn't been done, it seems strange to me. Maybe it's too early to write a complaint, but I've had a bad experience with another casino in the past, so I'd rather be careful, and I'd like to ask if you might know more about the payment system issues at Mad Money (from other players, etc.) and should I wait some more time or should I file a complaint already?

Thank you,

Miroslav

Dne 29.6.2022 jsem po?ádal o vyběr ve vy?i 420.76 Euro p?es kryptoměnu Tron. Vyběr je stále ve stavu "In Progress". Minuly pátek jsem kontaktoval kasíno p?es Live Chat, abych zjistil d?vod opo?dění vyběru. Specialistka na chatu mi v?e celkem detailně vysvětlila a sdělila mi, ?e kasíno p?echázelo na novy systém provádění vyplat p?es krypto, co? vedlo ke zdr?ení plateb. Za zdr?ení jsem dostal asi 50 proto?ení zdarma, co? bylo milé, a byl jsem informován, ?e vyběr bude uskute?něn s velkou pravděpodobností je?tě ten den. ?ekal jsem tedy do pondělí a vyběr stále nedorazil. Vrátil jsem se tedy na chat, abych zjistil nějaké nové informace, a bylo mi opět ?e?eno, ?e vyběry mají zpo?dění díky p?echodu na novy systém a díky tomu, ?e mnoho pracovníku kasína se ú?astnilo nějaké konference ohledně kasín a zároveň mi bylo ?e?eno, ?e systém bude ji? brzy zprovozněn a ?e moje platba je první v po?adí pro provedení. Opět jsem tedy ?ekal. Dnes je to ji? 3 dny od tohoto druhého chatu (a 6 dní od prvního) a stav platby se stále nezměnil.

Chci se tedy zeptat, je vhodné v takové situaci podat stí?nost? S kasínem jiné negativní zku?enosti nemám, Mad Money se stalo mym nejoblíbeněj?ím kasínem a v?e v?dy bylo v po?ádku, specialisti na podpo?e p?es chat jsou velmi mily a v?dy pomohou a několik vyběr? v minulosti dorazilo dokonce za méně ne? 2 hodiny (p?es krypto). Více ne? 2 tydny mi ale p?íjde jako dlouhá doba. Chápu, ?e kasíno mělo technické potí?e, které vyběr z?ejmě opozdily, ale zdá se mi zvlá?tní, ?e mě minuly pátek ujistili, ?e vyběr bude je?tě ten den proveden, a v pondělí mi ?ekli, ?e vět?ina zaměstnanc? byla na konferenci, ale opět mě ujistili, ?e vyběr brzy dorazí, av?ak stále po dal?ích několika dnech nedorazil. Pokud by mi poprvé rovnou ?ekli, ?e mají technické problémy a ?e vyběr je?tě tyden potrvá, tak u kasína jako Mad Money rád dal?í tyden po?kám. Jeliko? mi ale slibují, ?e vyběr u? dorazí, ale stále není proveden, tak se mi to zdá zvlá?tní. Mo?ná je p?íli? brzy na psaní stí?nosti, ale v minulosti jsem měl ?patné zku?enosti s jinym kasínem, tak jsem raději opatrny a chtěl bych se zeptat, zda t?eba víte více informací o problémech platebního systému v Mad Money (od jinych hrá??, apod.) a zda mám dále nějakou dobu ?ekat, nebo zda mám ji? podat nějakou stí?nost?

Děkuji,

Miroslav

Hello mprovod,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mad Money Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Is this your first ever withdrawal request in the casino? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thank you for answer. As for the questions, I will answer them one by one:

Could you please advise if your account is already verified and if so, since when exactly?

The account has already been verified since May. If you need to know the exact date of verification, I will try to find it.

Is this your first ever casino withdrawal request?

I have already made several successful withdrawals from the casino in the past.

Did you accumulate your winnings with real money or use a bonus?

It was both. I activated the bonus, deposited real money and the casino credited the bonus. After that I had to play a certain amount of bets which was displayed at the bottom left of the game and when I reached the required amount the bonus balance turned back into real money that could be withdrawn.

When was the last time you talked to the casino?

The last time was three days ago (Monday 7/11) via Live Chat where I was told that my selection was among the first to be processed after the payment system issue was resolved.

If any additional information or more details are needed, please let me know.

Thank you and kind regards,

Miroslav

Ahoj Nicku,

děkuji za odpově?. Co se ty?e otázek, tak odpovím postupně:

Mohl byste mi prosím poradit, zda je vá? ú?et ji? ově?eny a ano, od kdy p?esně?

ú?et je ji? ově?eny a to od května. Pokud je t?eba vědět p?esné datum provedení ově?ení, tak to zkusím vyhledat.

Je to va?e v?bec první ?ádost o vyběr v kasinu?

Z kasína jsem ji? provedl několik úspě?nych vyběr? v minulosti.

Akumulovali jste své vyhry se skute?nymi penězi nebo jste pou?ili bonus?

Jednalo se o obojí. Aktivoval jsem bonus, vlo?il skute?né peníze a kasíno p?ipsalo bonus. Poté jsem musel hrát ur?ité mno?ství sázek, které se zobrazovalo vlevo dole od hry a kdy? jsem dosáhl pot?ebného mno?ství, bonusovy z?statek se změnil opět v reálné peníze, které je mo?né vybrat.

Kdy jste naposledy mluvili s kasinem?

Naposledy p?ed t?emi dny (v pondělí 11,7.) p?es Live Chat, kde mi bylo sděleno, ?e m?j vyběr je mezi prvními, které budou zpracovány po vy?e?ení problému s platebním systémem.

Pokud budou t?eba nějaké dal?í informace nebo více detail?, tak dej prosím vědět.

Děkuji a s pozdravem,

Miroslav

Thank you mprovod for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi mprovod,

I've just reviewed your case and understand your concerns regarding what you have to deal with. In order to help you resolve the issue with the delay, I will contact the casino.

Dear Mad Money Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Could you please share more information about the case? Are you still fixing the technical issues caused by the transition to the new payment system? If this is the only reason for the delay, when can the player await his withdrawal request to be processed from your side? 

Best regards,

Natalia

Hello everyone,

My apologies to the player for the delay he experienced on his latest withdrawal. This has been completed and he has received his payment. I do appreciate the players comments about his history and previous good experiences. This is what we strive to meet with all withdrawals. I have checked his history and indeed the last 3 withdrawals were completed in 35 minutes, 1 hours and 4 hours, so this recent delay was an exception.

As was mentioned, we were very detailed and upfront about the delay and that we were working on implementing a new crypto processor. This did have some integration issues and took longer than expected which caused his delay. And in fact, it was reverted back to the old system for the time being as it was a continual issue. The player does seem understanding and unfortunately we did not give a reliable timeframe as he said he would have appreciated. So our apologies for that and the reason for this is it simply took longer than anticipated.

For now, the player has received his money and I hope is now satisfied.

Hello everyone,

thank you Mad Money Casino for your reply and explanation and I confirm that I received the withdrawal two days ago already. So the case can be closed as solved. I can also confirm that this was an exception and all previous withdrawals as stated by the casino were indeed received within hours.

Thanks again to both the casino and Casino Guru for their help.

Regards and Have a nice day,

Miroslav

Ahoj v?ichni,

děkuji Mad Money Kasinu za odpově? a vysvětlení a potvrzuji, ?e jsem vyběr ji? p?ed dvěma dny dostal. P?ípad tedy m??e byt uzav?en jako vy?e?eny. Mohu také potvrdit, ?e se jednalo o vyjímku a v?echny p?edchozí vyběry, jak kasíno uvedlo, byly opravdu obdr?eny do několika hodin.

Je?tě jednou děkuji jak kasínu, tak Kasino Guru za pomoc.

S pozdravem a p?áním hezkého dne,

Miroslav

Dear Mad Money Casino team, thank you very much for your cooperation in this case!

Dear mprovod, I'm very glad to hear that you finally received your winnings! I will indeed close this complaint as unresolved.

Thank you for using our Complaints Resolution center. I hope you will not come across a problem like this either in this casino or in any other, but don't hesitate to contact us in the future if you run into any issues and we'll try our best to help you ??

Best regards,

Natalia