Complaint #3 MadMoney Casino

Delayed payment of funds to Skrill

By VALIK N.

4 years ago

Hello, on 15.08.22 I made a request to withdraw funds 900 eur to Skrill. In the rules they say that the withdrawal of funds up to 1000 takes 3-5 days.
The account is verified, before that, deposits and withdrawals were made.
Last time I was told that they had problems in connection with the transition to a new payment system, but they said that everything was solved.
But the money has not yet been received.

Disputed Casino MadMoney Casino

Reason Delayed payment

Amount €900

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review of valid information and proof presented by MadMoney Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

AskGamblers

• Support Team

4 years ago

Dear @VALERA_NE_NADO,

Rest assured that the AskGamblers Complaint Team is in contact with the MadMoney Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Inactive user

4 years ago

Hello.
There was a deposit with a bonus, but the bonus was lost, then there were 3 deposits without using any bonuses. On the third deposit, my account was verified and the money was withdrawn to me, I was not informed about any duplicate accounts (Because there are none). I continued playing because I didn’t think there would be any problems, because the account was verified, the withdrawal of funds was approved for me. I made more deposits, made 3 deposits, again without using any bonuses. They accepted my deposits and didn't talk about any duplicate accounts. And only after I won the money, it suddenly turned out that I had a "duplicate account". Why did you accept my deposits then??
I can verify my phone number. What kind of abuse can we talk about if the bonus is gone and the entire main game was on deposits without bonuses? I only assumed that my number could be indicated without my knowledge, but this does not change the fact that I can confirm the phone number indicated in my personal account (because it is mine in the passport) if someone else indicated my number, then I don't care if they can't confirm this number, but I can. (Let me remind you that all the account data is exclusively mine and you verified my account, regarding the verification of the phone - I did not receive any calls or SMS to confirm the number, but if I wish, I can easily pass such verification)
About used the same bonus. The gambling community is huge and it is not uncommon for friends and acquaintances to share interesting casinos and interesting offers from them. This "partner bonus" is in the public domain, so any players can easily get it and share it with any players.
It turns out that you simply cancel the winnings from my deposits in which the bonus was not used, based on an unverified phone number (which anyone can enter, i.e. without my desire? did you verify the number via a call or SMS?)

AskGamblers

• Support Team

4 years ago

Dear MadMoney Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

MadMoney Casino Complaint Stats

Resolved 10 / 15

Avg. Amount $1,135

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

MadMoney Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 10 out of 14 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

MadMoney Casino Complaints

See all complaints for this casino

Delayed withdrawal of €2,249

Maybe I'm stupid playing at this casino again but I just thought they wouldn't fool me twice..

Made a withdrawal of 2249.24€ on 15-04-2023 so I have been waiting for almost two months now.

It's like last time, they are telling me there is no problems and we have to wait 7 working days for my withdrawal to be accepted and paid out.

After 7 days they blocked my account and they won't answer any emails...

Unresolved

€2,249

Account Lockout and support unresponsive

I have been playing here for over 2 years and now my account is locked out and gives the attached error code

Live chat is no longer available on website.. have left 2n messages in last week on Contact Us Page wit no reply

Message on Discord ..

And previous email to Support

This is to Advise I am submitting an official complaint on Askgamblers.com for failure to reply to multiple requests for support and information

Please respond asap with detail is this a system issue ?? or can in resolve the issue with my account sumhow.?

Please Advise ASAP?

Unresolved

Withdrawals not paid out and live support not working

I requested a withdrawal of 250 € from the casino 10 days ago. As per usual they kept saying that the cashout will be paid out soon and that the staff is busy after holidays, which already finished over 3 weeks ago. They haven't paid out anything. As of today, I can't login to my account and the live support is not working for 2 days in a row (they state that no agents are there). When I tried to sumbit a inquiry through the website, it also doesn't work and the error pops up. It feels as if they removed all possible communications with the casino and doesn't answer anyone.
My account has been verified long time ago since I registered 2-3 years ago and made multiple cashouts before when I used to play on here a year ago.

Unresolved

€250

Delayed Payment and no Contact from Casino

After playing with a cash deposit and hitting a win I requested a withdrawal of funds on February 14th. After a week I chased this with the casino as they state that withdrawals take 3-5 working days. I was told at the time there was no issue and to wait.

I chased again a week later and they then said that there had been an issue with the system and the payout would definitely be sent. This never happened. Chat then started to say that they have no involvement in the withdrawal process and all they can do is send a reminder to the finance department.

I then instructed a solicitor to engage with them but they simply ignored me and Mad Money has ignored my solicitor as well.

Madmoney will not engage with me or my solicitor in regards to resolving this issue after checking review sites have told other players they have issues as far back as last year and this seems to be being used as a tactic to not payout to players.

It has been 36 working days since I requested the withdrawal.

Unresolved

€1,567

Haven't paid since 18th March

Good evening,

I made a withdrawal of 500€ on the 18/03. According to the terms and conditions of this casino, amounts below 1000€ have a processing time of 3 to 5 working days.

I have previously made a withdrawal of €800 to Skrill where it was pending withdrawal until processed and it took about 2 weeks after several complaints. This was done through Astropay and was immediately complete. I questioned Astropay and they are not aware of any payment. (Answer attached)

On March 27th, I was informed that I should contact them by email, as this was the only way to receive clarification. I sent several emails and no one responded to me until today.

In the chat they only inform that we have to send an email and that they will leave information. Attached proof of withdrawal, which is pending and chat reference to contact by email.

It's been 17 days!

Can you help? Thanks,

Unresolved

€500

Verification problem MadMoney

I send documents on the upload page to Madmoneycasino.

Support didn't tell me what documents they want. So I uploaded what is normal. Id bill and payment method. But still, my account is not verified. I sad that Madmoneycasino doesn’t answer my emails also. And live support says only standard answers.

I need help in this case. Cause I have an open withdrawal of 208 euros. And I saw many complaints about this Madmoneycasino.

Resolved

€208

Delay payment from MadMoney

Hello,

I have problem with a casino, madmoneycasino.

Short description. I am waiting 3 withdrawals requests (total 4822€) from 14/11/2022. They are telling me all the time that have issues. I suggest them to pay me through bank transfer or skrill.

Until now I got only excuses. I didn't use any bonus and my account verification has completed around 19/11/2022.

It has been more than 1.5 month and still haven't got any payouts. Can you help me please? I have screenshots and our email conversation with the casino's account department if you need any proof.

Resolved

€4,822

Missing withdraws

I made withdrawal on 20.12.2022, and I still haven't received my money or any kind of contact from the casino. I have sent them several emails asking about this, with no response.

Also, there is no live chat feature on their page.

Their responsible gaming settings are in "Coming soon" mode, which means I can't set the wagering limits I want.

Resolved

€130

They did not pay my winnings

I was playing an online slot at this casino on Dec 13-2022, and won approx 600 euros, I withdrew 500 euros on that date, and have not received the withdrawal payment I am due. I have contacted them by live chat twice. In the first instance I was informed my withdrawal was in a queue and would be paid within a few days. My second interaction with the chat operator, was no response whatsoever, so I just closed the chat window.

The chat bot suggested I email accounting@madmoney casino.com, which I did yesterday, Dec 23, but have had no response. I am waiting eight business days for my payment, which is over their three to five day withdrawal processing, as outlined in their terms and conditions.

Resolved

€500

Delayed withdrawal of 1500 EUR

Delaying withdrawal of 1500.60€.

Made a withdrawal on 21st October to my Ezeewallet account that I have used for withdrawal from this casino before, today is 18th November and now they seem to have blocked me from Live Chat.. They told me that it's a 7-day process for withdrawals over 1000€, not a whole month... After those 7 days, I'm told there is a problem with their payment systems and promised me that I will have my winnings paid out at the end of the week but I haven't got them yet.. They have all the documents they'll ever need

Resolved

€1,501