Complaint #1 The Money Factory Casino

No responsible gaming

By Mws813

1 year ago

This site doesn’t even follow its own responsible gaming policy. I am an addicted gambler that used their permanent self exclusion tool to stop me from playing here. A week later my addiction kicked in and I emailed them and ask them to remove it and they did immediately without question. I then lost all the money I had due to addiction. They have refused refund and I only asked for r the money back after they removed the exclusion. Even though all my money was spent because of addiction. I have never cashed out here even when I was way ahead because of my disease and it’s clear in my play. They even responded to me on Trustpilot saying that any exclusion can be lifted with a request from the player? What even have tools at all them? I did what I was supposed to do and excluded myself and they recklessly removed the exclusion and take no responsibility for it at all. They just took my money with a smile knowing that they violated their own terms and a standard across the industry. I am hoping you can help as this place should be blacklisted

Disputed Casino The Money Factory Casino

Reason Refund declined

Amount $3800

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear The Money Factory Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Mws813

• 1 reviews

1 year ago

Hello, I greatly appreciate your help. It was approximately $3800.00 in one day (just hours) the same day the second exclusion was lifted. I was not asking for any money back from previous deposits even though they lifted the exclusion before I was just looking for the ones that it was seriously a problem and they lifted the permanent exclusion. Thanks so much.

AskGamblers

• Support Team

1 year ago

Dear @Mws813,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed deposits.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

The Money Factory Casino Complaint Stats

Resolved 3 / 30

Avg. Amount $1,286

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

The Money Factory Casino Complaint Summary

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

So far, 3 out of 29 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

The Money Factory Casino Complaints

See all complaints for this casino

Moneyfactory refuses to engage in arbitration and ghosts me

They owe me more than 4500$ and refuse to engage in the procedures set out by their own terms. I have been told repeatedly like many others that it is under review but they never get back or help at all. I even started the JAMS process because it is a large amount of money but they refuse to engage and now I am also outside of the chargeback period to get any money of my deposits back from this website unfortunately.

Unresolved

$4,577

Unresolved 100 dollar redemption and account blocked after legitimate follow up

I am submitting this complaint against The Money Factory for a delayed/unresolved redemption and subsequent account blocking.

Redemption Details:

Submitted on or around June 7, 2026

Amount: $100 via Skrill

Redemption/Transaction ID: 471ebd6b-b590-4a08-ae31-93aae4157e7c2

Username: < sent to the casino >

Associated email: < sent to the casino >

Issue Summary:

The operator advertises fast redemptions (typically 0-72 hours) but buries a clause in their Terms of Service (Section 12.4(a)) allowing up to 90 business days or longer. My redemption has now been pending for nearly a month (as of July 2, 2026) with no payment received and minimal meaningful updates.

I contacted support multiple times seeking a status update and explanation. Responses were generic and unhelpful. After I left a factual review on Trustpilot detailing the delay and misleading advertising, the operator replied on June 23, 2026, stating the redemption "remains in process" and that they would reach out with an update. No further contact occurred. Shortly afterward, they blocked me from further communication.

This combination of misleading marketing, prolonged delay without clear explanation, and retaliatory blocking after legitimate complaints constitutes unfair treatment.

Requested Resolution:

Immediate processing and payment of the full $100 redemption to my Skrill account. If any additional verification is required, provide specific details in writing.

I am unable to upload screenshots and evidence so to an upload error, however my email is [email protected] and would be more then happy to email them.

I have made good-faith efforts to resolve this directly with the operator prior to filing here.

Unresolved

$100

Doesn't pay and no support provided

Redemption requested May 28, 2026. All verification for identification and address was completed and approved before redemption was requested. I have reached out 3 times now for an update and have been told all 3 times that Live Support doesn't handle redemption inquiries and that someone would reach out 24-48 hours from that message. Never heard from anyone.
Redemption id: 534c1e7c-809d-4d7f-a7a8-c8f056b28b11

Unresolved

$161

Redemption pending since September

I submitted a redemption on September 2nd, 2025, and still haven't received it.

I have talked to numerous people, and they all say the same thing: management will follow up. And they do, but all they tell me is my redemption is still pending, it's still processed to be paid out, but it hasn't been.

Every time I talk to them, it's the same old thing, nothing's getting done, and there's no excuse for why it's not been processed yet.

It's been months.

Unresolved

$100

Redemption delayed almost 1yr

My account is verified and active. After purchasing a $10 pack , I requested a $100 redemption 9/24/2025. I still haven't received it!! Well over 90 business days, longer than their terms and conditions state. I've begged for a good reason why and they just tell me it's in process and I'll be emailed when that changes. Going on over 6 months! I can provide more screenshots if needed.

Unresolved

$100

My 185 dollar payment is 7 months overdue

I am still waiting for a payment meant to be paid shortly after 9-13-2025 but even after the MAX amount of time (120 business days, it might have been 90 days I don't know I can't recall, all I know is the amount of time has already come and gone now) they claimed it would take it's taking longer?! I even paid them some money so I could keep playing and lost that. Why wouldn't they pay me? That is so rude.

Unresolved

$185

Redemption pending since September 2025

I have had a redemption request pending with The Money Factory since 9/30/2025. Their own terms, which they referenced when I messaged support, specify payment within 90 business days (which is an insane length for payment on a redemption and I am pretty sure they altered to a longer term while the redemption was pending). Every message to their support results in them blaming their own internal team and no actual progress or resolution. This is not my first go-around with The Money Factory taking an inordinately long time to pay out a redemption.

Resolved

$1,793

6 months and still nothing

I redeemed my cash price about six months ago, on August 23, 2025, and still nothing. Still get generic answers.

I asked him if anything was wrong and if I needed to do anything. They said no, everything’s good on your end. We just gotta wait for a redemption team. I don’t know how to site is still up.

I just keep asking them. They said that they have the right just to take their time to pay me my money, and I know that they don’t.

Unresolved

$110

I won over 4000 dollars Jan 22. and still waiting

I won over 4000 dollars Jan 22.26 and submitted my redemption in which they said I would receive within 3 to 5 days and still haven't gotten it and when I look at other reviews by trustpilot they're giving this business all kind of good reviews when not only have they not paided me they have not paided alot of players but yet they are still online collecting new customers!!

Unresolved

$4,000

Waited and waited

I am filing this complaint against The Money Factory for a $1,100.00 redemption initiated on September 11, 2025.
When I originally submitted my request, the Terms and Conditions (T&Cs) stated a 30-day processing window. However, a few weeks later, the company updated their terms and forced me to comply with a new 90-business-day waiting period. I maintain that retroactively applying these terms to a pre-existing request is a breach of the original agreement and a violation of Minnesota Statute § 325F.755.
Despite my forced compliance with this extended wait, the 90-business-day window expired on January 20, 2026. I was previously in contact with managers May and Danielle, who responded regularly while the clock was still running. However, now that the deadline has passed, they have gone completely silent and ignored all my recent messages.
My account still shows the redemption as "Pending." The Money Factory has failed to meet both their original 30-day obligation and their own self-imposed 90-business-day extension. I am requesting the immediate release of my $1,100.00.

Unresolved

$1,100