Complaint #2 The Money Factory Casino

Verification passed but refused

By Fackau2

1 year ago

Regarding TheMoneyFactory.com
After playing, purchasing, winning, attempting to redeem and being told my account had been verified, I then got a chat message stating:
"Hello,
After careful review, we regret to inform you that we are unable to complete the verification process for your account at this time.
Unfortunately, we are unable to provide specific details regarding this decision. Please understand that this decision is final, and no further verification attempts will be processed for this account."
How is that right? So can you help me with the process to get this righted, please?

Disputed Casino The Money Factory Casino

Reason Verification issues

Amount $789.49

Discussion

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.

Fackau2

1 year ago

This is the email response they sent me. I forwarded the originals to support@Askgamblers.com, in hopes they may help in the matter.
thank you again.

Fri, Jan 24, 2:37 PM (14 hours ago)
to me

Hi Stephanie,
Thank you for reaching out and sharing your concerns. We understand how frustrating and confusing this situation may feel, and we truly apologize for any inconvenience caused.
After carefully reviewing your case, I regret to inform you that the decision regarding your account verification remains final. While we cannot disclose the specific details due to security and compliance reasons, this decision was made in accordance with our Terms of Service and internal policies.

Please note the following:

Verification is a crucial process designed to ensure compliance with regulations and protect both our platform and our players.
As stated in our Terms, the ability to redeem winnings is contingent upon successful verification of your account. Unfortunately, since we are unable to complete this process, redemption cannot be facilitated.
While we cannot allow further verification attempts or redemptions, you are welcome to continue enjoying gameplay with your remaining Gold Coins (GC) balance, which is designed for fun and entertainment.
We understand that this is not the resolution you were hoping for, but we assure you that these measures are in place to maintain the integrity and security of our platform.
We value your understanding in this matter and sincerely apologize for any disappointment caused. Thank you."
Marlou
The Money Factory

Fackau2

1 year ago

I hadn't even requested any dollar amount before getting shut down. I was intending to redeem $650.00 of the $789.94 in my account balance. As you can see, they will allow me to continue to spend my money and winnings with them, yet blatantly state that:
"Yes, we are a legit social casino. We understand that this decision is not what you expected. However, at this time the decision about your verification is final. You can still play with your remaining balance, however, you won't be able to redeem it since we can no longer process your verification."
And refuse to elaborate in any way. I'm very confused as to why, since I have verified with the kyc company on multiple occasions, with other casino's.
Thank you so very much for taking the time to help me.
Sincerely,
Stephanie Baird

AskGamblers

• Support Team

1 year ago

Dear @Fackau2,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

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 2 / 29

Avg. Amount $1,173

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

The Money Factory Casino Complaints

See all complaints for this casino

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.

Unresolved

$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

Slow redemption