The Money Factory Casino

I have been waiting 23 days now for redemption.

I've emailed support and used live chat with no resolution.

I keep getting the same answer that it could take 90 days.

I have redeemed here over 5 times previously and never had an issue, but support is awful at the moment.

My redemption request is for $500.

I created a Skrill account & found The Money Factory via the Skrill app.

I won $138 on my first visit on October 26 & my redemption request is still "pending".

I've been in contact using live chat & was told up to 72 hours. After a week, I reached out again to make sure they weren't waiting on any information they needed from me. That's when I was told that I'm all verified; if anything else was needed, I'd get an email.

Also, my request will be processed in the order it is received. Also, they have up to 90 days to process my request, & that reaching out multiple times will not result in a quicker payout..!

I put in a redemption on August 23 at that time of redemption. It said 24 to 72 hours that passed then they told me 14 business days that passed and then they said their website states they could have up to 30 business days could take a little bit longer if they had to go through securities now I got an email from a robot saying that their terms on their site says 90 business days which that was not the case. I have proof and emails and site messages that stated up to 30 business days so they just literally changed their website to 90 business days. So in that case if I put in a redemption on August 23, I’m not gonna get paid till December 26 and that is not OK with me. Everything is a lie with them. They keep changing their terms. They are refusing to pay me. I put in a redemption August 23 like I stated for $5000. I played my own money. I am KYC verified. I redeemed to my trustworthy bank account and there should be no issues with my account whatsoever. They have not only done this to me, but several other people and I just want to be paid what is owed to me and I should not have to wait 90 business days to receive my money.

I've been waiting since 9/7 for my payout,

I'm fully verified, and they say it's a 24-hour wait for Skrill payout

I have contacted them via email many times, never to hear back, and their live chat can't handle payout issues

They even have my bank account info, so I can't understand why I'm waiting this long on a legit win

I have been waiting to redeem my game winnings for almost 30 days; initial request was sent/received on 8/12/25. Regarding redemption, their policy states:

“While we typically process redemptions within 24-72 business hours, processing can extend up to 14 business days under certain circumstances.”

But every-time I have reached out to them to inquire about the delay, they have altered & extended the waiting period to the following to justify the delay:

1- 24-72 hours

2- Up to 14 business days

3- Over 30 days

** over 30 days now?? Understanding no time frame now is quoted; it can take forever lol

I have must of talked with them on their live chat at least 15-20 times, but for the sake of keeping complaint short & brief, I’ll attached below the 2 separate times I reached out through their email support to inquire for a reason as to why the delay; the last one interacting with a supervisor.

1- 8/21/25 (7 business days)

Casino replies (summarized): “While we typically process redemptions within 24-72 business hours, processing can extend up to 14 business days under certain circumstances….. If your redemption exceeds 14 business days, you can request escalation for a manager review.”

2- 8/29/25 (14 business days)

Casino replies (summarized): “ I’ve checked on your redemption, and it’s still within our standard processing time.

While we typically process most redemptions within 24-72 hours, our Terms of Service do state that certain circumstances, such as verification reviews, high redemption volumes, or compliance checks, can take longer than 30 business days.” **

** over 30 days now?? What does that mean now? No time frame now is quoted; it can take forever lol Also the manager that replied with the underlined notion that I should not be asking about delay since by his opinion, I am still during the expected waiting period; but they were the ones who had advised to reach out to them after 14 business days - leaving to assume any time after that time frame is not normal.

I’m almost at my 30 day mark and no progress; my redemption still is showing with the same status since day 1 of submission: pending.

Ask gamblers was very helpful for a previous complaint I submitted with another casino; I am asking for your assistance one more time please.