The Money Factory Casino Complaints

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.

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.

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.

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.

I've lost hundreds, and I finally won in June for 807.00. I put in my redemption on June 27th 2025, I'm verified, I used my bank card, I won with my own money. They said it's typically 24 to 72 hours,in some cases up to 14 business days. We'll mine over 14 business days, support will not give me no updates or what's going on, they say the same thing over and over. I've been polite, but it's to the point to where this can't be legal how their operating.

I haven’t received my withdrawal and it’s been over a month now. They told me twice they have prioritized it and they will update me but haven’t yet. The withdrawal has been pending since June 11th 2025.

I have won $100.00 at The Money Factory. I won on May 30th, 2025.

They claim most payouts are processed fairly quickly, but can take up to 14 business days. I have yet to get my payout. I have contacted live support probably 50 times. It has now been 18 business days. Whenever I have talked with a representative, they give the same redundant answers....." Sorry for the delay, but we can assure you we will prioritize this issue and do our best to resolve it quickly"......

They never said or requested any additional information needed at any time I have contacted them, nor any other requirements for anything else. I passed the verification check with no problems. Added my bank account through Bank of America with no problems. Requested my payout easily.

Now, just keep getting put off being paid time after time after time. It is completely ridiculous. It's making me wonder if there are other players and how many of us have this problem. Is the casino going under? Are they fraudulent?

They give no explanations of any sort, nor do they want any more verification information than I have already provided.

Waiting on 273.53 as of 5/19/25.

Contacted support, and they don’t care to give me any answers.

They give me the same copy and paste responses about “per terms and service,” and an agent actually admitted to me they have a “limit” of how many payouts they are able to do in one day.

This casino definitely has a cash flow problem.