Mad Money Casino - As retiradas do jogador foram adiadas.

Hello,

I am waiting for 2 withdrawals from Mad Money Casino. A payout was made on December 2nd. and the other on 05.12. made. The first time I paid out I used a Visa card. Since I know that you have to use the same payment method for deposits and withdrawals in order not to get any problems regarding the money laundering law, I also wanted to pay out on a credit card, but the payment method on a credit card is not available, I should pay out via bank transfer told me I was assured in the live chat that I would not have any problems. With the 2nd payment from 05.12. the deposit and withdrawal ran via bank transfer. Both payments have not been processed to date. When I was asked when that would finally happen, I was repeatedly put off in live chat and by email. I hope you can help me. My account is fully verified.

Hallo,

ich warte auf 2 Auszahlungen vom Mad Money Casino. Eine Auszahlung wurde am 02.12. und die andere am 05.12. getätigt. Bei der ersten Auszahlung habe ich mit Visa Karte eingezahlt. Da ich weiß, dass man für Ein- und Auszahlungen die gleiche Zahlungsmethode verwenden muss, um keine Probleme bezüglich des Geldwäschegesetzes zu bekommen, wollte ich auch auf Kreditkarte auszahlen, jedoch steht die Auszahlungsmethode auf Kreditkarte nicht zur Verfügung, ich solle doch per Banktransfer auszahlen wurde mir gesagt. Mir wurde im Live-Chat zugesichert, dass ich keinerlei Probleme bekommen werde. Bei der 2. Auszahlung vom 05.12. liefen die Ein- und Auszahlung per Banktransfer. Beide Auszahlungen sind bis heute nicht bearbeitet. Auf die Frage hin, wann das denn endlich passieren würde, wurde ich im Live-Chat und per Mail immer wieder vertröstet. Ich hoffe Sie können mir helfen. Mein Accout ist vollständig verifiziert.

Dear TINAS90,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if they were your first withdrawals in this casino? Have you accumulated your winnings with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, thank you for taking care of my complaint. I didn't play with any active bonus, only with my deposits. These are also the first payouts I made at this casino. According to the overview on Mad Money Casino, I can still cancel both payouts, doesn't that mean they haven't been finalized yet, or am I wrong?

Thank you and best regards,

tina

Hallo, vielen Dank, dass Sie sich meiner Beschwerde annehmen. Ich habe mit keinem aktiven Bonus gespielt, ausschließlich mit meinen Einzahlungen. Das sind auch die ersten Auszahlungen, die ich bei diesem Casino getätigt habe. Laut der Übersicht auf Mad Money Casino kann ich beide Auszahlungen immer noch stornieren, heißt doch, dass sie noch nicht final bearbeitet wurden, oder täusche ich mich da?

Vielen dank und viele Grüße,

Tina

Hello,

still nothing happened. My withdrawals are still pending and could theoretically still be reversed, which of course I won't do. Due to the late payout, I was recently forwarded from the live chat to the accounting service by email. Then, like all the time, I was told that there were problems with some payment methods, including bank transfers. Then the lady asked me if I had Skrill. Now I set up Skrill, but I wasn't sure because this payment method is not listed as such at the casino. That's why I wrote that although I have Skrill, I'd prefer a payout via bank transfer, credit card or Trustly. After consideration and research on my part, I sent an email again to agree to the payment via Skrill, but I have not yet received an answer from the casino.

Many greetings,

tina

Hallo,

noch immer ist nichts passiert. Meine Auszahlungen sind immer noch unbearbeitet und könnten theoretisch noch storniert werden, was ich natürlich nicht tun werde. Aufgrund der verspäteten Auszahlung wurde ich zuletzt vom Live Chat an den Accounting Service per Mail weitergeleitet. Da erklärte man mir dann, wie schon die ganze Zeit, dass es Probleme mit einigen Auszahlungsmethoden gäbe, unter anderem auch mit Banktransfer. Dann fragte mich die Dame ob ich Skrill hätte. Nun hab ich mir Skrill eingerichtet, war aber unsicher, weil diese Zahlungsmethode nicht beim Casino als solche aufgeführt ist. Deshalb hab ich geschrieben, dass ich Skrill zwar habe, mir aber eine Auszahlung per Banktransfer, Kreditkarte oder Trustly lieber wäre. Nach Überlegung und Recherche meinerseits hab ich nochmals eine Mail geschickt, um der Auszahlung über Skrill doch zuzustimmen, allerdings habe ich vom Casino bisher noch keine Antwort erhalten.

Viele Grüße,

Tina

Thank you very much, TINAS90, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi TINAS90,

I've just reviewed your case and fully understand your concerns about the delayed payments. In order to help you with the issue, I will contact the casino.

Dear Mad Money Casino, I'd like to invite you to join this conversation and participate in resolving this case. Can you please provide us with more information? Are there any reasons for the player's withdrawal requests to be not processed yet?

I'm looking forward to hearing from you.

Best regards,

Natalia

Hello again,

short update:

Yesterday I was in contact with the accounting service via email. I was asked for my Skrill data, which I sent. I was then told they had sent me the money via Skrill, but I still haven't received my winnings. Strangely, I can still cancel my payouts. Now I feel lied to. I hope that the casino finally pays out my winnings.

Hallo nochmal,

kurzes Update:

Gestern hatte ich Kontakt zum Accounting Service per Mail. Man fragte mich nach meinen Skrill Daten, welche ich auch gesendet habe. Man sagte mir dann man hätte mir das Geld per Skrill gesendet, meine Gewinne habe ich allerdings noch immer nicht erhalten. Meine Auszahlungen kann ich komischer Weise noch immer stornieren. Inzwischen komme ich mir belogen vor. Ich hoffe, dass das Casino endlich meine Gewinne auszahlt.

Good morning,

Yes we have been having issues with bank transfer, we have the players Skrill information to use to process. The reason the player can still cancel is because this will be a manual payment via Skrill. This will be processed to the player in the next few days.

Thank you

Dear Mad Money Casino,

Thank you for your message. You must understand that my patience is running out. Again and again I was put off, even here they more or less put me off for the next few days. I hope and pray that the winnings will still be credited to my Skrill account this week.

Many Thanks

Liebes Mad Money Casino,

danke für ihre Nachricht. Sie müssen verstehen, dass meine Geduld langsam am Ende ist. Immer und immer wieder wurde ich vertröstet, selbst hier vertrösten sie mich mehr oder weniger auf die nächsten Tage. Ich hoffe und bitte darum, dass die Gewinne diese Woche noch auf meinem Skrill Konto eingehen.

Vielen Dank

Dear Mad Money Casino, thank you very much for the response.

Dear TINAS90, thank you for keeping us informed. Now that we have an explanation from the casino, I hope your issue will be resolved very soon. Please, let us know when your payout will have a status of "processed".

Best regards,

Natalia

Hello Natalia,

thank you very much at this point. I will keep you informed.

Many greetings

Hallo Natalia,

vielen Dank schon mal an dieser Stelle. Ich werde Sie auf dem Laufenden halten.

Viele Grüße

Hello again,

another short update from me. I was hoping to get my winnings before the holidays, unfortunately nothing has happened yet. That's really outrageous. As far as I know, it only takes a few clicks to send money via Skrill, especially since I've been waiting for weeks. I've really never experienced that. I hope something will happen soon...

Hallo nochmal,

mal wieder ein kurzes Update von mir. Ich hatte gehofft, dass ich meine Gewinne noch vor den Feiertagen bekomme, leider ist bisher noch immer nichts passiert. Das ist wirklich unverschämt. Soweit ich weiß, bedarf es doch nur wenige Klicks um per Skrill Geld zu versenden, zumal ich ja auch schon seit Wochen warte. Das hab ich wirklich noch nie erlebt. Ich hoffe es tut sich bald was…

Hello again,

a quick update from me.

This morning I received an email from Mad Money Casino. They apologized again for the delay, it's probably because of the holidays. I was told that withdrawals would be paid out later in the week and would let me know when the time came. I'm curious, I've been waiting for almost 4 weeks now 😠

Hallo nochmal,

ein kurzes Update von mir.

Heute morgen habe ich eine Mail vom Mad Money Casino erhalten. Man hat sich mal wieder für die Verzögerung entschuldigt, es liegt wohl an den Feiertagen. Man sagte mir, dass die Auszahlungen im Laufe der Woche ausgezahlt werden und man würde mich informieren, wenn es soweit ist. Ich bin gespannt, inzwischen warte ich seit fast 4 Wochen 😠

Hi TINAS90, thanks for the updates. Then I'll set the timer for you for another 7 days. Please, let us know if anything happens by the end of this time frame.

Kind regards,

Natalia

Hello again,

nothing has happened until today.

The last email said they would process my payout by the end of the week. It's the end of the week today and there's no money. In the chat I was recently assured that you should be at the top of the payout list so that it goes faster. Nothing happens either. They lie to their players out of hand. My patience is at the end!

Hallo nochmal,

bis heute ist nichts passiert.

In der letzten Mail hieß es, man würde meine Auszahlung bis zum Ende der Woche bearbeiten. Wir haben heute Ende der Woche und es ist kein Geld da. Im Chat wurde mir letztens zugesichert, dass man ganz oben auf die Auszahlungliste setzt, damit es schneller geht. Auch nichts passiert. Die lügen wie gedruckt ihre Spieler an. Meine Geduld ist am Ende!

Hello,

I no longer get an answer to emails from the casino. Please help me!

Thanks

Hallo,

ich bekomme auf Mails inzwischen keine Antwort mehr vom Casino. Bitte helfen Sie mir!

Danke

Why am I no longer getting an answer from the Casino Guru team?

Please help me!

Warum bekomme ich vom Casino Guru Team keine Antwort mehr??

Bitte helfen Sie mir!

Dear Natalia,

7 days are up now. To date I have not received any winnings and have not received any reply from the casino or, for whatever reason, from you either. Would you please reply and help me?

Thanks

Liebe Natalia,

7 Tage sind jetzt um. Es ist bis heute kein Gewinn bei mir eingegangen und ich bekomme keine Antwort mehr vom Casino und, aus welchem Grund auch immer, auch keine Antwort mehr von euch. Würdet ihr mir bitte antworten und helfen?

Danke

Dear TINAS90, I'm sorry for the late reply. Since your payment hasn't been still processed as promised by the casino, we'll try to contact it again.

Dear Mad Money Casino, I'd like to ask you what is going on with the player's withdrawal request and when it will be processed from your side. It's been two weeks since you informed us that you were preparing a manual payment.

Looking forward to hearing from you.

Regards,

Natalia

Hallo und kurzes Update von mir.

ich bin gerade stinksauer. Mein Konto wurde geschlossen weil es angeblich ein Duplikat sei. Mein Partner und ich haben getrennte Wohnungen, ich bin aber immer bei ihm, also nutzen wir die gleiche IP Adresse. Das würde wohl gegen die AGBs sein und deshalb wird mein Konto geschlossen. Das ist auch direkt passiert, ich kann mich nämlich nicht mehr einloggen.

Ich habe diese Mail vom Casino bekommen, die mich sprachlos macht. Bitte helft mir!

Hello,

During the review of your withdrawal, some duplicate information was found to be linked to an established player account in our system.. Per our site Terms and Conditions which I have included below for quick reference, a person can only have 1 players account per person, per household, per IP address, per email, per access device, etc. Any accounts that do share any of these and are made after the original account are considered a duplicate.

The account in question is:

- Tina S**** - tinas***@aim.com. This account was registered 3 months ago. IP address login history shows there are 4 main IP locations used all within the same city. 100% of gameplay has been on Book of Fallen 

- ************* This account was registered 7 months ago. IP address login history shows at least 5 main IP locations from 2 different cities. 80% of gameplay has been on Book of Fallen.

When analyzing login history for the last 3 months, the 4 locations the Tina account has used since creating this account have been shared with exact matching IP address locations used by ****. All 4 locations are consistently used by both accounts. Both accounts spend all their time playing the 1 same slot game. While there could be many scenarios to contradict our conclusion, it appears highly probable 1 person is using both accounts and playing their 1 favorite game. Or it is 2 people in a household that often together daily. Both of these situations violate our terms and conditions of 1 account per person, per household, per IP address, etc. 

Being the 7 month old account is the original, any other accounts found to be violating our terms and conditions would be considered the duplicate account. Both accounts have last logged in within the last 24 hours and both from the same IP location of 95.90.213.191.

The terms and conditions violated are listed below. The result of this violation as stated in the terms is voiding of all wins and refund deposits less the amount of void wins. The voided wins are 1290 and total deposits is 275. Since the wins are higher than the deposits, the less amount is a 0 refund. The duplicate account will be closed. The original account will remain open and is the only account you can use without violating the site terms.

Here are the exact terms and conditions from the website:

4.5 Your Account must be registered in your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, browser, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

4.5.1 all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

4.5.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account).

I know this is not a situation you will be happy of. It is unfortunate to have to do this but we must follow the terms we set. These terms are very common in the industry and followed by most all online casinos. You are welcome to play here and use your original account and claim offers with your deposits. But. we can only allow 1 account and bonus use per household.

Kind regards,

Die haben mich betrogen, ganz einfach!

Wir haben verschiedene Adressen und verschiedene Mailadressen. Ich bin eine andere Person.

Das ist doch unglaublich. Was soll ich tun?

I committed myself above. We do NOT have the same addresses, but I'm always with him. The casino can't care where I am. And regardless of that: Why do they only notice this 5 weeks after I have requested my payouts?

That just can't be true!!!

Ich habe mich oben verschrieben. Wir haben NICHT dieselben Adressen, aber ich bin immer bei ihm. Das kann dem Casino doch egal sein wo ich mich aufhalte. Und unabhängig davon: Wieso fällt denen das erst 5 Wochen, nachdem ich meine Auszahlungen beantragt habe, auf?

Das kann doch einfach nicht wahr sein!!!

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

As shown above by the player, the risk department has found issues with this account that have violated terms and conditions. A duplicate account was found. The relevant department has closed this account and winnings vioded.

Thank you

It's not a duplicate account. I already mentioned this in my email from Saturday. My partner and I have different addresses and different email addresses and we are 2 different people. I'm just often his guest, so it's only logical that we use the same WiFi connection. It's none of their business where I am. For proof purposes I refer to my documents, with which I have verified myself. If you need any other documents, I'll be happy to send them to you.

It seems to me that you as a casino are just trying to avoid having to pay out my winnings and are probably laughing up your sleeve because I found a loophole in your world. Simply impossible. If you value your players at all, then it's in your interest to find a solution here that makes everyone happy!

Es ist kein doppeltes Konto. In meiner Mail vom Samstag habe ich dies auch bereits erwähnt. Mein Partner und ich haben verschiedene Adressen und verschiedene Mailadressen sowie sind wir 2 verschiedene Personen. Ich bin lediglich oft zu Gast bei ihm, daher nutzen wir logischer Weise auch den gleichen Wlan-Anschluss. Es geht sie doch überhaupt nichts an, wo ich mich aufhalte. Zu Beweiszwecken verweise ich auf meine Unterlagen, mit denen ich mich verifiziert habe. Sollten noch andere Unterlagen benötigt werden sende ich diese auch gern zu.

Mir scheint es so, als würdet ihr euch als Casino lediglich davor drücken meine Gewinne auszahlen zu müssen und lacht euch wahrscheinlich ins Fäustchen, weil ich in eurer Welt ein Schlupfloch gefunden habt. Einfach unmöglich. Wenn euch eure Spieler auch nur ein bisschen was Wert sind, dann ist es in eurem Interesse hier eine Lösung zu finden, mit der alle glücklich sind!

Dear Mad Money Casino, we would like to ask you to present more proof regarding your statement with duplicate accounts. Have both accounts been verified? Have there been any withdrawal requests/successful withdrawals from the first account that belongs to ****? Could you please specify if Erik ever used any bonuses or if he played with his own money?

I'd appreciate it if you can send any screenshots that show in what way the accounts were linked, what play strategies were used etc.

I would also like to state the point of view of Casino Guru: we do not consider it to be the reason to delete accounts and confiscate the funds if two separate people have accounts in one casino, especially if they don't have any unfair advantage from this, don't manipulate with bonuses and play with their own money.

Please, feel free to send me all the relevant proof at natalia.b@casino.guru.

I hope to hear from you very soon.

Regards,

Natalia

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning,

This players account was closed due to violating duplicate account terms. The case was brought to the licenses attention by the player as well where we explained the details and violations and the termination of the account was agreed on. If a GURU member would like to see this please message us privately. If we could please close this complaint that would be great.

Thank you

Nothing was agreed at all. I just received an email informing me that my account was closed. I didn't even get a reply to my reply email. They are not interested in a solution. The only thing that "ties" my account and my partner's account together is the WiFi, which we share when I'm with him - logically! Please send relevant evidence to Casino Guru!

thanks

Es wurde gar nichts vereinbart. Ich habe lediglich eine Mail erhalten, in der ich über die Kontoschließung informiert wurde. Auf meine Antwort-Mail habe ich schon gar keine Antwort mehr erhalten. An einer Lösung sind sie nicht interessiert. Das einzige, was mein Konto und das Konto meines Partners miteinander "verbindet" ist das W-LAN, das wir gemeinsam nutzen wenn ich bei ihm bin - logischer Weise! Schicken sie doch bitte entsprechende Beweise an Casino Guru!

Danke

The case bas been closed and result agreed upon with management and relevant parties. If guru would like to see the evidence please message our casino rep.

Thank you and have a great day.

And that is an absolute disgrace! I am a relevant party in this case and nothing was decided with me.

Und genau das ist eine absolute Frechheit! ICH bin in diesem Fall eine relevante Partei und mit mir wurde nichts beschlossen.

Dear TINAS90, we discussed your case with the casino and, unfortunately, could not come to an agreement. The casino acted in accordance with its terms and conditions, however, the position of Casino Guru on such cases remains the same: we do not consider it a breach of the rules and a fraud if 2 players, which have 2 separate accounts, underwent a successful KYC verification are happened to be in a relationship and therefore share the same IP. We do not consider such cases as duplicate accounts. In our understanding, duplicate accounting policy is applied when it is clearly one person who creates many accounts to gain some unfair advantage.

We didn't receive enough evidence from the casino that can prove a multi-accounting here, that's why this case remains unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best wishes,

Natalia