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On 09/29/20 my balance of 1800 € was manually transferred to my account. Didn't get the money until today. It should take 2-5 working days. My requests in the live chat were only answered with a later date. I don't think that this money will reach me anymore because I can no longer write correctly with the live chat but only with a bot!

Am 29.09.20 wurde mein Guthaben in Höhe von 1800€ manuelle auf mein Konto überwiesen. Habe das Geld bis heute nicht bekommen. 2-5 Werktage sollte es dauern. Meine Anfragen im live Chat wurden immer nur mit einem späteren Datum abgewimmelt. Ich glaube nicht mehr das dieses Geld bei mir ankommen wird da ich mittlerweile auch nicht mehr mit dem Live Chat richtig schreiben kann sondern nur noch mit einem bot!

Dear Robin,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino? Which payment method you have opted for?

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, especially if it’s your first withdrawal. Was this your first withdrawal?

Assuming that your withdrawal has been approved and processed, I truly believe it’s only a matter of time before you’ll receive your winnings. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, yes it was my first payout. No until today I am told every day in the live chat that I will receive a tracking number by email. Unfortunately I haven't received it until today. It said the money should be in the bank account after 5 days at the latest, now it's 12 days. The money was transferred manually to me because bank transfer was updated as the payment method.

Best regards

Robin ***

Guten Tag, ja es war meine erste Auszahlung. Nein bis heute wird mir jeden Tag im Live Chat gesagt das ich eine Tracking Nummer per email zu gesendet bekomme. Leider habe ich diese bis heute nicht bekommen. Es hieß das Geld sollte spätestens nach 5 Tagen auf dem Bankkonto sein mittlerweile sind es 12 Tage. Mir wurde das Geld manuelle überwiesen da banktransfer als Auszahlungsmethode geupdatet wurde.

Mit freundlichen Grüßen

Robin ***

Thank you very much, Robin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hello Robin,

I looked at your case and understand the problem. I will contact the casino and see if I can help.

Super thank you !!

VG

Robin

Super ich danke Ihnen!!

VG

Robin

Robin,

I am so sorry you are dealing with this issue. We try our best to handle these solutions ASAP with players. I have already reached out to the accounting team today regarding this issue, and they have been aware and are doing a Trace ID on your payment. Due to new regulations In Germany, we have seen such delay in payments however they are working diligently on correcting this issue. I have already emailed you as well regarding this and any other possible alternate payment methods that may be available. I am hoping to solve this case for you within 24 hours or sooner, however I will keep you updated via Email and Here.

Apologies on the delay!

Mad Money Casino 🙂

Hello Mad Money Casino,

Thank you for your response. I hope we can sort it all out. I regularly check my emails to see if I've received anything from you.

greeting

Robin

Hallo Mad Money Casino,

vielen Dank für ihre Antwort. Ich hoffe das wir das alles regeln können. Ich checke regelmäßig meine emails um zu sehen ob ich was von ihnen erhalten habe.

Gruß

Robin

Hello, has there been any news?

Hi Robin,

Has the casino contacted you?

Hello,

Robin was paid about a week ago 🙂

Please let me know if you need anything else, glad to help.

Mad Money Casino

Thank you Mad Money team for the reply. Since the player stopped responding we are forced to reject this complaint.