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I've been waiting for my first payout of €1500 since May 6th, 2022. My account has been successfully verified. Live chat has only been live once so far and hasn't helped resolve the issue. I rarely get an answer to my email. The Russian situation and frozen accounts were mentioned as a possible problem.

Ich warte seit dem 6.5.2022 auf meine erste Auszahlung von 1500€. Mein Konto wurde erfolgreich verifiziert. Der Live-Chat ist bis jetzt nur einmal Live gewesen und hat nichts zur Lösung beigetragen. Mit E-Mail wird mir selten geantwortet. Als mögliches Problem wurde mir die russische Situation und eingefrorene Konten genannt.

Dear Baury2,

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

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. Assuming 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 Petronela.

Yes it is my first payout at the casino. I played without an active bonus. My payout was approved on 5/20/2022. The status "pending" has been in the case since that day.

Hallo Petronela.

Ja es ist meine erste Auszahlung in dem Casino. Ich habe ohne aktiven Bonus gespielt. Am 20.5.2022 wurde meine Auszahlung genehmigt. Seit dem Tag steht der Status "pending" in dem Fall.

In addition, I was told on May 13th that nothing stands in the way of my payment. It just wouldn't be paid out

Außerdem wurde mir am 13.5 erklärt das meiner Auszahlung nichts im Wege steht. Nur ausgezahlt würde es nicht

Thank you very much, Baury2, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Thank you for your help and effort. I got an email from the account manager yesterday. There was a switch through frozen Russian accounts. And they hope to transfer the money to me this week. We also apologized many times. Of course I ask myself why that should be my problem and why you are not pointed out before you play.

Vielen Dank für ihre Hilfe und Mühe. Gestern hab ich noch eine Mail vom Account -Manager bekommen. Es gab eine Umstellung durch eingefrorene russische Konten gab. Und man hoffe mir diese Woche das Geld zu überweisen. Man hat sich auch vielmals entschuldigt. Ich frage mich natürlich warum das mein Problem sein soll und warum man nicht bevor man spielt darauf hingewiesen wird.

Hello, Baury2,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mad Money Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mad Money Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

The withdrawal for this player is expected to be completed today or tomorrow. As the player mentioned and was explained to him, we have been dealing with some unexpected delays due to the russian sanctions placed on some acquiring banks and PSP's. Not many players have been affected, it has been specific to 1 or 2 GEO's. Over the course of this, we have found temporary solutions for some players while others have had some delays. We verified this players wins and told him the delay was not due to him and he would be paid. We hoped it would be sooner, but for those that do understand the sanctions and issues, these have been affecting many businesses and casinos since February, so it is not a quick or easy solution. With all this said, each day we are working to get past these issues and have had some developments this week which look like he will be paid today or tomorrow. We have apologized many times to the player and truly sorry for his experience. He is a good player and the cause of this is nothing to do with him. We hope to have the chance to make it up to him and provide give him an exceptional experience in the future.

The money is there now.

Das Geld ist jetzt da.

Wonderful! Happy to hear it. Again our apologies for the delay and lackluster experience. Enjoy your wins, just in time for Friday night 🙂

Great news! Thank you, Baury2, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Mad Money Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru