The Money Factory Support and Complaints Thread

Hello Everyone,

Welcome to The Money Factory thread! 

I’m Danielle, Head of Customer Service at TMF, and I’ll be here in this forum to answer your questions, address concerns, and provide support.

Here’s what you can expect from us:

• A wide variety of engaging games designed for social play

• Sweepstakes opportunities with verified redemption options

• A dedicated Support Team committed to clear, professional, and respectful communication

• Guidance on our Terms of Service, Sweepstakes Rules, and Responsible Social Play so everyone has a safe and enjoyable experience

Please note: all purchases are final, redemptions may take time depending on verification and volume, and respectful communication is expected.

This thread is the place to bring your questions, concerns, or feedback, and I’ll do my best to ensure you get the right answers.

We’re glad to have you here. Let’s make this space open, helpful, and informative!

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Welcome, nice to have you here

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Welcome to the LCB forum! Thank you for being available to assist our members! 

Welcome to the BEST Forum 

Welcome to our forum 

Happy to see you joining us here at LCB! 

Welcome on board! 

Welcome to the LCB community! 

Why are your redemption times taking months to be paid ? This is not ok with anyone on your site playing . People shouldn't have to wait months to be paid !!

I submitted my redemption request on 7/25/2025. I still have not received payment or an explanation from support reps. They just send canned responses. Help.

Disputed amount: 1000$

Casino: The Money Factory

Case #: 3555

Hi Sara Stanley,

Thank you for taking the time to share your experience with the LCB members, and we are sorry to hear about your negative experience.

We received your complaint and notified the casino rep about it. We will update you as soon as we receive their response

I submitted a redemption on July 31, 2025 and have been waiting over a month—almost two. I kept messaging the live chat agents, and they kept saying it was escalated and that I’d get an email, but I still haven’t received any reply.

Disputed amount: 203.35$

Casino: The Money Factory

Case #: 3560

Hello Ching Yao Lin,

Welcome to LCB. 

Sorry to hear that you are facing this kind of issue.

May we ask if your account has been verified? Is this your first withdrawal at The Money Factory Casino?

Thank you for your cooperation.

Hi Sara Stanley,

We received a confirmation from the casino rep that your withdrawal has been paid. Could you confirm so we can mark your complaint as resolved?

not first withdrawal.
I withdrawaled couple times all successful.
but this time takes too long.

i got paid yesterday. Probably i post it on this thread lol

Hi Ching Yao Lin,

Thank you for letting us know. We are glad that you recived your redemption.

We will mark complaint #3560 as RESOLVED.

Hi Sara Stanley,

Since we received no feedback from you and were informed about the positive outcome from the rep, we would need to close complaint #3555 and mark it as RESOLVED.

It has been almost 3 weeks and I haven't even got a redemption approval . I'm owed $120 one and $146 on the other and I don't understand what's taking so long. Ive contacted support and they are no help whatsoever. So am I just not getting paid ?? 

Hello Dustin Warren,

Welcome to LCB. 

Sorry to hear that you are facing this kind of issue.

May we ask if your account has been verified? Is this your first withdrawal at The Money Factory Casino?

Keep in mind that their payment time is 30 business days.

12.4 When you choose to redeem a Prize as cash you understand and agree that:

(a) it may take up to thirty (30) Business Days for the cash payment to be processed to your Payment Method (or other financial account nominated by you in accordance with clause 8.3 of these Sweepstakes Rules); 

Thank you for your cooperation.

Yes this is my first redemption but I read multiple times 1 to 5 business days and nowhere have I seen 30 days . I've been on many of these sites and never had to wait that long . I appreciate you giving me some feedback though . Hopefully it comes soon. And yes my account has been verified btw  

Dustin Warren,

When you log in to their casino, you can find The Money Factory Sweepstakes Rules at the bottom of the page. It states a timeframe of 30 business days.

Although the rules mention a 30-business-day timeframe, we find this duration to be unnecessarily long for a standard payment.

You can send us your casino username via PM, but it's important to be aware that you'll likely have to wait out the timeframe they've provided.

I've been waiting for my withdrawal since August 11th or 12th 2025 for $100.00 and change too forget exact amount. Well I was told 3 business days if not done contact to expedite it they said could go to 14 business days and never happened then they updated the rules force you to agree and made up to 30 business days. Well here we are now yet again 30 business days no payment it's still pending. They just give same copy paste answer that support can't help and it will be forwarded to a manager so they toon my money to play I played followed all the rules and win then they violate their own policy and not pay so it seems that they mite never pay me so I don't know what to do or who to call. The good people of lcb here told me wIt the 30 then message back if no payment so I am thanks for helping to please help this is straight criminal.

Disputed amount: 100$

Casino: The Money Factory

Case #: 3580

Hi Dustin,

Thank you for your message. We understand the frustration caused by extended redemption timeframes, and we want to assure you that your request is still actively pending review.

As clearly stated in our Sweepstakes Rules and Terms of Use, redemptions may take up to 30 business days or longer, depending on factors such as verification requirements, banking issues, or high-volume periods. While we acknowledge that earlier communications may have mentioned shorter timeframes, those do not override the official policies agreed to during account registration.

We also want to clarify that:

• Support staff cannot expedite redemptions, and no department can skip the queue or override the review process.

• No funds have been taken unlawfully; your Sweepstakes Coins were used in accordance with the rules you agreed to.

• We will reach out directly if any further action is needed or once your redemption has been reviewed.

We appreciate your patience and understanding while we continue processing your request in accordance with our policies.

— The Money Factory Support Team

Hi Brandon190c,

Thank you for sharing your case with the LCB community, and we are sorry to hear that you still haven’t received your redemption even though the 30 business days outlined in the Terms & Conditions have already passed.

We have taken over your case and forwarded it to the casino rep to check your account and see why it has been delayed. Hopefully, we will receive a response soon.

Keep you posted here on this thread.

Hi Brandon190c,

We've received a reply from the casino rep. They're looking into your account now and will get back to us as soon as they find out what happened. Any updates on your side?

Keep you posted. 

Yes very bad service with this casino waiting on redemption from 8/13 keep messaging them email and live chat same responses no help will never play this casino again 

No I have not gotten anything from them as of yet no emails no nothing and for sure no payment again I don't get it they made the rules even changed them I followed them all and what they don't have too but I'm here wIting sorry took a day or two to answer I didn't know I didn't see it sorry but again thank you if I'm hear anything I will give you an update 

Haven't deposited here, looks like a lot of complaints about not receiving payouts on withdrawals.. 

Hello Tellie0011,

Thank you for your comment. We’d like to clarify that all redemption terms and timeframes are clearly outlined in our Terms of Service, which every player agrees to upon signing up. We also want to emphasize that we honor all valid redemptions.

Best Regards,

The Money Factory Team

Hi Ray Cortes,

Thank you for sharing your case with the LCB community, and we are sorry to hear that you still haven’t received your redemption even though the 30 business days outlined in the Terms & Conditions have already passed.

If you would like, you can send us your casino username via private message so we can reach out to the casino rep and see if they are willing to provide any further insight or assistance regarding your case.

Hello Brandon190c,

We can confirm your redemption is still pending, and we recognize that it has now passed the 30-business-day timeframe outlined in our Terms of Service. While certain circumstances can unfortunately extend beyond that window, your request remains in queue. As soon as we have an update from our processing team, we will email you directly with the details.

Thank you for your continued patience.

Best Regards,
The Money Factory Team

Yes I am waiting and I've been patient very patient. What is taking so long I do not know never waited more then a week anywhere and that was always due to getting verified not due to the casino just not paying like this place is doing please can I just have the money I won nothin more nothing less just what is rightfully my winnings please 

Yes, hello, I requested a redemption on 8/15/25. It has still not been paid out. My account is verified. I have spoken to the Support team multiple times and kind of just gotten the runaround. I believe I've spoken to Danielle and I keep getting the same answer at first it was May take up to 30 days now it is may take longer than 30 days. which I didn't find anywhere in the terms and services agreement. I would really just like it if my redemption was processed, please. 

Hi Jordan Meeks,

Thank you for reaching out to us, and we are sorry to hear about your negative experience.

As you can see from the replies and other members’ experiences, many players are currently facing pending withdrawals that are longer than what is stated in the terms.

If you would like us to contact the casino rep to check your account as well, please send us your casino username or the email you used for registration via private message.

Hi Ray Cortes,

Could you please let us know if you still need our assistance?

If you do, please send us your casino username via private message and provide us with more details regarding your case so we can contact the casino rep.

thanks, I will do that.

Hi Jordan Meeks,

Thank you for sending us your casino username.

The casino rep informed us that they have already escalated your request almost every day, but they are still waiting for the redemption team's response.

We kindly ask for your patience. Your case is being handled by their team.

Hi,

Thank you for your response. I appreciate that my case has been escalated frequently, but I’m having a hard time understanding why the redemption team seems so difficult to get in contact with. If my request is being escalated almost every day, why has there been no progress or clear communication directly from that team?

It also feels like there’s no fluency between support and redemption—support is responsive, but redemption is silent. Can you please clarify why there’s such a gap in communication and when I can reasonably expect an actual resolution?

Thank you,

Jordan Meeks

I have had $175 redemption pending for over 30 days now. I’ve contacted the money factory live support about 20 times and they kept telling me that it would it could take up to 30 days to process my redemption. Now that it’s been 30 days, they have stopped responding. I tried calling the phone number that was on my bank statements and it is a recording that says they do not accept phone calls. This is my first redemption through the money factory, but I’ve spent at least five or six times as much money on this site in the past six months. I’m fully verified and have asked live support if they needed anything else from me in order to verify and they have said no there’s nothing I need except to be patient. I feel like this website is a scam and I don’t understand why it would take 30+ days to just transfer the money into my SKRILL account. please help me .

Disputed amount: 175$

Casino: The Money Factory

Case #: 3609

Day 51 now, still looking for a transparent not subtle answer to my most recent question. I appreciate that my case has been escalated frequently, but I'm having a hard time understanding why the redemption team seems so difficult to get in contact with. If my request is being escalated almost every day, why has there been no progress or clear communication directly from that team?

It also feels like there's no fluency between support and redemption-support is responsive, but redemption is silent. Can you please clarify why there's such a gap in communication and when I can reasonably expect an actual resolution?

Hi Michelle Mehle,

Thank you for taking the time to share your experience with us.

As stated in their Terms, the payout period can take up to 30 business days:

12.4 When you choose to redeem a Prize as cash, you understand and agree that:
(a) It may take up to thirty (30) business days for the cash payment to be processed to your payment method (or other financial account nominated by you in accordance with clause 8.3 of these Sweepstakes Rules).

Unfortunately, there is nothing we can do as long as the casino is following its Terms, and we are unable to influence that. However, if 30 business days pass and you still don’t receive your withdrawal, please contact us again and we will be happy to assist you.

Thank you for your understanding. 

Hi Jordan Meeks,

We are in communication with the casino rep and waiting for the updates.

I’ve been waiting since August 23 I put in a redemption on that day of $5000. I waited there at 30 business days as they said in their timeline of payment and now it is past that and regular 44 days since I redeemed I keep getting the same three generic people telling me the same Story and now they’re saying that they’re backlogged and that they need more time and that they may have to do more security checks to pay me, but I already have my KYC verified and everything so it’s just excuse after excuse and I just keep getting the runaround

Disputed amount: 5000$

Casino: The Money Factory

Case #: 3613

Hi Bratica16,

Thank you for sharing your case with the LCB community, and we are sorry to hear that you still haven’t received your redemption even though the 30 business days outlined in the Terms & Conditions have already passed.

We received your complaint and notified the casino rep about it. We will update you as soon as we receive their response

Hi Ray Cortes,

Since we never received your username, we'll close this complaint due to the submitter's inactivity.

Thank you I will be waiting for a response.

Update, day 52 and just received notification from my Skrill account that my redemption at the money factory has gone through. Although 52 days is unacceptable I do appreciate my money finally being paid out.