RESOLVED: Mad Money Withdrawal Issues

Hello.

Is there representative of Mad money casino at LCB? 

Or how can I get from them answer for question about my withdrawal? 

Live support continue telling me that withdrawal is in order line for 2 days, but it is clearly stated that withdrawals into e-wallets and under 1000 euro are processed within 24 hours. My account is verified. They do not react for email.

Hi kilabee,

We do not have a Casino Rep appointed on our platform. However, we do have contact of Casino Representative and could reach out to them on your behalf. Please provide us with your casino username via private message. Thanks!

Hi kilabee,

We received your casino username via private message and have contacted Casino Rep. Keep you posted on this forum thread once we get a response. 

"Great" casino.

They confiscated 164 euro telling me that maximum withdrawable amount from first deposit bonus is 15 times of bonus only, so winnings from free spins do not count. But there is nothing about maximum winnings from first deposit bonus free spins  in casino's T&C and bonus T&C.

Also, they have example of maximum withdrawable amount for deposit bonuses (but no word about free spins) in their bonus T&C.

Example: You deposit €100 and receive a €100 bonus (House bonus). If you wager out at €2,200 the amount of 15 x 100€ (Max) + €100 (Deposit) will be transferred to your real balance for a total of €1,600. The remaining €600 will be burned.

But they left maximum winnings from deposit bonus (25 euro*15 times) without even my initial deposit, what is against their rules.

So I'm sure they were wrong when consficated 164 euro.

Hi kilabee, 

Sorry to hear about the confiscated money. Have you received the rest of your funds?

Please be advised that casino representative is aware of your complaint and is looking into the whole situation. We will get an official statement most likely tomorrow. Keep you posted on this forum thread. 

No. They returned rest of funds into account and do not hurry to process new withdrawal request after week of pending previous request.

Hi kilabee,

Please try to be a little patient for now, we will get official response from Casino Rep soon. Keep you posted. 

Hello.

I just got money from them except confiscated amount .

But regarding amount they confiscated, accounting continue telling that deposit bonus and free spins couldn't be separated (there is nothing about in their t&c and bonus t&c), so they think maximum winnings from first deposit bonus should be taken from amount of %bonus and bonus acuered from free spins doesn't count in formula "max wins=15xBonus".

It isn't stated in their rules, so I think this is bright example of manipulating rules.

Hello.

Is there any response from Mad Money casino since my July 14?

Hello kilabee,

Sooo here is the lengthy response from the Casino Rep:

"We are sorry to hear of this players issue and the misunderstanding or confusion he has had. The player claimed our 1st deposit bonus. Here are the terms of the bonus:

The bonus amount is subject to a 35x wager play-through requirement and free spins 20x wager play-through requirement before the deposit, bonus amount and any winnings can be withdrawn.

Important Terms

Match: 125% of the deposit amount
Free Spins Game: Varies Weekly
Deposit Wager: 35x B
Free Spins Wager: 20x
Bonus Duration: 7 Days
Max Cash Out: 15x B

The important part to note here is “the bonus is subject to a 35x deposit wager and 20x free spin wager BEFORE the deposit, bonus amount and any wins can be withdrawn.” 

When claiming this offer, a player makes a deposit and is given the match % plus the free spins. It is all 1 bonus and 1 bonus offer. Again as stated, both the deposit wager and free spins wager must be completed before attempting to withdraw.

This player deposited, played the deposit wager and submitted a withdrawal. He then saved the free spins to play afterwards and wanted to withdraw additional wins. This violates the terms of the bonus which state both the deposit and free spins wager must be met before withdrawing wins. By completing both the deposit and free spins wager before withdrawing, this keeps the total wins together as 1 bonus and limits the max win to the 15x max cash out that is stated in the bonus terms. This is the intended use of the bonus and the way it is intended to be played. 

Withdrawing wins from the deposit wager and saving the free spins for a later time or attempting to withdraw additional money from the free spins only violates the terms of the bonus and would void all parts of the bonus and all wins. As this is what the player attempted to do, the bonus and all wins are subject to cancellation and forfeiture of all wins. We do understand he is a new player and many players can be unfamiliar with bonus terms and functionality of bonus offers. We try to be as fair as possible and give players the benefit of the doubt in most situations. In this situation, we opted to cancel his withdrawal, let him use his free spins and meet the wager, then resubmit a withdrawal for the total wins but being limited by the 15x max cash out as per the terms. This is the most fair way we could treat the situation and try to please the player. But as it seems, he does not accept this and continues to push his issue. So it is unfortunate that our generosity and consideration for him is not accepted, but this is the terms of the bonus and intended use of the bonus and the most compensation we can provide in this situation. 

There was a small error in the calculation of the 15x max cash out in that we initially omitted adding in his original deposit to the max win calculation. This was corrected at the time of payout and he received his 15x max win plus his original deposit as per our terms. 

Also in regards to his original complaint of waiting 2 days for his withdrawal, our official Terms and Conditions on the website do state withdrawals can take up to 3 to 5 days. They are often paid within 24 hours and this was our original terms, but were changed to allow for instances that may take longer than 24 hours that can be out of our control. But we do our best to complete all withdrawals as fast as possible. I do believe our chat script was not updated with the 3 to 5 day withdrawal term and still stated they are completed within 24 hours. We have found this discrepancy and the script has been recently updated to be consistent with our full T&D. 

I hope all this helps clarify the confusion that resulted in this complaint from the player. These have been our 1st deposit bonus terms for 3 years and it has never been questioned or caused any confusion. We will attempt to make the terms more clear but they have never been misleading enough to be an issue."

Hope this clarifies things for you. Let us know if everything makes sense and if you need further assistance. 

Hello Kingnemo!

Thank you for answer! But I still have question.

Mad Money casino's T&C do not exclude bonus amount received after finishing free spins from formula of max win Bx15. Free spins winnings are bonus money. So maximum cashout depends, I consider, from all bonus money received from welcome bonus (match bonus+free spins winnings).

Also I do not understand for what free spins from welcome bonus are, if winnings from them will not be counted in max cashout.

So I continue thinking they cofiscated 164 euro wrong.

What is your oppinion, KingNemo?

Hello kilabee,

We think the report that Casino Rep has provided is thorough enough to end this complaint.

This body of text below explains everything nicely to you. There is not much more we can do as a sufficient enough response was provided. We will mark this case as RESOLVED. 

"Withdrawing wins from the deposit wager and saving the free spins for a later time or attempting to withdraw additional money from the free spins only violates the terms of the bonus and would void all parts of the bonus and all wins. As this is what the player attempted to do, the bonus and all wins are subject to cancellation and forfeiture of all wins. We do understand he is a new player and many players can be unfamiliar with bonus terms and functionality of bonus offers. We try to be as fair as possible and give players the benefit of the doubt in most situations. In this situation, we opted to cancel his withdrawal, let him use his free spins and meet the wager, then resubmit a withdrawal for the total wins but being limited by the 15x max cash out as per the terms. This is the most fair way we could treat the situation and try to please the player. But as it seems, he does not accept this and continues to push his issue. So it is unfortunate that our generosity and consideration for him is not accepted, but this is the terms of the bonus and intended use of the bonus and the most compensation we can provide in this situation."