RESOLVED: The money factory casino - No Payment Issue

Hello.

Would you be willing to help me with my redemption as well,  I've been waiting since the 6th and it's stuck on pending. I verified everything and they informed me that they don't require anything else from me.

Any help is appreciated. 

My name is Juhwahwah 

Hung Chau

H********@gmail.com 

Hi Hung Chau,

Thank you for sending us your casino username. We forwarded your complaint to the casino rep. As soon as we have an update, we will let you know here in this thread.

Please note that previously, the maximum stated was 14 business days, but they updated the Terms on the website now reflect the following:

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).
(b) We may, at our sole discretion, process the prize redemption in more than one lump sum payment over several days until the redemption is completed.

Hello Hung Chau,

Kindly refer to the colleague’s answer above.

Yes. Thank you. I believe a mod moved my post here so it looks like I made duplicate post. My apologies,  I'll delete the second post.

Hello Hung Chau,

Their Terms & Conditions specify a payment processing period of up to 30 business days, which highlights the importance of carefully reviewing a casino’s Terms & Conditions before engaging with them. That said, a 30-business-day timeframe for processing payments is highly unreasonable and should not be considered acceptable under any circumstances.

Four days left until the 30 days limit and my redemption is still in the pending status. I've messaged them countless times only to be told that its been escalated to management and I'll receive an email 24-48 hours. To this day I have yet to receive a single email. 

Hi Hung Chau,

Thank you for the update. We will wait until the 30 days have passed. If your account is still not verified by then, we will reach out to the casino again on your behalf.

In the meantime, please be patient and keep us updated.

It's been 30 days and it's basically been silent for any answers regarding my redemption. 

I've been told that it's been escalated to management and I'll get an email within 48 hours countless times. I haven't received a single email. 

Any help would be much appreciated. Thank you for your time.

It's past 30 days. Could I get some help contacting their support please.  Thank you.

Hi Hung Chau,

Please keep in mind that, due to the weekend, there may be a delay in hearing back from the casino rep. We’ve already sent them a reminder and will update you as soon as we receive any news.

Thank you for your patience.

I appreciate your time and help.

Hello Hung Chau,

Thank you for sharing the details here. I'm jumping in as the company rep. Per our Terms of Service, most redemptions are processed within the stated timeframe, though in some circumstances they can take longer than 30 business days. I understand how frustrating that wait can be, and I want to assure you that your redemption remains in the processing queue.

I am checking on the status of your redemption and will reach out to you directly via email as soon as we receive an update from the redemption team.

We appreciate your patience in the meantime.

Best Regards,
The Money Factory Team

Any update? I haven't received any email as of yet. It's been 36 days and the redemption looks to be in the same status as it was since the beginning. 

Any news would be great.

Hi Hung Chau,

We have received feedback from the casino representative that they will look into your case and get back to us as soon as they have more information. We will keep you updated.

Thank you for your patience.

Hi Hung Chau,

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?

Hi Hung Chau,

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.