The Money Factory— player complaints: 8 in English

**Complainant Information:** - ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ - ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ - ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ **Target Entity:** - Business Name: Money Factory LLC (operating themoneyfactory.com) - Registered Address: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ - ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ **Statement of Facts: ** Between May 16 and May 18, 2026, I submitted three legitimate, undisputed sweepstakes prize redemptions totaling $4,219.00 ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ The platform's automated customer dashboard explicitly promises a redemption processing window of "0-72 business hours." My account was completely identity-verified (KYC-cleared via Sumsub infrastructure) and explicitly confirmed by support management to be structurally in good standing. Despite this, management unilaterally placed an arbitrary 90-business-day hold on my outbound winnings, invoking internal security review clauses as a delay tactic. **Asymmetric Financial Risk & Asset Seizure:** While enforcing a multi-month liquidity hold on outbound prizes, the operator simultaneously leverages real-time payment gateways to accept inbound consumer capital instantaneously. My account history reflects $754.90 in recent verifiably cleared out-of-pocket deposits. On June 18, 2026, exactly one month after my redemptions were submitted, I sent a routine text inquiry via their chat system asking for a timeline update. In direct response, a customer support representative named Danielle immediately permanently closed my account. The operator cited "communication policy violations" under Section 12.1(p) of their Terms of Use as a bad-faith pretext to freeze my profile and permanently seize my $4,219.00 winning balance. **Regulatory Framework and Violations: ** This action directly breaches Section 12.1 of the operator's own published Sweepstakes Rules (Version 2.3), which mandates that they process redemption requests "as quickly as possible". Furthermore, utilizing account closures as a retaliatory mechanism to suppress consumer tracking and strip players of cleared funds fundamentally violates basic gaming integrity standards. This matter has been recorded with the Federal Trade Commission (FTC Report No. 202105068) and has been issued formal case file CAS-26002244 by the Delaware Department of Justice. I request that the Division of Gaming Enforcement investigate Money Factory LLC’s operational licensing, payment gateway mechanics, and bad-faith account termination protocols. **Desired Resolution: ** Full restitution and manual release of my undisputed $4,219.00 balance to my verified Skrill wallet, alongside an investigation into the merchant's predatory terms-of-service manipulation. Thank you, ▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇▇

I won $400 that I requested to be redeemed and I'm fully verified, bank account is linked as well as skrill account on 9/7. I selected skrill as my method of redemption and that's supposed to be 24-48 hours. I've contacted them multiple times with zero luck and never get a response. The AI doesn't respond to requests for redemption and only can offer to escalate it to management.

I have had a redemption pending at this company since September 2 I have contacted them probably 15 to 20 times and they said most redemptions take place in 24 to 48 hours however some take up to 30 days well now it’s been 30 days and they are still not paying it ! I have paid more to this gambling site than I cared to admit. And it is wrong that they refuse to pay out what I won!

I have been waiting to redeem my game winnings for almost 30 days; initial request was sent/received on 8/12/25. Regarding redemption, their policy states: “While we typically process redemptions within 24-72 business hours, processing can extend up to 14 business days under certain circumstances.” But every-time I have reached out to them to inquire about the delay, they have altered & extended the waiting period to the following to justify the delay: 1- 24-72 hours 2- Up to 14 business days 3- Over 30 days ** over 30 days now?? Understanding no time frame now is quoted; it can take forever lol I have must of talked with them on their live chat at least 15-20 times, but for the sake of keeping complaint short & brief, I’ll attached below the 2 separate times I reached out through their email support to inquire for a reason as to why the delay; the last one interacting with a supervisor. 1- 8/21/25 (7 business days) Casino replies (summarized): “While we typically process redemptions within 24-72 business hours, processing can extend up to 14 business days under certain circumstances….. If your redemption exceeds 14 business days, you can request escalation for a manager review.” 2- 8/29/25 (14 business days) Casino replies (summarized): “ I’ve checked on your redemption, and it’s still within our standard processing time. While we typically process most redemptions within 24-72 hours, our Terms of Service do state that certain circumstances, such as verification reviews, high redemption volumes, or compliance checks, can take longer than 30 business days.” ** ** over 30 days now?? What does that mean now? No time frame now is quoted; it can take forever lol Also the manager that replied with the underlined notion that I should not be asking about delay since by his opinion, I am still during the expected waiting period; but they were the ones who had advised to reach out to them after 14 business days - leaving to assume any time after that time frame is not normal. I’m almost at my 30 day mark and no progress; my redemption still is showing with the same status since day 1 of submission: pending. I am asking for casino reviews assistance please. I’ve attached front and back images of my ID. Feel free to contact me if you need further documents or information from the above complaint. ▇▇▇▇▇

It has been past th 14 day making they don't give me a ETA and really had very poor customer service considering I have played with them for awhile even involved in their affiliate program with 2 people I recommend that have spent money there Disputed amount: 400$ Casino: The Money Factory Case #: 3448

I have been waiting over a month for a redemption at the money factory. They said the longest it would take would be 14 days and here it is over a month with no update or no resolution. I feel like I was scammed and robbed. Disputed amount: 270$ Casino: The Money Factory Case #: 3429

Im hearing about some people waiting over 30 days for a withdraw to bank account ive been waiting 16 days so far this is ridiculous Disputed amount: 400$ Casino: The Money Factory Case #: 3406

I made a withdrawal (redemption) on 6/5/25 for $4000.10 and it's been over 30 days and still in pending status... Disputed amount: 4000.1$ Casino: The money factory Case #: 3360