Mad Casino - Player is blocked from her account.

I have now been blocked from my account. Had £600 I tried to withdraw and then continued playing won over another £2100 I tried to withdraw said I needed to verify account. Sent all the required documents as requested now I have been blocked! I have had no response and deposited nearly £1000!

complete joke I want the money I am owed

Dear Amy91,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation and assist you effectively, could you please answer the following questions:

• What specific documents did you provide for the account verification? Have you submitted all the documents on time and in the correct format?
• Has the casino informed you why your account was blocked?
• What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi

yes, I have provided passport, bank card & utility bill

They have emailed me back now to advise I was blocked due to a breach in the terms and conditions

I played slot games

Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru. Thank you for your cooperation.

Dear Amy91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.