The player from the United Kingdom found their account locked by higher management, with no explanation provided. They were awaiting multiple withdrawals and had previously withdrawn from this account without issue. The Complaints Team was unable to proceed with further investigation due to a lack of response from the player. Consequently, the complaint was closed, but the player retained the option to reopen it in the future if they chose to resume communication.
Mad Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Mad Casino
Safety Index:Very lowCase summary
Discussion
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4 months ago
I’ve been in contact regarding my account with the live agent who’s told me that they cant see it access my account. They said the higher management have locked the account and that I need to email support email address. I have no idea why this is the case. I’m waiting on a few withdrawals, €890, €940 and €300 I think it was. Please can someone help me. I’ve withdrew from this casino and account before.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mad Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you contacted the support of the casino? With what result?
- Could you please share with me your communication with the casino regarding the block of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Dear tom170,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
