Mad Casino - Player’s account has been closed after winnings.

I won a nice amount of money, 10048€.

They have paid 2000€ and returned my deposits of 1415 €.

After this they blocked my account aan stil owe me 6633€. With a made up story that i did not accept the terms and conditions. how can i play then and why did they pay out 2000€

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Dear davidesser123,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for sharing the details and the email from the casino. From what you’ve described, the situation appears to involve a partial payout, refund of deposits, and then account closure due to an alleged breach of Terms and Conditions, which certainly requires closer review.

In order for us to better understand the case and proceed with the investigation, I would like to kindly ask you to clarify a few important points:

• Could you please confirm whether your winnings of €10,048 were accumulated using a bonus or purely from real money play?
• Were you asked to complete KYC verification, and if so, was your account fully verified before the payout and closure?
• Could you please confirm whether the €2,000 payout was processed before or after any verification or review process?
• If you have any additional communication with the casino (emails, chat transcripts, or screenshots), please upload them here or forward them to petronela.k@casino.guru.

These details will help us determine whether the casino’s actions were justified or if there may have been unfair treatment in your case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

Hi Petronella i did not have played with any bonuses, it was all my own money, my account was fully verified before they paid 2x 1000 euro and after this they have returned my funds of 1415 euro and blocked my account, they dont reply on my emails anymore aswell.

Hi davidesser123,

Thank you for your additional message and clarification.

I understand that you state the winnings were generated purely from real money play and that your account had already been verified before the partial payouts were processed.

I would like to kindly ask you to provide a few more details:

• Could you please forward the confirmation of your account verification (e.g., email from the casino confirming that your KYC was successfully completed)?
• Could you also specify which games you were playing when you accumulated your winnings (e.g., slots, live casino, specific game providers or titles)?

Thank you in advance.

Dear davidesser123,

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.

Hi i was playing big baz Bonanza, the email i will send to you Thank you

Dear davidesser123,

Unfortunately, I regret to inform you that since this casino has 10+ cases (13) closed as "No reaction policy," we are forced to close your complaint as "Unresolved". This will affect the overall Safety Index of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Mad Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers.

We strictly recommend staying away from this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards,

Petronela

Casino.Guru