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