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

I registered and played at MadCasino and deposited approximately €3,000. After playing, my account balance increased to around €27,500. When I attempted to withdraw my winnings, the casino restricted my account and refused the withdrawal.

MadCasino claims that I breached their terms and conditions, but they have not provided any clear explanation, evidence, or the specific rule allegedly violated. In addition to refusing payment, the casino has also blocked my access to log in to my account, preventing me from reviewing my account history or defending myself.

Despite repeated attempts to contact customer support, my account remains blocked and my winnings unpaid. I believe the casino is acting unfairly and without transparency, and I am requesting Casino Guru’s assistance to help resolve this dispute.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify how many deposits you made into this casino?
• In the screenshot you uploaded with your complaint, the casino states that your winnings came from a deposit bonus with a maximum cap applied to the winnings. Did you accumulate your winnings from a 4th deposit bonus as stated by the casino?
• Have your winnings been capped immediately after you finished wagering your bonus, or only after you requested a withdrawal?

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

Dear Sir/Madam,

Thank you for your message and for reviewing my complaint. Please find my responses to your questions below:

Number of deposits:

I made approximately 15–20 deposits into the casino over the course of my gameplay.

Source of winnings / bonus clarification:

No, I did not intentionally accumulate my winnings from a 4th deposit bonus with a maximum winnings cap. I made multiple deposits over time and continued playing normally. At no point was it clearly communicated to me that my active balance was restricted by a capped bonus or that my winnings would be limited in the way the casino now claims.

If the casino asserts that my winnings originated specifically from a 4th deposit bonus, I request clear evidence showing exactly when this bonus was activated and which specific wagers and winnings are linked to it.

Timing of the winnings cap:

My winnings were not capped immediately after completing the wagering requirements. The balance remained visible as available in my account. The issue only arose after I requested a withdrawal, at which point the casino applied a cap and refused to pay the full amount.

I believe this practice is misleading and unfair, as the balance appeared withdrawable prior to the withdrawal request. I appreciate your assistance and hope this matter can be resolved as soon as possible.

Thank you in advance for your support.

Kind regards,

S. S.

Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 10+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that 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, we have no other choice since it seems to be a common practice for Mad Casino to completely ignore our attempts to mediate any kind of issue. Please check all our 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 issues have died as the complaints grew in numbers. We strictly recommend staying away from Mad Casino. I wish I could be of more help.

Since the casino does not display a license badge in the footer of its website, I recommend trying to reach out to the Anjouan Gaming Authority using their contact form at:

https://anjouangaming.com/contact/

Even though this page is not specifically designed for dispute submissions, regulators often have additional tools and authority to assist players in such cases, and it is still worth contacting them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.

Best regards

Veronika