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

Madcasino I won with 5 € bet, on games Madame Destiny Megaways, first they didnt wanna aprove my withdrawal with 3200€?i send it all my documents and they accept it before i won,they are so lazy and doesnt wanna aprove my withdrawals,i have all my screnshots which i talked with them and today i get e maill from them at all,se the e maill bye screen shots ,all my withdrawals cancel it and i just have now 300€ ,they send it mail at i get only 300€ with my bonus which i deposits 30€

as you can se the pictures i won almost 3200€ on game Maddammegaways with 5€ bets and get the bonus on that 3124€ almost,

they close my acount,they cancel all my withdrawals and nothing help, i also send all my dokuments to them about verify my account whitch only that they accept it but i send that before i won the money, i also deposit there almost 1400€

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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 confirm that you accumulated your €3,200 winnings while playing with the Sheriff's Fortune Bonus? If so, please note that the following rule applies, as stated in the casino's Terms and Conditions:

7.10. Bonus money: wager (wagering)

(...) The maximum amount eligible to win from any bonus claimed — including profits generated from the cash associated with that bonus — is strictly limited to ten times the original bonus or cash amount received.

This rule means that any winnings exceeding this amount will be forfeited once the wagering requirements have been completed or a withdrawal request is submitted.

I would like to emphasize that, according to our Fair Gambling Codex, we consider maximum win limits to be unfair and predatory only when they are applied to real-money play. However, we do accept bonus Terms and Conditions that restrict the maximum cashout from bonus play.

• Could you please confirm whether you requested a withdrawal of the capped amount of €300 and whether it was paid to you?
• Could you also specify which documents you submitted to the casino for the verification of your account?
• Were your documents approved before your account was closed?
• Did you receive any email from the casino explaining why your account was closed? Also, what was the real-money balance in your account at the time of the closure?

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