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€

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

Hello,

I did not play the game Sheriff’s Fortune Bonus. I don’t know why you are claiming that I did. The game I played was Madame Megaways.

I will send you all my screenshots so you can verify everything.

First, I deposited €100 and won €200. I requested a withdrawal, but it was rejected. You then asked me to provide verification documents. I sent my passport and a phone bill as proof of address.

None of my winnings came from a bonus. After my first withdrawal request, I continued depositing money. In total, I deposited between €1,200 and €1,500.

You cancelled all of my withdrawal requests without giving me any proper explanation or assistance.

I won €3,124 by placing regular €5 bets on Madame Megaways. I triggered the bonus feature by landing the scatter symbols and received 8 free spins. This was part of the normal gameplay, not a promotional bonus.

I am still waiting for my very first withdrawal of €200.

Last Wednesday, you confirmed that my withdrawals had been approved and paid out, but I have still not received any money.

Regarding my €3,124 winnings, you are claiming that my last deposit was €30 and that my maximum win should therefore be €300 because of bonus terms. This is not correct, and it is not consistent with your own Terms and Conditions. My winnings were not the result of a bonus offer.

I have deposited almost €1,500 at your casino, yet I have not received a single successful withdrawal.

I am extremely disappointed with how this has been handled. I feel that I have been treated unfairly, and if this issue is not resolved, I am prepared to take the matter further by filing a formal complaint and, if necessary, pursuing legal action.

Please review all the screenshots I am sending, as they clearly show what happened.

I look forward to your prompt response.

Thank you

.

i send them betwen 25 e mails,they dont answer me

se all my wins with 5€

Dear Erhan1988,

Thank you for your responses.

Unfortunately, I regret to inform you that since this casino has 15+ cases 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 number.

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,

Veronika

Casino.Guru