Mad Casino - Player's account has been closed due to a ban.

IT's look like, a scam casino!

I deposited 25 EUR (wtih 200% bonus)!

I won 180 EUR, and Im banned, and closed my account, and im on some "black list"! (They send me back the deposited amount)

The reason:

I registered from a "non reputable and respected partner" as affiliate side!

So It's my fault, i registered from an advertisment what is not "respected"?

I check everywhere a casino before i register somewhere...

Dear Vartyi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mad Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Could you please share supporting evidence?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me the communication you received from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi!

• I have been player at the casino for 1 day
• Yes, i send you to your e-mail address the communication e-mails with the casino, like evidence
• I played only slots

Regards

Gabor

Thanks for the provided information.

• Has the refund been processed to your bank account/ e-wallet yet?
• Have you submitted any documents to the casino for verification when requesting a withdrawal of your winnings?

Please let me know.

Hi!

Yes, I already got the refund! (25 EUR), But i would need my winnings!

I hope it is not advertisment, but they answered on trustpilot:

I have sent my docs for withdrawal request!

Thank you very much, Vartyi, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Vartyi,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Mad Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vartyi,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Anjouan Gaming - AOFA) and submit a complaint directly to the regulator. You can find more information regarding their complaint process HERE, however, I could not find any license validator on the casino website. Therefore, I recommend you submit a complaint by email (admin@anjouangaming.com). I am also adding a link to our article dedicated to complaint processes with regulators in general, HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru