Mad Casino - Player's account has been reopened after self-exclusion.

Please people stay away from his place it’s a scam casino and let me tell you on a different level not common way casios can act by stoling Verification and whitdrawls etc …..just hear me out

On the 11e of November I contacted their support asking for Self exclusion/ not be able to log in deposit etc and I wrote that I have gambling problems and that I wanted it to be closed permanent….

The answer was oh sorry to hear that you are not alone bla bla bla - Account Closed - done ….here comes the thing - on the 13 November the VIP manager - David Lind working for the Casino contacted me true a email - saying oh so sorry to se you leave - I just noticed you have 600€ cashback on your account and if you want to claim them I can open the account again for you …please contact me on what’s up and I will give you another 200€

This has never happened to me or anyone I know before !?!! Open the account even then I told them I have gambling problems ?!?! And self excluded me from gambling !?!!

and what happened of course I lost a whole lot of money again and now they closed my account whitout any explanation or email - so this is In my opinion not only unethical I believe this is Illegal- to bring someone back to their Casino - when I closed the account - I want to try my case against the Responsible Gaming policy - and se if this act from the casino manager is okey …..complain against these tjey running things carrying gamling licence

please play at other casinos but not this or any of their sister casinos ….

Stay Safe Foks

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Hello,

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.

• Do I understand correctly that your account is currently blocked?
• Were there any obstacles in reopening your account after you were contacted by a VIP manager?
• Could you please share the date when the VIP manager contacted you regarding the promotion?
• Have you asked the casino support for a refund of your deposited funds due to failed player protection? What response have you received?
• Send additional emails or chat transcripts to my email at [email protected], or post screenshots here, if available.

Thank you very much in advance for your reply.

Best regards,

Tomas

Hej

har skickat att du efterfrågade på mail

Tack för att du tar upp mitt klagomål

jag mår mycket dåligt av hur de MadCasino har betett sig mot mig

Tack

Tomas

Dear Gotonem,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Gotonem,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi okey

My feeling is they don’t care at all

just recived another "offer" from them

Saying Hey Claim your Christmas Bonus

it’s just so bad

Dear Gotonem,

I am sorry to hear things have not improved. Unfortunately, unless we receive an answer, there is not much we can do about this, as the casino is operating without a gambling license.

hi

I understand

Thx for trying

all The best

Dear Gotonem, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties need to communicate closely. Unfortunately, this is not the case and we were both left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.