Mad Casino - Player's winnings have been confiscated.

Casino confiscated a significant win ( 9500$ ) stating that I violated the T and Cs about bonus money and the max spin $ per spin while with a bonus. I read the T and Cs up and down and could never find the max per spin. So between deposits I elected to check with the casino chat. And got them to confirm very clearly that they didn't have a max $ per spin amount. So I figured ok let's deposit again and see what I can do.. cleared to roll over and withdrew the 9500..

After the advised me that I violated the terms I sent them proof from their agent. And they chose to simply ignore me and close my account!

Dear Jjean018,

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 explain which bonus you activated and played? Share a screenshot or provide a link to the bonus and its associated rules for review.
• Could you please share the communication with the casino regarding the accusations against you with me? Send it 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good day Tomas,

First off, thank you very much for your response. Attached is just a screen shot from their website in the top they give a breakdown of their 1st ,2nd, etc deposit bonus. These are the ones I took. I could not find the terms anywhere! Even within their T and Cs hence why i chose to talk with their chat prior to game play.

I had asked chat prior to playing the 1st bonus about how much the max spin or how much the roll over was. And they answered 30x and no max spin. So I decided to play that bonus. During game play I realized I really should of taken a screen shot of the chat as evidence in case since I couldn't find it in the terms ..but some casinos don't have a max spin on bonuses so figured just take a screen shot and have fun. So The 2nd time I asked i took the sceeen shot i sent ( taken at 1: 42 pm. . I then lost the rest of the balance and then chose the 2nd deposit. 2nd deposit is (at 2:04pm) I played that 2nd bonus until clearing the roll over then carried the balance up to 9500$ before withdrawal.

Email from their department is being forwarded now.

Thank you

Jamie

Thanks for your patience.

I checked the information you sent and the website.

The 7.16 rule about the maximum bet used in the communication to inform you about the breach can be found on the website's terms and conditions page: https://madcasino.io/terms

7.16. The maximum allowed bet for wagering the bonus is 2 EUR.

Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets.

Could you please advise when the communication with live chat takes place? (the one in the screenshots you submitted in your first post)

Morning!,

I did find th 2$ per spin max rule after the confiscation. It was listed in the sports betting section and simply didn't see it. Which is why I asked the casino live help line to begin with. I wouldn't of started playing without knowing the answer!.

That screen shot occures between the 1st and 2nd deposit. ( 2nd deposit is the one that generated the win )

Thanks for your reply.

We accept the situation max bet rule is specified in the general bonus terms and conditions. From our point of view, the rule is applicable for the bonuses of the website, not just sports-betting bonuses. If the max bet rule is specified in the terms and conditions of the casino, this overrules any inaccurate information given by support. If your argument is that the terms and conditions didn't specify the maximum bet at the time or the rule being added only after you benefited from it, we would require evidence of that happening.

Please let me know if there is any other information I might have overlooked or haven't considered; otherwise, the complaint will be closed.

Dear Jjean018,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good day,

I have nothing to add. There should be some accountability to the website in my opinion. I read their terms and the 2$ amount was listed in a weird place. It also made no sense being slotted in the sports section. So I decided to seek further clarification from chat before proceeding to play... based on the way it's worded.. a player receiving a 100$ bonus would need to place 1500 individual 2$ sports bets to clear it!! Which is unheard of in my years of gameplay. Hence asking the live chat TWICE who both confirmed there was no max $ per spin. Only then did I proceed to play...

What is the point of an operator having a chat help if the information provided is not held true?

Anyhow... thanks for listening to my case. Once again it's purely the fact that the terms made no sense and still don't that I sought clarification... 2$ max sports bets On a 30x roll over? Wowzer I don't even think it's possible to put in that many bets within the bonus timeline!

I understand this is a disappointing conclusion of your complaint.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.