MADJILI Casino - Player's withdrawal is confiscated without explanation.

 am making this complaint regarding MadJili refusing to process my withdrawal of $20,270.06 and subsequently forfeiting the funds.

After requesting my withdrawal, I was told that MadJili’s security system had detected "suspicious betting activity" and that this allegedly breached their company policy.

I have repeatedly contacted customer support asking them to explain exactly what betting activity was considered suspicious and which specific term or condition I allegedly breached.

However, I have not been given a specific explanation. Instead, I continue to receive essentially the same response that their security system detected suspicious activity, that it breached their policy, and that the decision is final.

I have also repeatedly requested that the matter be escalated to a manager, supervisor or compliance department, but I have not received a meaningful escalation or detailed explanation.

I am not asking them to disclose confidential security algorithms or internal detection methods. I simply want to know:

What specific betting activity was considered suspicious?

Which exact term of the Terms & Conditions was allegedly breached?

What evidence supports the allegation?

Why have my $20,270.06 been forfeited?

Why will MadJili not provide a proper review or escalation?

I believe it is unreasonable for a casino to confiscate $20,270.06 while refusing to identify the specific conduct or contractual term relied upon.

I have retained screenshots of my conversations with MadJili and can provide the relevant documentation, including my withdrawal information and their responses.

I am asking Casino Guru to independently review this complaint and assist in obtaining a clear explanation from MadJili and, if the casino cannot substantiate the alleged breach, the return of my $20,270.06.

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Hello,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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 There

I was playing fortune coins 2 through Jili slots

no bonus was active or in use jsut my $100 deposit

Dear Jordanj1994,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Jordanj1994,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from MADJILI Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear MADJILI Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Dear Jordanj1994,

Unfortunately, as MADJILI Casino has not responded to the complaint within the given timeframe, I will have to close the complaint as unresolved.

I am really sorry that we cannot do more from our side in this situation. We have given the casino additional time to respond, but without its cooperation and without the necessary information or evidence, there is unfortunately no way for us to properly investigate the case or reach a fair conclusion.

Please note that closing the complaint as unresolved will have a negative impact on MADJILI Casino's Safety Index rating on Casino Guru. Hopefully, this may encourage the casino to reconsider its position and participate in the complaint. If they decide to provide the necessary information, they can request that the complaint be reopened, and we will be happy to continue with the investigation.

Unfortunately, I cannot recommend a licensing authority for you to contact in this case, as MADJILI Casino appears to be presenting fake or unverifiable licence information, so there does not seem to be a legitimate gambling regulator to whom we could direct you.

At this stage, if you wish to pursue the matter further, your remaining option may be to consider contacting the police or another relevant law-enforcement or consumer-protection authority in your jurisdiction, particularly if you believe you have been the victim of fraudulent activity.

I am very sorry that we cannot offer you a more direct avenue for resolving the case. If you decide to continue playing online in the future, I would strongly recommend choosing a casino based on its Safety Index rating on Casino Guru, as this can help you identify operators with a better reputation and a more reliable regulatory background.

If you receive any new information from MADJILI Casino or they decide to participate in the complaint, please let me know. We can then consider reopening the complaint.

Thank you for your patience and for giving us the opportunity to look into this matter.

Best regards,

Samuel

Casino Guru