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Confiscation of €3,145 in pending withdrawals after multiple successful cashouts - MadCasino

I. Nature of the Dispute

I am filing a formal complaint against MadCasino (operated by Non Videri B.V.) following the illegal confiscation of €3,145. This entire amount consists of pending withdrawals that were voided after the casino abruptly closed my account. The operator has offered a generic "refund" of my deposits, which I formally reject as it is a maneuver to avoid paying legitimate winnings.

II. Validation Precedent & Consistency

This dispute is particularly egregious because dozens of previous withdrawals had been successfully approved and paid to me by MadCasino prior to this session. My account was fully KYC-verified, and my residency and gameplay were officially validated through these past transactions. The casino only invoked a "breach of terms" once my winning balance reached a significant threshold, which constitutes bad faith and selective enforcement.

III. Circumstances of the Win

My winnings were generated on March 2026. The casino claims a violation of bonus terms regarding restricted games (The Catfather). However:

No Technical Blocks: The system allowed these wagers without any warning or pop-up.

Retroactive Changes: I have saved HTML evidence and metadata proving that the restricted game list was modified after my session to justify the confiscation.

IV. Evidence Provided I am attaching the following evidence to this file:

Screenshots of the €3,145 in pending withdrawals status.

Proof of previously "Approved" and paid withdrawals to demonstrate my account's long-standing compliance.

The automated email from the operator confirming the account closure and the incorrect refund offer.

Conclusion:

MadCasino cannot retroactively change the rules of a contract that they have validated dozens of times through prior payments. I demand the full payment of my €3,145 and request that CasinoGuru notes the systemic nature of these "Withdrawal Traps" across the Non Videri B.V. network.

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 for submitting your complaint. I’m sorry to hear about your experience at MadCasino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

Dear Attila,

Thank you for your response and for your fair stance on technical blocking. Here are the answers to your questions:

1. Software Warnings:

I can formally confirm that I received no warning, no pop-up, and no notification from the software when accessing The Catfather or any other game. The casino's system allowed me to launch the game, place bets, and settle wins without any restriction. It was only after I requested a withdrawal of my winnings that these "rules" were suddenly invoked.

2. First Bonus:

No, this isn't the first bonus I've played. It's a weekly bonus that I've claimed several times, and in previous sessions, there were no issues regarding game restrictions.

3. Gameplay History:

Unfortunately, the casino has permanently closed my account, so I no longer have access to the "Gameplay History" tab. However, I anticipated this and saved the HTML (If the HTML files do not render correctly in your browser, please open them with a text editor to see the raw data, which confirms my bets and winning amounts),source and screenshots of my history before the closure. I have already attached these to the complaint, and I will also forward the full files to your email at attila.g@casino.guru as requested.

4. Additional Communication:

I am also forwarding to your email the contradictory messages I received from the management of the Non Videri B.V. group. Specifically, an email from their sister-site (Slottio) where they admitted to "confusion" regarding the dates of their T&C updates. This proves that the rules were modified retroactively to justify the confiscation of my €3,145.

I have also opened complaints for Slottio, Aphrodite, JokerSino, and Kingdom Casino, as they all sent me the exact same automated rejection email from the same operator.

Best regards, [Redacted]

Dear Player,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Michal (michal.k@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,

Attila

Hello AngelaValdes,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite MadCasino to join the conversation.

Dear MadCasino,

Can you please clearly outline the course of events, which rules have been applied in this situation, and explain why they were applied?

The player asserts that specific rules were enforced on their gameplay or winnings retroactively, which is a practice we certainly cannot regard as fair. If this has indeed happened.

Should there be any other factors influencing this matter that cannot be shared publicly, please shared the with me directly at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello,

Thank you for the opportunity to clarify this matter.

Based on the details available, we were not able to identify any related account in our system.

We are here to help should you require any further clarification or assistance, and we remain available to review the matter if additional details are provided.

Best Regards,

MadCasino Team

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.

Hello Michal,

Thank you for the opportunity to clarify this matter.

We have reached out to you directly via email with further details and supporting information for your

consideration. We kindly ask you to review them at your earliest convenience and let us know if any additional

clarification is required.

We look forward to your feedback.

Best Regards,

MadCasino Team

Dear Michal,

I notice that MadCasino has now moved the discussion to private emails after publicly claiming they could not identify my account. This change of stance confirms that they have indeed identified my account and my €3,145 in pending winnings.

I trust in your independent review of their claims and I am available to counter any specific technical logs they might have provided if you can share the nature of their arguments with me.

Best regards, Alan N*******

Dear MadCasino Team,

Thank you for your response and the findings.

Dear AngelaValdes,

It seems the MadCasino Team is right. There are, in reality, 2 Mad Casinos operating that we are aware of.

Although both casinos have the same name, each is a separate casino managed by or operated by different companies.

Currently, this complaint was assigned (most likely by you) to Madcasino (URL: https://madcasino.com/). However, as confirmed by the screenshots you provided, you played and have the issue in or with Mad Casino (URL: https://madcasino.io/). In your particular instance, the link is or was https://madcasino47.io/

I would like to mention that since both casinos have basically the same name, it is very easy to mispick the correct one, so I fully understand this small "error".

I’ve reviewed both casinos, and their website designs differ quite a bit.

I am awaiting supporting evidence confirming that you don't have a account with Madcasino (URL: https://madcasino.com/).

Once confirmed I will proceed to assign this case to the other Mad Casino (URL: https://madcasino.io/) and invite them to join the conversation.

Dear Michal,

​Thank you for spotting this. However, I would like to clarify that I have consistently mentioned in all my messages and evidence that the operator in question is part of the Non Videri B.V. license group.

​It appears there was a technical or administrative error when the complaint was initially opened/assigned by the team (Attila), as I explicitly pointed out the connection between this site and its sister-sites like Slottio, Aphrodite, etc.. from the very beginning.

​To be 100% clear:

​The correct operator is indeed Mad Casino (URL: https://madcasino47.io).

​I confirm again that I have no account and no relation with the other Madcasino (.com).

​Please reassign this complaint to the correct entity (Non Videri B.V. group) so we can proceed with the actual dispute regarding my €3,145 winnings, which follows the exact same pattern as my other ongoing complaints.

​Best regards,

Alan N***** (AngelaValdes)

Dear Madcasino (URL: https://madcasino.com/) team,

Thank you for the confirmation.

Dear AngelaValdes,

Thank you for your confirmation. I will now transfer this case to the correct Mad Casino (URL: https://madcasino.io/)

Dear Mad Casino (URL: https://madcasino.io/)

Please provide a clear and detailed outline of the sequence of events, specify which rules were applied in this case, and please explain the rationale for their application.

The player has raised concerns that certain rules may have been applied to their gameplay or winnings retrospectively, which would not be considered a fair practice if confirmed.

If there are any additional factors relevant to this matter that cannot be disclosed publicly, please share them with me directly at michal.k@casino.guru so they can be reviewed independently.

Thank you in advance.