Madnix Casino - Pelaajan voitot takavarikoidaan tilin sulkemisen vuoksi.

I am submitting this complaint regarding a dispute with the Madnix online casino, which refuses to pay me my legitimate winnings amounting to €165,000.

Context:

I won this amount legitimately while playing on their platform.

The casino justifies its refusal to pay by citing the use of a VPN, referring to section 2.2.12 of their terms and conditions.

My account has been permanently closed, and my winnings confiscated without clear notice or a fair process.

My objections:

Unclear terms and conditions: The prohibition on using a VPN was not sufficiently highlighted during my registration or throughout my gaming sessions.

No unfair advantage: The use of a VPN did not provide me with any unfair advantage in games that rely on random algorithms.

Disproportionate sanctions: The total confiscation of my winnings and the permanent closure of my account are unjustified and excessive.

I consider this situation to be a violation of my rights as a player and request your assistance to:

Examine the legitimacy of this decision.

Ensure that Madnix processes the full payment of my winnings.

I am willing to provide all necessary documents, including:

Correspondence with the casino,

Screenshots of my winnings,

A history of my gaming sessions.

Thank you for your attention to this matter. I remain at your disposal for any further information.

(I have a screenshot of a gain validation. I received this email 66 times, which totals €165,000.)

Sincerely,

Dear therve,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of Madnix Casino, and this is what I found:

2.2 By registering on Madnix, You hereby declare and warrant that You:

2.2.12 are expressly prohibited from using a VPN, proxies or devices such as robots, any other external player assistance (EPAs) program, or techniques that distort normal gameplay and give the player an unfair advantage. The use of a Martingale system is prohibited.

Could you please specify if you used a VPN to change your country of residence? Which country do you reside in, and which country did you choose with your VPN? Did you switch between several different countries?

Could you please confirm if you passed the full KYC verification?

Did you turn on your VPN during registration? Did you fill out your entire profile correctly and truthfully, including your country of residence?

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

Best regards

Veronika

Good morning KYC has been Validated by the service I have the confirmation.I am in France I played from France.

I correctly completed my profile when I registered .

I don't have a vpn on my phone,

I played on a live game , I didn't use a robot etc.

All my winnings were earned honestly.

After validating the KYC, they asked me for documents proving that I reside in France as well as my salaries.After that I had no news

Following up on my previous message, I would like to provide additional clarification regarding the use of the VPN on my account.

I would like to specify that I have an Internet plan with Orange, and I have been using the Orange Security Suite since April 5, 2024, which includes a VPN service to protect my data and privacy. From what I understand, this service may have automatically activated the VPN during my connections without me noticing. After my discussions with them (see attached screenshot), it appears that this feature caused the situation.

I fully understand the importance of complying with your Terms and Conditions, and I sincerely apologize for this situation. I assure you that I will take all necessary measures to prevent this from happening again, notably by permanently disabling the VPN for my future connections.

I kindly ask you to reconsider my request and take these elements into account when reviewing my case. I remain available for any additional information and assure you of my full cooperation to resolve this matter.

If you need any additional documents, I am more than willing to provide them as proof of my good faith.

Thank you in advance for your understanding. I look forward to your response.

Best regards,

Hello, when I subscribed to my internet plan, I didn’t realize that they had installed an additional security service (Orange Security Suite) that provides enhanced protection for my devices and personal data, including security tools such as antivirus, parental controls, online threat protection, and a VPN.

I wasn’t aware of this; otherwise, I would have, of course, never used this security feature according to their terms and conditions. I previously sent them a message about this, but I have not received any response from them to this day.

Thank you for the clarification. Is there any possibility that during the sessions when your VPN was turned on, your country of residence was changed, or did the country remain the same even with the VPN turned on?

Hello,

The country has remained the same; the internet provider Orange is based in France. I didn't know that this option with my internet service provider also included a built-in VPN. I played only from France, I am currently in France, and I did not travel during the period when I won.

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

Thank you very much for your help.

Hello, therve,

I am sorry to hear about your unpleasant experience and apologize for the delay. 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 Madnix Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been 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?

Important question - provided that the user used a VPN and the casino can prove it, regardless of whether he did it knowingly or unknowingly, did he access the casino's website and play from only French IPs or was his country/location altered to another country or other countries during his activity at the casino?

If he played only from France and used only FR IPs (VPN), likely for security reasons, can you clarify what unfair advantage could he have gained by playing this way? Why does the casino consider the winnings illegitimate or invalid?

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

Thank you.

Greetings all,

Just an update - I was in contact with the casino and was informed that they did not have access to a casino representative account, so they were not informed about the complaint correctly and on time.

Their casino representative account was set up a while ago. Therefore, I am resetting the timer for the casino again, for standard 2x7 days, so they have full standard time to gather all the necessary information and comment on the matter.

Thank you, therve, for your patience and understanding.

Dear Madnix Casino team,

Can you please check my previous post directed to the casino and provide us with the requested details?

Thank you. Looking forward to hearing from you.

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,

Extending the timer once again, pinging all the available contacts for the casino outside the thread, and waiting for updates.

Unfortunately, the contact in charge has not replied to my last email yet, and significant time passed since then.

Thank you for your patience and understanding.

Hello,

I am contacting you regarding the opening of my account on Madnix. Before registering on this platform, I was already registered on their subsidiary Winoui. After winning on Winoui, which allowed me to receive my winnings without any issues, I was contacted by their services and offered to register on Madnix with VIP status in April 2024.

Additionally, on January 8, 2024, I received an email from Winoui informing me that my account would be closed for no reason, knowing that Madnix is part of the same group.

I would like to clarify that my registration on Madnix was done based on this offer, and I have all the evidence supporting this situation. The exchanged emails are in French, and I can provide them if necessary.

Best regards,

Hello,We still haven't heard back from Madnix?

Hello, therve,

Unfortunately, still nothing.

In the meantime, while we will wait for the casino's response, I have a question, therve.

The casino earlier informed me that they provided you with a detailed explanation evidencing their actions. Can you please find all the communication from Madnix Casino (probably emails) and forward everything to my email (branislav.b@casino.guru)?

Extending the timer once again, contacting the relevant contact and also another possibly relevant email that I found recently.

This time, I will inform the people in charge that this is the last time I am extending the timer for them. If no one comments on the thread or gets back to me outside the thread with the requested explanation and details until the current timer expires, I will be forced to close the case as 'unresolved', which will significantly decrease the casino's rating/safety index.

So, let's wait for the casino to get back to me or comment on the thread finally with something relevant.

Thank you for your infinite patience and understanding.

Hello,

Thank you for your assistance. I have just sent you all the exchanges by email.

Best regards,

Thank you for your email and the attached communication, therve.

Let's wait for the casino to get back to me or comment on the thread.

Good evening, thank you for your response. No, the KYC process was successfully validated by their service. I received the confirmation, which I sent to you in the emails I received from them, and it was after that that they blocked my account. Let me know what you would like me to send you.

Here is the validation email from their side.

Hello, therve,

Thank you for your email and the documents/photos.

Please check my last email regarding the complaint and answer my questions.

Thank you. Looking forward to hearing from you.

Good evening,

I just replied to your email.

Thank you so much

Thank you for your email and the additional information, therve, and I am sorry for the delay.

Now I am switching the timer to the casino representative, contacting them outside the thread, and waiting for further details/clarification.

I will inform you as soon as I have anything relevant.

Thank you for your patience and understanding.

Dear therve,

Thank you for your email, and I am sorry for the delay.

Can you please check my last email and provide me with the requested?

Thank you.

Hello Branislav,

I just replied to your email.

Thank you.

Greetings all,

I am sorry for the delay.

Thank you very much, therve, for your email and the provided documents and video documentation.

There is still an ongoing communication between me and the casino representative outside the thread regarding the matter, where I am waiting for the further details I requested. Therefore, I am extending the timer for myself, reserving some more time to gather all the necessary details and possibly discussing the case internally with the team if needed.

I will inform you about updates as soon as I have something relevant or our final ruling.

Thank you for your patience and understanding.

Hello,

thanks you very much for your assitance.

Hello, therve,

I am sorry for dragging out the process. I received some additional details regarding the matter from the casino representative, however, I will have to discuss it again internally with the team, which will likely take place on Tuesday next week. Therefore, I am extending the timer for myself again and reserving several days to respond.

I will inform you about updates as soon as I have the necessary information.

Thank you for your patience and understanding.

Greetings all,

Dear therve,

After gathering and reviewing all the necessary details from both involved parties, and after an internal discussion with the team, unfortunately, we are closing this complaint as unjustified due to the following reasons:

• Violation of the casino's terms and conditions - incomplete KYC/verification process (mandatory for withdrawing anything from a casino account) due to providing incorrect/confusing documentation; under the given circumstances, it was not possible to accept your documents for this purpose
• Although we did not receive more details regarding suspicion of possible unfair advantage by using a VPN and/or that it was intentional, the casino informed you about it several times, and you ignored their emails and requests to stop it at the time your account was fully active
• It was confirmed that you provided us with misleading/incorrect information during the complaint resolution process, especially about the documents you provided to Madnix Casino

The casino acted in accordance with the terms and conditions you accepted upon registration, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, or an ADR if the casino states one on its website.

Although only out of the thread, thanks to the Madnix Casino Team for providing information and cooperation.

Best regards,

Branislav, Casino.Guru