Mad Casino - Player’s winnings are being confiscated after account closure.

To give you a brief idea of the situation I won 108 thousand euros with a casino called MAD CASINO. I deposited £7000 which they have returned but refuse to pay my winnings. I was fully verified and even made a withdraw of £600(proof in one of my pictures), which was successful . i had my own VIP manager on wotsapp with him congratulating me on my winnings, I have proof of the withdraw of £600 and pictures of my winnings and confirmation of my account being verified by email. Once I hit the jackpot, they closed my account and said they do not accept UK players and returned my deposits but not my winnings. They verified me , let me play the casino for 2 weeks and even let me make a withdraw but soon as I hit the jackpot they refuse to pay out. I have made lots of complaints to the site and they said it will be sorted in 8 weeks. Its now 14 weeks and all I get is reply's of , somebody will be in touch but they never doo. I have all emails of my complaints and conformation of account .The pictures show various amounts but on them blocking my account i had 108000 thousand euros. ALSO below i can not remember my username it is possibly the one i have submitted. I have put reviews on trustpilot regarding the situation and they confirm my winnings on there and promise to reply to me but never doo. Any more information please get back. Thanks Paul W. Tel - [hidden by Casino Guru]

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, could you please provide us with some additional details?

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Am I correct in understanding that the casino verified your identity even though you are from the United Kingdom?
• Is your current country of residence the UK, or have you been residing in another country?
• Was your account fully verified at the time the casino paid you the £600?
• What payment method did you use for your initial deposit and the subsequent withdrawal?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi thanks for the reply , to ansrew your questions i have never used a vpn or any other software in my life to hide my location.

Yes they verified my account even though i was from the united kingdom . Proof sent was Bank statements/driving licence/ bill statements and confirmation of my mobile number which they knew was a UK number.( i have an email stating that my account is fully verified and the emails of me sending my proof)

my country of residence is the UK and i have not been residing in any other country.

I was fully verified when i recieved the £600 withdraw ( there is proof of the withdraw on one of the pictures i sent you)

I used my debit card for the deposit and for the withdraw they asked for my account details such as sort code and account number. when i filled the withdraw form out it had a drop down box which i had to click the united kingdom they also wanted my banks address which i sent and is obviously a UK address .

i also have the messages from the VIP manager congratulating me on my win. this was on wotsapp(also an email i sent them to contact me on wotsapp to confirm my number and i state on the email its a UK number.

I have just looked at the email i have about the £600 withdraw i made and it states on the top of their response(Your Bank Transfer (Local UK) withdrawal with the amount of €600.00 has now been paid out and is on the way to you) This proves they clearly knew i was from the UK and i have this emal from them still.

I have more proof but hope this is ok for now. thanks for your help. i feel i played fair and got lucky and won big so they should honour my winnings as i tried to hide nothing. Thanks Paul

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Please forward me all the communication between you and the casino regarding the closure of your account and confiscation of your winnings at [email protected]. Thank you for your cooperation.

Ok thanks for the reply I will forward the responses today .

I have forwarded proof of the withdraw which clearly sates £600 going back to the UK

I have forwarded Proof of mobile number sent clearly a UK number

I have forwarded Proof that my documents have been checked and now fully verified

I have forwarded Mad Casinos response as to why they closed my account

I have other emails of communication that i made to the complaints team. hope this information is enough. Thanks

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Mad Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

ok thanks. its a lot of money i won . they should not be able to get away with this to customers

Dear wilso,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Mad Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, I want to be transparent that Mad Casino currently holds a low safety rating and has a poor track record in addressing player complaints. While this means the likelihood of a favorable response may be limited, I have reached out to their official support team through available channels to request assistance with your issue. I am awaiting their reply and will keep you informed of any updates.

Thank you for your understanding and patience throughout this process.

Best regards,

Kubo

Ok thanks . Hope you have all the information I have sent to the last representative . If you require anymore please get back . It would be handy for myself if you can find out who holds there gaming license with contact details . I have an idea who it is but would like to no for sure

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 wilso,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo