MadSlots Casino - Player’s account has been closed but refund is delayed.

I received an email about a refund in January, they closed my account and said I’d be refunded my deposits. I’ve been contacting since January and keep getting automated responses

Dear Customer,

We are writing to inform you that your account status has been updated to 'Self Excluded'. Your account has been closed and any outstanding balances will be returned to you.

Jammy Monkey, PocketWin and mFortune were re-launched under new ownership on the 27th of November 2023 and are now operated by Viral Interactive Limited.

However, we have identified that you self-excluded from one of the brands during the period in which they were operated by In Touch Games Limited, its former owner. 

Here at MadSlots Casino we prioritise player safety and want to make sure that all our customers remain in control of the amount of time or money they spend gambling, including those who make the decision to self-exclude from gambling. As such, even though the brand is now operated by a different company, we want to give effect to your self-exclusion. We confirm that your account will be self-excluded for the remainder of your chosen self-exclusion period and any losses that you may have incurred since the 27th of November will be reimbursed.

We encourage all customers who choose to self-exclude to consider also registering with GAMSTOP. GAMSTOP is a national self-exclusion service in the UK that will prevent access to any site licensed by the Gambling Commission. For more information, please visit gamstop.co.uk.

If you have any questions about this email, then please contact our customer service team and a member of our dedicated customer service team will be happy to help you.

Dear Bronski,

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

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

• Have you been in contact with the casino since you were promised the refund of your deposited funds?
• Could you please share your more recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi, yes I have been in contact serval times.

little detailed responses is all I get in return.

Have you been provided the details of what your losses from the 27th of November entail?

Could you please explain what your deposit activity was there between 27th of November to the moment your account was blocked?

Hi, I haven’t been provided any details of losses.

Roughly my initial deposits total to around £800 to the moment when my account was closed.

I have asked for the information of losses etc, but have been told it’s managed by a different department. And to wait until they get hold of me. Which seems like it isn’t happening.

Thank you very much, Bronski, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Bronski,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MadSlots Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 Bronski, I am trying to contact the casino internally, outside of this thread. I will let you know when I have any updates.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Independent Betting Adjudication Service (IBAS) – an alternative dispute resolution service (http://www.ibas-uk.com/consumers/how-to-raise-a-dispute/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru