Mad Casino - La cuenta del jugador ha sido cerrada.

First I deposited 250 Euro and got a lot of bonusmoney, I had to play for over 22.500 Euro to be able to claim them. I did and then had about 2500 Euro on my account. I wanted to withdraw 1000 of them but they told me I've breached their bonusrules (and I did cuz in "normal" casinos they block you from playing wrong games or betting to high amount.. but not these one. They live on confiscating peoples money if they win, otherwise you just loose your deposited money anyway, win-win for them)

So they took my 2250 Euro and left my 250 Euro. By this time I understood theirshit and just wanted my money, so I withdrew 250 Euro... but noooo! Then I had to wager them one time first for moneylaundering rules (got the conversation about this). Then I pkayed and was about 820 Euros on my account and I said that I've fone this and really wanted my money now. But nooo.. they claimed I've broken their rules but never told me what I did( got mails) so they told me they would block my account and send me my 250 Euros back and thst it van take up to 14 days (got this 27/7). Now I'm blocket and they don't answer my mail.

Dear Xinity,

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

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

• Could you please explain whether you breached the maximum bet rule, the restricted games rule, or both initially?
• Could you please share the communication in which the casino justified the confiscation of your real money winnings?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you completed account verification in the casino?
• Have you withdrawn winnings from the casino in the past?

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 Thomas!

Did you get my emails?

Please/ Susanne

Hej Tomas!

Fick du mina mail?

Vänligen/ Susanne

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 Xinity,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Now 14 working days has passed and I still haven't got my OWN 250 Euro, just mailed them again about it.

Though they actually owns me over 820 Euro I think I maybe just can get my 250 Euros back..

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 Anjouan Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej