Mad Casino - La cuenta del jugador ha sido cerrada y el retiro ha sido cancelado.

I deposited €30 into MadCasino, won €300, and made a withdrawal. The second day, the withdrawal didn't appear in my withdrawals list, and the chat was disabled. This happened on November 21st. My account was verified, and I sent them everything they requested. They told me I could play, that everything was OK. I've been sending emails for almost two weeks, and I get the same response: "I have to wait." The time limit stated in their casino rules has long since passed. Today, December 2nd, they emailed me saying they canceled my withdrawal for an undisclosed reason. They closed my account and said they would refund the €30 I deposited. So, it's a scam. I won't get the €300 back, and I'm sure I won't even get the €30. Please help me; it's 100% a scam. There's no point in waiting any longer; it's clearly a scam.

He ingresado 30 euros en madcasino gané 300 y he echo el retiro el sequndo dia ya el retiro no me aparecía en los retiros y el chat estáva desactivado esto fui el.dia 21 .11 novembre ,y encima con la.cuenta verificada y todo le mandado todo lo que han pedido y me han dicho que puedo jugar que está todo ok ,estoy de casi dos semanas mandándole mensajes por correo y la misma respuesta hay que esperar ya paso con mucho los días que ponen en sus reglas del casino y hoy el día 2.12 diciembre me mandaron por correo que me anularon el retiro por un motivo que no me lo han dicho me han cerrado la cuenta y que me van a devolver los 30 euros que ingreso entonces estafa los 300 euros nada y sequro ni los 30 ,porfavor ayudarme ya es estafa 100% no hay que esperar más claramente se ve que es estafa

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot.
• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Hello, good morning. The money I won wasn't from bonus funds; it was my own deposited money. As I already told you, I deposited 30 euros. I played casino games like Big Bass, and for verification, I sent everything they asked for. On top of that, they told me everything was OK and I could make deposits and withdrawals. After that, the online chat was deactivated, and after I made the withdrawal, within a few hours, it no longer appeared as pending anywhere. I couldn't see it. I begged them to pay me in 100 messages, and after 11 days, they sent me this message saying the account was closed and that I would have the 30 euros in my account in 14 days. But I also doubt that I'll ever see those 30 euros. Please help me.

Hola buenos días el dinero ganado no es con dinero de bonos es con dinero mio ingresado ya os conté ingrese 30 euros,he jugado a juegos de casino en plan Big bass y la verificacion he mandado de todo lo que me han pedido en cima me han dicho que está todo ok y puedo hacer depósitos y retiros ,y después de esto ya he tenido el chat online desactivado y después de que he echo el retiro ,en unas horas ya el retiro no aparecía pendiente en ningún lado no se podría ver le rogado en 100 mensajes que me paguen y después de 11 días me mandaron esto que la cuenta está cerrada y que en 14 días voy a tener los 30 euros a mi cuenta pero dudo tbien que no esos 30 euros no lo voy a ver porfavor ayudarme

Please forward me all the communication between you and the casino customer support regarding this issue at veronika.f@casino.guru. Thank you for your cooperation.

Dear Cristianalin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I'm still in the same situation. The account is blocked and no one is answering my emails, so I'm sure I won't see that money anymore. They've only returned what I deposited, but not the profit.

Hola sigo en la misma la cuenta bloqueada y por email no contesta nadie entonces sequramente ya no veo este dinero solo me han devuelto lo que ingrese pero la ganancia no

Hello Cristianalin,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Have you sent any of the conversations between you and the casino customer support to me at veronika.f@casino.guru? I have not received any emails from the email address so far. Thank you for your patience and cooperation.

Dear Cristianalin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I'm not sending anything, but I don't have much either, just a few messages. My account was closed. It's true they refunded the amount I bet, but I haven't received any winnings.

Hola no envío nada pero tampoco tengo muchas cosas solo algunos mensajes por qué me cerraron la cuenta si es cierto que devolvieron la cantidad que aposté pero la ganancia nada

Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 10+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.

Regrettably, we have no other choice since it seems to be a common practice for Mad Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Mad Casino. I wish I could be of more help.

Since the casino does not display a license badge in the footer of its website, I recommend trying to reach out to the Anjouan Gaming Authority using their contact form at:

https://anjouangaming.com/contact/

Even though this page is not specifically designed for dispute submissions, regulators often have additional tools and authority to assist players in such cases, and it is still worth contacting them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.

Best regards

Veronika