Madnix Casino - Los fondos del jugador son retenidos por el casino.

I opened a account I deposited 50 AUD after receiving a email with a special first deposit offer off 200 per cent and 200 free spins . I never received the free spins and on entering support was told they were not online and to leave my enquiry and they will get back to me so I went ahead and played and logging out after awhile. On reentering I had a message from support to leave the complete email I received and they would look into it I had trouble trying to get the email to scroll down for the full shot they requested but finally got it to work and showed support the email . Was told to wait and after 10 minutes she returned with she's left the message with the right department and they'd get back to me ..first joke. After entering a few games and noticing I was getting the same msg each time I tried to play which said a error was made and to close or continue . Obviously it does not let you continue so asking support why this was happening was told they were withholding my money and had sent a email with all the requested documents even to the point of asking for a selfie holding your ID before they would allow me to have my money back? ..now I have had to do that at other casinos. BUT only after requesting a withdrawal..they have withheld my money ? How can they do that? Why do I need to send such confidential info for simply playing there? Can they withhold my money? They also threw me out of chat when I was asking how can they have the right to withhold ppls money? This has made me so mad

Dear Tinkka,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Could you please share with me the relevant communication?
• Have you provided the casino with the requested documents? When did you provide them?
• Have you completed the wagering of the match deposit bonus?
• Could you please share with me your communication with the casino regarding the issue as evidence? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tinkka,

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.

Dear Tinkka,

Thank you for your email. I apologize for not replying earlier.

Kindly share with me any communication between you and the casino regarding the depositing issue and the issue surrounding the verification of your identity, so we may review them.

Send the communication to my email at tomas@casino.guru

Looking forward to your reply.

Hi Tomas

I have yet to go back and try to talk to them I'm really turned off by there pushy requests..I totally understand they have there rules but had I had known they would be requesting my personal bank details for simply playing there IV never been asked that before by any casino unless I'm making a withdrawal request and I really don't see why they would need that information plus the way they just blocked my me from playing with my own money is so rude and uncalled for I would send them my ID no problems but not my bank details unless I'm making a withdrawal as far as I know I'm still unable to login even tho a email I replied to from them try to tell me I had a deposit issue not a login issue??..which is just not true I had no deposit issue I have a login issue how they can just tell me what they think my problem is ..is stupid I obviously would know what my issue is..I just want to play with my money and most likely won't be back there because of the attitude and over the top rules makes one feel like they need to prove who they are just to play there treat everyone like there liars it's insulting

PS I did reply by email to this you must not have received it sorry

Oh and that was my first deposit with them and first visit...as I said over the top asking for such details before they give you back your own money? ..like seriously I don't see how they can get away with that

Well I gave the idiots all the documents requested all were verified except the selfie with ID got a email from Elise saying they needed another because it wasn't the same ID document I gave them. Well guess what it is exactly the same ID and even tho all the others have been passed in still waiting for them to let me have MY money back im so mad how can they get away with crap like there pulling ? What the hell did I do wrong to be harnessed like this? And how is it that I was able to deposit and play before all the so much needed documents were asked for? Seems like because I was winning they dint like it Im kept waiting whilst the bonus I deposited with is running out!?.I want my money dammit

Thanks for your reply and emails.

In your initial reply, you noted you didn't receive the free spins portion of the bonus. Could you please clarify whether you were able to play with the match portion of the bonus? Were you able to complete the wagering requirements of said bonus? Is it possible that the casino only restricted you from playing some games?

Please note that the casino has the right to verify your account if your withdrawal or a refund is requested.

Kindly send me your interaction with the casino's support as evidence if your verification attempts aren't successful. Send this information to my email at tomas@casino.guru

Looking forward to your reply.

Dear Tinkka,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru