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Hello I made an account at mad casino I deposited 100€ I wagered my bonus money till they become real balance and when it reached 1500€ I tried withdrawing them

first the casino asked for verification

I was verified with all my documents and I also got an email that I’m completly verified

and today the casino send me an email

that they are no longer able to offer their services to me due to a breach of their terms and conditions additionaly

my account is permanently closed

and all my information has been blacklisted

and they will return only my deposit of 100€

so this casino stole from me 1400€

I have never experienced anything like this in any casino I have ever gambled

and also they don’t mention the type of breach of terms and conditions

please help me get the money I rightfully won

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Hello,

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 advise how long you were a player at the casino and when exactly your account was blocked?
• Which particular bonus have you activated and played? Could you please share a screenshot or a link to the promotion?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? 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

Hello I created my account on madcasino at the 5th of December and played the same day

and the account was blocked 17th of December

I activated the first Deposit bonus and I wagered it playing mostly Rabbit Royale from ELK provider

Dear Siba777777,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Siba777777,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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 Siba777777,

I have attempted to contact the casino multiple times, but unfortunately I have not received any response. Without cooperation from their side, there is very little more we can do. I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints negatively affect the casino’s rating on our website, which may eventually encourage them to improve their approach. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

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

If you need help preparing your message or receive a response from the authority, please feel free to email me at barbora.p@casino.guru. I am truly sorry that we could not achieve a more favorable resolution this time.

Best regards,

Barbora