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Complaint Against Mad Casino – Unjustified Account Closure and Confiscation of 595 EUR in Winnings

I would like to file a formal complaint against Mad Casino due to the unjustified closure of my account and the full confiscation of my winnings, which amounted to 595 EUR, without any valid explanation or supporting evidence.

The casino only provided the following message, which I include here as proof:

"Following a thorough review of your account, we regret to inform you that we are no longer able to offer our services to you due to a breach of our Terms and Conditions. [...]

Additionally, your account has been permanently closed. Any associated contact information and payment methods have been blacklisted [...]"

In this communication, Mad Casino merely alleges a supposed breach of their Terms and Conditions, yet they fail to specify which rule was violated, when it occurred, or provide any evidence whatsoever. The response is generic, insufficient, and lacks transparency.

Furthermore, the casino not only closed my account without providing a clear and detailed explanation, but also confiscated the entire balance of 595 EUR, representing legitimate winnings obtained on the platform. There was no prior warning, no transparent review process, and no opportunity for me to clarify or defend my case.

During my attempts to contact their support team through the online chat, they did not provide any valid or detailed reason for the account closure or for withholding my funds.

I consider the casino’s actions arbitrary, non-transparent, and inconsistent with fair-play principles and standard industry practices.

For these reasons, I kindly request Casino Guru’s assistance in the following:

1. Obtaining a clear, specific, and documented explanation regarding the alleged Terms and Conditions breach.
2. Recovering the 595 EUR that were confiscated without justification.
3. Reviewing Mad Casino’s conduct, as the lack of transparency combined with the unilateral account closure and total fund confiscation is extremely concerning.

Thank you in advance for your support. I remain available to provide any additional information needed.

Best regards.

Mario *****

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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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you in a format other than plain text? 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 Tomas,

Thank you for your response and for taking the time to review my case.

Regarding your questions, here are the details:

• Account duration and blocking date:

The account was created approximately on October 9th of this year, and it was blocked on November 12th without any prior warning or specific explanation.

• Games played:

All gameplay was strictly on Slots (Slot machines).

I want to make this very clear: no sports betting or any other type of games were played.

• Balance obtained with a bonus:

Yes, part of the balance was initially obtained while having an active bonus.

However, the bonus was fully wagered and cleared successfully, without any issues or violations. After completing the wagering requirements, all winnings were legitimately accumulated. Therefore, there was no reason for the casino to claim a breach of their Terms and Conditions based on bonus misuse.

• Communication with the casino:

I have already sent to the email you provided the limited information that the casino shared regarding the accusations and account closure. Unfortunately, Mad Casino did not provide any detailed explanation, specific clause, or evidence supporting their decision.

If you need anything else or further clarification, I will be glad to provide it. Thank you again for your assistance.

Best regards,

Mario D.

Dear MarioD,

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, Igor (igor.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

Dear MarioD,

I am sorry to hear about your problem with Mad Casino.

I will now try to contact a Mad Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Mad Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 MarioD,

I have repeatedly tried to contact Mad Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor