Mad Casino Help

Before you get in touch

Most questions that reach our support team can be resolved quickly on your own. A short checklist:

• Have you already verified your account? Many withdrawal issues stem from an incomplete KYC process.
• Does your payment method match the name on your account registration? Discrepancies lead to rejected transactions.
• Is there an active bonus on your balance? Bonus terms can block withdrawals.
• Has your session expired? Logging out and back in resolves many minor technical issues.

Common issues

Verification and KYC

Verification is a mandatory step for every player who wants to withdraw. You will need: a valid government-issued photo ID (passport, driver's licence, or national ID card), a recent proof of address (bank statement or utility bill, no older than three months), and a selfie holding your document. Processing usually takes a few hours to one day. Have your documents ready in good image quality so everything is approved in one pass. Tip: take photos in daylight without flash and make sure all corners and edges of the document are visible.

Deposits that do not arrive

With credit card deposits your bank may hold a payment for verification. Check your banking app and confirm the transaction if prompted. Crypto deposits can be delayed when the blockchain is busy. Bitcoin requires at least one confirmation before the amount is credited, which takes an average of 10 to 20 minutes.

Withdrawals

A withdrawal request is first reviewed by our finance team once submitted. During business hours this happens within a few hours; on weekends it may take slightly longer. The processing time after that depends on your chosen method. Crypto withdrawals typically arrive in your wallet within an hour; e-wallets within 24 hours; bank transfers within one to three business days. If you have not received your funds after five business days, please contact support with your transaction ID.

Bonuses and wagering

Most questions about bonuses relate to wagering requirements. You can track your progress in real time in the bonus overview in your account. It shows exactly how much more you need to stake before the bonus converts to cash. Slots generally count in full, table games often at 10 percent, and some jackpot slots are excluded. Always read the specific terms for the bonus you activate, or check the full overview on our promotions page.

Game results and game history

Have a question about a game result? Your account overview contains a complete game history showing stake, outcome, and balance change per round. For live casino tables, note the session number shown on screen. With that number, we or the provider can retrieve the exact round for further clarification.

Cannot log in

If you have forgotten your password, use the 'forgot password' link on the login page. If you do not receive a reset email, check your spam folder and verify that you are using the correct email address (capitalisation does not matter). If you have two-factor authentication enabled and no longer have access to your authenticator app, please contact support for manual verification using your documents.

Account security

We recommend that all players set up two-factor authentication. You can do this in your account settings under security. This prevents anyone with just your password from gaining access. Use a unique, strong password and never share your login details. If something does not work as expected or you notice activity you do not recognise, contact support immediately and we will place a temporary block on your account until the situation is resolved.

Complaints and disputes

If you are not satisfied with how a question or issue has been handled, you can file a formal complaint through the contact form. State clearly what happened, which contact attempts were made, and what outcome you expect. Complaints are handled within 14 business days by a senior agent. If that does not result in a resolution, you can contact the casino's licensing authority for independent arbitration.

Gambling concerns

If you feel that gambling has become more than entertainment, visit our responsible gambling page for tools and external support organisations. For account closure, please refer to our closure guide.

Contact details

Email: info@madcasino.store
Live chat: available 24/7 on the site
Languages: English, French, German, Spanish, and more