Mad Casino Help
Mad Casino Help brings together all contact options and frequently asked questions. Here you will find how to reach our customer service, what information is useful to have to hand and what you can check yourself before getting in touch.
Live chat
Available 24/7 in the bottom-right corner of the screen. Response usually within a minute.
For detailed questions or attachments. Response within 24 hours, often much sooner.
Contact form
Suitable for formal complaints or requests that require documentation.
Phone
Available to VIP players via their personal manager. Other contact is handled via live chat.
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.
- 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 conditions can block withdrawals.
- Has your session expired? Logging out and back in again often resolves minor technical glitches.
Common issues
Verification and KYC
Verification is a mandatory step for any player wishing to withdraw. You will need: a valid identity document (passport, driving licence or ID card), a recent proof of address (bank statement or utility bill, no more than three months old) and a selfie holding your document. Processing usually takes a few hours to a day. Keep your documents ready in good image quality so everything is approved first time. Tip: photograph documents in daylight without flash and make sure all corners and edges are visible.
Deposits that do not arrive
With 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 after submission. During business hours this happens within a few hours; at weekends it may take a little longer. After that the processing time depends on the chosen method. Crypto withdrawals usually arrive in your wallet within an hour, e-wallets within 24 hours and bank transfers within 1 to 3 business days. If you have received nothing after 5 business days, please contact us with your transaction ID to hand.
Bonuses and wagering
Most questions about bonuses centre on wagering requirements. You can track your progress in real time in the bonus overview of your account. There you can see how much you still need to wager before the bonus converts to cash. Slots usually count in full, table games often at 10 per cent and some jackpot slots are excluded. Always read the specific terms for the bonus you activate, or see the full overview on our promotions page.
Game results and game history
Do you have a question about a game result? Your account overview contains a complete game history with stake, outcome and balance change per round. For live casino tables you can note the session number shown on screen. With that number we or the provider can look up the exact round for further clarification.
Cannot log in
If you forget your password, use the 'Forgot password' link on the login page. If you do not receive a reset email, check your spam folder and make sure you are using the correct email address (capitalisation does not matter). If you have set up two-factor authentication and no longer have access to your authenticator app, please contact support for a manual verification via 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 from accessing your account with only your password. 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 submit a formal complaint via the contact form. Set out clearly what happened, which contacts have taken place and what outcome you expect. Complaints are handled within 14 business days by a senior agent. If that does not produce a resolution, you can contact the casino's licensing authority for independent arbitration.
Gambling problems
If you feel gambling has become more than entertainment, visit our responsible gambling page for tools and external support organisations. For account closure please see our guide.
Contact details
Email: info@madcasino.store
Live chat: available 24/7 on the site
Languages: English, German, French, Spanish, Dutch