Mad Casino complaints guide — from live chat to adjudication

Reviewed by Callum Reid · Last checked 7 October 2026

Most casino disputes are about bonuses, verification or delayed withdrawals, and most are settled at the first step if you present them clearly. This guide sets out the escalation path the operator publishes and how to give your complaint the best chance. We do not publish individual player complaints.

Step 1: raise it with support

Contact live chat or email with one clear message: your account username, the date and amount in question, what you expected to happen, what happened instead and what you want done. Ask for a reference number. Stay factual; an angry message is easier to dismiss than a precise one.

Step 2: the complaints team

If support cannot resolve it, ask in writing for the complaint to be escalated to the complaints manager, and ask how long a formal response will take. Quote the specific clause of the terms you rely on. Give them that time before moving on.

Step 3: independent adjudication

The operator lists external dispute resolution through IBAS, the Independent Betting Adjudication Service, as its final step. IBAS will normally expect you to have completed the operator's internal procedure first. Because the casino is not UKGC-licensed, its participation rests on its own commitment rather than a regulatory requirement, so confirm with support that the route is still available when you need it. Independent casino complaint portals are a further option for offshore operators.

Evidence to keep

• Screenshots of the bonus terms on the day you opted in.
• Chat transcripts and emails, with dates.
• Your transaction history, exported or screenshotted.
• Copies of documents you uploaded and any rejection messages.

Realistic expectations

Adjudicators apply the terms as written. If a bonus was lost because a stake exceeded the €5 cap, a complaint is unlikely to succeed. Complaints are strongest where the casino applied a rule that is not in the terms, changed terms after the event or delayed payment without explanation. If a dispute is affecting your wellbeing, talk to GamCare on 0808 8020 133.