The player from Germany had deposited €100.00 on June 25, 2025, which had not been credited despite several communications with support and providing evidence of a successful transaction. He felt harassed by requests for further irrelevant receipts and considered the deposit lost, warning others about his negative experience with the casino. The issue was resolved when the deposit was credited to his account after 8 days, indicating a mistake by the casino. The player expressed gratitude for the support he received from the Complaints Team.
Mad Casino - Player's deposit has been delayed.
Amount: €100
Mad Casino
Safety Index:Below averageSafety Index
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5.0
Mad Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
22 hours ago
Public
Public
3 days ago
Translation
Hello,
On June 25, 2025, I made a deposit of €100.00 to the casino mentioned above via Sofortüberweisung. My deposit has not been credited to date (July 2, 2025), even though I have contacted support several times and provided a payment receipt.
After the casino refused to contact the payment service provider (Kryptonim), I did this myself and received the complete payment details (transaction ID, transaction hash, wallet address, and a link to the transaction status on the blockchain).
This proof clearly shows that the transaction was successful. It should now be possible to allocate my payment based on this receipt.
Of course, I immediately forwarded this information to the casino, but they have not taken any action.
As a customer, I'm being harassed and asked for further receipts from my bank account over a period of one week (which is completely irrelevant to solving the problem), even though I've clearly proven that the casino received the payment. The casino knows full well that they now have the money.
I have already provided all the evidence to Casino Guru (Matej).
With this complaint, I would like to urgently warn potential new customers about this casino. My experience is consistent with the many negative experiences (on various topics) with this casino that can be read in various forums.
I consider my deposit lost and do not expect the casino to be interested in resolving the issue.
Automatic translation:
Public
Complaint Specialist
Public
3 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the lost deposit.
To better understand your situation and assist you in resolving this issue, could you please provide more details by answering the following questions:
- Have you received any specific responses from the casino support team regarding your deposit?
- Have you made any successful deposits into this casino before?
- Can you clarify if there were any error messages when you attempted to make the deposit?
- Can you see the deposit in your transaction history of your casino profile?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Important Notice: www.kpvfaw.com will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from www.kpvfaw.com and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
3 days ago
Translation
Hello Veronica,
Thank you for your message.
- No, you won't receive any specific answers from the support team. Inquiries are often answered with standard messages. For example, we were repeatedly told that the amount would either be credited within 24 hours after a successful deposit, or refunded within 72 business hours if the deposit was unsuccessful. I even received this response long after both deadlines had passed.
- I haven't made any deposits at this casino before. This is my first deposit.
- The deposit went smoothly on my end. After the instant transfer, the amount was immediately debited from my bank account. I didn't close my browser early or anything like that during the transaction. Everything seemed to go perfectly fine for me.
- Yes, my deposit attempt is visible in my payment history. It seems as if the casino uses a traffic light system (red, yellow, green). My deposit is displayed in yellow.
Many thanks and best regards
Sebastian
Automatic translation:
Public
Public
2 days ago
Translation
Hello Veronica,
My deposit of €100.00 was credited to my account today (after 8 days) without me taking any further action. The casino has obviously recognized that it made a mistake.
If Casino-Guru was involved in any way in solving the problem, I thank you for your support.
The complaint can now be closed.
Thank you!
Sebastian
Automatic translation:
Public
Complaint Specialist
Public
22 hours ago
Dear Sebst86,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
www.kpvfaw.com
