By the time you read this, three independent organisations are ready to help with gambling problems. GamCare, BeGambleAware and GAMSTOP all work outside the casino, and each offers a different kind of support.
GamCare. Trained advisers offer confidential listening and practical advice on gambling harm.
BeGambleAware. Free tools and guidance help you understand risk and take back control.
GAMSTOP. Self-exclusion registers you so you can block access to gambling sites.
A clear route upward if the first reply leaves you unsatisfied, without guesswork about who to tell.
Keeping Your Chat Reference
Once a reply arrives and still misses the mark, send the same details to the complaints inbox, keeping your chat reference beside them. Note the date and the outcome you expect.
Answering in Writing
Within two working days a specialist reads the file and answers in writing, setting out what was checked. Ask at that point for anything you felt was skipped.
From First Reply to Final Word
Should that reply also fall short, request a manager review in the same thread. A senior member reopens the case and gives a final decision with reasons attached.
Once Our Route Is Closed
After our final position, take the matter to the UK Gambling Commission, the regulator named above. Keep every reply you received, as they will ask for that trail.
Before You Trust a Brand
Checking Who Holds the Licence
Names, numbers and addresses printed plain, so you can check the brand before you play.
Company
Legal NameMad Casino Ltd
Company NumberCompany No. 38741707 (United Kingdom)
This block reflects how Mad Casino handles the details players ask about most.
trustWhat if verification takes longer than I expect?+
Verification usually wraps up within 48 hours once your documents arrive. If yours is still pending after that, the support team can check its progress. Clear proof of identity, address and payment method speeds things along.
trustWhat happens when I want to check your licence?+
Mad Casino Ltd holds a licence from the UK Gambling Commission, number 56808-7644-R-873661. That is the regulator you would turn to after raising any complaint with support first. The licence confirms the operator is permitted to serve players in the United Kingdom.
trustCan I get help if I have forgotten my password?+
Support will never ask for your password, so keep it to yourself. To confirm your account, they need your registered email address and a few account details. A password reset link is the secure way to restore access.
trustWhat if I decide to close my account?+
You can ask support to close your account at any time, for any reason. Your balance and any pending withdrawal are handled before closure completes. If gambling has become a concern, self-exclusion through GAMSTOP is also available.
trustWhat happens when I request a copy of my personal data?+
Requests for a copy or deletion of your personal data go to the privacy team. They reply within the time the law allows and confirm what has been done. Asking is free and does not affect your account standing.
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