Get in touch with Mad Casino
Our support desk runs 24 hours a day, 7 days a week, so you are never waiting for business hours to get help. This page lists every channel, the response window for each one, and the quick checks that let us solve your query on the first reply.
Contact Mad Casino support
Live chat, the fastest option
Open the chat window from the bubble pinned to the bottom right corner of any page on madcasino.io, whether you are on desktop or mobile. A short bot triage asks what your query is about, then routes you to a live agent. First response from an agent typically lands in under 2 minutes, and most sessions are resolved in a single conversation.
Email for detailed queries
Write to [email protected] and we will reply within 24 hours, with most answers back in your inbox in 2 to 4 hours. Email suits anything that needs attachments, such as KYC documents, payment receipts or screenshots of an error. Put your username in the subject line so we can pull up your account straight away.
Channel overview
Here is every support channel we run, with the hours and the response window you can count on. We do not operate a phone line, so chat and email cover everything.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Chat bubble, bottom right of every page | 24/7, every day of the year | Under 2 minutes from an agent |
| [email protected] | Monitored 24/7 | Within 24 hours, usually 2 to 4 | |
| Affiliates and press | [email protected] | Business days | Within 2 business days |
What we can help with
Accounts, KYC and verification
We handle registrations, login problems, password resets and profile changes. Verification is the big one: before your first withdrawal we need your ID, proof of address and payment method verification. Our KYC team reviews documents within 48 hours of upload, and if something is unclear or unreadable we will tell you exactly what to resubmit rather than leave you guessing.
Payments and withdrawals
Deposit issues, pending withdrawals and missing funds all come to us. Minimum deposits and withdrawals sit at 30 AUD, with withdrawal caps of 16,000 AUD per day and 80,000 AUD per month. Crypto withdrawals land in as little as a few minutes and up to 1 hour, e-wallets clear within 24 hours, and cards or bank transfer take 1 to 5 business days. We charge no fees on our side, so if an amount looks short, we will trace it with the processor for you.
Bonuses and promotions
Questions about the 200% welcome bonus up to 20,000 AUD plus 100 free spins with the code MADWELCOME, the 30x wagering requirement, weekly cashback up to 20%, the Monday 50% reload or Drops & Wins tournaments all go through chat or email. Tell us the promotion name and the date you claimed it, and we will walk you through exactly where your wagering stands.
Technical issues
A game that will not load, a spin that froze mid-round, or an error on your phone browser: send us the game title, the time it happened and a screenshot if you can. Our mobile site runs on HTML5 across iOS and Android with no app required, so most glitches are fixed by clearing the cache, but we will check the round on our side and credit any interrupted bet where the outcome is confirmed.
Responsible gambling support
Ask us any time to set deposit limits, loss limits or session reminders, or to self-exclude from your account. These requests take effect immediately and are handled with discretion. For independent, free and confidential support, Gambling Help Online is available around the clock on 1800 858 858, and we are happy to point you to their resources.
Check these before you write
Five quick checks
A little prep before you message us often answers the question outright, and when it does not, it cuts our reply time dramatically. Run through this list first.
- Open the FAQ from the site footer: answers to bonus wagering, deposit methods and verification timelines are already written out there.
- Check your profile: your KYC status is shown in the account section, including any document still under review.
- Open your transaction history: most queries about a missing deposit or pending withdrawal are answered by the timestamp and status shown there.
- Clear your browser cache or reopen the site in another browser if a game or page will not load, since this fixes the majority of loading faults.
- Have your username, the date and time of the issue, and any amounts or reference numbers ready before you open the chat.
What to attach
Screenshots are worth a thousand words to our agents. If your query involves a payment, attach the receipt or the transaction record from your e-wallet or crypto wallet. If it involves an error message, capture the full screen rather than typing the text out. With those in hand, our team can usually resolve the matter on first contact instead of asking follow-up questions.
Our registered office
Formal correspondence
Mad Casino launched in 2025 under Mad Entertainment B.V., a company registered in Curaçao and licensed by the Curaçao licensing authority. Formal correspondence by post goes to: Mad Entertainment B.V., Abraham Mendez Chumaceiro Boulevard 03, Willemstad, Curaçao.
Please mark any letter for the attention of the Legal Department and allow 4 to 6 weeks for a postal reply. For anything about your account, payments or bonuses, email is far faster, so use [email protected] instead and we will respond within the 24-hour window.
Press and partnership enquiries
For media and affiliates
Journalists, affiliate partners and business teams have a separate inbox so your message never queues behind player queries. Write to [email protected] with your outlet or company name, a short description of your proposal and any relevant traffic or audience figures, and our partnerships team replies within 2 business days. Existing affiliates should include their account ID so we can pull up performance data before responding.
Frequently Asked Questions
Is support really available 24/7?
Yes. Live chat and [email protected] are staffed around the clock, every day of the year, including Australian public holidays, with agents responding in English, German, French and Spanish.
How long does an email reply take?
We answer every email within 24 hours, and most queries are resolved in 2 to 4 hours. Complex payment traces or KYC escalations can take the full window, and we will keep you updated while we work on them.
Can I call support by phone?
We do not run a phone line. Live chat connects you to an agent in under 2 minutes and lets you share screenshots on the spot, which makes it faster than a call for almost every query.
What details should I include in my message?
Your username, the date and time the issue occurred, any amounts or transaction references, and a screenshot where relevant. With those, our team can usually resolve the matter on the first reply.
Who do I contact about self-exclusion?
Message [email protected] or open the live chat and state that you want to self-exclude. We act on the request immediately and discreetly. Free confidential support is also available from Gambling Help Online on 1800 858 858.