Get in touch with player support or the editorial desk

Player support, 24/7 live chat

Live chat opens twenty-four hours a day, seven days a week. The chat icon sits in the bottom-right corner of every page once an account is signed in. Average pickup over the last thirty days was 41 seconds and first-contact resolution sat at 87% according to the platform transparency report. UK-specific queries including GBP payments, KYC documents and self-exclusion route to the UK-based support team rather than to off-shored tier-one.

For non-urgent questions outside chat hours, email support@madcasino.com. Tier-two queries resolve inside four hours during working hours and inside eight hours overnight.

Editorial inbox

For questions about a published review, a correction request, or a press enquiry, email editorial@madcasino-official.org. Response time is typically one to three working days. The editorial desk does not respond to player-account questions through this address. Those route through player support above.

Formal complaints and dispute resolution

A formal complaint follows three steps:

1. Raise the issue with player support through live chat or the support email above. Most issues resolve here.
2. Escalate to the complaints manager by replying to the support thread and asking for tier-two escalation. The complaints manager responds within five working days.
3. External dispute resolution through IBAS. If the internal escalation does not resolve the matter, an external dispute can be opened with the Independent Betting Adjudication Service, the recognised alternative dispute resolution body for the UK gambling market. The brand has confirmed its voluntary participation in IBAS in the platform terms.

Postal address and registered office

The brand is operated by an EU-domiciled corporate entity. The registered office address is available on request through the editorial inbox for purposes related to dispute resolution, regulatory enquiries or service of legal process. Player correspondence does not need a postal address and should not be sent by post.