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Online player complaints procedure for the site

Madnix aims to provide an unparalleled customer experience. We hope that players have no complaints. In the event of a complaint, we kindly ask you to follow the steps below.

In order to proceed with the complaint and resolve it in a timely manner, you must be able to provide the following:

  • Your identity
  • Clear and concise details of the complaint
  • Screenshots
  • If you require further information on what information to provide, please ask the support agent to send an email with all information required.

Once you disagree with the outcome of a specific Game of Chance, the complaint must be filed within seven (7) calendar days after the session date.

If you disagree with any other matters not directly related to the outcome of a particular Gambling Game, but related to your Account, such as but not limited to, Payouts, Suspensions and Calculations of Bonuses, you must notify us of a Complaint within one (1) calendar month after the session date.

After reviewing your complaint, Madnix will decide on how to proceed and close the complaint.

After Madnix has concluded the review, you will be informed via an email detailing the outcome.

If you are unsatisfied with the decision, you may take further steps yourself. To do this, you will need to contact Curacao eGaming to complain which is free of charge to use.

There are two options open to you at this point : 

  • c) Contact Curacao eGaming
  • d) Seek legal action

Contact Curacao eGaming if you are unsatisfied with the results of our complaints procedure above. You can refer your dispute to Curacao eGaming as soon as you receive Company’s decision.

Failure to do so shall result in any potential claims, rights or entitlements to compensation, damages, or expenses becoming unenforceable.

Complaints should be channelled to Curacao eGaming complaints. Once the link is open, click the complaints button and file your complaint.

Any unresolved disputes between You and Madnix including their successors in title under the general or special title as a result of these Terms and Conditions or as a result of further agreements and other acts in connection with these Terms and Conditions shall be resolved by Arbitration Judgement. The Arbitration procedure shall be initiated by You within three hundred and sixty-five (365) days after the Session Date. The place of Arbitration shall be within the EU or the United Kingdom and Arbitral proceedings shall be held in English language. Failure to do so shall result in any potential claims, rights or entitlements to compensation, damages, or expenses becoming unenforceable.