Gambling Harm Help at MadCasino
Gambling should stay a form of entertainment, never a way to earn money or fix money problems. This page explains the limits and breaks MadCasino offers, how its self-exclusion works and why exclusions arranged with New Zealand venues or TAB do not reach it. MadCasino is operated by Softon Ltd under Anjouan licence ALSI-202409012-FI1, valid until 6 September 2027 in the Anjouan licence register. If gambling is worrying you or someone close to you, the free Gambling Helpline is on 0800 654 655.
Ten Questions Worth Answering Honestly
- Do you gamble with money meant for rent, bills, food or whānau?
- Do you try to win back losses straight away?
- Do you hide how much you gamble from family or friends?
- Do you feel anxious, angry or guilty after a session?
- Do you need bigger stakes to feel the same buzz?
- Do sessions run longer than you planned?
- Have you borrowed money to keep playing?
- Is it hard to stop even when you want to?
- Has gambling affected your work, study, sleep or relationships?
- Do you see gambling as a way out of money trouble?
0–1 "yes": keep using limits and breaks. 2–3 "yes": tighten your limits or take a cool-down. 4 or more: stop and call one of the services listed below.
Limits and Breaks MadCasino Offers
The casino's responsible gaming page lists the tools below. It does not say where each one is set, so if you can't find a tool, ask live chat or email support@madcasino.io.
Deposit limit
Caps what you add over 24 hours up to one week. Lowering it works at once; raising it waits until the current period ends.
Bet limit
Caps how much you can stake per bet, on the same timescales and with the same delay before any increase.
Loss limit
Puts a ceiling on how much you can lose in a period, regardless of deposits.
Session limit
Limits playing time. Reality-check pop-ups are not listed, so a phone timer is a sensible extra.
Cool-down, 1–48 hours
Stops deposits and play for a short break while still allowing withdrawals.
Transaction history
Shows deposits, bets and withdrawals. A weekly look tells you what you actually spend.
When you contact support about a limit or a break, state the tool, the period and your username so the request cannot be misread.
Self-Exclusion at MadCasino
Of all the casino's tools, self-exclusion goes furthest. Write to support@madcasino.io from your account's registered email address, say how long you want to be excluded; it starts once MadCasino confirms it by email. A chat message alone is not processed.
- Periods start at one day; indefinite exclusion is available.
- You cannot log in, deposit, play or withdraw while excluded, so take your balance out first.
- The 2024 terms we saw say the exclusion cannot be shortened or cancelled before the period ends; check the current rule with support.
- Opening a new account during the period breaks the terms.
Venue and TAB exclusions stop at the border. An exclusion order at a New Zealand casino, pub or club, or with TAB NZ, covers those operators only. It does not reach an offshore site like MadCasino, so you need to exclude yourself there separately and, ideally, add a blocking tool.
Any remaining balance is handled under the terms and the KYC and AML rules. Bonuses or spins already used are not refunded, according to the refund policy.
Who to Call in New Zealand
MadCasino's site does not name New Zealand support services. These are free and confidential:
| Service | What they offer | Contact |
|---|---|---|
| Gambling Helpline | Free phone and online support, day and night according to the helpline | 0800 654 655 |
| Problem Gambling Foundation | Free counselling for gamblers and their whānau | 0800 664 262 |
| Gambling Therapy | Free online support and chat | gamblingtherapy.org |
| BetBlocker | Free blocking of gambling sites | betblocker.org |
If gambling leaves you feeling unsafe or hopeless, call 111 straight away.
The Rules in New Zealand
Who regulates gambling
Gambling in New Zealand falls under the Gambling Act 2003, and the Department of Internal Affairs is the regulator. Online gambling may only be offered from within New Zealand by TAB NZ (betting) and Lotto NZ. The government is introducing a licensing system for online casinos with a limited number of licences. MadCasino holds no New Zealand licence; its only licence is the offshore one from Anjouan.
Where that leaves players
The rules are aimed at operators. It is not illegal for New Zealanders to gamble on overseas websites, but you get none of the protections a New Zealand licence would bring, and no New Zealand body will take up a complaint. New Zealand is not on MadCasino's restricted list; Australia is, so Australian residents and visitors cannot hold an account. Hiding your location behind a VPN is against the casino's terms.
Your choice as an adult
Adults decide how they spend their time and money. In return, an operator should be upfront about its rules, verify age and identity, provide limits and self-exclusion, and tell people where to find help.
General information only, not legal advice: the law can change, and the answer for you may turn on where you live and other details.
Age: 18 Online, 20 at Casinos
- MadCasino requires players to be at least 18, or older where local law sets a higher age.
- New Zealand's land-based casinos admit people from 20, a rule that does not apply to an offshore website.
- Identity and age are checked through KYC, with a photo ID and a selfie holding it.
- False details or suspected underage use lead to restriction or closure of the account.
If young people use your devices, parental controls such as Qustodio or Net Nanny, or the built-in restrictions in iOS, Android, Windows and macOS, help keep gambling sites out of reach. Never share your login.
Bank Blocks and Blocking Software
Many New Zealand banks let you switch on a gambling block for your cards in their app, which stops card payments to gambling merchants. Combine it with software that blocks gambling sites on every device:
| Tool | Type | Notes |
|---|---|---|
| BetBlocker | Free | Blocks gambling sites and apps |
| Gamban | Paid | Blocking across several devices |
| GamBlock | Paid | Device-level blocking |
| Qustodio | Parental control | Useful for families |
What MadCasino Says It Does
- Registration is closed to under-18s; identity and age are checked through KYC.
- AML checks run at simplified, standard and enhanced levels.
- Limits, cool-downs and self-exclusion are available on request.
- Marketing consent is optional and not needed to play; self-excluded players should not receive offers.
- The privacy policy describes how identity, contact, device and IP data are processed; AML records are kept for five years.
Gambling Harm Questions
Does a TAB or venue exclusion order cover MadCasino?
No. Exclusions arranged with New Zealand venues or TAB NZ apply to those operators only, and MadCasino is an offshore site with an Anjouan licence. To be covered there as well, email support@madcasino.io from your registered address asking for self-exclusion, and add a bank gambling block or blocking software.
Can I cancel MadCasino self-exclusion early?
Probably not. The 2024 terms we saw say a confirmed exclusion runs until the chosen period ends, so check the current rule with support first. If you only want a short pause, the 1–48 hour cool-down blocks deposits and play but still lets you withdraw, which suits a break after one bad session.
Who can I talk to about gambling in New Zealand?
The Gambling Helpline on 0800 654 655 offers free, confidential support by phone and online, and the Problem Gambling Foundation on 0800 664 262 provides free counselling for gamblers and their whānau. If you feel unsafe, call 111 straight away. Gambling Therapy also offers free online chat.
Can I raise my deposit limit straight away?
No. Deposit and bet limits run for periods from 24 hours to one week, and an increase only applies after the current period ends. Lowering a limit works immediately. The delay is deliberate: it stops a limit from being raised in the heat of a losing session.