John
Madchad customer service review
The first time I reached out about a problem to support, my question wasn't answered fully and the ticket closed. Reopened to ask the same question and got threatened to get banned if I reopen again. My questions were what does frozen mean (means updating, which was confusing since on the site it wasn't marked like so, but they quickly changed it after I had this problem so props for that) and then I asked when will it finish updating. First time question ignored and ticket closed. Second time got told we don't know bro if you reopen tickets again I'll ban you. Great, now I have a 24 hour pass, don't know if it will get extended since apparently asking a question to support will get me banned and on the site it says no refunds and only refunds in-store credit. Ok, talked to AI assistant, it called for support since it couldn't answer and got proper help and responses then. (Frozen does mean your pass gets it's time extended) However, during that time I installed an app that has a conflict with the product that will get you banned. There is no mention of it anywhere on the installation guide. However, that got me banned before even using the product. The devs for the product (ANCIENT) refused to unban, the customer service was nice but didn't offer in-store credit. I've spent over 300€ in recent times trying out cheats like Radar (no aim assists) due to severe health issues that even with cheats make me a disabled ass player with worse than average stats. And in all that time, I've never had such an experience where there is just a straight ban (from devs themselves, ANCIENT) and refusal to unban even if I'd be ready to buy their products again. So, that was weird and a waste of money. I understand madchad is only a part of this. But to not even offer store credit, and the weird treatment when I first reached out sadly gives 3/5 stars. Even if the second time with the customer service was pleasant and helpful.
Response from MadchadAug 1, 2026
Hi, and thank you for the detailed feedback. We would rather have this written out honestly than not hear it at all. On support: you are right, and there is no defending it. Closing a ticket without answering your question was wrong, and telling a customer they risk a ban for reopening one is not our policy and not acceptable. It has been dealt with internally. The "frozen" wording was also genuinely unclear, which is why it was changed as soon as you flagged it. On the installation guide, the conflicting software should have been listed there. We are updating it so the next person does not hit the same wall. On the ban, detection and unlock decisions sit entirely with the provider, and we have no ability to reverse them, which is why our terms are written the way they are. That said, we do not want you left with nothing. Reply to your existing ticket and we will look at what we can do on our side. Good luck out there, and thanks again for the honesty.