Mafia Casino - Player believes that their withdrawal has been delayed.

I am waiting too long for withdrawals from Mafia Casino. This is the second time I have complained. Last time they released funds and was receiving regular, on time withdrawls but in the last 2 weeks it has stopped. Website terms state 3 business days withdrawal time.

I have a decent sized balance but at this rate its going to take many months, even up to a year to get it out. I am disappointed this is how they treat long term customers.

I have been using them since last October.

Awaiting x3 withdrawals of 800 AUD each as thats their limit.

No KYC checks required.

No wins from bonuses.

I have contacted support 21/6 and got the attached response.

When the withdrawal is approved it is instantly deposited via bank transfer. I have only ever used this method.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Darrennick,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks Karla. I will keep you updated in the coming days.

Hi Karla. Its now been 2 weeks. Withdrawals still in the 'requested' stage.

Dear Darrennick,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have still not received anything.

Dear Darrennick, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hi Karla. Thanks for your response.

Yes, I have made many successful withdrawals before.

KYC section on website says no KYC required, please enjoy our games.

No wins from bonuses.

All casino games, mainly roulette.

I have attached the last response from their support.

I have contacted their live support as well and I get similar copy and paste answers with no proper reasons.

I want to be clear here the total out standing amount I want to withdraw is $32,400 AUD

The amount in the disputed section in the complaint is purely the max amount they allow to be processed ($800 per day, max of 3 until processed)

Also they are not honouring the VIP cashback/cash for wagering offers they send almost daily.

Dear Darrennick,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thanks Karla!

Dear Darrennick,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Mafia Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Mafia Casino representative to join this conversation and participate in resolving this complaint.

Dear Mafia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Igor. Withdrawals have now been completed. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Darrennick,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor