The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn’t been received yet. He reported that his account was fully verified, his ID selfie was accepted, and a payout of over 500 EUR was first marked approved/processed and then canceled by the casino without his permission. We asked for updates and supporting evidence, but the player later marked the complaint as resolved, so the case was closed as resolved.
Mafia Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
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3 weeks ago
Translation
Hello Casino Guru Team,
I'm having a problem with a delayed withdrawal at Mafia Casino. I wanted to withdraw a total of €1,000. The first €500 was successfully transferred to me.
The second half of €500 (payout ID: 1089575902) is being withheld without reason. First, I uploaded my ID normally. Then, the live chat suddenly requested an additional selfie holding my ID, which I was required to send as a PDF file via email. I did this immediately.
Now, support is informing me that this review can take up to 10 days. My account is already verified, and the first payment went through without a hitch. This artificial 10-day delay for a simple selfie is unfair. I request assistance so that my funds are released.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Dear zaintrt18,
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
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2 weeks ago
"Update: On Wednesday, the casino marked my withdrawal as Approved/Processed. However, on Thursday, they suddenly canceled the withdrawal entirely without my permission. My account is fully verified and my ID-Selfie was accepted. They are intentionally withholding my funds.
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2 weeks ago
Dear zaintrt18,
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.
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2 weeks ago
TranslationDear Casino Guru Team,
Thank you for your message. No, unfortunately I haven't received my money yet.
The casino continues to play for time and uses unfair delaying tactics.
The current status:
My documents (including the required ID selfie as a PDF) were officially marked as 'Accepted' by the casino on Wednesday, September 23rd. My account is therefore 100% fully verified.
Nevertheless, the casino suddenly cancelled my payout of over 500 EUR afterwards and credited the money back to my gaming account (allegedly due to a 'provider error').
I immediately requested another withdrawal via bank transfer (withdrawal ID: 1102354897). The money is currently showing as 'processing' again, and the 'cancel' button is active. The casino is obviously trying to trick me into canceling the withdrawal and gambling away the money.
Since my account is fully verified and the first withdrawal using the exact same bank details last week went smoothly, there is no reason for this suspension. Please make the complaint public and contact Mafia Casino's management.
Best regards,
Zain
Automatic translation:
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1 week ago
Thank you for the update. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.
- Could you let us know how long your last successful withdrawal took to be processed?
- Have you accumulated your winnings with or without an active bonus?
- Could you please share a screenshot of your withdrawal history directly in this thread?
- Also, please share screenshots of relevant communication with the casino about the withdrawal delays.
Thank you very much in advance for your reply.
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4 days ago
Dear zaintrt18,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear zaintrt18,
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,
Jean
