The player from Poland files a formal complaint against Mafia Casino, claiming it violated Responsible Gaming standards by allowing him to register after he had declared gambling addiction to its sister casino, Wonaco Casino. Despite his request for self-exclusion, Mafia Casino accepted his deposits and allowed him to incur losses, prompting him to demand a full refund of his funds.
Mafia Casino - Player claims account was improperly allowed despite self-exclusion.
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Mafia Casino
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6 days ago
Translation
Good morning,
I am filing an official complaint against Mafia Casino - a brand directly related in structure, ownership and licensing to Wonaco Casino (the same network of operators).
On February 2, 2025, I sent Wonaco Casino an official statement about my severe gambling addiction, directly requesting that my data be blocked from all sister casinos owned by the operator. The operator, as a single business entity, recognized my critical health and financial concerns.
Despite this, Mafia Casino completely abandoned its cross-branding ban. The casino allowed me to register a new account without any issues, accepted my deposits, and allowed me to lose significant sums of money.
Allowing a customer who has declared an addiction to play on the same network is a blatant violation of Responsible Gaming standards. Transferring responsibility to a player who is in a state of constant gambling addiction is unacceptable. Because the operator knew I was addicted, Mafia Casino had a legal and moral obligation to block registration using my personal information.
Therefore, I demand a full refund of all funds (deposits) paid to Mafia Casino. As key evidence in this case, I have attached correspondence from Wonaco Casino, which clearly demonstrates when the operator learned of my addiction, as well as my transaction history at Mafia Casino. I also have an email from Mafia Casino apologizing for this situation—the evidence is attached.
Kind regards,
Lukasz ****
Edited by a Casino Guru admin
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5 days 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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5 days ago
Dear Lukas1231,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. I have checked the Responsible Gambling policy of Wonaco casino, and this is what I found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@wonaco.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
Unfortunately, it’s not written that all your accounts in other casinos of the same owner/group/operator will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.
- Could you please advise whether you informed this casino about your gambling problem before depositing?
- Is your player's account in Mafia Casino open or closed? When was it closed?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Tomas
