The player from Germany had requested a withdrawal less than two weeks before submitting the complaint. The payment had not been processed yet. After the player provided additional information regarding the delay, the issue was resolved, and the player confirmed receipt of the winnings. The complaint had been marked as resolved in the system. Later, the player expressed dissatisfaction, stating that the case had not been solved and described the casino as fraudulent, ultimately leading to the rejection of the complaint.
Mafia Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: €7,500
Mafia Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
Translation
I opened a gaming account at the casino, deposited money, and played without Bonnie. I won and submitted a withdrawal request on the 14th, then on the 15th, and then on the 16th. I've already received three withdrawal requests from the casino. I've received no response from the casino after a week. I've contacted support several times, written to them, and then contacted them by email. I'm still getting consolation. I was promised that the withdrawal was pending, that a priority withdrawal had already been specified. But unfortunately, to this day, nothing has happened; no money has arrived.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Dear MITKO27,
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
Public
Public
1 month ago
Dear MITKO27,
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.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
My first withdrawal request was on October 14, 2025, exactly 14 days ago, and to this day, nothing has happened. The casino hasn't responded at all except to tell me that I'm in the queue and my withdrawal was set up with priority. Unfortunately, the money hasn't arrived. I haven't been asked to verify my account either.
Edited
Automatic translation:
Public
Public
1 month ago
Dear MITKO27, thank you for the information. Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], 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.
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear MITKO27,
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,
Attila
Public
Public
1 month ago
Dear all, we have rejected this complaint after receiving the following message from the player:
No, the case wasn't solved. I just quit everything and I'm fed up with fraudulent casinos like Mafia Casino. It really is a mafia. It's not an honest or reputable casino; no reputable casino takes 18 days to pay out. It's just a scam, a load of c***. You have to judge the name and what they're actually doing. It's really just a mafia; it's the s******** and most dishonest casino I've ever played at. I will never play at this casino again. I deleted my profiles and I will only advise people never, ever, ever to play at Mafia Casino. It's a complete scam.
