The player from Spain had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. He reported that his casino balance was about €15,490 and that he had been limited by the maximum number of pending withdrawals, which had prevented him from cashing out the rest of his winnings. During the case, some withdrawals were later marked as approved/processing or paid, but one withdrawal was still not fully completed and the casino’s explanations remained generic. We asked him for the relevant correspondence and screenshots, but he did not respond to our follow-up messages. As a result, the complaint was closed for now due to lack of response.
Mafia Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €15,490
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
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3 weeks ago
Translation
I have a problem with Mafia Casino related to withdrawing my balance.
I currently have approximately €15,490 in my casino account. I've requested several withdrawals, but they remain pending, and the casino won't let me request new ones because I keep getting a message saying I've reached the maximum number of pending requests.
The pending withdrawals are:
€500 — requested on 03/09/2026
€490 — requested on 04/09/2026
€500 — requested on 11/09/2026
Total currently pending withdrawal: €1,490.
My withdrawals are still pending/verifying, and I haven't received a concrete explanation for the delay or an estimated date for when they will be completed. I've tried contacting the casino via both email and chat support, but I haven't received a concrete solution. The chat responses have been generic, stating that they are busy or that I should wait.
I have also sent a follow-up email requesting information about the status of my withdrawals, without receiving a satisfactory response.
My main concern is that I cannot access my money or request new withdrawals while previous requests remain pending.
I have screenshots of the withdrawals, the balance, and the communications with the casino, which I can provide as evidence.
I request Casino Guru's intervention so that Mafia Casino explains the reason for the delay, completes the pending withdrawals, and allows me to withdraw the rest of my balance.
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 Rrr1897,
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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3 weeks ago
TranslationThank you for your response.
I understand that a withdrawal can take several days and that you recommend waiting 14 days in certain cases. However, my situation presents additional circumstances that I consider important:
I have a total balance of approximately €15,490 in my account.
I currently have 3 pending withdrawals, for a total of €1,490 (€500, €490 and €500).
The casino system itself tells me that I have reached the maximum number of pending withdrawals and, for that reason, I cannot request new withdrawals from the rest of my balance.
The withdrawals are still pending/under verification and I have not received a concrete explanation as to what is pending or an estimated resolution date.
I have repeatedly tried to contact the casino via email and chat, without receiving a concrete answer regarding my case.
Therefore, my concern is not simply that a withdrawal is taking a few days, but that there is currently a limitation preventing me from withdrawing the rest of my balance and I am not receiving clear information from the casino.
Thank you for your help.
Automatic translation:
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3 weeks ago
I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
- Please share screenshots of any relevant communication with customer support regarding withdrawal delays.
Thank you very much in advance for your reply.
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3 weeks ago
Translation
I want to update the status of my claim because there have been some new developments.
My total casino balance remains approximately €15,490, and the main problem continues to be the difficulty in withdrawing my money.
I previously had three pending withdrawals:
€500
€490
€500
During these days the withdrawals remained pending for quite some time and the casino did not give me a concrete answer as to when they would be completed.
Now there have been some changes:
I have received a deposit of approximately €488, corresponding to a withdrawal requested for €500.
I have also received another withdrawal of €500.
The €490 withdrawal now appears as "Approved" and "Processing". It was previously pending and has now progressed in status.
However, the transaction history still shows two withdrawals of €500, while the €490 withdrawal continues to appear as pending in the history, although in the withdrawals section it already appears as approved/processing.
The system previously indicated that I had reached the maximum number of pending withdrawals and for that reason I could not request new withdrawals.
I have also repeatedly tried to contact the casino for information on the status of my funds, but the responses have been very generic and I have not received a clear explanation about the delays or the difference between the amounts requested and the amounts finally received.
Therefore, I currently still have a significant amount of money in the casino and cannot freely withdraw my balance. The €490 withdrawal appears to be progressing, but it has not yet been completed.
I am providing screenshots of the withdrawal statuses and my history to document the changes.
I request that Casino Guru continue to monitor the case until the withdrawals are successfully completed and I can access my remaining balance.
Edited
Automatic translation:
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2 weeks ago
Thank you very much for your reply, Rrr1897.
Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru regarding the withdrawal delays? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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1 week ago
Dear Rrr1897,
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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
