Mafia Casino - Player claims that payment has been delayed.

Hello, since September 9th my withdrawals are on hold. I restart customer service almost every day. My VIP level changed in 24 hours. You can make withdrawals from $1,500 to $750 the next day.

Since then I've been playing with my winnings win. $6,000 in expectations and $3,000 in untreated withdrawal...

I have some screenshots. I speak French.

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Dear Busjul,

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

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 relevant communication with the casino regarding the withdrawal delays.

Thank you very much in advance for your reply.

Bonjour, oui il y déjà eu des retraits effectuer. Mais depuis le 9 septembre c'est vraiment long. Oui j'ai des capture d'écran qui confirme que rien ne bloque dans mon dossier

Bonjour. En plus d'avoir 3 retrait. Mon solde de joueur est de 2000$ environ... je joue avec de l'argent gagner... il me semble qu'il n'y a pas d'intérêt au casino de me laisser attendre pour que je mise de l'argent... je peux bien attendre 15 jours... mon solde de joueur peux encore augmenter... qu'est-ce que je dois faire?

J'ai jouer mon argent de joueur. Solde a zéro. J'ai retiré un 750$ pout jouer.

Solde a zéro. Retrait en attente depuis le 9 et 10 septembre de 1500 et 750$

Je vais attendre... c'est deux montants j'y tiens.

Bonjour, je n'ai toujours pas reçu mes deux demandes de retrait dater du 9 et 10 septembre... Cela fait plus de 15 jours maintenant.... je n'ai toujours pas reçu de nouvelles de votre part... vous en êtes où ?

Merci

Bonjour,

Est-ce que vous pouvez m'aider pour mes retraits en attente?

Dear Busjul,

Please do not cancel your pending withdrawal and use it for gameplay.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@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,

Jean

Dear Busjul,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mafia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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

Dear Busjul,

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,

Martina