The player from Germany had purchased free spins for €8.90, but the game crashed, and the casino's support had refused to refund the amount despite the evidence provided. He expressed frustration with the poor customer service experience. We engaged with the player to collect detailed information and evidence about the issue and the player's repeated requests for account closure due to gambling addiction since 2015. Despite attempts to clarify the timeline and communications, the player stopped responding to our inquiries. Consequently, the complaint was closed due to lack of further cooperation, with the option for the player to reopen it later.
Mafia Casino - Player demands refund for crashed game spins.
Closed
Our verdict
Player stopped responding
Amount: €9
Mafia Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hi,
Here's the thing: I bought free spins for €8.90, and then the game crashed. So I contacted support... and it's the worst support I've ever encountered. I know it's a small amount, but they refuse to refund it... despite screenshots and other evidence. (See screenshots – that's where the horror begins.) I haven't been this upset in a long time. I strongly advise everyone against signing up there; if you have a problem, you're doomed.
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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.
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1 month ago
Dear mike52477,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you've encountered regarding your experience with the online casino.
To better understand your situation and assist you effectively, could you please provide additional information by answering the following questions:
- Do I understand correctly that this issue occurred only once and with the above metioned specific games?
- Do you have any other video recordings or screenshots of the incident that would support your case?
- Have you experienced similar crashes or issues with this casino in the past?
Thank you very much in advance for your reply.
Best regards,
Petra
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1 month ago
TranslationHi, thanks for addressing this problem with me. You can clearly see in the betting history that I bought €8.90 worth of free spins and received nothing. The support is outrageous; I complained via email and explained my problem in detail, but they keep pointing out that they paid me 50 free spins as a bonus. I'm attaching a screenshot.
Furthermore, I have repeatedly tried to have the account deleted due to gambling addiction since 2015; I am attaching evidence. There you can also see that the chat is simply being left. Please help me, dear team, thank you.
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1 month ago
TranslationThis is pure provocation, isn't it? Or am I misunderstanding something? After three days I still receive such an email. I'm speechless. 
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1 month ago
Dear mike52477,
Thank you for your reply and for providing the previous details.
- Could you please share any additional evidence/communication you have had with the casino? This may include screenshots, emails, or chat transcripts. You can either upload the screenshots directly to this thread or send all relevant documents to: petra.h@casino.guru.
Regarding your closure request, I have reviewed the Responsible Gambling Policy on the casino’s website, which states the following:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@mafiacasino.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.
- Could you please confirm whether you clearly informed the casino about your gambling problem? Additionally, could you forward the account closure requests that you previously sent to the casino? You may send them to petra.h@casino.guru.
Thank you very much in advance.
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1 month ago
TranslationDear Petra,
I clearly informed them multiple times. I already uploaded the email regarding the account closure from 2015. Only now is the account closed, thank God. Nothing happened since my post here... see screenshots from the last post in 2015. They confirmed the closure, but as you can see, it wasn't carried out. I played recently.
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1 month ago
TranslationAnd the casino isn't responding at all anymore... the last email was in English, where they claimed they didn't have anyone who spoke German... anyone can translate a text, I find this whole thing completely outrageous.
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1 month ago
TranslationI did find quite a few more things.
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1 month ago
Dear mike52477
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@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,
Petra
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1 month ago
Dear mike52477,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the Mafia Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a Mafia Casino representative to join this conversation and participate in resolving this complaint.
Dear Mafia Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
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1 month ago
TranslationThank you !!
Finally, someone is listening and giving me human answers. I'd also like to add that the support employee Alaric was the worst supporter I've ever dealt with in my life. The best part is, I was supposed to complain about the support via email, and guess who replies to me via email (Alaric)? I simply can't imagine that's how a proper complaint process works.
Thank you so much for finally hearing me; without you this would not be possible.
Best regards, Mike
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1 month ago
Dear mike52477,
Thank you for contacting us!
We are working on your request and will be back with an update in the nearest time possible.
Best regards,
Mafia Casino.com
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1 month ago
TranslationHi dear mafia casino,
I have written to your Complaints Department regarding a refund because the account was supposed to be closed since 2025, as stated in your emails. I now insist on a refund for every deposit made after the alleged closing date (see email).
With kind regards, Mike
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1 month ago
Dear mike52477,
We have contacted you via email with information regarding your refund request.
Best regards,
Mafia Casino.com
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1 month ago
TranslationHi mafiacasino,
Unfortunately, I'm only entitled to the €8.90 I'm owed anyway. I'm requesting a full refund since the alleged account closure; the amount should be around €600. Thank you.
Best regards
[redacted by Casino Guru]
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1 month ago
Dear mike52477,
I have reviewed the screenshots you have provided thus far.
Could you kindly share a screenshot or any other evidence of your initial self-exclusion request with us?
This would greatly assist in clarifying the timeline. Based on the messages, I am uncertain about the date of your first self-exclusion request.
Furthermore, if you would be able to share the casino's response as well, it would be much appreciated.
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3 weeks ago
TranslationHello dear Igor,
What I find most outrageous is that Mafiacasino is portraying themselves as transferring me €8.90 out of sheer goodness… which they are entitled to anyway. Of course, I wrote back to the casino stating that I disagreed because the account should have been closed since October 4, 2025. I didn't submit a request to reopen the account; otherwise, Mafiacasino would have an email as proof. I think that should suffice as evidence from my side. If anything else is needed, please let me know.
Best regards, Mike
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3 weeks ago
TranslationHere is my reply to the casino, in case it is also important.
I haven't received a reply yet.
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3 weeks ago
Dear mike52477,
Please note that in this conversation with support, no reference to "self-exclusion" or "gambling problem" was made.
However, I noticed in one of your earlier screenshots from 1/10/2025 (please see the attachment) that you received a similar reply from support.
Could you please forward the conversation that led to that email?
Additionally, please provide any conversation or request in which "self-exclusion," "gambling problem," or similar terms were explicitly mentioned.
Thank you for your cooperation.
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2 weeks ago
Dear mike52477,
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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1 week 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,
Igor
Casino.Guru
