The player from Germany has been waiting for three weeks to withdraw her funds from Mafia Casino without success. After multiple inquiries about her payout, she was unexpectedly told to undergo a verification process and received unrelated contact from Malina Casino, causing further confusion. She complies with all requests but is frustrated by the delays and the apparent sharing of her information between casinos.
Mafia Casino - Player is facing delayed withdrawals and verification confusion.
Opened
Current status
Waiting for Casino Guru to reply
4d 1h 8m 28s
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
Public
Public
4 days ago
Translation
I registered at Mafia Casino at the beginning of June and deposited €150.
I managed to use the bonus, but due to MaxCashout, my balance dropped to €2250.
I then requested my payouts (7.6.26 + 8.6.26 + 9.6.26, each €500)
Unfortunately, Mafia Casino still hasn't paid out.
Verification was not required.
I contacted Mafia Casino's chat several times, but the answer was always the same: high volume, payouts are being expedited, blah blah blah.
Three weeks later, Mafia Casino suddenly initiated a verification process, even though I had contacted their chat multiple times and was repeatedly told that my payment would be processed.
At that point, I couldn't understand why verification was required after such a long time and not when requesting the payout, or at the latest after I had been in the chat several times and asked about my payout???
Be that as it may, I complied with the request and sent all the required documents to the KYC team at Mafia Casino via email.
Then things got strange...
I suddenly received an email from MALINA CASINO??
Malina Support asked me to upload the documents in the verification section, even though all the required documents had already been sent to KYC Mafia Casino via email.
I also received an email from KYC Mafia Casino stating that I could send the documents by email... which I did.
I don't understand why this whole process is taking so long and why Malina suddenly contacted me.
Everything gives the impression that they don't want to pay out.
Furthermore, sensitive data is apparently being shared between casinos... why is Malina suddenly contacting me???
Please ask for help from the CasinoGuruTeam.
Thank you!
PS: Screenshots are available and attached.
Automatic translation:
Public
Public
3 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.
Public
Public
3 days ago
Dear Nadja1996,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing your money.
Mafia casino and Malina Casino are not affiliated. If you did not register an account to Malina Casino, then there is no need to verify your account and send verification documents.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Have you accumulated your winnings with or without an active bonus?
- Could you post a screenshot of your account's verification page so we can which documents are successful or are still pending?
I hope we will be able to help you resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
