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 to reply
4d 15h 3m 0s
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
Public
Public
1 month 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
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 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?
- 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
Sensitive attachment
Sensitive attachment
1 month ago
TranslationThey say that Malina Casino and Mafia Casino are not connected.
I have already uploaded proof that someone contacted me via email at Mafia Casino with my personal data for the KYC Malina Casino.
I will send them back to you, marked with extra proof.
This means that the casinos are apparently exchanging my personal data, which in my opinion is not legal. After all, this is my personal data.
ID card front back
Selfie with ID card
DSL bill
And a bank statement plus a separate account confirmation from my bank.
I would like to emphasize that I have already replied to the email from Malina Casino 3 times and asked why they are writing to me about the open KYC at Mafia Casino.
I didn't get an answer to that.
I just need to upload my data in the browser.
I request clarification of this case, as I have sent all the data listed above to the official email address. kyc@mafia I sent it.
And exchange data between two casinos
In the pictures, you can see the date of the KYC email to Mafia Casino highlighted.
And the answer to my KYC from Malina Casino
If you want all the chats, I'll gladly upload them.
Automatic translation:
Public
Public
1 month ago
Thank you very much for your reply, Nadja1996.
Let us focus on Mafia Casino. If you do not have an account to Malina Casino, then you should ignore any of their messages.
Could you please give an update to your account's verification? Please post a screenshot of your account's verification page so we can review which documents are successful or are still pending.
If there are any relevant communication with customer support that you would want to share with me, you can forward them to jean.s@casino.guru.
Sensitive attachment
Sensitive attachment
1 month ago
TranslationSo they don't care that I send an email with all my personal data to Mafia Casino.
and reports on it, Malina Casino
A casino, as they themselves say, has no connection whatsoever to mafia casinos.
Data protection isn't that important then, okay.
Mafia Casino has been working on my verification for over 9 days now. All data has been uploaded, and for the last 4 days I have only been seeing this image which I have attached here.
As you can see, there are no instructions from the casino regarding what else you need, and no button to upload anything.
I would like to emphasize again that it took approximately 19 days until they requested verification, and they have been working on the verification for over 9 days.
The first payment I sent you before verification was on June 7th, 2026.
So, over a month where nothing happens.
Edited
Automatic translation:
Public
Public
1 month ago
Dear Nadja1996,
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, 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
Public
Public
1 month ago
Dear Nadja1996,
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.
Public
Public
3 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
3 weeks ago
TranslationOf course, the status of my verification has still not changed, and I am still waiting for my money since May 28, 2026, so it has now been almost 2 months.
The casino clearly demonstrates that it does not adhere to its own terms and conditions and forwards personal data relating to my verification to another casino, in this case (Malina Casino).
I think everyone should know the data needed for verification.
Automatic translation:
Public
Public
2 weeks ago
Dear Nadja1996,
Thank you for bringing this to our attention. Please accept our apologies for any inconvenience or dissatisfaction and let us reassure you that we do not mean to cause any. Kindly be informed that we have forwarded your request to our relevant department to be reviewed as soon as possible.
Thank you for your patience and understanding.
Kind regards,
MafiaCasino Team
Public
Public
1 week ago
Dear Mafia Casino Team,
Thank you very much for the update!
We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.
Public
Public
5 days ago
Dear Nadja, dear Martina,
We are pleased to inform you that a 500.00 EUR withdrawal requested on August 5th was completed and sent from our end on August 7th. It typically takes 3 to 5 business days for the funds to reflect in your account.
However, a withdrawal requested after above-mentioned one encountered an issue on the payment provider’s end and could not be completed. In the meantime, our team reached out to PSP for clarification, checked the information and confirmed that the payment was declined on the bank side during initialization.
Currently, there are three pending withdrawals in the processing queue being monitored from our side. We recommend to try again using a different bank account if available, or use an alternative method should these withdrawals be cancelled on the payment provider’s side.
Thank you for your understanding and patience.
Kind regards,
MafiaCasino Team
Public
Public
3 days ago
TranslationThank you for your reply.
It is remarkable that after more than 2 months (despite confirmed verification and almost daily email contact with support) you still haven't managed to transfer my money.
Quite the opposite... you have now cancelled several of my requested payments.
Your support team responded to my inquiry simply by stating that it was a problem with YOUR payment service provider... and nothing else.
It seems nobody cares that I have to apply for another payout and wait several more days because of THEIR problem...?
What kind of customer service is this?
Especially when you've been waiting so long for your money.
Is it really that difficult to make a few bank transfers?
Oddly enough, your payment provider does a great job with deposits; they work flawlessly.
Don't think I need to explain your job to you... it's your problem with the payment provider and it's not my fault.
So please resolve the problem as quickly as possible and keep me updated.
It can't be right that I constantly have to request new payouts because you cancel them, and therefore I have to wait even longer.
Finally pay everything off!
I can of course substantiate all the statements I've made here...
Automatic translation:
Public
Public
3 days ago
Dear Mafia Casino Team,
Could you please arrange payment of the player’s full remaining balance through a functioning withdrawal method and confirm the exact amount and current status of each outstanding withdrawal?
I would also kindly ask you to send proof of the reported €500 payment privately to martina.b@casino.guru, including the processing date and current status.
Once the payment has been completed, we will ask the player to confirm receipt.
Thank you very much in advance for your cooperation.
