Mafia Casino - Player's account closure and withdrawal issue needs review.

I informed MafiaCasino that I suffer from a severe gambling addiction and requested closure of my account. The casino acknowledged this and confirmed that my account had been closed.

At the time of closure, I had a pending withdrawal of approximately $1000 that I never received to my bank account. I contacted the casino regarding the missing withdrawal and provided bank statements as requested.

After this, the VIP manager informed me that the withdrawal had been "returned to my account" and that a manual withdrawal had been requested to my bank account.

This meant that funds which should have already been safely withdrawn were instead placed back into my casino balance, despite the account already being closed due to my gambling addiction disclosure.

After learning that the funds were sitting in the casino account rather than transferred to my bank account, I requested access again and the casino reopened my account. I then lost the returned withdrawal funds gambling.

I believe the casino failed to apply appropriate responsible gambling protections after I explicitly disclosed a severe gambling addiction. In particular, I do not believe the returned withdrawal should have been placed into a playable casino balance or made accessible through reopening of the account.

I respectfully request a full review of this case, including the handling of the withdrawal, the reopening of the account after addiction disclosure, and consideration of reimbursement of the returned withdrawal funds.

I can provide screenshots, emails, and transaction history supporting the timeline described above.

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.

Dear ikerb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

As I understand that you are suffering from gambling addiction and your account in Mafia Casino is still open, then it is important to request self-exclusion and not just an account closure as soon as possible. With self-exclusion, the casino agrees not to reopen the account or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Mafia Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Mafia Casino and keep me informed about any further developments. Thank you in advance.

Best regards,

Jean