Mafia Casino - Player's account closure request is delayed.

Ich habe mehrmals versucht mein Konto zu sperren und wurde leider immer wiede rdurch Bonis gelockt. Oftmals hat eine Rückmeldung auch mehrere Tage gedauert. Den ersten Antrag auf schließung habe ich am 18.09.2025 gesendet

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Dear mottsims,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

1. Have you ever mentioned gambling addiction as the reason for your account closure request? Please note that if you wish to receive refunds for the deposits you made and lost, we need clear evidence that you informed the casino about your gambling addiction and explicitly requested self-exclusion, but the casino failed to act on this request.
2. Has the casino already closed your account, or are you still able to access it?

Thank you in advance for your cooperation.

Best regards,

Veronika

Hallo,

ich habe mehrmals gesagt, dass mein Konto gesperrt werden soll bzw. mein Account gelöscht werden soll.

Als Grund für die Schleißung habe ich angegeben, dass ich zu viel Geld verloren habe und deshalb nicht mehr spielen will.

Ob ich den Wortlaut "spielsüchtig" gewählt habe, kann ich nihct sagen.

Das Konto ist immer noch offen.

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 at support@mafiacasino.com, add my email address veronika.f@casino.guru to the CC, and keep me informed about any further developments. Thank you in advance. 

Dear mottsims,

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.

Hallo,

mittlerweile wurde mein Konto geschlossen.

Habe ich irgendeine Möglichkeit etwas Geld zurück zu bekommen?

Danke

Schöne Grüße

Thank you for your reply. When exactly did the casino close your account?

Did you send the self-exclusion request to the casino as instructed? If so, kindly forward me this request, along with the casino's response at veronika.f@casino.guru.

ich habe ihnen ein mail weitergeleitet

danke

Thank you for the email. From the messages you sent me, I can see that you requested to be self-excluded due to gambling addiction on November 13, and the casino closed your account on the same day. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Mafia Casino acted promptly and restricted access to your account within a reasonable timeframe. As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

We’ve reopened this complaint at the request of mottsims. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear mottsims,

• Please forward me the promotional email you received from the casino shortly before your account was reopened to veronika.f@casino.guru. Kindly also include all communication between you and the casino customer support regarding the failed self-exclusion.
• When exactly did you log into your account after being self-excluded?
• Did you request your account to be reopened, or was it reopened automatically by the casino?
• How many deposits have you made since the account was reopened?
• Is your account still open, or has it been closed again in the meantime?

Thank you in advance for your cooperation.

Hallo,

Anfnag April habe ich die Info bekommen, dass mein Konto geschlossen ist - es ist allerdings schon sein ca. Dezember 2025 geschlossen. Kurz datauf bekam ich eine Nachricht über einen Bonus welchen ich bekommen habe. Als ich diesen anklickte, war ich wieder auf der Seite des Onlinecasinos und angemeldet. Das genau Werbemail habe ichnicht mehr.

Ich habe keine Wiedereröffnung beantragt, dies geschah durch das Casino.

Mittlerweile ist ddas Konto auf meinen Wunsch hin wieder geschlossen - ich hoffe das bliebt so.

Ich schätze das ca. 1200€ seit Wiedereröffnung auf das Konto eingegangen sind.

Ich habe auf dieser Seite so viel Geld verloren - gibt es eine Möglich keit auf entschädigung?

Danke

Liebe Grüße

SImon

From the emails you previously sent me, the casino confirmed that your account was closed on 13 November. Could you please clarify whether you were able to access your account at any point between November 2025 and April 2026?

When exactly was your account reopened?

Please forward a bank statement showing the deposits you made to this casino after your account was reopened, with the relevant transactions highlighted, to veronika.f@casino.guru.

Additionally, please include any communication between you and the casino customer support regarding the reopening of your account, as well as the subsequent closure requests and account closure.

Thank you for your cooperation.

Dear mottsims

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, Matej (matej.l@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,

Veronika

Hello mottsims, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Mafia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Dear Mottsims,

We hope you are doing well.

We would like to sincerely apologize for any misunderstanding. Please rest assured that your account has been officially and permanently closed as requested. Communication programs associated with your account are also closed.

Regarding your refund request, we have escalated the matter to the relevant department. Once we have an update, we will inform you.

Thank you for your patience.

Kind regards,

MafiaCasino Team

Thank you for the prompt account closure, dear Mafia Casino.

If you can e-mail me (matej.l@casino.guru) player's cashier history showing deposits and withdrawals made during the time period of 13/11/2025 - 26/06/2026 for a review, alongside with any other information you deem importantthat for this complaint, that will be very helpful. Thank you.

Dear Matej,

We are writing to inform you that we have formally requested the relevant financial history. Our finance department is currently processing this request, and as soon as they forward the documents to me, we will reach out to you with an update.

Please let us know if you have any questions in the meantime.

Best regards,

Mafia Casino Team

Dear All,

We are writing to provide an update regarding the ongoing review of the account.

To resolve this matter amicably and without further delay, we would like to offer a refund of 1,105 EUR to the player. Please let us know if you accept this proposal so we can initiate the necessary steps to process the payment.

Regarding the outstanding request for the cashier history, we are still waiting for the final report from our relevant department. We are monitoring this closely and will share the details with you as soon as they become available.

Thank you for your continued patience and cooperation. We look forward to hearing from you.

Best regards,

Mafia Casino Team

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.

Hallo,

ich bin mit dieser Zahlung einverstanden.

Wie soll ich meine bankdaten übermitteln?

Danke

Schöne Grüße

Dear mottsims, ideally send your details via e-mail with subject: Casino Guru complaint 185749 - payment details

Support team's e-mail address is: support@mafiacasino.com

Please, let me know once the message has been sent. In the meantime, I have adjusted the disputed amount for this complaint down to what yo uhave agreed with above. Thank you.

Dear mottsims,

We are writing to let you know that we have recently sent an email requesting your bank details so we can process your refund.

To ensure your refund is issued securely and without delay, please locate that email and reply directly to it with the requested information.

Thank you for your cooperation and patience.

Best regards,

Mafia Casino Team

Hallo,

ich habe Mafiacasino meine Daten weitergeleitet und warte auf die Überweiseung.

Danke

Schöne Grüße

Dear mottsims,

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund.

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Mafia Casino Team

Hallo,

ich habe das Geld erhalten - Danke an alle beteiligten.

Schöne Grüße

mottsims

Dear mottsims,

I am very happy to hear that your issue has been resolved, and would like to thank Mafia Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru