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 [email protected], add my email address [email protected] 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 [email protected].

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

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