The player from Germany has repeatedly requested that his account be blocked due to gambling addiction, starting on October 4, 2025, but has received no response from Mafia Casino. He expresses concern over the lack of action as he has already deposited and lost €1550 during this period.
Mafia Casino - Player’s account closure request is delayed.
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Waiting for Casino Guru to reply
5d 4h 35m 1s
Mafia Casino
Safety Index:HighCase summary
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3 days ago
Translation
Good day, I have the following problem.
I already sent my first email to Mafia Casino on October 4, 2025, requesting that my account be blocked due to gambling addiction.
Unfortunately, there was no response. I then wrote another email on October 25, 2025, and further emails on November 15, 2025, and November 16, 2025.
Today, December 8, 2025, I again requested that my account be blocked.
Unfortunately, there was still no reaction.
Unfortunately, I deposited and lost €1550 during this period.
I would be very grateful if you could help me.
Automatic translation:
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2 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.
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2 days ago
Dear Jango5dxxx,
Thank you very much for submitting your complaint. I’m sorry to hear about your 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. I checked the Responsible Gambling policy and I found this:
Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts
To clarify the issue:
- Are you able to access the casino now?
- Have you attempted to contact their customer support through other means, such as live chat or phone?
- Did you receive any automated response to your initial email requests? If so, could you forward it to me? You can send me all the documents directly to the thread or to email: [email protected].
Thank you very much in advance.
Best regards,
Petra
