The player from Germany reported that the casino was obstructing his attempts to close his account. He had tried to close his account eight times, but each attempt was denied with unconvincing excuses. The Complaints Team reached out to the player for additional information to better understand the situation and offer assistance. However, due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Mafia Casino - Player's account closure request is denied.
Closed
Our verdict
Player stopped responding
Amount: ??
Mafia Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
The casino is blatantly violating safety regulations.
I have now tried to close my player account 8 times and am always turned down with pointless excuses.
Automatic translation:
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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.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mafia Casino. I went over the communication you provided.
Please allow me to ask you a few questions so I can better understand the situation.
- Has the casino provided similar misrepresentations regarding your used email address in your other attempts to close your account?
- Could you please provide reasons why you wish to close your account? Is the reason related to player protection, or not?
- Have you unsubscribed from the casino's marketing communication? (newsletters, ads)
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Dear muellerdenis1984,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
