Mafia Casino - Player’s account closure request is ignored.

My problem is that for a few months I do not trust this casino and I asked them to close my account because I had problems with gambling and I did not want to continue playing in their casino, I asked them by live chat, by email many times about 10 times and they never did it knowing that I had problems with gambling, I ask for compensation for all the deposits in the account that I made since the first email requesting closure of my account as compensation for an illegality that they are committing in their casino, when a user admits to having problems with gambling and wants to close their account and does so in writing, they should not send promotional messages and emails to encourage you to continue spending your money.

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Dear josemanuelmartinez,

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).

Could you please forward me all account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I didn't get a response from them, I sent them an email asking them to close my account due to problems with the game, but they never close it and keep sending me advertising to keep playing.

Thank you for your response. I understand that you have not yet received a reply from the casino; however, I still need to review the email you sent them. Could you please forward your original self-exclusion request to veronika.f@casino.guru.

Additionally, could you specify the exact date when you sent this request to the casino?

Have you tried contacting the casino multiple times or using different communication channels (for example, live chat), since they have not responded to your initial email?

Thank you very much for your cooperation.

Today I received the email from you in which you closed my account. I estimate that since I requested the closure of my account due to gambling problems, I spent around 1,000 euros and that is what I am asking for in compensation. Here is the evidence. Thank you.

Apparently they sent me an email saying my account was finally closed and that they were willing to refund me 1000 euros in good faith. They asked me for my bank details and I sent them on Tuesday. If they ever make the deposit, I'll tell them here and it will all be left as a misunderstanding. Although I have my doubts that they will end up making the deposit.

Thank you for the updates. Have you received any response from the casino after you sent them the requested details? Has the casino specified when you can expect to receive the refund?

Yes, in the end they admitted me and the issue was resolved. They were very kind. The truth is that it all ended up as a misunderstanding.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear josemanuelmartinez,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika