The player from Chile filed a formal complaint regarding multiple issues with the casino, including lack of communication, uncredited bonuses, difficulty in withdrawing money, and ignored requests for account closure. He demanded immediate account closure, confirmation of self-exclusion, and a clear explanation about the bonuses and withdrawal status. The complaint was closed by the Complaints Team due to the player's lack of response to requests for additional information and communication. The player was informed that the complaint could be reopened if he chose to resume communication.
Mafia Casino - Player's account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: $400,000 CLP
Mafia Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 months ago
Translation
I wish to file a formal complaint due to multiple irregularities and a total lack of attention from this platform.
Complete lack of response: I've sent several emails and support requests without receiving any reply. The promised VIP area doesn't respond or provide any real assistance.
Promised bonuses that are not delivered: Bonuses are advertised but are not subsequently credited or honored as promised. There is no explanation or effective customer service channel.
Difficulty withdrawing money: The withdrawal process is extremely complex and opaque, creating the feeling that it is deliberately obstructed.
Account closure request ignored: I have formally requested the permanent closure of my account and my self-exclusion, and to date no one has responded or carried out the procedure.
If the platform is not going to honor the offered bonuses, there should at least be a formal response and they should proceed immediately to close my account.
Solicitous:
Definitive and immediate closure of my account.
Written confirmation of my self-exclusion.
Clear explanation regarding the bonus offered.
Formal response regarding the status of my withdrawals.
The lack of communication is unacceptable and generates total distrust.
Automatic translation:
Public
Public
3 months 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.
Public
Public
3 months ago
Dear player.
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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
Public
Public
2 months ago
Dear RamonaPetra,
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.
Public
Public
2 months 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,
Attila
Casino.Guru
