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

Hi have emailed Maria casino several times to have my account closed , I advised them about I have a problem and am spending to much , they will NOT delete my account , they either wrote back with bonus offer or don’t write back at all! I have spent so much in the site that it has cause me hardship and depression! I would like all

the money I have deposited in the account refunded back to me as I have asked multiple times to have my acct closed which they will not do! Awful ! Please help me

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Dear Jenn2365,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the general terms and conditions, and this is what I found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mafiacasino.com, and we will close your account as soon as practicable. 

To better understand your case and assess it properly, I would like to ask you a few additional questions:

• Could you please send us the original emails you sent to the casino asking for self-exclusion as an attachment?
• Did you receive any response at all from the casino to your closure request or any follow-up communication?

Additionally, I would kindly ask you to forward the original email (not just the screenshot) as an attachment to jean.s@casino.guru so I can verify the full details, including timestamps and content.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue.

Best regards,

Jean

Yes I did receive a response on couple occasions , just asking me do I want a bonus ! I will forward my emails you you directly ! Thank you 🙂

I’ve actually deposited over 12000 since my first attempt to self exclude 🙁

Can you confirm that you have received my emails please , thank you 🙂

Dear Jenn2365

Thank you for your cooperation and for providing all the necessary information. I have received your emails. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej L., (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Thank you 🙂

Hello Jenn2365, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Mafia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify why the player has been offered bonuses, instead of investigating what the problem" might have been? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jenn2365,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your account has been closed upon your request.

Furthermore, please note that your case has been forwarded for further review and you will be contacted as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Mafiacasino Team

Thank you for finally closing the account ! Look forward to hearing from you!

Thank you for the confirmation of the account closure, Mafia Casino, much appreciated.

Please, let us know of your findings, once the investigation is complete. If you could also confirm the account has been marked as "gambling addict, do not reopen" and the player's credentials have been blacklisted to prevent re-registering, that would be perfect. Thank you very much.

Dear Matej,

Thank you for your reply.

We would kindly ask you to check your emails where we provided additional information regarding this case.

We hope this helps to clarify the matter.

Kind regards,

MafiaCasino Team

Thank you for the message, Mafia Casino, much appreciated. I have responded already.

Dear Jenn2365, after reviewing the evidence provided by yourself and the casino, I was unable to see any instance of addiction, or problematic gambling being openly stated as a reason for account closure. The single instance where "I think I have a problem" has been mentioned, it it was never expanded upon or recalled later. Instead, looks like account closure was your go-to response after a heavy loss, while request for keeping the account open has followed every major winning.

Due to the above, all the account closure requests are considered to be "regular" and in this case I am unable to mediate any kind of refund on your behalf.

In addition to your account closure, I have asked the casino to proceed with self-exclusion, mark your account as "gambling addict" and ensure the account is not possible to reopen. By now, all the marketing comms should also stop and yo ushould not be able to re-register with the casino either.

Please, let me know if you have any further issues or questions, so I can address them before closing this complaint. Thank you.

I have asked for self exclusion, many many times , I was always ignored , I I would like for mafia casino to look into this again, when asking for self exclusion - casino is obligated to self exclude the player, I’ve asked for confirmation on when it was done, and I have declined offers from bonuses asking just to self exclude me , account only closed as a couple days ago! Can you please provide me in another direction to get some of my losses back , and thanks so much for your time ! Self exclusion should be taken very seriously by casinos, when asked it should be applied , not "do you want a bonus"! I would appreciate again if Mafia casino look at this again and realize my request was ignored until I came to this site ! Also was never asked about , what do I think my problem is, awful! As a gambling attic mafia casino should know if a player has a win they will obviously not be not to close the acct as the money may be confiscated , which they should have done anyways because I did have a big win, I only got my 3 little withdrawals after 8 or 9’days , they waited until I had every cent of my 9500 balance wasted until they actually sent me the funds! I am very very disappointed. Mafia should have closed my account after my first self exclusion email .. no questions asked ! I have also asked for self exclusions before as well, I have it deleted off my emails unfortunately, can MAfia Casio please locate these emails and forward to you!

Best regards

Dear Jenn2365, while technically you do not have to state the reason for self-exclusion, in accordance to our own player protection rules and mediation processes, it is a necessity.

From our experience, players often interchange the self-exclusion with regular accoutn closure, or use self-exclusion just because it sounds more important and they think it will get the account closed faster. Then, such accounts can be reopened again, because if the player has not stated addiction, even such self-exclusion is considered a regular account closure. And with regular account closure - it is always assumed the player is not addicted, therefore even if the account closure takes a long time (or never hapen), player is in full possession of their faculties, and can simply stop depositing and playing. That is why it is extremely important to always state the reason for self-exclusion.

Since you have only requested the account closure, the above applies and I am unable to mediate a refund.

Also, since the Mafia Casino is not licensed, I have no authority to point you towards, for further help.

All I can do is strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.