The player from Spain requests account closure due to a gambling problem but finds her request ignored by the casino. Despite her attempts to communicate via email and chat, her account remains open, leading to additional deposits and losses.
Mafia Casino - Player's account closure request is ignored.
Opened
Current status
Waiting for Casino Guru to reply
5d 21h 58m 28s
Mafia Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 days ago
Translation
Good morning, on the 29th, after discussing it via chat, I was instructed to send an email, which I did, requesting the closure of my account and specifying my gambling problem. They replied that same day, although in English, as they claimed they didn't have native speakers. However, this shows they read my email, completely ignoring the account closure request and the reason for it. This led me to deposit again, lose again, and still no one closes my account. On May 1st, I sent another email specifying my problem. And today, the same thing happened, and I deposited again. I haven't been at this casino long, and I recently relapsed after many years, so I want to stop it as soon as possible. I have screenshots of the emails but not of the chat, where they just keep telling me to speak with my VIP agent, who doesn't exist and no one ever answers me. I can't post the screenshots here, but I'm waiting to send them by email. Thank you very much.
Automatic translation:
Public
Public
yesterday
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
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mafia Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues and the casino's responses? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Have you asked the casino for a refund of lost funds due to failed player protection? Have you received any response?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
