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

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.

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.

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

I've emailed you everything you asked for. Of course, my account is still open, and my last deposit was on the 4th. Best regards.

Good morning, I've already sent everything I have. Your response is due in one day. I don't know if you need anything else. I need my account closed as soon as possible, but it's still open. Regards.

Dear Rakeloviedo,

Thank you for your cooperation and for providing all the necessary information. 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, Kubo (jakub.m@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,

Tomas

Dear Rakeloviedo,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mafia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mafia Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Good morning, I don't know why it's taking so long. Three days ago you sent me an email apologizing for all the damage caused and saying you would do what CasinoGuru deemed necessary, but there's no progress and I need a solution, please.

Good morning, the casino's response time is ending in a few hours, and in their last email, they apologized and said they would issue the refund that Casino Guru determines. The screenshots I sent you showed €1655 since the self-exclusion request on April 29th.

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.

But I don't understand what's happening now. They told me by email that they apologized and that the refund would be whatever CasinoGuru determined, and now nothing is progressing and nobody is answering me.

Dear Rakeloviedo,

Unfortunately, the casino has still not responded, so we are still awaiting their engagement in the complaint thread.

Based on our experience, I believe the casino will most likely join the discussion and provide further details.

I have also reviewed the message you received from the casino, which you mentioned in your latest post, where they stated that the refund request would be handled by us. Unfortunately, I had not yet had the opportunity to respond to you. However, I have reviewed your messages, and I hope we will be able to find a solution once the casino joins the discussion.

Thank you for your continued patience.

Dear Mafia Casino,

It has been almost two weeks since we requested your response.

In case you missed the previous notification, I would kindly like to reiterate our invitation and ask you to provide further details regarding this case, as well as the anticipated next steps.

Thank you.

But they haven't replied, and you're extending it for another 7 days?

Do I have to wait another week?

Good morning, I wanted to know if you have been contacted privately, since from what I've seen, there has never been an unresolved case with them, and on Monday another notice ends, even though I saw that they were totally willing to collaborate.

Dear Rakeloviedo,

I apologize for the inconvenience. I understand your frustration, and I can assure you that I am also doing my best to move the case forward.

From what I can see, the casino does respond to complaints in general. They provided a response in another complaint thread as recently as yesterday, but for some reason, this particular case appears to have been overlooked.

I have asked our affiliate department to contact the responsible person at the casino directly and encourage them to respond as soon as possible.

Thank you for your understanding and continued patience.

Oh my god, what's going to happen now? They're still sending promotional texts, and what about my refund? I need a solution, please.

Were you able to get in touch with them? The response time has expired, and they're already responding to other complaints. I don't understand anything. On top of that, they keep sending me promotions via SMS and email. I need them to stop the promotions permanently and issue a refund since I requested self-exclusion, please. They were willing to fix it.

My replies are also pending review, so I see there's no one at Casino Guru reading the messages either. I don't know if they've replied or not, but I need a solution. I keep receiving promotional messages and haven't received my refund.

They've reopened my account

Dear Rakeloviedo,

I have repeatedly tried to contact Mafia Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo