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

Hallo liebes Casino Guru Team

Ich bin leider Spielsüchtig und Rückfällig geworden. Ich bin schon bei sehr viele Casinos gesperrt konnte mich aber in einem schachen Moment bei MafiaCasino am 14.11.2025 anmelden und habe dort etwa 300 Euro verspielt . Ich habe am 17.11.2025 sofort reagiert und über den live Chat um Schliessung gebeten dieser sagte mir das ich nur das mail machen könnte. Ich habe soffort den support per mail um die sofortige Schliessung gebeten leider ohne Erfolg. Ich konnte immer noch spielen und Einzahlen . Am 24.11.2025 habe ich das 2.mal per mail mit Foto von meinem Account um sofortige Schliessung des Kontos wegen extremer Spielsucht Aufgefordert wieder leider ohne Erfolg . Ich habe gestern leider auch wieder 700 Euro verloren da ich es leider nicht im Griff habe . Es wäre Mega wenn Sie mir bei der Schliessung und der Rückholung des Verlorenen Geldes helfen könnten. mit hoffnungsfollen Grüssen

Matthias

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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.

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Dear djklopfsensor3532,

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 I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Hallo liebe Katarina

Ich habe Ihnen soeben meinen 2 Anträge per mail weitergeleitet vom Casino Chat habe ich leider keine screenshots.

Ich kann leider immer noch einzahlen und spielen!

LG Matthias

Dear djklopfsensor3532,

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, Matej (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,

Katarina

Hello djklopfsensor3532, 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.

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 the situation? 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.

Dear All,

We would like to confirm that the account in question is now fully closed and that all communication programs have been deactivated accordingly.

After carefully reviewing our records, we were unable to locate any email sent to us regarding a self-exclusion request.

We kindly ask the player to provide a copy or screenshot of the email request that was sent to us, including the date and the reference number of the email (everytime that a player sends an email to our support team they should receive a reference number).

This will allow us to investigate further and determine whether there may have been a technical or system-related error.

Thank you for your cooperation.

We look forward to your response so we can assist further.

Kind regards,

MafiaCasino Team

Hallo liebes Mafia Casino Team ich habe meine erste Anfrage auf Konto Schliessung am 17.11.2025 um 23.04 Gesendet nachdem ich mit dem livechat geschrieben habe. Ich habe meinen Ganzen Lohn verspielt weil ich leider spielsüchtig bin und das nicht unter Kontrolle habe wie Sie in meinem meinem Spielverlauf sehen können.

LG Matthias

Dear Mafia Casino, thank you for the confirmation of the account closure. Could you please double-check the mailboxes - including spam folder- for the e-mail in question? Also, does your system send any kind of confirmation messages after receiving messages from players? Also can you please forward me the transcript of the live chat conversation from 17/11 to matej.l@casino.guru please? Thank you.

Dear All,

Thank you for your patience while we look into this matter.

We are writing to provide a brief update on the status of your request.

To ensure we provide you with the most accurate information, we have escalated this case to the relevant department for further investigation.

We require a bit more time to complete this internal review. Please be assured that we are following up closely, and we will notify you as soon as we receive an update from the team.

Thank you for your continued understanding.

Best regards,

Mafia casino Team

Dear All,

Thank you for your ongoing understanding while we await further information from our internal teams.

We realize that a significant amount of time has passed, and we want to assure you that your request remains a top priority. We are in constant communication with the relevant department to expedite the investigation.

As soon as we receive their final findings, we will update you here immediately.

Thank you for bearing with us.

Best regards

Mafia Casino Team

Dear Mafia Casino, I am unable to keep prolonging the timer indefinitely. Please provide me at least with the transcript of the live chat conversation from 17/11, as I asked 7 days ago. Thank you.

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 All,

We are writing to provide you with an update regarding the review of players account and the recent self-exclusion request.

We have conducted a thorough search of our records and incoming correspondence, however, we were unable to locate an email sent prior to us requesting a self-exclusion.

With that said, we have reviewed the chat logs from our recent conversation. We acknowledge that during this interaction, player expressed concerns regarding gambling addiction.

We take our commitment to responsible gaming very seriously, and based on the information provided in that chat, we have decided to honor a refund of the losses incurred after that point. (Total Net Loss post-notification: 1000 EUR)

We sincerely apologize for any confusion or distress this situation may have caused.

Players account has now been permanently closed in accordance with our responsible gaming policy to ensure continued well-being, regarding the chat transcript the relevant department is working on it, once we have it, we will update the thread.

We wish the player the very best and encourage to reach out to professional support organizations if needed.

Kind regards,

Mafia Casino Team

I would like to thank the Mafia Casino for investigating the matter and sharing the results with us. Much appreciated.

Dear djklopfsensor3532, are you satisfied with the above-mentioned outcome of your complaint, or are there any other things that you feel needs to be addressed? Please let us know. Thank you.

Hallo liebes Casino Guru Team ich bin mit dem Ergebnis einverstanden und möchte an dieser Stelle auch dem Mafia Casino danken. Wie ist das weitere Vorgehen? LG M

As a next step, I would like to ask the Mafia Casino to let us know once the payment has been processed on your end.

Then, I will swap the timer towards the player to confirm reception of the refund. After that, the complaint will be closed.

Dear All,

Please be advised that in order to proceed with the transaction, we require the player to respond to the separate email we sent directly to their registered address, for security and verification purposes. That email contains a request for the necessary bank details to complete the transfer.

Once we have received and verified the required information, we will be able to finalize the refund immediately.

Thank you for your cooperation in ensuring this process remains secure.

Kind regards,

MafiaCasino Team

Hallo zusammen von meiner Seite ist alles erledigt die Rückerstattung ist angekommen ich bedanke mich bei allen Mitwirkenden ich hab mein Weihnachtsgeld wieder das ist wunderbar und hilft mir sehr weiter gegen meine Spielsucht zu kämpfen und meine wahren Ziele zu verfolgen.

Vilen lieben Dank LG

Matthias

Dear All,

We are writing to formally confirm that the refund has been processed from our side as of 15/01/2025.

Dear djklopfsensor3532,

Please note that depending on your financial institution, it may take a few business days for the funds to reflect in your account.

Kind regards,

Mafia casino team

Dear djklopfsensor3532,

I am very happy to hear that your issue has been resolved, and would like to thank Mafia Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru