Mafia Casino - Player's account has been closed and winnings withheld.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Kristina,

My account has also been closed and haven’t heard from MafiaCasino

I have used a lot of online casino platforms. This time no I did not have any active bonus nor accrued any bonus. I did pass verification before closure of my account.

i accumulated winnings on Pragmatic Plays Mega roulette, I won a grand jackpot on Mustang rush, had some wins on blackjack. I really just had a mix of different wins. I have evidence of most of my big wins. Have attached one imagine of one of my larger wins.

Hello Ausagainstcasino,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply. When was the last time you attempted to contact the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Ausagainstcasino,

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.

Dear Jacob, 

Thank you for reaching out. 

We would like to inform that we are working under the requirements of the license and we fulfill all the conditions set by the regulator.

Moreover, we would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

2.2 The Company does not provide any assurances or warranties with regards to the legality of your use of the Website, particularly in case gambling is prohibited, regulated or unregulated in your jurisdiction. It is solely your responsibility to know the laws of your country concerning online gambling and the use of the Website, at all times. Before attempting to open an account with the Website and thereafter each time before using it you must verify whether online gambling is legal in your particular jurisdiction. By using this Website, you warrant that you are legally allowed to gamble online. If at any time online gambling in your jurisdiction becomes illegal or otherwise restricted, you must immediately close your account with the Website and stop using its services.

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.

We wish you all the best for your future activities.

Kind Regards, 

MafiaCasino Team

this is the last reply I got from them on the 9th of September.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Ausagainstcasino,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Mafia Casino to join this conversation and assist in addressing the complaint.

Dear Mafia Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Jacob,

Thank you for contacting us!

We would like to inform you that your account has now been closed, as it was checked by our Security Department and recognized as a duplicate.

Kindly be asked to refrain from creating any more accounts in the future.We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

3.2: - Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• each action performed using a Duplicate Account is considered void;
• any promotions that the Duplicate Account has participated in will be cancelled;
• any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
• the Duplicate Account will be closed without an option to reopen it.

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you!

Best regards,

Mafiacasino.com

Dear Mafia Casino,

Thank you for your response and for the information provided regarding the player’s account closure.

In order to review the case thoroughly, could you please provide us with the evidence supporting the claim of multiple accounts associated with the player? This will help us better understand the circumstances and ensure that the situation has been handled in accordance with your terms and conditions.

I appreciate your cooperation and look forward to your response.

Dear Stefan,

Kindly note that we have sent you an email containing evidence related to the player's duplicate accounts.

Kind regards,

Mafia Casino Team

Dear Mafia Casino,

Thank you for your response and for providing the supporting evidence.

Could you please confirm whether the player has claimed any bonuses on the duplicate accounts? Additionally, we would appreciate it if you could indicate whether there are any IP address or device matches associated with these accounts. Lastly, please clarify whether deposits to these accounts were made using the same payment method.

We look forward to your response.

Dear Stefan,

We would like to inform you that the customer has used different bonuses while playing on this account. IP address match was not found, but another account was funded by the same payment method from the customer.

We hope this clarifies the matter for you!

Best Regards,

Mafia Casino Team.

Dear Mafia Casino,

Thank you for your message and for providing the supporting evidence.

Could you please share the bonus histories for both accounts so that we can verify whether the advantage over the casino was obtained?

I look forward to your response.

Dear Stefan,

We are pleased to inform you that your previous request for the bonus history was successfully sent to the forums administration.

Therefore, we kindly request to check the information provided via mail.We appreciate your cooperation and look forward to your response.

Kind Regards,

Mafia Casino team

Dear Mafia Casino,

Thank you for your response and for providing the supporting evidence. I have replied to your email and will await your further response.

I look forward to hearing from you.

Dear Stefan,

Please be informed that we have replied to your email. We would appreciate it if you could check.

Kind regards,

Mafia Casino Team

Dear Ausagainstcasino,

After reviewing the provided evidence, we conclude that the casino acted in accordance with its terms and conditions. Please note that creating multiple accounts is strictly prohibited and violates the casino’s policies.

Based on these findings, we must inform you that this complaint will be rejected. We appreciate your understanding and regret that we could not be of more assistance in this instance.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us.

Kind regards,

Stefan

Casino.Guru