Mafia Casino - Player’s account has been closed without resolution.

Hi CasinoGuru after multiple plateform that i asked questions for months! They sent me here ! I had my account closed in septembre by mafia casino but their was a balance of 1250 /1500 to my account I have been contacting the support multiple time live chat closed in my face email literally sent me an answer that they don’t have any native speaker lol if by any chance they answer asking me for my bank details , as soon as it’s sent they answer me again with that non native speaker for the moment … it’s been almost 4 month no access to the account or the remaining balance or any infor at all .. i was in a bad place lost thousands its a good thing it’s closed but not i still want remaining balance .. it’s my money they can’t keep it they have kept enough now that I’m healed I need it and they wont even give an answer .. I sent maybe 60 emails and live tchat keeps tell me admin decision i have to email it’s a loop I’m exhausted to run after them ..

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Dear Sweetytweety66,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with accessing your account and the pending balance.

To better understand the situation, could you please clarify the following:

• Could you confirm the exact or approximate date in September when your account was closed?
• Have you completed any verification (KYC) with the casino before the account was closed?
• Have you ever successfully withdrawn from this casino in the past, or would this be your first withdrawal attempt?
• Just to be sure we understand correctly — did you request the account closure yourself due to responsible gambling concerns, and at that moment there was still a remaining balance on the account?

If you have any email communication, screenshots, or chat transcripts related to the account closure or the remaining balance, please forward them to petronela.k@casino.guru so we can review them.

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 as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hey dear ! The 19 september 2025 ! And yes for Safer gambling and it was late to receive my withdraw and they only let me get out 1500 they had a time frame for withdrawal I initially wanted to withdraw the whole balance and close the account I sent a request to close but they decided to do so while my remaining balance was with them and they are the ones who didnt let me withdraw all the ammount because they only let u withdrawal a portion of ur balance per money invested for exemple i need to play 5 k more to get a withdrawal of 1500 more .. and now ive been on every email every plateform live tchat trying to get my money back for months nothing .. I’m exhausted its a lot of money in cad left with them for me compared to a big casino who has millions .. the response is just useless even after I sent them my spécimen chèque and the info to get back my money they do nothing only send a message about no native speaker available now when i write in English and don’t Even speak native they try to keep it ..

Hi Sweetytweety66,

Thank you for your reply and for the information provided. I confirm that I have received the relevant communication you shared.

To proceed, I still need you to clearly confirm the following points:

• Verification (KYC): Was your account fully verified at the time it was closed?
• Withdrawal history: Apart from the 1,500 withdrawal you mentioned, did you have any other successful withdrawals from this casino?
• Remaining balance: Do you have any screenshot or email confirming the exact remaining balance when the account was closed?

This information is necessary for us to assess whether the remaining funds should be released.

Thank you in advance for your clarification.

Verification (KYC): Was your account fully verified at the time it was closed?

Yes prior to that it was made they said that I have a limit of maximum 1500 $ to withdraw the rest I have to play more but it was not bonus money it was mine it’s just to withdraw with them even ur money u have a wave ring requirement wich I find not normal …

Withdrawal history: Apart from the 1,500 withdrawal you mentioned, did you have any other successful withdrawals from this casino?

Yes i withdrawed 1500

Remaining balance: Do you have any screenshot or email confirming the exact remaining balance when the account was closed?

i will search for that !!

I don’t find any screenshot of the balance of that moment

only one prior to that they blocked me acces to my account .. but i remember exactly because i sent them many messages and they said they will send it but them nothing

And the funny part they kept sending me promos until december while my account is supposed my closed

but can’t send me my money ..

Dear Sweetytweety66,

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, Igor (igor.p@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.

Okay thank u very much

Dear Sweetytweety66,

I am so sorry to hear about your problem with the Mafia Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mafia Casino representative to join this conversation and participate in resolving this complaint.

Dear Mafia Casino,

Could you comment on the situation?

The player has been trying to reach out to your support for months.

Thank you in advance for providing the information.

Dear All,

Thank you for contacting us.

On 20 November and 2 December 2025, we contacted the player twice to ask for bank details in order to release the funds that are still in the player's balance. However, we never received a reply that was useful for proceeding with the refund.

We kindly ask the player once again to check his email, as we have now contacted him again, kindly asking him to provide us with the relevant bank details so that we can proceed with the withdrawal of the balance before closure.

Thank you all for your patience and cooperation.

Best Regards,

MafiaCasino Team

Wich I did many times and when it’s sent this is u guys answer

when I don’t Even speak native lol I will send it again for the 4th time hopefully now someone will understand English

Just sent now the info again hopefully with casino guru help it will

work this time .

I sent a void chèques as well as the bank info to be sure I receive it thank u

Dear Mafia Casino,

The player has informed us that he has sent you the requested information.

Please update us when there is any update on your side, or if you need more information from the player.

No answer yet for my side 😕

Hey Guys I’m not surprised lol but they never got back to me been 4 days now no answer from them

Dear Sweetytweety66,

Please be informed that your bank details have been forwarded to the relevant department for processing your withdrawal.

We will keep you updated on the status of the transaction.

Best Regards,

MafiaCasino Team

Dear Mafia Casino,

Thank you for your response and for informing us that the withdrawal is being processed.

Please reply when there is any update regarding this transaction.

Thank u ! I Will wait for the deposit will it be direct deposit or etransfer thank u ?

or any info on my email I received nothing yet about the processing

Still waiting for the deposit received a confirmation of it being sent will update when it’s in thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sweetytweety66,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor