Mafia Casino - Player's account has been reopened after self-exclusion.

Hello, I was self excluded from this casino back in Oct or Nov 2025. I sent the request in October but I believe my account was not closed until November. The self exclusion was for life time. I received promotional email and found my account was recently reopened. I obviously logged in and lost $1270. I sent an email asking why my account was reopened and requested a refund. I went to my account a short time after as a bonus was added so I played it and met the wagering requirement I had won $1000 so I emailed back saying I would except these winnings and close my account immediately. I then received a response they apologized for the misunderstanding and that my refund request was sent to the relevant team. I followed saying i would just except my winnings then I received a reply basically saying because I wagered the bonus after the wage requirement was met that I would not receive the winnings. That seems unfair but anyways I was told no refund will be issued at all not for the winnings and not for the failed self exclusion.

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.

Dear Charliejoe1234,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika

I will forward the requested info, I did receive $750 payment yesterday im assuming is from MafiaCasino though i have not received an email from them. I had a pending withdrawal for $750 from the bonus win plus another $250 in the account. Maybe they have decided to refund me. Thank you i will send you the emails.

Thank you for your email.

Did you receive any response from the casino back in October 2025, when you submitted your self-exclusion request? Alternatively, did you receive any communication from the casino on 26 November 2025, when you stated that your account had been officially closed?

Please note that we need the complete communication you had with the casino at that time, particularly the correspondence leading up to the closure of your account. This will allow us to properly establish the timeline and assess whether the casino was aware of your situation and failed to take appropriate measures to protect you as a vulnerable player.

Thank you for your cooperation.

Hello Veronika

Thank you, i do realize I need all the correspondence but it was 6 months ago and i cannot seem to retrieve it from my email. The casino did refund me $750 so I will be fine with that and hopefully my account is never reopened again. Thank you again!!

Dear Charliejoe1234,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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.

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,

Veronika

Casino.Guru