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.

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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