The player from Austria filed a complaint against Mafia Casino for failing to honor his self-exclusion request, which resulted in continued promotional emails that led to significant financial losses of €3,450. He demanded reimbursement of his losses, an investigation into the casino's practices, and a final blocking of his account. The complaint was resolved after the casino confirmed that a full refund of €3,450 had been processed and sent to the player. The player confirmed receipt of the refund, and the case was officially marked as resolved by the Complaints Team.
Mafia Casino - Player's account has been reopened despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €3,450
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
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2 months ago
Translation
Dear CasinoGuru Team,
I hereby file an official complaint against Mafia Casino, as despite my explicit request for permanent self-exclusion, I continued to receive advertising and thus gained renewed access to gambling. This ultimately resulted in significant financial losses.
Facts:
On September 5, 2025, I contacted Mafia Casino's support team in writing with the explicit request to permanently close my account or to self-exclude, as my gambling addiction was resurfacing and I was struggling with it. I expressly confirmed to the casino that I wanted my account closed permanently and securely.
The self-exclusion was therefore imposed for reasons of player protection and due to problematic gambling behavior. As I understand it, this should have meant that:
my account will remain permanently blocked,
No reactivation took place.
and in particular, no more advertising or bonus offers should be sent to me.
Nevertheless, starting in March 2026, I again received bonus and promotional emails from Mafia Casino. As a banned player, this contact constituted a clear violation of responsible gambling and player protection regulations. These repeated marketing efforts enticed me to gamble again.
As a result, on May 8, 2026, I gambled away a total of €3,450.
I believe that Mafia Casino has seriously violated its responsible gambling obligations. A provider must neither contact a player who has permanently banned themselves due to gambling addiction nor send them any incentives to gamble.
For this reason, I demand:
the full reimbursement of my losses amounting to €3,450,
an examination of the casino's responsible gambling practices,
as well as a final and irrevocable blocking of my account, including exclusion from advertising.
I can provide relevant evidence upon request, including:
My original email regarding self-exclusion from September 5, 2025,
the confirmation from support,
Bonus/promotional emails received from March 2026 onwards,
as well as proof of deposits and losses.
I request CasinoGuru's assistance in resolving this case.
Best regards
Julius
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2 months ago
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.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did you contact customer support to request that your account be reopened, or was it reopened automatically without your intervention?
- Did you contact the casino after losing €3,450 to explain your situation and request a refund?
- Has your account been closed again in the meantime?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationHi!
It was never blocked.
Yes, I contacted customer support, and they said they would look into it. No response yet.
The account is likely blocked.
Screenshots attached. The initial attempts to contact me are in the original post.
Since SupaBet, which belongs to the same operator, also ignored my self-exclusion and I suffered a loss, I have reopened the case.
The casino even sent me a bonus after I said I wanted to self-exclude. That's no way to protect players!
LG
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2 months ago
Dear jmayerhofer
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.
Kind regards,
Veronika
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2 months ago
Dear jmayerhofer,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the Mafia Casino and I hope that together we will come to a successful resolution of your issue.
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 possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
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2 months ago
Translation
I was informed last week that I would receive a full refund of my deposit after my self-exclusion. I immediately sent my bank details on the same day, but unfortunately, the money has not yet arrived, nor have I received a reply.
LG
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2 months ago
Dear all,
thank you for reaching out to us.
as we can see customer's issue has already been resolved as we have completed a refund of 3450 EUR today. We wound kindly ask the customer to confirm. Thank you in advance!
Best Regards,
Team MafiaCasino
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2 months ago
Dear Mafia Casino,
Thank you for joining this complaint and informing us that the refund has already been processed.
Dear jmayerhofer,
According to the casino, the refund has already been sent to you. Please let us know whether this information is correct.
You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
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2 months ago
Dear jmayerhofer,
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.
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2 months ago
TranslationThe €3450 were fully refunded. Unfortunately, the casino's response time was extremely long. Nevertheless, after several inquiries, the money was transferred.
Thank you.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear jmayerhofer,
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
