Mafia Casino - Player’s account has been reopened without consent.

Hello

ill be honest and admit I’m struggling with gambling problems

in July 2025 I had an account with Mafia Casino

I kept reaching out to my VIP manager asking to block me stop me from playing so I couldn’t lose my pending withdrawal

i received response my account was permanently closed and refund request was under review, I never heard any more back from them

yes than was more than 6 months ago however as above I’m struggling and at risk or relapsing again and now they reopened my account

I can assure you I did not request or attempt to reopen this myself

they sent me email with €8 bonus trying to lure me back again and yes the account is opened again

I’m trying to ignore this but they keep sending me more promotional emails

this is not acceptable and I ask that they honour their side and ensure measures are in place to keep my account closed

because this is such wrong doing I ask that refund my deposits and pending withdrawal (lost as they ignored me) this is the very least as a gesture of goodwill as it’s clear they do not care or have procedures in place for responsible gaming

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Stay safe.

Dear Yerwoman26xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mafiacasino.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Have you received any official notification regarding the reopening of your account?
• What has been your latest communication with the casino regarding your refund request?
• Could you please forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Hello

I never any received any email about the reopening of my account I just kept getting promotional emails and the email with the bonus offer was the email I received that prompted me to log on and then I knew account was reopened

the refund request the last email was saying it was under review then I didn’t hear anything back

I was so nervous of logging in and gambling again I reached out and they said it was reopened due a glitch but now they have closed it

I have forwarded you the email where I told them close account due to gambling

Thank you for your reply and for providing the previous details.

• Could you please specify the dates or share more details regarding the promotional emails you have received since your account was reopened?
• Additionally, it would be helpful if you could provide any further communication regarfding your account closure/reopening you’ve had with the casino, such as screenshots, emails, or chat records. You may send these directly to petra.h@casino.guru or upload them to the relevant thread.

In the meantime, I recommend requesting exclusion from promotional offers and ensuring your account is set to receive no casino-related communications.

Thank you again for your cooperation.

Hello the dates were from March 2026 to April 2026

there was way too many emails to forward so I have screenshots

I also have email response from them confirm the account was reopened due to an error

Dear Yerwoman26

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,

Petra

Dear Yerwoman26,

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.

Dear Yerwoman26,

We hope you are doing well.

We would like to sincerely apologize for any misunderstanding. Please rest assured that your account has been officially and permanently closed as requested. Communication programs associated with your account are also closed.

Moreover, we would like to formally inform you that our team is currently looking into this matter. We are reviewing the details to ensure we provide a comprehensive and accurate resolution.

Please be assured that once we have a definitive update or further information to share, we will inform the forum immediately.

Thank you for your patience.

Kind regards,

MafiaCasino Team

Dear Mafia Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Yerwoman26,

Thank you for contacting us and sharing the details regarding the issue you mentioned. We appreciate your patience while we conducted our review.

To resolve this matter fully, we would like to offer a refund in the amount of 320 EUR. If you wish to proceed with this offer, please reply directly to the separate email we sent requesting your bank details.

Once we have received the necessary information, we will initiate the transfer.

Best regards,

Mafia Casino Team

Dear Yerwoman26,

The Mafia Casino is offering you a refund worth €320.

If you agree with this amount, please reply to the email sent by the casino and let me know once this is done.

However, since the disputed amount entered by you was different, please let me know, and the case can be investigated further and the amount adjusted accordingly.

Thank you very much for your cooperation.

Hello i appreciate the update and agree I have sent email with details

Dear Yerwoman26,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund.

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Mafia Casino Team

Dear Mafia Casino,

Thank you for informing us that you have received the bank details.

Please let us know once the refund has been processed on your side. Thank you for your cooperation so far.

Dear All,

We hope this message finds you well.

We are pleased to inform that the refund transaction has been successfully completed.

We wish the player all the best moving forward.

Kind Regards,

Mafia Casino Team

Hello thanks so much for the help this is now resolved

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

Dear Yerwoman26,

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