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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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