The player from Germany had requested an immediate and permanent account suspension due to gambling addiction, but her request was ignored, resulting in a loss of 694 euros. Despite multiple attempts to block her account, the casino continued to contact her with promotional offers. After extensive communication, the Complaints Team facilitated a goodwill refund of 694 euros from the casino, acknowledging the complexities of the situation and the misunderstandings involved. However, the player remained dissatisfied with the resolution, citing an unreasonable eight-day delay in her account closure despite her repeated requests for help. The case was marked as rejected due to the player's dissatisfaction with the outcome, although the refund had been processed.
Mafia Casino - Player’s account has not been closed despite requests.
Other
Amount: €694
Mafia Casino
Safety Index:HighCase summary
Translation
Dear casinoguru team,
Since they have helped me in the past, I hope for their help here as well.
Because I am addicted to gambling, I requested an immediate and permanent account suspension on October 6, 2025, via live chat and email. Unfortunately, my request was ignored, and I have lost 694 euros to date.
On November 3rd, 2025, I received a call from the casino for promotional purposes and to introduce me to my new VIP manager. I immediately informed them that I am a gambling addict and again requested that my account be blocked. The gentleman on the phone assured me that he would take care of it immediately; however, shortly afterwards I received an email offering bonuses and free spins on my next deposit.
I requested an account freeze again, but now I want my money back since my gambling addiction is obviously being deliberately ignored.
I hope you can help me.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mafia Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you received any response to your email sent on October 6th, such as an automated message or a ticket number?
- Have you checked your spam folder for a response from the casino?
- Have you contacted the casino's live chat between October 6th and November 3rd? Have you saved your interaction?
- Is your account currently blocked?
- Have you unsubscribed from the casino's marketing communication?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
TranslationGood day,
I received neither an automatic reply nor a reply that ended up in the spam folder.
I also contacted the live chat on October 6th and they told me that I could only submit an account block request via email, which I did immediately.
After that, I had no more money in my bank account, so I didn't visit the casino or write to you again.
My account is still not blocked; I have not unsubscribed from receiving advertising.
I will send you the entire chat history again.
Thank you in advance.
TranslationDear team, I urgently need your help. Unfortunately, I deposited around €650 again today and won almost €3000, but due to my gambling addiction I couldn't stop and lost everything again.
I am truly desperate.
I urgently need help.
Dear Layla92,
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, Matej (matej.l@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,
Tomas
Hello Layla92, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Mafia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Dear Layla92,
Thank you for bringing this to our attention, and we are sorry to hear about the situation you are experiencing.
To review this properly, we kindly ask you to provide the confirmation details of the email you mentioned from October 6th. Whenever an email is sent to our support, the customer always receives a confirmation message containing a reference number.
Please share this reference number so we can check the case and assist you accordingly.
Thank you for your cooperation.
Kind regards,
Mafiacasino Team
TranslationLadies and Gentlemen
Unfortunately, I did not receive an automatic reply or a reference number from you.
Nowhere in their terms and conditions does it state that I had to wait for an automatic response.
Best regards
TranslationDear Team, after much back and forth, my account was blocked and I was informed by email that according to the terms and conditions I am not entitled to a refund and that I supposedly did not send an email to support on October 6th.
Today I inquired again in the live chat and the nice lady confirmed that my email from October 6th had arrived and apologized if it had not yet been processed.
I'm attaching the messages to this post.
TranslationAccording to my calculations, I have already lost €1600.
Dear Mafia Casino, could you please investigate and let us know of your findings? As per the conversation with live chat agent provided by Layla92 (above), the agent confirmed both: reception of the message from 06/10 and that no response has been sent out.
For us to be able to continue, I would like to ask what was the date of the account closure and whether the account has been marked as "self exclusion due to gambling addiction" with no possibility to reopen. Next, I would like to ask for confirmation that the player's credentials have been blacklisted and re-registration using these details will not be possible. Thank you.
Dear Casino Guru Team,
After reviewing our email logs, we can confirm that we did not receive a self-exclusion request on 06/10/2025.
Each incoming email automatically generates a ticket, and no record of this request exists in our system.
We note that there was a small misunderstanding in one of our live chat interactions, where the message about the email was not clearly specified. This was clarified immediately in the following chat, confirming that no request from 06/10/2025 was received.
The first verified communication regarding gambling issues came on 06/11/2025, and the account was permanently closed on 10/11/2025. The account is closed as self-exclusion, and the player cannot re-register.
We remain available for any further questions.
Kind regards,
Mafia Casino Team
TranslationDear casinoguru team,
Please, I really need your help. It can't be that my email supposedly didn't arrive; the colleague in the live chat clearly confirmed it.
The subsequent chat dodged my question and did not answer it clearly.
Furthermore, I saved the email and proved that I sent it.
Perhaps it ended up in the casino's spam folder, was overlooked, or accidentally deleted.
I replied to the email from October 6, 2025 again today, and this message was also sent out. And I suddenly received a ticket number for my already sent email.
And in the first photo I sent you, you can also see that I requested a block via email on October 6th and November 3rd. My account was only blocked on November 11th, and today I am actually receiving advertising and cashback offers again.
€1600 might not be a lot of money for casino operators, but for me it's a whole month's income. I need that money back; this isn't fair.
Dear Layla92, according to the last screenshots, all the conversations are only regarding a refund. However, during the conversation with live chat agent, he stated you have confirmed account closure and balance void out several times. Can you provide e-mails or live chat conversation, where you are asking for an account closure and confirming you want it done due to gambling addiction, please? While we do not condone threatening vulnerable players with a balance void out, I need evidence of gambling addiction being clearly mentioned. Also, can you please let me know the date you have re-send the self-exclusion request form the 06/10 and when did you receive the automatic confirmation with ticket ID 39199310 from the casino? Thank you.
So far, it seems like you have sent one e-mail, have not received automatic confirmation about casino receiving the message, and the subsequent discussion with live chat agent is only about refund. I appreciate you asking about how long does it take to get an account blocked and mentioned the message sent on 6th October. The agent asked you to wait for the response, which is the standard procedure in such cases. You have not inquired whether the message has been received and did not ask the agent to confirm reception of this message. Neither can I see mentioning of gambling addiction, which is imperative for cases like these. If you can answer my questions from the previous paragraph, I will see what can be done. Thank you.
TranslationDear Matej,
I am truly desperate. I have already sent you all relevant emails and chat logs in the post above, but I will briefly summarize everything for you again and then ask you to read my older screenshots again. Since the complaint has been dragging on for so long, it is understandable that you cannot remember everything.
The last screenshots only relate to the refund, as my account had already been blocked at that time.
As I said, I made my first request to close the account via email and live chat on October 6, 2025, but I did not receive a reply and since I had already lost all my money for the month at that point, I did not visit the casino again.
On November 3rd, I received a call from an employee who wanted to offer me a bonus. I immediately informed him that I am a gambling addict and asked for my account to be blocked. Instead, I received enticing offers with free spins, whereupon I again sent an email urgently requesting account blocking due to my gambling addiction.
From then on, I begged every day in the live chat to have my account blocked because I was losing more and more money, and I was just told to wait...
When my account was finally blocked on November 11th, I was informed that a refund was not possible because I supposedly hadn't sent an email requesting the account block in October, as I hadn't received a ticket number. However, I still have the email saved and can therefore prove that I sent it. How was I supposed to know that I would receive an automated response? I clearly stated that I am a gambling addict and urgently need help. I also didn't receive any error message indicating that the email hadn't arrived.
In the subsequent chat, an employee confirmed that my email had arrived on October 6th. The next day, Mafia Casino wrote that it was a mistake and a misunderstanding, and that I had not sent an email in October.
However, I replied to my own email from October 6th and then received a ticket number, so the first email must have arrived as well.
In another conversation, an employee told me that an account freeze usually only lasts about 24 hours.
Another employee wrote to me that all emails arrive unless you get an error message, and that many messages end up in the casino's spam folder.
I don't know what to do. I depend on the money. My electricity will soon be cut off. I have four children, the youngest is five months old. I'm truly desperate. I don't know how I can go on living like this. It's all too much for me. I followed the casino's guidelines and requested a self-exclusion via email. How can an email simply disappear?
Please take another look at the screenshots I sent you on November 4th, 6th, and especially November 17th. I can prove everything; my helplessness and illness were exploited. Please help me and excuse me for writing so much, but I am truly at my wit's end and devastated.
TranslationDear Team,
Today I received an email from a support employee confirming receipt of my email from October 6th, but claiming that I had not replied to them at that time.
It's becoming ridiculous, since I was able to prove I sent the email using a screenshot, they're now changing tactics and accusing me of not having replied.
In my email of October 6th, I clearly and unambiguously requested permanent account closure due to my gambling addiction. Why would I have had to confirm this again? Furthermore, I never received a reply to my email.
Dear Layla92, unfortunately the Zendesk system that Mafia Casino uses is not perfect and from my experience some messages do get lost. Since your second e-mail did trigger the auto response and allocated you a ticket ID number, it only confirms that the original message has not been received. The confirmation you have posted is referring to your "last account closure request" and it does not specify the date. Most likely it is referring to the request sent in November.
I have once again combed through everything you have said and sent us as evidence regarding this case (this is also the reason for a later response). So far the evidence provided has nothing I could use. Also you not inquiring further about the status of the self-exclusion for a month since the original message has been sent, points towards insufficient effort on your part. Casino's responsible page states an e-mail has to be sent, therefore live chat or telephone requests cannot be used as evidence either. Most of your other conversation is about refunds and bonuses. Unfortunately if there is no more evidence to be shared, and your account has been closed now, there is not much else I can do.
Another employee wrote to me that all emails arrive unless you get an error message, and that many messages end up in the casino's spam folder.
Do you have a screenshot of this conversation, please? As far as we know, system doesn't send an error message if it is not even aware of a message being sent.
TranslationDear Matej,
I urge you to reconsider your decision, as the screenshot I recently posted was a response to my inquiry from November 26th. I requested confirmation of receipt of my email from October 6th. My inquiry is shown at the top of the screenshot; I received the response the following day. Mafiacasino also states that my request was not processed further at that time, so it is definitely the email from October 6th.
When I wrote again in November, the account closure took a relatively long time, but it was still being processed.
Furthermore, from a legal point of view, an email is considered delivered as soon as it has arrived on the recipient's server.
Even if the email ends up in the spam folder, it is considered delivered because it is within the recipient's sphere of control and accessible. The recipient's actual reading of the email is irrelevant for legal purposes.
I adhered to the casino's terms and conditions and wrote a clear and unambiguous email; nowhere does it state that I have to write more than one email or keep asking questions.
As you can see, I adhered to the casino's guidelines. It's true that I only contacted them again a month later, as I had already lost all my money in October and had nothing left to gamble with. It's like not going to the hairdresser when you're bald. I assumed my account would be blocked once I deposited more money, which unfortunately wasn't the case. Therefore, I was able to make further deposits and lost my money for the month of November as well.
I sent my second email on November 3rd, and a live chat employee told me that an account suspension usually lasts 24 hours (this was also stated in the terms and conditions until recently). How is it then possible that my account was only closed on November 11th?
I ask you to reconsider your decision, and I also ask mafiacasino to at least reconsider my complaint as a gesture of goodwill.
Dear Mafia Casino, as per the attached conversation screenshots above, the support agent clarified two important things:
- Yes, all emails arrive. As long as you do not receive a notification that the email was not delivered, rest assured that all emails reach us. (Ja, alle E-Mails kommen an. Solange Sie keine Rückmeldung bekommen, dass die E-Mail nicht zugestellt wurde, seien Sie versichert, dass alle E-Mails bei uns ankommen.)
- Some e-mails end up in a spam box and if they are not checked in time, system automatically deletes them
Due to these statements directly from teh support staff of Mafia Casino, and the disputed amount not being too large, I would like to ask if the management would be wiling considering a goodwill gesture and refunding the whole amount, so the complaint can be closed. Alternatively, if you can explain the reasoning behind the support staff answers, that can be helpful as well.
Dear CasinoGuru Team,
Thank you for your continued support in reviewing this case.
To clarify the situation:
When the player first requested a refund, we carefully reviewed our system but found no record of any account-closure request submitted on October 6. We communicated this to the player.
Following this, the player contacted our Customer Support several times via live chat to ask whether the email had been received and whether emails in general arrive properly.
In these conversations, our agents provided general explanations about email delivery. On some occasions, the wording may have been ambiguous, while in other chat interactions the agent clearly informed the player that no such October 6 email could be found in our system.
This is why our original decision to decline the refund was made in line with T&C 3.7 and 6.6.2.
However, we acknowledge that the situation has become more complex due to the later-submitted screenshots and the misunderstandings caused by the mixed chat phrasing.
In order to resolve the matter fairly and amicably, we are prepared to offer a goodwill refund of €694, which corresponds to the amount the player initially requested in the complaint.
We hope this proposal will be acceptable so that the case can be closed in a constructive manner.
Kind regards,
Mafia Casino Team
TranslationDear Mafia Casino,
Thank you very much for your understanding. However, I would like to point out that eight days passed between the time of this complaint and the final account closure, during which time I was unfortunately able to deposit money. I also informed support via email on November 3rd, 2025, that I needed help and was a gambling addict. I repeatedly requested an immediate account closure, but unfortunately, it took eight days, which is unacceptable. Eight days during which I was able to deposit another €900, and as you can surely see, I also won over €3,000. However, due to my addiction, I couldn't stop and lost everything again. I therefore respectfully request that you refund me the entire amount of €1,600. Thank you in advance for your goodwill and understanding.
Thank you very much for reconsidering the situation at hand, Mafia Casino Team. Much appreciated. Please, let us know once the refund has been processed on your end.
Dear Layla92, since I am unable to request the amount you have specified above, I would like to explain the reasoning behind it:
First confirmed message about gambling addiction received by the casino is from 6th October. Even if we considered the message from 3rd October, due to internal checks that needs to be done while processing any account closure - all deposits made within such time are non-refundable. Requesting refund of any money deposited during processing of the request would be us helping to commit "free betting" fraud where you either win and get your winnings paid, or get a full refund of the deposits. Casino Guru does not condone no risk betting, and therefore such money are considered non-refundable.
We can only request a refund of money deposited after a reasonable period of time has passed, if the account was still open. Any deposit should be refunded, but since you should not be able to deposit, you should also not be able to play and lose/win. Therefore, winnings are not considered as a refundable amount either.
Since this case is not having strong evidence to support your claims, I believe this is the best outcome we could hope for. Your account has been self-excluded, you are getting your deposits (those made after the reasonable time for closure has passed) refunded and there is not much else to do. I will wait for you to receive the money, then the case will be closed. If you have any further questions, I am happy to answer them.
Dear Casinoguru Team,
Thank you very much for your support and cooperation throughout this case.
We would like to confirm that, after coordinating the banking details with the player via email, the refund has now been fully processed on our side.
We truly appreciate your assistance in mediating this complaint and for considering our perspective during the resolution.
Thank you once again for your professionalism and understanding.
Kind regards,
Mafia Casino Team
Dear Mafia Casino, thank you very much for the confirmation and the cooperation throughout this case.
Dear Layla92, please let us know once the money have been received on your end, and whether you are satisfied with this outcome. Thank you.
TranslationDear casinoguru,
I have received the money, thank you very much for your help. However, I would like to admit...
That I am not satisfied with the solution.
I didn't deposit any money because I was playing risk-free. I deposited money because I'm addicted and couldn't stop, and since my account remained open for a full eight days despite repeated requests, I lost another €900.
I understand that every casino needs time to carry out account suspensions, however, I consider 8 days to be unreasonable.
In another complaint from a member named Lesa against Mafiacasino, her colleague Kubo wrote that a reasonable processing time is approximately 3 business days. How can 8 days then be acceptable in my case? I ask you and Mafiacasino to reconsider your decision.
Dear Layla92, thank you for the confirmation of the received payment. My colleague Kubo was right in his assessment of reasonable time for account closure. However, his case was different from yours. In Kubo's case, the player clearly stated gambling addiction. You did not. As mentioned previously, your first mention of gambling problems is dated 06/11, account closure happened 10/11. One day later, as opposed to eight. I understand it is frustrating to ask for an account closure and casino not respecting your wishes. But if gambling addiction is not mentioned, it is assumed player is in full possession of their faculties and can simply stop depositing and playing at their will. Also many players use account closure and self-exclusion as a way to get extra bonuses from their VIP managers, so we do give casinos a bit of a leeway when it comes to regular account closure and do not impose any time limit. Unlike self-exclusion due to gambling addiction, which we take extremely seriously. Hope this helps to explain the situation a bit better.
And before you go, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead.
Since you have received the refund and the account has been closed, this complaint can now be closed. But as we do not consider cases where the player is not happy with the result as resolved, it will be marked as rejected. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
