Mafia Casino - Player’s account is wrongfully reopened.

letztes Jahr im Oktober habe ich aufgrund meiner Spielsucht gebeten, mein Konto zuschließen. Am 20. Oktober kam per E-Mail die Bestätigung vom VIP Service, dass mein Konto dauerhaft geschlossen wurde.

Seit Anfang des Jahres erhalte ich fast täglich Bonusangebote und sonstige Werbemails. Aufgrund meiner Spielsucht habe ich mich wieder in dem Konto eingeloggt und gespielt. Das Konto müsste aber dauerhaft gelöscht sein und hätte nicht wieder eröffnet werden dürfen. Daher verlange ich meine heutige getätigten Einzahlungen in Höhe von 593 € zurück. Das das Casino hat klar gegen seine Richtlinien verstoßen. Rechtlich gesehen hätte das Konto nie wieder eröffnet werden dürfen und hätte dauerhaft gelöscht sein müssen.

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Have you unsubscribed from the casino's marketing communication?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion request via email at support@mafiacasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Mafia Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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