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.

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.

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

Nachdem ich 2 mal geschrieben habe kam Antwort, dass sie mein Konto nun geschlossen haben. Angeblich wurde mein Anliegen zur Rückerstattung an die zuständige Abteilung weitergeleitet. Einzahlungen wurden Donnerstag letzte Woche getätigt. Insgesamt 593,75€.

konto ist aktuell geschlossen.

Mails von damals und von jetzt habe ich ihnen weitergeleitet.

Thanks for the update.

• Did the casino decide to refund you?
• Has the refund reached your bank account?
• Please let me know any news and whether our further intervention is necessary.

Looking forward to your reply.

Das Casino hat mir nur 300€ angeboten, also die Hälfte. Ist eine Frechheit in meinen Augen. Es wurde ganz klar gegen die Richtlinien verstoßen. Daher fordere ich den kompletten Betrag zurück und gebe mich nicht mit der Hälfte zufrieden. Habe ich dem Casino so mitgeteilt und werde seitdem ignoriert.

Thanks for your reply.

Please send me the relevant correspondence from the casino regarding the refund to my email at tomas@casino.guru. Alternatively, post it here.

I apologize for the inconvenience.

Ist gesendet.

Dear benediktmerkel,

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, Martin (martin.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 benediktmerkel,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Mafia Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Afterwards, would you be able to provide us with his deposit history? At this point, it seems the player's excluded account had been reopened and he should receive a refund of all of his deposits made after the reopening.

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all,

We could not find any account associated with the provided details. Could you please help us with the email address the player registered with so we can investigate this further?

Dear casino representative,

thank you for your response.

Dear benediktmerkel,

could you please provide us with the email you have used to register on the site? You can post it in the thread, I will mark the message as sensitive.

Dear benediktmerkel,

thank you for your swift response. Could you please provide me with the email you have received - if it's not confidential? If so, please send it to martin.l@casino.guru - my only active email address.

Dear casino representative,

please check your records for the mentioned email. Additionally, could you please address the offer and provide us with the player's deposit history?

Hallo,

habe vom Casino die Bestätigung erhalten, dass ich das Geld bekomme und auch alle angeforderten Daten gesendet. Bis heute leider keine weitere Bearbeitung. Ich habe Sie mit in den Verteiler genommen.