Mafia Casino - Player's account remains active despite self-exclusion.

Hi I did a self exclusion on Friday the 12th September. Please see attached and I was able to deposit 300€ now. I had asked them to close my account due to gamble addiction and they didn’t close it and let me deposit more money. I’m really pissed. I hope you can help me get my money back it doesn’t seem to be a serious casino

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Dear Lesa,

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

Self-exclusion request: you can contact Support Service Team via e-mail: support@mafiacasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please clarify if you still have access to your casino account? Have you received any response from the casino support? If there is any other relevant communication, please forward it to me. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hallo, ich hatte nach meinem Selbstausschluss noch Zugriff erst nach dem ich eine Rückerstattung der 300€ gefordert habe wurde mein Konto geschlossen. Das Casino

möchte mir keine Rückerstattung geben. Siehe Email im Anhang. Ich hatte aber einen Selbstausschluss wegen Spielsucht beantragt und mein Konto wurde weiter offen gehalten. Eine Email um meinen Selbstausschluss zu bestätigen habe ich nie erhalten. Ich hoffe sie können mir helfen. Das ist wirklich grenzwertig, meine Sucht auszunutzen. Ich habe nochmals das Casino aufgefordert mir die Rückerstattung zu überweisen und dem Casino erklärt das ich keine Email erhalten habe um meinen Selbstausschluss zu bestätigen. Ich finde auch sowas zu bestätigen sollte nicht notwendig sein wenn man klar sagt das man eine Spielsucht hat und einen Selbstausschluss wünscht.

Ich habe dem Casino jetzt nochmal mehrfach geschrieben und erhalte keinerlei Rückmeldung. Haben Sie Kontakt mit dem Casino?

Thank you very much for your reply. Could you please clarify when you made the last deposit exactly?

Am 12.09.2025 habe ich einen Selbstausschluss wegen Spielsucht beantragt und am 17.09.2025 war mein Konto weiter geöffnet und ich habe am 17.09.2025 300€ eingezahlt. Das war das letzte Mal. Danach habe ich mich an das Casino gewandt mit der Bitte mir die 300€ zurück zu erstatten da die keinen Spielerdchutz gewährt haben und mein Konto nicht geschlossen haben

Ich habe immer noch keine Antwort vom Casino erhalten und noch keine Rückerstattung. Das Verhalten sehe ich als äußerst kriminell zudem ja der Spielerschutz auch nicht greift. Warum lassen die ein Konto offen wenn klar und deutlich genannt wurde das man möchte das dieses geschlossen wird weil man an einer Spielsucht leidet. Traurig das es Menschen gibt die so eine sucht noch schamlos ausnutzen. Ich werde den Fall meiner Rechtsanwältin geben sollte sich dies nicht klären

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Leider habe ich immer noch keine Rückmeldung und keine Rückerstattung. Ich bin wirklich mehr als sauer

Dear Lesa,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mafia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mafia Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

L eider konnte ich wegen der Datenmenge nicht alle Zahlung anhängen. Aber hier sieht man nochmal das ich am 12.09.2025 einen Selbstausschluss beantragt habe und am 17.09.2025 300€ einzahlen Konto da mein Konto nicht gesperrt wurde und noch offen war

Dear Lisa,

We are reaching out in regard to your refund request.

After investigating your claim we would kindly like to present to you the following findings:

On the 12th of September we received your closure request.Followed by that you received our reply on the same day where it was asked the confirmation of closure according to our terms and conditions.

Unfortunately we never received a reply from you, only on the 18. of September.

Followed by your reply your account was immediately closed.

Based on those findings we can confirm that no delay in your closure was detected.

We would like to kindly draw your attention to the following article from our Terms and Conditions:

4.1 : By opening an account on our Website and by using our Website you warrant that:

• you are acting on your own behalf;
• you are a competent and law-abiding citizen;
• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;
• all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;
• you fully understand and accept the fact that there is a possibility of monetary loss while using our services;
• you are not using monetary funds that you have received in an illegal way or from illegal sources;
• you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website;
• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Furthermore, we would like to kindly draw your attention to the following article from our Terms and Conditions:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for your account.

We hope this has clarified the case to you.

Kind regards,

MafiaCasino Team

Ich habe nach meiner E-Mail über einen Selbstausschluss keine E-Mail von Ihnen erhalten. Des Weiteren würde ich es auch sehr fragwürdig halten nochmal auf eine Email reagieren zu müssen nach dem ich ausdrücklich auf meine Spielsucht hingewiesen habe und einen Selbstausschluss gefordert habe. Ich bitte dies nochmal zu beachten und dies zu berücksichtigen und bitte sie um eine Rückerstattung

an das Mafia Casino Team: Bitte zitiere mir in Ihren AGB’s die Stelle in der steht das man bei einer Spielsucht seinen Selbstausschluss erklären muss und nochmals bestätigen muss. Da steht nur folgendes : Antrag auf Selbstausschluss: Sie können das Support-Service-Team per E-Mail kontaktieren: support@mafiacasino.com , und wir werden Ihr Konto innerhalb der nächsten 24 Stunden schließen.

Ich bitte daher um Rückerstattung

Ich habe noch keine Rückmeldung und noch keine Erstattung erhalten. Ich bitte unter angegeben Sachverhalt das Casino nochmals um Prüfung und Kulanzprüfung, da ich nach meinem Selbstausschluss keine Email zum bestätigen des Selbstausschlusses erhalten habe

Dear Mafia Casino,

Thank you for your response, and please accept my apologies for the delay in replying.

On September 12, the player explicitly requested the closure of her account due to a gambling addiction. This request was clear and unambiguous, leaving no need for additional clarification or confirmation. A casino committed to responsible gambling should take immediate and appropriate measures to protect vulnerable players and prevent further gambling harm.

Had the player not specified the reason for the account closure, it would have been understandable to await confirmation. However, in this case, the reason was clearly stated, and the player followed the procedure outlined in your Terms & Conditions. Allowing for a reasonable processing period of a few business days as per our perspective, the self-exclusion should have been implemented by Friday, September 15, at the latest.

Unfortunately, this did not occur, and the player was able to deposit and lose additional funds during a period when the casino should already have assumed responsibility under its responsible gambling and self-exclusion policies.

For these reasons, we believe the player is entitled to a refund of the deposits (minus any withdrawals) made after the self-exclusion should have taken effect. We therefore kindly ask you to reconsider your decision and issue the appropriate refund.

Thank you for your attention and understanding. I look forward to your response.

Dear Lisa,

We are pleased to inform you that your payment is in process.

Thank you for your cooperation.

Kind regards,

Mafia Casino

Danke ich habe ihnen alle relevanten Daten geschickt und warte auf die Rückerstattung. sobald ich die Rückerstattung erhalten habe werde ich dies hier melden.

Dear Mafia Casino,

Thank you for sharing this positive update and for your cooperation throughout the process. I truly appreciate your decision to take responsibility and honor the player’s refund eligibility.

Dear Lesa,

I’m very happy to hear that your refund is already being processed. As you mentioned, please let us know once you have received the funds so we can close the case accordingly.

Thanks for your cooperation and positive attitude.

Dear Lesa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru