The player from Germany requested a permanent self-exclusion from MafiaCasino, but his account remained active, leading to approximately €2,400 in losses due to continued bonus offers and encouragement to gamble. He seeks assistance to recover his losses and mentions the possibility of legal action for earlier losses totaling €4,000.
Mafia Casino - Player's account remains open after self-exclusion.
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Waiting for Casino Guru to reply
5d 16h 35m 2s
Mafia Casino
Safety Index:HighCase summary
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5 days ago
Translation
Dear Casino Guru Team,
I would like to file a complaint against MafiaCasino.
I explicitly requested the permanent closure of my player account (self-exclusion). Despite this clear request, my account was not closed. Instead, I continued to receive bonus offers and was actively encouraged to participate in gambling.
As a result of this behavior, I was able to continue gambling and suffered losses of approximately €2,400 after my self-exclusion.
In my opinion, this constitutes a serious violation of the principles of responsible gaming. Providers are obligated to completely exclude players after a self-exclusion and may neither contact them nor encourage them to continue playing.
I have the relevant documentation:
My request regarding self-exclusion
Bonus offers following this request
Deposits and game history
I request your assistance in recovering my losses.
Furthermore, I reserve the right to legally claim earlier losses totaling approximately €4,000.
Thank you for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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2 days ago
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.
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2 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
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.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
