The player from Germany had requested a permanent self-exclusion from MafiaCasino, but his account had remained active, which led to approximately €2,400 in losses due to continued bonus offers and encouragement to gamble. He sought assistance to recover his losses and mentioned the possibility of legal action for earlier losses totaling €4,000. We reviewed the case and found no sufficient evidence that the player had explicitly requested self-exclusion citing gambling problems prior to the account closure. Since the player’s account was eventually closed and no clear responsible gambling request had been documented, the complaint was rejected. Guidance on properly requesting self-exclusion and resources for gambling support had been provided to the player.
Mafia Casino - Player's account remains open after self-exclusion.
Unjustified complaint
Amount: €2,400
Mafia Casino
Safety Index 8.0 HighCase summary
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]
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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
TranslationHello Atilla,
Yes, that happened. I uploaded all the documents back then, and my account was, and still is, active. I can still access my account to this day. The email address I used to close the account is the same one I used to register. I'd rather not publish my email address now, but I can send it to you privately if you like. Just so you know, the email address I used is the same one I use here at CasinoGuru.
Thank you so much and best regards
Thank you for your reply. Could you please forward your self-exclusion request and the receipts of your deposits directly to my email? You can reach me at attila.g@casino.guru.
Thank you for your patience and cooperation.
TranslationHello,
I sent you an email earlier.
Thank you in advance
Thank you for your response. I have carefully examined the evidence provided, and regretfully, I was unable to locate a self-exclusion that discloses responsible gaming issues.
Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.
If there is anything I may have overlooked, please do not hesitate to let me know. Otherwise, I regret to inform you that we will have to proceed with rejecting this complaint.
Thank you for your understanding.
TranslationDear Casino Guru Team,
Thank you very much for your assessment.
I understand that the term "self-exclusion" may not be entirely clear from my original request.
However, I would like to emphasize that my request to close the account was clearly linked to the intention of no longer participating in gambling.
From my point of view, the provider should have classified this accordingly in the interest of player protection and blocked my account immediately and permanently.
Instead, my access was not immediately restricted, and I continued to receive bonus offers that motivated me to continue participating.
I therefore ask you to include this aspect in your assessment – the lack of player protection and continued contact after my request to close the account.
Dear Player, thank you for your response. Could you kindly confirm if you still have access to your account? If you no longer have access, I would appreciate it if you could indicate the exact date when the casino closed your account. Furthermore, could you let me know when you last made a deposit into your casino account?
Thank you in advance for your reply.
TranslationDear Team,
I currently have no access.
The closure took place on April 21, 2026.
My last deposit was made on April 15, 2026.
Best regards,
[Redacted]
Dear Player,
I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player clearly states a gambling problem, is the essential evidence that each player must provide in order for us to proceed with a case like this.
Additionally, based on the information available, the only message indicating gambling-related problems was dated April 21 via email, after which the casino proceeded to close the account, and no further deposits were made.
Please also note that wording such as "account closure" does not automatically imply responsible gambling concerns. Casinos are generally not obliged to close accounts on this basis unless a clear request for self-exclusion due to gambling problems has been made.
Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
