Mafia Casino - Player’s account remains open despite closure request.

I have repeatedly asked the casino to close my account and for self-exclusion due to my gambling addiction. After several days they said they closed my account but when I try to log in, it says "profile under review". I want my account to be closed and wish to self-exclude from the casino. I have never encountered this issue before.

Dear Zoom81,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced trying to self-exclude due to your gambling addiction.

To help us understand your situation more clearly and communicate with the casino effectively, could you please clarify a few points:

• When exactly did you first contact the casino to request self-exclusion, and through which channel (e.g., email, live chat)?
• Did you clearly mention your gambling addiction and ask for permanent closure or a specific exclusion period?
• Have you received any written confirmation or explanation from the casino regarding the status of your account?
• Has any activity occurred on your account since your self-exclusion request (e.g., deposits, logins, gameplay)?

If you still have access to the messages or emails exchanged with the casino, please forward them to petronela.k@casino.guru — they will help us evaluate the situation more accurately.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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Thank you for your patience, and stay safe.

Dear Zoom81,

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.

Hi Petronela,

I have forwarded you my email correspondence with the casino. To answer your questions:

• I first contacted the casino regarding closing my account on July 20, via both email and chat. The chat told me to contact them via email.
• yes; I specified I have a gambling problem and explicitly requested closure/exclusion.
• No I have not. the answer I got was offering me a cool-off period, which I rejected and once again requested closure/exclusion.
• i tried logging in but it says my account is "under review". No activity beyond that.

thank you.

Hi Zoom81,

Thank you for your message. To make sure we fully understand your case, could you please confirm if the following timeline is correct?

Email chain with customer support:

• 20.7. – You wrote: "I feel like I have spent too much time gambling in recent weeks and feel like I am developing a problem."
• 21.7. – The casino asked if it was acceptable to close your account and confiscate your balance.
• 20.7. (?) – You confirmed your agreement (we noticed some inconsistency here that may be due to a timestamp issue).

Email chain with VIP manager:

• 21.7. – You wrote: "I submitted a request last night to customer service, but just passing things along, as I wish to close my account and self-exclude."
• 21.7. – The casino asked if you wanted to reconsider, mentioning cashback.
• 21.7. – You replied: "No, nothing like that. It’s just that I feel like my gambling has gotten really out of control over the past few weeks and feel like I’m developing a problem."
• 23.7. – The casino offered a cooling-off period instead of permanent closure and informed you that if you insisted on permanent closure, your balance would be confiscated.
• 23.7. – You agreed to permanent closure.
• 24.7. – The casino confirmed your account was closed.

• Could you also confirm when you placed your last deposit?
• Lastly, is the situation still the same as you described earlier (your account shows "profile under review"), or has the status changed since then?

Thank you in advance for your reply.

Dear Zoom81,

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.

Yes, the timeline looks accurate.

The status is the same, "account under review".

My last deposit was July 18 or 19, I don’t recall.

Dear Casino Team,

We would like to kindly ask you to confirm whether the player’s account has been permanently closed in line with their repeated self-exclusion requests. The player has clearly communicated on several occasions that they are struggling with a gambling problem and requested permanent exclusion rather than temporary measures. For clarity and transparency, it would be very helpful if you could confirm that the account is now fully closed and will not be reactivated under any circumstances.

Dear Zoom81,

Thank you very much for your cooperation and for providing us with the details of your communication with the casino. Your consistent effort to explain your situation has been very important for our review, and we appreciate the patience you have shown during this process.

We look forward to the casino’s confirmation that your account has been permanently closed due to your self-exclusion requests, so we can bring this case to a responsible conclusion.

Dear All,

We kindly inform you that customer's account has been closed since 24th of July.

Dear Petronela,

Kindly be informed that an e-mail was sent to you.

Thank you for your cooperation.

Kind Regards,

MafiaCasino team

Dear Zoom81,

We would like to thank the casino for providing evidence confirming that your account was permanently closed on 24 July due to a gambling problem. On the same day, according to the screenshots shared, your email communication and phone number were also deactivated, meaning the casino should not contact you anymore.

• Zoom81, could you please confirm if this outcome is a satisfactory solution to your problem?

Thank you.

Dear Zoom81,

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,
Petronela
Casino.Guru