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

Ich poste hier mal meine letzte Mail an das Casino:

Sehr geehrte Damen und Herren,

trotz Sperre bei OASIS konnte ich am 21.11.2025 ein Spielerkonto bei Ihnen eröffnen und Geld einzahlen.

Bereits am 22.11.2025 habe ich eine Mail mit der Bitte um Schliessung meines Kontos wegen Spielsucht gebeten.

Dieser Bitte sind Sie nicht nachgekommen. 

Am 24.11.2025 habe ich eine Erinnerung und Rückfrage gesendet. Auch ohne Erfolg.

Mehrfach habe ich im Chat nachgefragt, wann denn endlich mein Konto gesperrt wird. Ich wurde immer vertröstet, dass das etwas dauert.

Die schlimmste Antwort war mal: "Wir schliessen das Konto erst, wenn Sie ich nicht mehr anmelden". Das ist ja nicht Sinn einer Kontosperre wegen Spielsucht.

Leider habe ich keine Screenshots aus dem Onliesupport. Die Mails hänge ich aber an.

Statt mein Konto zu sperren, wurde ich am 24ten November sofort als VIP aufgenommen.

Sehr geehrte Damen und Herren, seit meiner Anmeldung habe ich bei Ihnen 23.595 Euro verloren.

Wenn ich grosszügig eine Karenzzeit von einer Woche bis zm 29.11.2025 ansetze, sind es noch 18.785.

Ich bitte nun um sofortige Sperrung und Schliessung meines Kontos. Desweiteren bitte ich um Rückerstattung meiner Verluste.

Ich habe Dateien angehängt. Die zeigen meine Verluste als Excel, meine Mails, Ihren offiziellen Transaktionsverlauf und eine WhatsApp an meine VIP-Betreuerin.

Mit freundlichem Gruss

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.

Dear jo64075, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Mafia Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests other than the emails you have attached in your first message?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Sehr geehrter Attila,

vielen Dank vorab für Ihre Unterstützung. Anbei sende ich Ihnen die Antworten auf Ihre Fragen:

Ich habe leider keine Antworten auf meine E-Mails zur Selbstsprerrung bekommen. Stattdessen immer wieder Angebote für Boni, die Ernennung zum VIP, etc.

Wie eingangs schon beschrieben, habe ich auch im Online-Chat mehrfach nachgefragt, was mit meiner Sperrung ist und solche Antworten erhalten: Mehrfach habe ich im Chat nachgefragt, wann denn endlich mein Konto gesperrt wird. Ich wurde immer vertröstet, dass das etwas dauert. Oder, dass das weitergeleitet wird.

Die schlimmste Antwort war mal: "Wir schliessen das Konto erst, wenn Sie ich nicht mehr anmelden". 

Meine VIP-Betreuerin habe ich auch über WhatsApp kontaktiert. Da kamen aber auch nur neue Angebote. Auf den Selbstausschluss wurde entgegen anderer Nachrichten nicht reagiert.

Zur KYC-Verifizierung steht in meinem Account: "Es sieht so aus, als ob dein Konto nicht verifiziert werden muss. Viel Spass beim Spielen!" Es wurde ja auch zwischendrin ausgezahlt, ohne Nachfrage nach Verifizierung.

Liebe Grüße und vielen Dank für die Hilfe.

jo64075

Mein Problem hat sich letzte Nacht um 5250 Euro erhöht.

Dear jo64075,

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,

Attila G.

Hello jo64075,

I am sorry to hear about your troubles, I will be taking over your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. In case you receive any communication from the casino's side, please let me know. 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? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history? According to information at my disposal, the player has been asking the casino to exclude him from gameplay since 22nd of November.

Thank you in advance for closing the account and 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

Habe nochmals eine Mail versendet. Martin ist in Kopie.

Liebe Grüße

J.

Dear jo64075,

I hope this message finds you well.

We sincerely appreciate your understanding and apologize for any inconvenience this situation may have caused.

We are currently investigating this matter and will respond to you with a comprehensive reply at our earliest convenience.

Thank you very much for your patience and support as we work to resolve this issue.

Best regards,

MafiaCasino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your internal investigation.

Dear jo64075,

We are contacting you to provide a formal update on your account, which is currently closed.

We would like to clarify the timeline regarding this closure. Although you expressed a desire to close your account via Live Chat on 22 Nov 2025, Customer Support correctly informed you at that time that a formal request must be sent via email, as required by our Terms and Conditions.

However, based on our review of all available communication, we have no record of an email request being submitted. Consequently, your account remained open until the current date.

Furthermore, we wish to bring to your attention the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

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.

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

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.

Best regards,

MafiaCasino Team

Sehr geehrte Damen und Herren, ich habe nachweislich mehrere Mails mit der Bitte um Sperrung des Kontos gesendet. Auch mit casino.guru in Kopie. Ich bitte daher um Erstattung.

Dear jo64075,

please forward me the emails in which you have asked the casino for self exclusion. I have of course seen the PDF files which include the full messages, but I believe it would be best if I could forward these emails straight to the casino representative in their original format.

Lieber Martin, ich habe eben die Mails im Original weitergeleitet.

Viele Dank für die Unterstützung.

Dear jo64075,

thank you for your continued cooperation.

Dear casino representative,

I have forwarded you some of the player's self-exclusion emails.

Dear Martin,

Could you please provide the reference number for the email sent with the player's email evidence, as we are unable to locate it?

Thank you.

Best regards,

MafiaCasino Team

Ich habe keine Referenznummer erhalten.

Dear Jo64075,

The question was addressed to a Casino Guru representative. However, if you have any evidence that you emailed our Support Team to request the closure of your account, please feel free to provide it in the form of a screenshot showing the date, addressee, recipient and full context of the message.

Thank you for your cooperation.

Dear Martin,

Could you please provide the reference number for the email containing the player's evidence of account closure? We are unable to locate it.

Thank you.

Best regards,

MafiaCasino Team

Dear casino representative,

I can also confirm I have not received a reference number after sending an email to your email address. Do you believe there is an issue with your email inbox? Alternatively, are there any blocked email domains?

That said, I’d like focus on the responsible gambling aspect of this case. Regardless of whether the request was sent via email or discussed through live chat or WhatsApp, the player repeatedly communicated gambling-related issues and a clear wish to stop playing as early as November 22.

From our perspective, this should have triggered immediate protective measures. Instead, the account remained active, deposits continued, and the player was even accepted as a VIP, which is difficult to reconcile with responsible gambling standards.

Dear Martin,

Following a thorough review of the player's account history and communication logs;

Regarding the communication: Our records show that although the player was directed to our email support team on multiple occasions, we have no record of receiving any emails from the address associated with this account. Furthermore, during several Live Chat interactions, the player never mentioned that they had already sent an email or were having difficulty doing so. Had this been mentioned, it would have prompted an immediate internal investigation into potential delivery issues.

While we are always happy to troubleshoot technical issues, customers must notify us if they are unable to use our standard communication channels. Without such notification, our team had no reason to believe that a request had been made.

Regarding the resolution: Despite the lack of recorded email contact, we acknowledge that the account closure was delayed once the matter was brought to our attention via this forum. As a gesture of goodwill and in line with our commitment to responsible gambling, we have decided to refund all deposits made since 16 January, when this matter was officially escalated to our team.

Kind regards,

MafiaCasino Team

Sehr geehrte Damen und Herren, das entspricht nicht der Wahrheit und ich widerspreche vehement. Ich habe per Mail von 3 verschiedenen Mailadressen und 2 verschiedenen Providern geschrieben. Sowohl an den Standard-Support, als auch an den VIP-Support. Seit dem 17.12.2026 auch über Whatsapp mit einer Dame Namens Julia, die aber dann am 19.01.2026 (was für ein Zuzfall) ihren Account bei WhattsApp wegen angeblich technischer Probleme aufgegeben hat und mich an Telegram verwiesen hat.

Diese Aussage ist nicht wahr: "Auch in mehreren Live-Chat-Gesprächen erwähnte der Spieler nie, dass er bereits eine E-Mail gesendet hatte oder dabei Schwierigkeiten hatte."

Eine Zusammenstellung der Nachrichten über

WhatsApp schicke ich an Martin. Meine Mails kommen ja angeblich nicht an.

Mit freundlichen Grüßen

jo64075

Dear casino representative,

thank you for outlining your position, your continued cooperation is appreciated.

Dear jo64075,

thank you for your continued cooperation. I believe the next best step is to provide me with a screenshot of the Self-exclusion emails you have already forwarded to me. By providing a screenshot from your email application, we will then be able to further prove their authenticity. Afterwards, I will forward them to the casino, along with the emails themselves again.

I can also confirm I have received the whatsapp chats you've mentioned. I however believe that it would be best if the screenshots - especially the earliest one - included the exact date and name of the recipient. This will strengthen their validity as relevant evidence.

Lieber Martin, ich habe Screenshots gesendet, die meine Mails sowohl an support@mafiacasino.com, als auch meine Mails an vip@mafiacasiono.com belegen.

Vielen Dank für weitere Unterstützung.

Liebe Grüße, jo64075

Dear casino representative,

I have forwarded the emails to you, along with a screenshot from the player's system.

Dear Jo64075,

Thank you for providing the requested evidence.

However, upon reviewing it, we found that the image is not clear enough and appears to be cropped. This prevents us from seeing the full context of the page and the email in question.

In order to investigate this matter thoroughly, could you please provide new screenshots in full-screen format? Please ensure that the entire window is clearly visible and unedited, including the sender's details, the date and time, and the full body of the email.

We appreciate your cooperation in helping us resolve this matter quickly.

Kind regards,

Mafia Casino Team

Lieber Casino-Vertreter,

wie können denn Screenshots unscharf sein? Ich habe auch nichts beschnitten. Gern kann ich neue Screenshots machen. Bitte geben Sie mir auf, welche gemeint sind. Ich weiss nicht, welche Martin weitergeleitet hat.

@Martin: Lieber Martin, sind die Screenshot bei Ihnen scharf und unbeschnitten angekommen? Ich sende die sonst gern nochmals. Sonst würde ich mich um eine erneute Übermittlung an das Casino freuen.

Vielen Dank und liebe Grüße

@MafiaCasino: Bitte lassen Sie uns eine ständige Verzögerung eines Ergebnisses vermeiden. Vielen Dank!

Dear casino representative,

I will send the screenshots again shortly.

Dear Martin,

Thank you very much for providing us with a clearer pictures of the situation regarding the emails.

We will forward them to the relevant team for review and will update you accordingly.

Kind regards,

Mafia Casino Team

Dear casino representative,

thank you for the update, we will be awaiting a response from your team.

Dear Jo64075,

Thank you for your patience as we conducted a technical analysis of the evidence provided.

Upon a detailed review of the screenshots of your sent folder (STRATO webmail), we observed an exclamation mark symbol (!) next to the emails in question. According to the technical specifications of your email service provider, this symbol indicates that the messages were not successfully delivered due to technical issues on the sender's end.

As these emails never reached our servers, we remained entirely unaware of your intent to close the account until the forum complaint reached us on 16 January. Furthermore, since no follow-up was made regarding the lack of a response to those failed delivery attempts, we had no way of knowing a request had been initiated.

In the interest of a fair and reasonable resolution, we are prepared to offer a refund of losses incurred from 16 January onwards—the date we were officially made aware of the situation.

Please let us know if you accept this proposal so we can proceed with the necessary adjustments.

Kind regards,

Mafia Casino Team

Sehr geehrter Casino-Vertreter, damit bin ich nicht einverstanden.

Ihre Aussage "Laut den technischen Spezifikationen Ihres E-Mail-Anbieters bedeutet dieses Symbol, dass die Nachrichten aufgrund technischer Probleme beim Absender nicht zugestellt werden konnten." ist falsch. Das Ausrufezeichen bedeutet, dass die Mail mit der Wichtigkeit "hoch" versendet wurde (so in jedem Mailprogramm üblich). Im Falle eines Zustellfehlers hätte ich eine separate Mail mit der Unzustellbarkeit von Strato bekommen.

Des weiteren belegen auch die Chatverläufe über WhatsApp, dass das Casino im Bilde war.

Der 16. Januar als Stichdatum ist nicht akzeptabel.

@Martin: Haben Sie auch die Chatverläufe weitergeleitet? Und Ihre Mail an den Support kam ja auch nicht an.

Um eine schnelle Lösung zu finden, würde ich bei einem Stichtag im Dezember bei einer Einigung mitgehen. Das wäre ein Kompromiss.

Mit freundlichen Grüßen

Dear jo64075,

I have sent you an additional email.

Dear casino representative,

thank you for your continued involvement in this case, we are currently investigating further. In the meantime, the player has provided us with a copy of another advertising message he has received. Please delete his email address from the casino's mailing list.

Lieber Martin,

ich habe Ihre Mail mit 2 Mails gerade beantwortet.

Liebe Grüße

jo64075

Dear jo64075,

thank you for your continued cooperation. I have received all of your emails.

Dear casino representative,

after further investigation, we have confirmed that the exclamation mark shown in the player’s STRATO sent folder does not indicate a failed or undelivered email. As we presumed at first, it simply marks the message as sent with high importance, which is a standard email function. In case of a delivery failure, STRATO would generate a separate bounce-back notification, which is not present here.

Based on this, we continue to believe the player's self-exclusion requests are valid.

Dear all,

We would like to inform you that your case has been escalated to the relevant department for the futher investigation. Thank you for your patience.

Kind regards,

Mafia Casino Team

Dear casino representative,

thank you for keeping us updated, we will be awaiting the results of the additional review.

Dear all,

We wish to confirm that this matter remains under active investigation by our specialized team. We appreciate your patience while we finalize our review and will revert back with a conclusion shortly.

Kind regards,

Mafia Casino Team