The player from Bavaria informed the casino of his gambling addiction and requested account closure on November 1, 2025, but the casino failed to close the account and continued to send promotional messages, leading to further deposits. He seeks a full refund of all deposits made since his notification, citing a breach of duty by the casino.
Mafia Casino - Player's account remains open despite request for closure.
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Waiting for Casino Guru to reply
6d 7h 56m 27s
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
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Public
4 days ago
Translation
Hello everyone,
On November 1, 2025, I informed the casino about my existing gambling addiction and explicitly requested that my player account be closed.
I was then asked to confirm that any existing balance would be forfeited in the event of account closure. I gave this confirmation. At that time, there was no balance in my account.
Despite my notification and explicit request, my account was not closed. Instead, I continued to receive regular promotional messages, and my account was even credited with free bonus credits on several occasions.
This ultimately led to me making further deposits. The casino was demonstrably aware of my gambling addiction, yet it neither implemented the requested account closure nor took any measures to protect players.
On the contrary: the continued advertising and the granting of bonus credits further encouraged my problematic gambling behavior.
In light of this, I consider the casino's conduct a serious breach of its duty of care and protection. Therefore, I demand a full refund of all deposits I have made since my notification of November 1, 2025.
Automatic translation:
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16 hours ago
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16 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did you receive any confirmation from the casino in November 2025 that your account had been successfully closed?
- When did you first realize that the casino had not closed your account?
- Did you contact customer support between November 2025 and May 2026 to follow up on your self-exclusion request? If so, which communication channels did you use?
- Kindly forward any subsequent self-exclusion requests that you sent after discovering that your account was still open to veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
