Mafia Casino - Player's account request is delayed.

I messaged the casino several times to block my account because I had a serious issue gambling. They were buying time while I emptied out all my accounts savings and more…

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mafia Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication? (newsletters, ads)
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@mafiacasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Mafia Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Is your account currently accessible to you?

after back and forth several times they finally blocked me. But not before calling me and offering me 8000$ in bonus money to continue playing. I told them I’m in big trouble and I really can’t I’m begging for a refund. I have a serious problem. Then they blocked my account.

Have you unsubscribed from the casino's marketing communication? (newsletters, ads)

they still keep sending me newsletters. How do I unsubscribe?

Could you please share the communication in which you informed the casino about your gambling issues?

I wrote on live chat but don’t have access to it anymore but I’ll send you all emails.

When was the last time the casino allowed you to deposit?

february 2nd

Dear Johnyboi,

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, Michal (michal.v@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,

Tomas

Hello Johnyboi,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Mafia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear All,

Thank you for reaching out to us.

We have received your inquiry and are currently reviewing the details of your case.

Our team is conducting a thorough assessment to ensure we provide you with a comprehensive and accurate resolution.

We understand the importance of this matter and will provide a formal reply as soon as possible.

Thank you for your patience.

Kind Regards,

MafiaCasino Team

Dear Mafia Casino,

Thank you for your prompt response. We look forward to hearing from you soon.

Dear All,

Following a thorough internal review of the case, we can confirm that the player submitted his confirmation of closure request on 30 January, but we only closed the account on 2 February.

As a gesture of goodwill, we are happy to return 6890 CAD.

This amount is equal to the player's net loss after the 24-hour period from 30 January 2026, when the player finally confirmed closure, until the delayed closure on 2 February 2026.

To proceed with the refund, kindly provide us with the details of your bank account in the following format:

(We will forward this same request privately via email to the player so that he can share privately the Bank Details requested)

• Full Name (please include all names including middle names)
• E-mail
• Address
• City
• Postcode
• Account number (it should consist of Transit, FIN, body)
• Bank Name
• Bank address (full address of the Bank)
• Bank country
• BIC/SWIFT

If you have any further questions or require assistance, please don’t hesitate to let us know.

Thank you for your patience and cooperation.

Best regards,

MafiaCasino Team

Thank you, Mafia Casino, for the reply and for your willingness to resolve this case.

Dear Johnyboi,

Can you confirm you've received the email from the casino?