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?

I still haven’t received an email. What I will do is send all the information to support email and cc Michal on it

I never received an email. So what I did was messaged support@mafiacasino.com with the information and cced you Michal.

Dear Johnyboi,

Could you give me an update on the situation?

Firstly, I only received an email from them after reaching out to support. I sent them all information required. Then they emailed me back saying they needed full details written out no images of void checks. So I sent them the information in writing this time. I have been cc’ing you on all emails. Still waiting to hear from them. Can you confirm you are receiving the emails?

Dear Johnyboi,

I confirm I've received the email.

Dear Mafia Casino,

Could you give us an update on the current status?

Dear Johniboi,

Thank you for the information you have provided.

We have forwarded the bank details to the relevant department to initiate the refund.

We will keep you updated on the transaction's status.

We appreciate your patience and cooperation.

Kind Regards,

MafiaCasino Team

Dear Mafia Casino,

Thank you for the update. Please let us know here as soon as the refund is processed.

Dear Johnyboi,

We have followed up with you privately in the email thread containing your bank details to request some additional information.

Once this information is provided, we can proceed with your refund.

Thank you for your continued patience and cooperation.

Kind Regards,

MafiaCasino Team

Dear Johnyboi,

Please proceed according to the casino's instructions.

This must be a joke… good faith? You’re toying me around like a yoyo. All information was sent from the first email. Michal you are also cc’ed on each email… you can obviously see that they received the proper information…. Not to mention I keep responding to every single email they send me (which you’re also cc’ed on). Maybe stop buying some time and send me the refund as fast as you took the 26 000 cad …

Dear Johnyboi,

I would like to refer back to the casino's reply in this thread from three weeks ago regarding the "goodwill" amount of 6890 CAD that the casino is willing to refund. We believe this offer is fair, especially considering your request for self-exclusion on January 28th and the closure of your account on February 2nd. This timeframe, which includes a weekend, seems reasonable to us. I initially had the impression that you were agreeable to this solution. Could you please help me understand why it appears that you are now hesitant to accept the proposed refund?

I would really like to understand where exactly I showed hesitance ? I’m not hesitant. I’m in financial distress it’s taking more than 3 weeks. My mother passed away December 29th had to pay the funeral not to mention I’ve been in the hospital the last month with a newborn of 33 weeks. It’s just really frustrating. I really need the money.

Dear Johnyboi,

Thank you for providing the necessary bank details. Your refund has now been initiated and marked as a priority. You should see the transaction completed shortly.

We will keep you updated once it will be successfully completed.

We would like to thank both you and Michal for your continued patience and cooperation throughout this process.

Kind Regards,

MafiaCasino Team

Dear Johnyboi,

I am truly sorry that you are going through a tough time like this. Hopefully, this issue will be resolved soon. Please let me know as soon as you receive the payment, so we can close this complaint as resolved.

Dear All,

We hope this message finds you well.

We are pleased to confirm that the refund was successfully processed on March 19, 2026.

Should you have any further questions, please feel free to contact us.

Thank you all for your continued patience and cooperation.

Kind Regards,

MafiaCasino Team

would be nice to receive the rest of the funds... but we can't all be good. I'll take what I can get.

Dear Johnyboi,

We're happy to hear that your payment has been completedI appreciate your feedback and understand that you may not be entirely satisfied with the outcome. However, I would like to inform you that the disputed amount in this complaint has been adjusted to reflect the current value. This adjustment is based on our thorough investigation and aligns with the amount for which you are eligible. Thank you for your understanding. Therefore, we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru