Mafia Casino - Player's asking for a refund.

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Dear lifewayz,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. I have checked the Responsible Gambling policy, and this is what I found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mafiacasino.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.

• Could you please advise whether you informed this casino about your gambling problem before depositing?
• Do I understand correctly, based on the attached information, that your Mafia Casino account has been closed?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Make my comments public as well, why protecting provider?

Thank you for your reply, lifewayz. Although I get your point of view, we have a strict policy when it comes to addressing complaints about group self-exclusions. Unfortunately, since you didn't inform the casino about your gambling problem before depositing, we are unable to assist you with a deposit refund.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.