The player from Germany filed a complaint against Mafia Casino for not responding to his inquiries or providing an overview of his deposits. He faced a legal issue as he was banned from OASIS and believed that the casino's actions violated German regulations by allowing him to gamble despite his exclusion. He demanded repayment of at least 70% of his losses due to what he saw as irresponsible behavior from the casino. The Complaints Team concluded that the casino operated without a German license, making it unable to comply with local responsible gambling measures. Since the player did not provide sufficient proof of a self-exclusion request, the team was unable to assist further in claiming reimbursement for losses, leading to the closure of the complaint.
Mafia Casino - Player's questioning responsible gambling practices.
Insufficient evidence from player
Amount: €7,500
Mafia Casino
Safety Index:HighCase summary
Translation
Dear CasinoGuru Team,
I hereby file a complaint against Mafia Casino.
Despite several attempts to contact them, I have received no response, and I have still not received an overview of my deposits. Furthermore, the casino is refusing to pay out my losses, even though I am entitled to them.
Important legal aspect:
I am banned from OASIS and therefore officially excluded from gambling. The fact that I was nevertheless allowed to play constitutes a clear violation of German regulations.
In this context, it is particularly critical that:
My obviously frustrated and problematic gaming behavior should have been recognized on several occasions.
This was a clear indication of a gambling problem.
Instead of protecting me, blocking me, or complying with my request to close the account,
I was constantly encouraged to continue playing and depositing again with bonus offers and enticing promises.
In my view, this behavior is irresponsible and contradicts the principles of player protection.
I therefore demand repayment of my losses.
I am generally open to a counteroffer, however, I expect to receive at least 70% of my losses back. Should the casino continue to fail to respond, I will take legal action and my lawyer will become involved.
I request that you review my case and ask the casino for a statement in order to reach a timely solution.
Thank you for your support.
Best regards
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Dear MCLovin0312,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.
Please understand that Mafia Casino does not operate with a license issued by the German government; therefore, they do not have access to the national register. In other words, because Mafia Casino operates without a necessary license, it is not possible for them to comply with German-specific responsible gambling measures, such as the national registry. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing.
- Could you please advise if you have ever informed the casino about your gambling problem?
- Also, do you currently have access to your casino account?
Thank you for your reply.
Best regards,
Kristina
TranslationI didn't inform the casino using the exact words "gambling problem." However, I made it clear several times that I wanted to delete or close my account because I felt uncomfortable and lost control.
These indications were clear, and my situation should have been recognized as problematic.
Despite these requests, I was repeatedly bombarded with offers, bonuses, and motivational statements such as:
"Sometimes you have to play longer to win – so keep at it."
I was confronted. This kind of response shows that my condition should have been recognized. Instead of granting my request for closure, I was encouraged to continue playing.
The account was eventually closed, but only much later, and not at the point when I had repeatedly requested it. This is what led to the significant losses in the first place.
Furthermore, I am completely banned from OASIS, which shows that I am not suitable for gambling at all. For this reason as well, the casino should have taken my warnings more seriously.
I therefore request that my case be reviewed again, as there has been a clear violation of fundamental player protection standards – regardless of whether a German license exists or not.
TranslationI have repeatedly requested closure, but each time attempts were made to continue making payments.
No player protection, and it doesn't matter if you gamble away your house and home.
It is not difficult to gain access to the Oasis speile database.
I often said I wanted to slow down. Every time, I received offers that were tied to deposits.
TranslationI have repeatedly and unambiguously requested that my account be closed or that a break be taken because I have suffered greatly from my losses.
Some examples from my emails to Mafia Casino:
"Therefore, I want to have my account with you deleted."
"I would like to have my account deleted."
"If not, as I said, I would like to close my account immediately."
"I said I want to take it easy for a while..."
In addition, I clearly wrote that I had lost all my money ("I really lost everything!!!") and that I was desperate.
It was clear to anyone reading these messages that I had a problem with gambling and desperately needed a ban.
Nevertheless, the casino did not protect me, but actively encouraged me to continue playing.
The casino's answers speak for themselves:
"I look forward to hearing from you and wish you lots of fun playing."
"We can work together to see how you can make even better use of your opportunities."
I keep getting new bonuses, right after I said I wanted to quit.
Bonuses were tied to new deposits, even though I explicitly stated that I was experiencing significant losses and actually wanted to reduce my spending.
This approach is the opposite of "responsible gaming".
Instead of closing my account or taking a break, I was constantly pressured to continue playing through bonuses and motivational messages.
This has significantly increased my losses.
The news clearly shows:
I was a player at risk.
The casino knew about it.
Nevertheless, it actively tried to encourage me to continue playing and depositing money.
My repeated requests to close the account were ignored.
I therefore ask for your support once again, as there has been a clear violation of fundamental principles of player protection.
I didn't "play normally"; the casino took advantage of my situation, even though my emails clearly indicated a gambling problem.
Thank you so much for your help.
Dear MCLovin0312,
I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.
Since you didn't provide sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.
When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, 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.
Above all, 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)
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.
