Mafia Casino - Player’s self-exclusion request is delayed.

Bonjour,

je souhaite porter plainte contre le casino Mafia Casino car j’ai demandé il y a plusieurs jours d’être banni à cause de mon addiction et je ne suis toujours pas banni et j’ai effectué un dépôt de 600€ et un autre de 1000€ aujourd’hui que je souhaiterai récupérer donc 1600€ en tout et aussi être banni pour que cela ne se reproduise plus merci .

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.

Am I correct in understanding that you requested to be self-excluded on Saturday, August 16?

Have you received any response from the casino regarding your request? If so, kindly forward it to me, along with your original self-exclusion request, at veronika.f@casino.guru.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Bonjour,

merci pour votre réponse rapide.

j’ai demandé en effet à être auto-exclu le samedi 16 août et je n’ai eu aucune réponse.

je n’ai pas effectué le retrait donc, non, je n’ai pas fait la vérification KYC du compte.

s’il vous plaît, aidez-moi à récupérer mes dépôts pour un total de 1600€ ( preuves en annexe ainsi que le mail initial qui est le seul ).

Cordialement, Nicolas W.

Please forward me the original email of your account closure request, together with the casino’s responses or any previous correspondence you had, to veronika.f@casino.guru. The screenshot you sent is not sufficient for us to continue with the investigation. Thank you for your understanding.

Bonjour Véronique,

suite à votre demande, le mail avec vos demandes vient de partir sur votre boîte mail.

merci de m’aider s’il vous plaît.

cordialement, Nicolas W.

Thank you for your email. Could you kindly confirm that the casino first replied to your self-exclusion request on August 19?

Has your account been permanently closed in the meantime? If so, kindly specify the exact date of the closure.

Bonjour,

oui je confirme que mafia casino a répondu à ma demande seulement le 19 août et pure de mon compte a été effectuée le 20 août.

cordialement, Nicolas W.

According to the available evidence, you submitted your self-exclusion request on August 16, and the casino closed your account on August 20. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Mafia Casino acted promptly and restricted your account access within a reasonable timeframe of a few working days. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.