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

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Dear Candy54,

Thank you very much for submitting your complaint. We are sorry to hear about the problem you are experiencing with your account.

To better understand your situation and assist you in resolving this issue, could you please provide us with more information by answering the following questions:

• Are you currently able to log in to your account?
• Can you please confirm the specific dates when you attempted to self-exclude from the casino, as well as the dates when you made deposits and continued playing?
• Can you please confirm that you have never received any confirmation emails regarding your self-exclusion request?

Your cooperation in providing these details will help us investigate the matter thoroughly and work towards a resolution.

We hope to be able to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

As of Last night , I cant login.

I have attached their email that I finally received.

I have deposited everyday almost since the 29th. The 600 im asking to be refunded is on the low end.

Since they closed the account as of last night I cant screen shot transaction history. It would show my e transfers in my bank though.

I first contacted them to self exclude via email on the 29th of December, there was no response. I initially had tried via the chat option but apparently they cant self exclude through chat.

Following day I contacted the chat and again they kept telling me to be patient.

Jan 3rd I sent another request Via email. ( i have giving you screen shots) asking for this to be done immediately. No response.

I spoke with chat agents basically begging for them to close it or speed this up. They just sais to email.

Yesterday I sent another email, claiming I would take legal action in someway if they do not let me self exclude , due to responsible gaming laws. Thats also where I demanded a refund for my deposits since the 29th.

I then went on the chat again and basically reiterated that this is against responsible gaming laws and the girl said she would escalate it

Which she obviously did because it did finally get closed.

However, Im sure they have records of the many attempts I asked chat to escalate and that nobody was responding to my emails.

Im hopeful now to get atleaat some of the money back from the 29th because I simply wouldnt have been able to gamble I'm they dealt woth this accordingly. I have a gambling problem and waa trying to address it the proper way

Dear Candy54

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 Matej (matej.l@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,

Petra

Hello Candy54, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Mafia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Candy54,

Thank you for your patience while we look into this matter.

We would like to inform you that the relevant team is currently reviewing your case, and we will notify you as soon as an update becomes available.

In the meantime, to help us locate your previous correspondence, could you please provide the reference numbers for the emails you sent on December 29th and January 3rd? While these emails appear in the screenshots you provided, we have been unable to locate them in our system.

These reference numbers are typically generated once an email is submitted. Our records indicate that your communications have primarily been conducted via live chat, with the exception of your email dated January 8th, 2025, upon which your account was closed.

Once we have these reference numbers, we will be able to conduct a more targeted search for your missing messages.

Kind regards,

Mafia Casino Team

Dear Candy54,

Thank you for your patience while we conducted a thorough review of your case.

Having investigated our records, we were unable to locate the specific correspondence relating to the timeframe you referenced. As no reference number was provided to assist in the search, we have applied our standard protocol for self-exclusion claims.

This protocol involves a 24-hour processing window starting from the date your claim was received on January 3, 2026. Consequently, we are prepared to offer a refund of your net losses incurred from January 4, 2026, until the date of account closure. This totals 343 CAD.

Please let us know if you accept this resolution as a final settlement so that we may proceed with the payment.

Best regards,

Mafia Casino Team

I would like to thank both sides for further clarification and information.

Dear Candy54, after checking your screenshots, I can confirm the first time gambling addiction has been mentioned as a reason for the account closure, was on 3rd January 2026. Unfortunately, the message from 29th December 2025 does not state a reason for the account closure, therefore even under Casino Guru's player protection rules, this request is considered a regular account closure.

To elaborate - since many players use "self-exclusion" as a synonym for account closure, we always suggest to openly mention gambling addiction as a reason for this decision. Any account closure request - even if mentioning self-exclusion - is treated as regular closure unless issues with gambling are mentioned.

Due to the above, I would like to ask if the offered sum of 343 CAD does make a total in your deposits made after 4th January 2026 and I would also like to know whether you had any balance on your account at the time of closure. And of course - whether you are satisfied with this outcome or if there are more issues that needs to be resolved first. Thank you.

Dear Mafia Casino, while waiting for the player's response, could you please confirm the account has been closed indefinitely, with no option for reopening and all the marketing communication has ceased? Thank you.

Dear Matej,

Thank you for your follow-up regarding this case.

We can officially confirm that the player's account has been closed indefinitely, with no possibility of reopening in the future. Furthermore, we have ensured that the player has been removed from all marketing lists, and all outgoing promotional communication has ceased.

Kind regards,

Mafia Casino Team

I appreciate the account closure.

But I have yet to receive the 343 offered for deposits since Jan 3.

When I requested closer there was no balance on the account.

So I ask again for them to send me the 343 and we can close this matter

Dear Candy54, refund processing may take a few business days, so please be patient. Ensuring your account has been properly self-excluded had a higher priority in this case.

I would like to thank the Mafia Casino for confirmation of the self-exlusion. I will now swap the timer your way again. Please, let us know once the refund has been processed on your end. Thank you very much.

Dear Candy54,

We have emailed you regarding your refund.

Kindly asking you to check your personal email and reply to us.

Kind regards,

Mafia Casino Team

Dear Mafia Casino, as per the post above, would you be able to confirm the necessary details via alternative e-mail address?

Email suggesting to reset password but I cannot because im locked from account for the self exclude.

My method of payment hasn't changed

Dear Candy54, if you do not provide the casino with requested payment information, the refund will not be possible to process. This is to ensure they are sending the money to the correct person. None of the information they require will allow them to access your payment method account, and if you are truly worried, you can always delete the message from your Sent mailbox. Thank you for your understanding.

I have now replied to email woth all info requested for refund.

And attached a voide cheque and all banking details

Dear Candy54,

Thank you for providing your details; however, we noticed that some of the required information was missing.

To ensure your refund is processed accurately and without further delay, please complete the template below with your full banking details:

• 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

Regarding account number:

• Transit number (5 digits)

• FIN (3 digits)

• Account number (up to 12 digits)

Example

Transit number=55555

FIN=333

Account Number=9999999

Once you have provided the complete details above, our finance team will proceed with your payment immediately.

Kind regards,

Mafia Casino Team

Do I post that information here?

Or do I email?

This information was all given in the email I had sent and the void cheque was attached that has all requested information.

So im confused why I need to send again. This needs tk be addressed

Do I post that information here?

Dear Candy54, please under no circumstances ever post your personal information online. Not here, not anywhere else. Websites and forums are crawled by malicious people and bots constantly, and if your personal or banking details ends up in the wrong hands, it will cause you a lot of trouble. You may get robbed, or your details could be misused for fraud without you even knowing. When handling your personal data, always assume someone is watching, and only use secure channels of communication. In this case it would be official e-mail address of the casino support team. Please, stay safe.

Dear Mafia Casino, can you confirm whether you have received all the necessary information and are able to process the payment? Thank you.

Dear Candy54,

We have emailed you regarding your refund.

Kindly asking you to check your personal email and reply to us.

Kind regards,

Mafia Casino Team

Hello Mafia Casino,

I have replied to your email with ALL information requested.

Please process right away so we can move forward and close this issue.

Thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Candy54,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej