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

Habe in diesem Casino, über 3.000€ eingezahlt, nie was gewonnen, nach etlichen Aufforderungen mein Konto zu schliessen/sperren, wurde die Anfrage nur ignoriert, oder ein Bonus zugeschrieben der mich an der Seite festhalten soll, habe mich locker 10mal an das Casino gewandt, um mich zu sperren

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Dear Marko1717,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me all the account closure requests you sent to the casino along with the casino's responses? Have you mentioned gambling addiction or gambling-related harm in any of your requests? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Marko1717,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru