The player from Austria has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.
Mafia Casino - Player’s winnings haven’t been received yet.
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Mafia Casino
Safety Index 8.0 HighCase summary
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3 weeks ago
Translation
I request your assistance regarding significant problems with Mafia Casino.
I won a total of around €40,000 there. Initially, as a VIP Level 4 customer, I received approximately €8,000 without any problems.
After my winnings, my VIP status was downgraded to level 1. Since then, my withdrawal options have significantly worsened. Currently, there is approximately €30,000 left in my player account.
My current withdrawal request has been open for significantly longer than the processing time of three working days stated on the Mafia Casino website.
I contacted support and requested a specific explanation for the delay and a payout. Instead of an answer to my questions, I only received a standard message apologizing and asking for patience. No specific reason or payout date was given.
Additionally, I can now only request €500 per withdrawal, with a maximum of three withdrawals per day. However, I can only submit new withdrawal requests once the previous ones have been fully processed. This means that any delay will also postpone all subsequent withdrawals. Under these conditions, the withdrawal of my remaining balance of approximately €30,000 is being unnecessarily prolonged.
Furthermore, I continue to regularly receive bonus and promotional offers via email, even though my withdrawals are still pending. I have attached screenshots of these offers. I have no intention of gambling away my balance again, but I find this advertising during the pending withdrawal period noteworthy.
I am attaching screenshots of my account balance, pending withdrawals, email correspondence with the casino, and bonus offers to my complaint.
I request that Casino Guru review my case, contact Mafia Casino, and assist me in ensuring that my legally won funds are paid out in accordance with the published terms and conditions.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear sebastiand,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
Dear sebastiand,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
Dear Karla,
Thank you for your message.
Unfortunately, my issue has not been resolved.
Today, 14 days have passed since my withdrawal request was submitted, and it has still not even been processed or approved. According to Mafia Casino, withdrawals should normally be processed within approximately 3 days.
In addition, Mafia Casino has stopped responding to my emails completely. I only continue to receive promotional bonus emails encouraging me to deposit and play again, while my questions regarding my withdrawal remain unanswered.
I therefore kindly ask Casino Guru to continue investigating this case and to contact the casino again, as I believe this delay is unreasonable.
Thank you very much for your support.
Kind regards,
Sebastian D.
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2 weeks ago
Dear sebastiand, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
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2 weeks ago
TranslationDear Karla,
Thank you for your reply.
I have also sent you an email with all the requested information and screenshots.
To briefly answer your questions:
Yes, I have already successfully received approximately €8,000 in payouts when I was still a VIP member. 
It was level 4.
Yes, my account is fully KYC verified.
I played without an active bonus.
I played exclusively casino games.
After my first withdrawals, my VIP status was suddenly downgraded from VIP Level 4 to VIP Level 1, significantly reducing my withdrawal limit. I currently have around €30,000 remaining in my player account. With such a high balance, these withdrawal limits are extremely low, meaning a full payout would take many months.
Mafia Casino has also confirmed in writing that my entire remaining balance will be paid out. My complaint is therefore not about receiving my money, but about the combination of the very low withdrawal limits after my VIP status was downgraded and the repeated delays in processing my withdrawal requests. Although the casino states that it processes withdrawals within three business days, my withdrawal requests are not even processed within that timeframe.
Please also note that the €500 payout shown in the screenshots was accidentally cancelled by me and is not part of my complaint.
I would ask you to take a close look at the attached screenshots and my email, as these clearly document the entire situation.
Thank you for your time and support.
Best regards
Sebastian D.
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1 week ago
Dear sebastiand,
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, Michal V, (michal.v@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,
Karla Mayfly
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1 week ago
Hello sebastiand,
My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Mafia Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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1 week ago
TranslationHello Michal,
Thank you so much for taking on my case.
I would like to add some important information:
I won a total of around €40,000.
After approximately €8,000 had already been paid out, my VIP status was suddenly downgraded from VIP 4 to VIP 1.
The demotion occurred even though I was still actively playing and making deposits at that time. Therefore, the later explanation of 90 days of inactivity cannot be valid in my view.
The downgrade reduced my withdrawal limit to €7,000 per month. Therefore, I would have to wait several months for the remaining approximately €32,000 to access my own money.
In addition, my withdrawal requests were repeatedly not processed within the processing time specified by the casino.
I have repeatedly asked Mafia Casino for a concrete explanation as to why my VIP status was downgraded, what criteria are used to assign VIP levels, and whether my withdrawal limit can be increased. Instead of specific answers, however, I only receive generic, standard replies.
I hope you can raise these points with the casino. Thank you for your support.
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1 week ago
TranslationUpdate:
To date, all three payment requests remain in the "processing" status:
July 4, 2026 – still being processed
06.07.2026 – still being processed
July 7, 2026 – still being processed
According to the casino, payouts are processed within 3 working days (Monday to Friday).
The payments from July 4th and July 6th have already exceeded this processing period. For the application from July 7th, the third working day ends today.
Unfortunately, this is not an isolated incident. My previous payouts were also processed significantly later than announced.
I request an explanation from the casino as to why the stated processing times are once again not being met, and that all outstanding withdrawals be processed as quickly as possible.
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4 days ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 days ago
Dear Player,
We would like to inform you that the relevant department is currently reviewing your case.
Rest assured that we will notify you promptly once there is an update.
Kind regards,
Mafiacasino Team
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4 days ago
TranslationThank you for your feedback.
However, I'm still unclear about exactly what's being checked. The casino has already confirmed in writing that my entire balance will be paid out (see screenshot above). If that's already certain, what's the remaining problem?
According to your terms and conditions, withdrawals should be processed within 3 days. In reality, I've sometimes had to wait almost 3 weeks for processing. An employee even apologized and confirmed that my balance would be paid out. Nevertheless, I haven't seen any improvement to this day – processing times continue to be regularly exceeded.
This is currently causing me a significant disadvantage. I requested withdrawals on July 4th, 6th, and 7th. All three were initially processed together. Had the withdrawal from July 4th been processed on time, I could have requested another withdrawal on July 8th. Instead, I wasn't able to request another €500 until July 11th or 12th. This is unnecessarily delaying the payout of my balance.
My downgrade remains incomprehensible to this day. I have received several different explanations. One message cited the ratio of deposits to withdrawals, another my activity over the last 90 days. I therefore request a concrete explanation of which rule from your terms and conditions was actually applied in my case and how it was calculated.
Additionally, I've received emails offering to increase my daily withdrawal limit to €1,000. To do this, I would first have to play again and generate €30,000 in turnover. This would mean taking on significant risk once more, just to be able to withdraw an extra €500 per day. At the same time, my current withdrawals aren't even being processed within the allotted time. This seems contradictory to me.
Finally, I would like a clear explanation of what happens next. Should I expect a further downgrade or an even lower withdrawal limit during the current payout of my balance, even though the delays are not my fault?
I still hope that my rightfully won credit will now be paid out in full and without further delays, especially since this has already been confirmed to me in writing.
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2 days ago
Dear sebastiand,
I understand your frustration. I suggest we wait for the casino's message, and we will go from there. Your patience is greatly appreciated.
Dear Mafia Casino,
We are waiting to hear from you.
