The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. He reported repeated delays in processing withdrawals, a sudden downgrade from VIP/account level 4 to level 1, and a reduced monthly withdrawal limit of €7,000, while his remaining balance was over €20,000. We asked the casino to clarify the downgrade and the limit rules, and the casino confirmed that account levels and limits were set automatically based on activity, deposits, withdrawals, and bonuses over the past 90 days, with the €7,000 limit applying per calendar month. The complaint was marked as resolved because the later withdrawals were processed successfully, and he confirmed that payments were then going through without further delay. The complaint was later reopened due to the withdrawals being delayed, and the player unfortunately lost the remaining funds before they could be withdrawn. This led to the complaint being rejected.
Mafia Casino - Player’s winnings haven’t been received yet.
Other
Amount: €32,026
Mafia Casino
Safety Index 8.0 HighCase summary
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.
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.
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
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.
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.
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
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.
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
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
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.
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.
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.
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
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.
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.
Dear Player,
We are writing to provide an update on the status of your recent withdrawal requests.
Your submissions from July 13, 14, 15, and 16 have been successfully processed and completed on our end. Please note that depending on your bank's processing times, it may take 3 to 5 business days from the processing date for the funds to reflect in your account.
Rest assured that your subsequent withdrawal requests from July 17, 18, and 19 have already been forwarded to our payments department. You will receive an email notification as soon as these have been processed.
Thank you very much for your patience and cooperation throughout this process.
Kind regards,
MafiaCasino Team
TranslationI can see in your system that the payments hadn't actually been processed yet. As soon as you release a payment, the money is always immediately in my bank account. Therefore, the stated bank processing time of 3-5 business days doesn't apply in my case.
Furthermore, I request that you increase my monthly withdrawal limit from the current €7,000 to at least €10,000. The delays were caused solely by the slow processing of your payments department and not by me. It would therefore only be fair to adjust the limit accordingly.
Dear Player,
Please rest assured that your withdrawal request submitted on July 21 has been forwarded to the relevant department. You will receive a notification as soon as it has been processed.
Regarding your inquiry about increasing your withdrawal limits, please note that limits vary depending on your account level. Account levels are calculated automatically by our system based on your activity, deposits, withdrawals, and bonuses over the past 90 calendar days. Because this process is fully automated, we cannot manually modify account levels or limits.
Under your current account status (Level 1), your limits are:
Daily Limit: €500
Monthly Limit: €7,000
Active Requests: Maximum of 3 active requests at a time
We hope this clarifies your inquiry.
Kind regards,
MafiaCasino Team
TranslationThank you for your feedback. I'm pleased that the final payments are currently being processed. However, some key questions remain unanswered for me.
I was downgraded to account level 1 right at the start of my withdrawals. However, as the case progressed, I received several different and contradictory explanations for this. Initially, it was attributed to deposits and gaming activity, later to 90 days of inactivity, and now to an automatic calculation based on activities, deposits, withdrawals, and bonuses from the last 90 days.
To this day, I have not received a concrete explanation of the actual reason for my downgrade. Therefore, I would appreciate it if the casino would provide a clear answer to this question.
Furthermore, I would like clarification regarding the monthly withdrawal limit of €7,000. Does this limit always refer to a calendar month (from the 1st to the last day of the month) or to an individual period of 30 days starting from the first withdrawal? I would appreciate a clear answer here as well, so that I can understand when the full monthly limit will be available to me again.
Dear sebastiand,
I kindly request that you keep me updated on your withdrawals. Regarding your inquiry about the monthly withdrawal limit, it is generally understood to pertain to a calendar month. However, I recommendwaiting for the casino for a definitive answer to your question.
I look forward to hearing from you soon.
Dear Player,
Thank you for your follow up message.
As previously mentioned, account levels and withdrawal limits are evaluated solely by an automated system based on your activity, deposits, withdrawals, and bonuses over the past 90 calendar days. Because this process is fully automated, our team cannot manually alter or adjust account levels or limits.
Additionally, regarding your inquiry about the monthly withdrawal limit, we can confirm that this applies on a calendar month basis.
We hope this clarifies matters for you.
Kind regards,
MafiaCasino Team
TranslationThank you for your feedback.
I would like to confirm that all payments made since my complaint was processed have been handled without delay. Thank you for that.
Since today is August 1st, I have just requested a new payment. This has not yet been processed, so I would like to wait and see how things proceed.
My player account still has a balance of over €20,000. Therefore, I would like to politely request that Casino Guru not close the case for the time being.
Mafia Casino has repeatedly confirmed in writing that my entire balance will be paid out. I therefore request that future withdrawals continue to be processed correctly and within the stated processing times until my entire balance has been paid out.
Once it has been confirmed that the remaining payout process is proceeding smoothly in accordance with the casino's promises, I will of course confirm the case as resolved.
Thank you for your support and understanding.
Dear sebastiand,
In cases like this, provided that the payments are being processed successfully, we close the complaint as resolved. However, you will have the option to request that the case be reopened if any issues arise—for example, if the withdrawals become delayed or stop altogether.
Dear sebastiand,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
We’ve reopened this complaint at the request of sebastiand. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Mafia Casino,
I have been informed by the player that there are delays once again. Could you give us an update on the status of the payments?
Translation
I have added the photo as further evidence.
The payment requests from August 15th and 16th, 2026 should have been processed by August 19th, 2026 at the latest, taking the weekend into account.
I can check the status of the payouts in my account at any time and can therefore clearly see that they have not yet been processed.
Once Mafia Casino actually processes a withdrawal request, the money is, in my experience, immediately in my bank account. Therefore, it is not a delay on the part of my bank.
Due to the processing deadline being exceeded again, I am unable to submit any new withdrawal requests. This further delays my next withdrawals and the full payout of my balance.
TranslationUpdate 24.08.2026
Unfortunately, the problem with my withdrawals persists.
August 15, 2026
Requested a €500 payout – still pending.
August 16, 2026
Requested a €500 payout – still pending.
August 17, 2026
Requested a €500 payout – still pending.
MafiaCasino itself states a regular processing time of up to 3 business days. This timeframe has already been exceeded for all three withdrawals.
August 21, 2026
MafiaCasino support expressly apologizes for the delay and confirms that payouts are processed strictly in the order they are received.
23.08.2026
Alex from the VIP team apologizes again for the delay and confirms that he has forwarded the case to the relevant department so that the payouts can be processed faster.
August 24, 2026
All three payouts are still pending.
Another problem is the processing: On August 10th, 3 x €500 were paid out to my bank account simultaneously, and on August 17th, another 3 x €500 were paid out simultaneously.
Since a maximum of three withdrawals may be open at the same time, the delayed withdrawals from August 15th, 16th and 17th are currently blocking all my withdrawal options.
So far in August I have received €4,500. With the three outstanding payments, that would be €6,000. However, my monthly limit is €7,000.
I am therefore still €1,000 short, which I cannot even request at the moment due to the three blocked withdrawal slots. Because of these delays, there is a real risk that I will again not be able to fully utilize my monthly limit in August. This delay is not my fault.
Therefore, I would like a concrete answer from MafiaCasino:
Why are the stated 3 working days being exceeded again?
Why are my payments being processed repeatedly in batches instead of releasing the oldest requests individually?
And how am I supposed to use up my monthly withdrawal limit of €7,000 if late withdrawals block all three available slots?
I ask Casino Guru to keep the complaint open until this recurring problem is actually resolved.
Dear Player,
We are writing to provide you with an update on the status of your withdrawal requests:
August 15 Requests: Successfully processed and completed on our end today, August 24. Please allow 3 to 5 business days for the funds to reflect in your account, depending on your bank's processing times.
August 16 & 17 Requests: Scheduled for processing on August 25 and August 26, respectively.
August 24 Request: Successfully received and forwarded to the relevant department for processing.
Thank you very much for your patience and cooperation throughout this process.
Kind regards,
MafiaCasino Team
Dear sebastiand,
Please keep us informed about the status of your withdrawals.
TranslationThank you for the feedback.
The problem remains the constant delays in processing my withdrawals. As soon as a withdrawal is processed by you, the money is immediately in my account – the delay is therefore not with my bank.
It's particularly noticeable that withdrawals are now being processed with regular delays again since my case at Casino Guru was closed. While the case was open, withdrawals worked significantly better.
Due to these delays, I am now unable to even reach my monthly payout limit of €7,000, which means that the full payout of my balance is being pushed further and further back.
I therefore expressly ask Casino Guru to leave this case open for the time being, until it becomes apparent over a longer period that Mafia Casino actually adheres reliably to the stated processing deadlines.
The processing scheduled for today is that of August 16th, and that of August 17th is scheduled for tomorrow. I will report here whether these deadlines are met.
Dear Player,
We are writing to provide an update regarding your pending withdrawal requests:
- Withdrawal submitted August 17: Scheduled for processing on September 3
- Withdrawal submitted August 25: Scheduled for processing on September 1
Thank you for your patience and understanding while our payments team processes your funds.
Kind regards,
Mafiacasino Team
TranslationThis is no longer acceptable.
Mafia Casino itself confirms here that a withdrawal request from August 17th will only be processed on September 3rd – more than two weeks later.
This effectively prevents me from even reaching my monthly withdrawal limit of €7,000. Withdrawals that should have been processed in August are postponed until September, further blocking my limit for the following month.
Even more contradictory: Currently, there are only two payment requests pending, yet I cannot submit another request.
I therefore ask Casino Guru to explicitly consider this point:
What good is a monthly withdrawal limit of €7,000 if Mafia Casino prevents me from even reaching this limit through massive processing delays and the blocking of further applications?
This is no longer a minor delay. I expect a concrete explanation from the casino and a solution – not yet another request to simply wait several more weeks.
TranslationUpdate regarding my complaint:
Due to your constant delays, I am unable to even withdraw my regular monthly limit of €7,000.
And now Alex is seriously offering me a deal: I need to generate €10,000 in revenue so that I can pay out €500 more per day – for a maximum of 3 days, so an additional €1,500.
You're already struggling to keep up with regular payouts. So how is this "offer" even supposed to work?
Particularly absurd: The email even says, "While you wait for your payouts...". That pretty much says it all.
Hello sebastiand,
We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear Player,
We are writing to provide an update regarding your pending withdrawal request:
• Withdrawal submitted August 25: Scheduled for processing on September 4
Thank you for your patience and understanding while our payments team processes your funds.
Kind regards,
MafiaCasino Team
TranslationWhy is a payment request from August 25th only being processed on September 4th?
Due to your repeated delays, I was unable to reach my monthly withdrawal limit of €7,000 in August. Now the next withdrawal will be significantly delayed again.
I request a concrete explanation as to why the processing is taking 10 days this time and why the promised processing deadlines are still not being met.
TranslationUpdate regarding my complaint:
My payout has now simply been cancelled – and NOT by me!
I never cancelled this withdrawal or requested a cancellation. The cancellation was carried out by the casino.
After my payouts were delayed several times, and as a result I was unable to even use my monthly payout limit of €7,000 last month, now the next thing is happening: A payout that had already been requested is simply cancelled.
To me, this now looks like yet another method to delay my payouts. First, payouts are delayed until the very last possible moment, preventing me from reaching my monthly limit, and now a payout has been canceled without my intervention.
This is an absolute outrage to me and completely incomprehensible.
I ask Casino Guru to also consider this new incident in my complaint and to ask the casino for a concrete explanation: Why was my withdrawal cancelled even though I did not cancel it, and who initiated this cancellation?
I also expect that this will not result in a new processing time for me and that the payment will be processed immediately.
I've attached a screenshot of the cancellation as proof.
Dear Mafia Casino,
Could you tell us what happened with the last payment that was cancelled?
TranslationThank you very much, Michal.
I would like to explicitly state once again that I did not cancel the payment. The cancellation occurred without my consent.
Additionally, the original problem persists: Mafia Casino repeatedly takes too long to process my withdrawals. As a result, I cannot reach my monthly withdrawal limit of €7,000.
Due to the delays and now even the cancellation, I'm losing valuable days that I could use to request further payouts. This exact problem has been ongoing for quite some time.
I therefore request a concrete explanation from Mafia Casino:
Why was my payout cancelled, when will it be paid out, and how is it ensured that these delays do not negatively impact my monthly payout limit?
The problem therefore remains unresolved.
Dear Player,
We are writing to provide an update regarding your recent withdrawal requests:
September 3, 4, and 5 Submissions: These requests have been successfully forwarded to our financial team for processing. We will notify you as soon as the transactions are scheduled.
System Cancellation: A recent withdrawal request was automatically canceled by our system due to a brief processing timeout with our payment provider. Please rest assured that these funds have been returned safely to your main account balance.
Action Required for Returned Funds:
To re-process the canceled amount, please double-check that your saved bank/payment details are up to date and re-submit your withdrawal request.
We sincerely apologize for any inconvenience caused and appreciate your patience and understanding.
Kind regards,
MafiaCasino Team
TranslationI would like clear answers to my questions now, and no more standard texts:
Why was my payment request from August 25th only scheduled for processing on September 4th, even though you yourself state a processing time of 3 working days?
Why was I unable to fully utilize my monthly payout limit of €7,000 in August due to your delays – and why should I bear this disadvantage?
I was also repeatedly told that support couldn't forward anything to the finance department. Now you're suddenly writing that my current withdrawal requests have been forwarded to the finance team. How does that add up?
And now, in addition, a payout is automatically cancelled by your own system due to a delay with your payment provider, so I have to request it again.
There are simply too many contradictions. I demand a concrete answer to each of these points and, finally, the timely payment of my money. No more excuses or standard replies.
TranslationHello,
Unfortunately, the whole thing is starting all over again. The 3-day deadline has passed once more, and MafiaCasino themselves have confirmed to me that the payout is delayed.
It's really getting ridiculous being constantly strung along. Every time I have to follow up and put pressure on them just to get my payments processed.
I urge you to review this case again. This constant stalling cannot continue.
Thank you.
Dear Mafia Casino,
I would like to express my gratitude for your cooperation thus far. However, I must address the ongoing delays. If they persist, I will find it necessary to revise the withdrawal limit in our review to a more realistic amount than what is currently specified in your terms and conditions, which would have a negative impact on the casino's safety index. I sincerely hope that we will not encounter any further delays moving forward.
Dear Player,
Thank you for reaching out. Please be advised that our withdrawal policies and Terms & Conditions apply equally to all registered players. To maintain fairness across our platform, we cannot expedite or prioritize individual requests ahead of the standard queue.
Processing Timelines & Security (T&C 6.15 & 6.16)
- Processing Window: Withdrawal requests are reviewed by our Financial Department within 3 to 5 business days after submission, or 3 to 5 business days after the preceding withdrawal has been paid out.
- Security Reviews: Under Section 6.16, requests are subject to routine verification checks to ensure account safety, which may occasionally extend standard processing times.
VIP Tiers & Limits (T&C 6.11)
Payout limits are determined by your account's VIP status, calculated based on gameplay activity during the 90 calendar days prior to your request (factoring in deposits, withdrawals, and bonuses).
Accounts without betting activity for a full month automatically revert to Level 1.
Your profile is currently at VIP Level 1, which carries a daily limit of €500 and a monthly limit of €7,000.
Account Withdrawal Status
- Sep 5 Submission: Completed on Sep 9
- Sep 9 Submission: Completed on Sep 13
- Sep 10 Submission: Scheduled for processing on Sep 14
- Sep 13 Submission: Forwarded to the relevant team for processing.
Depending on your payment provider and bank, please allow 3 to 5 business days from the date of processing for the funds to appear in your account.
Your pending requests are being processed in chronological sequence as soon as they reach our financial operations team. Thank you for your patience and understanding.
Kind regards,
MafiaCasino Team
TranslationThank you for the clarification.
However, this statement does not address the actual point of my complaint.
MafiaCasino itself confirms that withdrawal requests are generally processed within 3 to 5 business days. However, in the past, several of my withdrawal requests were processed significantly later, even though I repeatedly notified support.
Furthermore, it is confirmed that a monthly withdrawal limit of €7,000 applies to my account. I was unable to fully utilize this limit in some months because withdrawal requests submitted on time were processed late by the casino.
I am explicitly not requesting preferential treatment or expedited processing compared to other players. I simply expect that the processing times and payout conditions stated by the casino itself will be reliably adhered to.
I therefore ask Casino Guru to compare the submission and actual processing dates of my previous withdrawals with the processing time of 3-5 working days now confirmed by the casino.
These repeated delays are precisely the core of my complaint.
Dear Player,
Thank you for your follow-up. We sincerely apologize for the longer-than-usual processing times experienced on withdrawals and any inconvenience caused by those delays.
As outlined in Section 6.16 of our Terms and Conditions, withdrawal requests are subject to routine security verification and compliance checks, which can occasionally extend processing beyond standard timelines and impact overall monthly throughput.
Regarding your current account status, we can confirm that all submitted withdrawal requests have now been fully processed on our end:
Final Payout: Your last withdrawal request submitted on September 14, 2026, was successfully completed today, September 17, 2026. Please allow 3 to 5 business days for the funds to reflect in your bank account, depending on your financial institution's clearing times.
There are currently no outstanding or pending payments remaining to be processed on our system.
Thank you for your patience while we finalized your payouts.
Kind regards,
MafiaCasino Team
TranslationI am extremely angry. Yes, I am aware that I am responsible for continuing to play.
Nevertheless, my payouts were constantly delayed and I was repeatedly put off, while at the same time I continuously received bonus, deposit and enticing offers.
In the end, I gambled away my entire remaining balance – there's nothing left. It's quite clear to me that this is exactly what they want to achieve: to keep the money in the casino as long as possible until it's gambled away again.
And strangely enough, now that all my money is gone, support is suddenly responding very quickly. Before, I constantly had to wait and follow up. 🤣
An absolute outrage!
Dear sebastiand,
I am truly sorry to learn about the loss of your remaining funds. Could you please provide me with the exact amount that you were able to withdraw? This information will help us update the disputed amount in your case accordingly.
TranslationHello Michal,
In total, I was able to withdraw €24,000. I ended up gambling away the remaining amount.
I am aware that I am responsible for my own gambling. Nevertheless, I find it unacceptable that Mafia Casino has repeatedly delayed my withdrawals while simultaneously offering me opportunities to deposit more money or continue playing.
These constant delays kept the money available in my player account. This is precisely what kept me playing until the remaining amount was finally lost.
For this reason, I demand at least a reasonable portion of the lost funds back. I do not expect to be automatically reimbursed for all my gambling losses, but in my opinion, the repeated withdrawal delays and the simultaneous deposit offers must be taken into account in the assessment.
For me, the case is therefore not solved.
Best regards
Sebastian
Hello sebastiand,
We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear sebastiand,
Unfortunately, it appears that, due to the fact that the remaining funds were depleted, we are unable to provide assistance with your issue. While we acknowledge that withdrawals were processed regularly, there may have been some delays which caused your negative experience. However, we do not believe that those delays were so significant that they would make it impossible to withdraw the full sum. Of course, I strongly urge the casino to keep up with their withdrawal limits mentioned on the website, and if this situation keeps happening, the withdrawal limits in our review will be adhusted accordingly and this will have a negative impact on the casino's safety index.
We want to emphasize that, in line with our policies, we cannot request refunds for funds lost through gameplay, as this is not a case of gambling addiction—an issue that would need to be properly communicated to the casino in order for us to consider a contest. We appreciate your understanding in this matter.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
