Mafia Casino - Player's withdrawal had been delayed and documents rejected.

Hallo ich habe 1300€ Guthaben die ich seit September 2025 Versuche auszuzahlen. Ich habe unzählige Male meine Dokumente hochgeladen und jedes Mal ist der Status 2 Wochen lang "in Bearbeitung" und dann werden sie grundlos abgelehnt und erneut angefordert. Das geht jetzt seit 4 Monaten so und ich kann das Problem ohne Ihre Hilfe nicht lösen.

Es handelt sich um 2 Dokumente: Transaktionsverlauf und Nachweis des Besitzers eines Krypto Wallet.

Beide Dokumente habe ich mindestens 5 oder 6 mal hochgeladen und sie werden einfach ohne Begründung abgelehnt. Ich habe mehrfach im Live Chat erklärt dass mein Krypto Wallet keine persönlichen Daten enthält und ich einen Screenshot von meinem Krypto Wallet hochgeladen habe. Dann ist es jedes Mal 2 Wochen auf ausstehend um dann wieder Grundlos abgelehnt zu werden.

In anderen Casinos dieser Gruppe wurden meine Dokumente akzeptiert und das Verhalten von Mafia Casino finde ich höchst unprofessionell und sieht danach aus mich nicht bezahlen zu wollen.

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.

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.

• Could you please forward me the screenshots you sent to the casino to verify your account, along with the communication with the casino customer support? My email address is veronika.f@casino.guru.
• Have all your other identity documents been successfully verified?
• What types of games did you play at this casino?

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

Hi Veronika,

Ich habe diesen Screenshot aus meiner Trust Wallet App hochgeladen

Meine anderen Ausweis und Selfie Dokumente wurden akzeptiert. Ich habe nur Slots gespielt.

Thank you for your response.

Have you tried contacting the casino’s customer support via email and requesting assistance with the verification of ownership of your Trust Wallet? In some cases, email support can be more helpful than live chat when it comes to verification-related matters.

Since Trust Wallet is a non-custodial wallet, casinos usually accept alternative proof of ownership. This may include a screenshot or a short video showing the wallet address, the specific coin or token used, and the transaction history. Alternatively, the casino may ask you to sign a message directly in Trust Wallet. The message would be provided by the casino and would cryptographically prove that you control the wallet, although not all casinos support this option.

Regarding the missing transaction history from August and September, could you please clarify which document you uploaded to the casino for this step of the KYC process?

Thank you in advance for your clarification.

Hallo Veronika. Ich habe exakt die geforderte Transaktionshistorie mehrfach hochgeladen und sie würde jedes Mal grundlos abgelehnt nachdem es immer 2 Wochen in Prüfung war. Mein Trust Wallet Screenshot wurde bisher in allen Casinos dieser Gruppe akzeptiert nur Mafia Casino will mich einfach nicht verifizieren. Ich habe keine E-Mail gesendet aber ich war bestimmt 5 mal an verschiedenen Tagen im Live Chat und habe es erklärt und mir wurde immer gesagt dass es weitergeleitet wurde. Passiert ist aber am Ende nie etwas

Dear BoehserOnkel

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, Samuel (samuel.s@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,

Veronika

Dear BoehserOnkel,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Mafia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Mafia Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear BoehserOnkel,

Thank you for clarifying the wallet provider you are using.

Regarding your recent inquiry, we can confirm that we require your transaction history for the period of August 1st to September 15th. Additionally, we require standard proof of crypto ownership. However, since you have noted that you are using Trust Wallet, we understand that providing traditional ownership documentation can be complex due to the decentralized nature of the platform.

We have escalated your case to the relevant department to request an alternative verification method or further guidance specific to Trust Wallet users. We want to ensure this process is as seamless as possible for you.

Kind regards,

Mafia Casino team

Ich möchte freundlich darauf hinweisen dass ich die geforderte Transaktionshistorie mehrfach hochgeladen habe und es jedes Mal grundlos abgelehnt wurde.

Hello everyone,

thank you, Mafia Casino, for the update and for your cooperation. I’ll wait for your further guidance on the Trust Wallet verification, and then we’ll see how to proceed from there.

Dear BoehserOnkel,

Thank you for contacting us!

We are actively working on your request and will be back with an update in the nearest time possible.

Best regards,

Hello everyone,

thank you, Mafia Casino, for the update. I understand and will wait for your next instructions or clarification regarding the Trust Wallet verification.

Dear BoehserOnkel,

We are writing to provide an update on the current status of your account verification.

After reviewing your case, we have decided to cancel the request for proof of wallet ownership, as we understand you are using Trust Wallet.

To finalize our review for the specified period, we now require only proof of the deposits made. Please provide clear screenshots from your wallet history that show the transaction details for the dates in question.

The screenshots should ideally include:

• The transaction amounts
• The date and time of the transfers
• The destination addresses

Once we receive these documents, we will proceed with the next steps of your verification. Thank you for your cooperation and patience.

Best regards,

Mafia Casino team

Hallo ich habe die Screenshots hochgeladen. Es sind 7 Screenshots, da 7 Einzahlungen und ich konnte nur 5 Screenshots hochgeladen das Ihr system nicht mehr zulässt.

Hier sind die anderen 2 einzahlungs Screenshots

Diese Screenshots stammen aus meinem Trust Wallet und mehr Daten als auf den Screenshots sind nicht sichtbar. Wenn ich auf mehr Details drücke dann wird der Blockchain Explorer geöffnet. Dokumente aus dem Blockchain Explorer haben Sie zuvor abgelehnt.

Ich hoffe auf baldigen Abschluss.

Hello everyone,

thank you, Mafia Casino, for the update and for clarifying the revised verification requirements. Please let us know once there is any progress or a final decision regarding the verification, so we can move the case forward.

BoehserOnkel, thank you for providing the requested screenshots and for explaining the technical limitation with the uploads. I appreciate your cooperation and will continue to monitor the case.