The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The issue was resolved after the player was informed that delays could have been due to pending KYC verification or high withdrawal volumes. After a period of patience and cooperation with the casino, the player confirmed that the issue had been resolved. The complaint was marked as 'Resolved' in our system.
Mafia Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Mafia Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Hello Casinoguru Team,
I have three withdrawals of €500 each from Mafiacasino, dated October 22nd, 23rd, and 24th, 2025, totaling €1500, which have not been processed/paid out. The status of the withdrawals is displayed as "processing" on the casino website, with the option to cancel them.
I contacted live support twice and also wrote an email to support, but I only received automated replies stating that there are delays.
The KYC check has not yet taken place, and when I asked if that might be the reason my payout is not being processed, live support said it is not necessary at the moment.
This all sounds very strange, although I have played at many casinos and if there was ever a delay, at least you were informed by email.
Apparently, I'm not the only one with this problem, which is why I'm contacting you after only 10 days and hoping you can help me. I'm almost certain that nothing will happen even after 14 days and I'll still be waiting for my money.
I have saved the two chat logs from live support and the support email, and I will gladly send them to you if you give me an email address.
Thank you so much for your help!
Automatic translation:
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3 months 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 months ago
Dear Xpressyourself,
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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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Xpressyourself,
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,
Attila
