Mafia Casino - Player’s withdrawal has been delayed.

Hi,

I am writing concerning Mafia Casino. I played on there May 13 and I won a jackpot of 13,420 as there was a bonus I had to play that out so left me with 10k when I could withdraw.. I could only do 3 withdrawals each of $750 which I requested on May 14 & 15.. it says 3 business days which now we are into May 26 & I still have not one cent released!! I have messaged them constantly & spoken to them via live chat & I get same story which is delay in processing should be there soon!! I still have $5750.00 left to withdrawal once my first withdrawal is completed.. at this rate it will take months to receive! It is totally ridiculous that one should have to wait this long! Is there anything you can do to help?? Please & Thank you

  Signed, 

     A very angry & frustrated player

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Dear jeffm81,

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 jeffm81,

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.

No, I have not received my withdrawal and I still get the response from Mafia casino that there is a delay in processing and to give them time to complete the process.

Dear jeffm81, 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

Dear jeffm81,

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.