The player from Germany has been waiting for a €500 payment for 2 months, having contacted support three times without resolution. Each interaction has resulted in vague reassurances, but no payment has been received, and he has not received any follow-up communication.
Mafia Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
6d 5h 24m 32s
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
Public
Public
2 days ago
Translation
I have not received my payment of €500 for 2 months.
I have already contacted support three times.
The first time, they said the money had been sent and I should contact my bank.
The second time, they said, "Okay, we've found the error, we're sorry. Your money will be in your account in 3-5 business days." That was a month ago.
The third time, they said, "We're sorry, please be patient, you'll receive an email from support and your case will be processed." I never received an email.
Automatic translation:
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18 hours 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.
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18 hours ago
Dear Ezzcape69,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Can you confirm that your KYC verification was completed?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
