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.
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Current status
Waiting for Casino Guru to reply
3d 0h 5m 22s
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
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3 weeks 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.
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3 weeks 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 weeks 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
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2 weeks ago
Dear Ezzcape69,
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.
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2 weeks ago
TranslationHey,
Previously, I only paid out small amounts, if any at all.
There was no KYC verification.
No bonus was active.
I received a new email from MafiaCasino support.
But as always, all I got was that the money had been sent from your side and that I should contact my bank.
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1 week ago
Thank you for your reply, Ezzcape69. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
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1 week ago
TranslationHey, so I checked again and it was indeed the first payout.
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4 days ago
Understood, thank you for updating me on the situation. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
Additionally, if there is any other relevant correspondence between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.
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4 days ago
TranslationNo, the payout had the status "Completed" after 1-2 weeks, but that was 3 months ago now.
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