The player from Germany had been awaiting a withdrawal from MafiaCasino for 15 days, expressing concerns about delays related to his high account balance. He was frustrated with the casino's policy that allowed only three withdrawals of €500 each and the inadequate communication regarding processing times. The complaint was resolved by rejecting the player's request for compensation or recovery of lost funds, as he continued gambling and lost his winnings during the withdrawal delay. Responsibility for the account balance and betting activity was determined to rest with the player, and no further assistance was provided.
Mafia Casino - Player's withdrawal is delayed.
Closed
Our verdict
Other
Amount: €27,500
Mafia Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello dear Casino Guru Team,
I have been following your work for some time now and am truly impressed by how you help people who have problems accessing the money they have won.
Now I actually need your help myself. I've been playing at MafiaCasino for about four months and haven't had any problems with withdrawals until now. However, I've been waiting for my withdrawal for 15 days and I'm worried it might be related to my account balance. After all these years, I've finally had a lucky streak and my account is quite full.
The problem, as with many other online casinos, is that MafiaCasino only allows three withdrawals of €500 each. This means I always have to wait until the withdrawals are completed before requesting another one. If MafiaCasino adhered to the three-business-day processing time per transfer, I could live with it. However, if every withdrawal takes over two weeks, I'll be withdrawing my money well into next year.
When you ask, you always get the same answers: the payouts are delayed due to many inquiries, the payouts are in final processing, ….
Unfortunately, all these delays ruin the fun of the game and prevent you from enjoying your winnings.
The casino's level system is not user-friendly at all and, in my opinion, doesn't work. I've been playing actively and intensively for four months and am still at level 1 with 0% progress. This also prevents larger payouts.
I also asked the casino about a large one-time payout, which they of course refused.
I have documented everything necessary and would be happy if you could accompany me through the process of withdrawing my entire balance.
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1 month 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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1 month ago
Dear Lindoo89,
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?
- Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
- 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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1 month ago
TranslationHello Kristina, thank you for taking down the complaint.
I requested my last withdrawals on February 22nd, 27th, and 28th. These were paid out on March 2nd and twice on March 4th. So, relatively quickly.
Verification by MafiaCasino has not been necessary so far. The account can be used normally without it.
I did not use any bonuses to win.
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1 month ago
TranslationUpdate: Today, after more than four months, they asked me for verification. Of course, this was 18 days after I requested my last withdrawal. I completed the verification immediately. Now it's back to waiting again.
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1 month ago
Thank you for your reply, Lindoo89. 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, please forward all relevant correspondence between you and the casino 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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1 month ago
TranslationHello, my withdrawals have been stuck on "processing" status since the beginning of March. As described above, the casino contacted me on March 20th to begin a verification process. I immediately submitted all the necessary documents, of which only two have been accepted so far, even though the others seem perfectly valid. The casino is still stalling to avoid processing the withdrawals.
In the meantime, I naturally continued playing and lost a large part of my winnings… is it possible to take action against the significant delay in payouts and claim the money lost in the meantime?
I'm sending you a screenshot attached.
Unfortunately, I cannot filter my previous payouts and therefore cannot upload them individually.
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1 month ago
TranslationAs expected, my account is now completely empty. I've emailed the casino and copied them in. I want to file a complaint about the delayed payouts and demand compensation. The casino is deliberately stalling to entice players to continue playing.
I cannot recommend this casino to anyone!
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4 weeks ago
I'm very sorry, but because the funds were used to place bets and subsequently lost, we are unable to recover or refund the lost winnings or demand compensation. Responsibility for the account, active balance, and any bets placed rests with the player. I understand this is frustrating, especially given the failed withdrawal attempts, but we cannot ask the casino to refund these losses. We truly wish we could do more, but we are unable to assist further in this matter.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
