The player from Italy had requested a withdrawal two weeks earlier but had not received any funds yet. The player had not completed KYC verification initially but had submitted the required documents after the casino requested them. Despite multiple follow-ups and the intervention of the Complaints Team, the casino had delayed processing the withdrawal for over 42 days. After persistent reminders and the involvement of the Complaints Team, the casino finally credited the withdrawal. The complaint was then marked as resolved.
Mafia Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €202
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
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2 months ago
Translation
To date, no credit following my withdrawal request.
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2 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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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
- Have you accumulated your winnings with or without an active bonus?
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.
Best regards,
Attila
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2 months ago
TranslationKYC verification has NOT BEEN REQUIRED AT THIS TIME
WINNINGS MONEY DOES NOT COME FROM BONUSES
FIRST SAMPLE
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2 months ago
Thank you for your response. Have you tried reaching out to the casino's customer support in relation to this issue? If so, have they provided any explanation for the delay?
I look forward to your reply .
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2 months ago
TranslationThis is the last communication I had with the casino support center since this email, I have not heard from the casino since
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2 months ago
TranslationAt this moment they asked me for the documents for the KYC verification I SENT THEM BY EMAIL TO THE SUPPORT AND TO THE email with which the casino contacted me
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2 months ago
TranslationUpdate as of today after the verification of the person no news
No credit made
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2 months ago
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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2 months ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mafia Casino representative to join this conversation.
Dear Mafia Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
TranslationFor viewing at casino guru.
Refund and Misappropriation Terms: In the event of account closure, the operator is required to return funds within a maximum of 5-7 business days. Withholding funds beyond this limit, or the arbitrary delay communicated in your messages, constitutes misappropriation. The KYC verification procedure cannot be used as a pretext to withhold funds from an account already closed by you.
EU Case Law and Account Freezing: I am aware of the recent Case C-198/24 (May 2026) of the Court of Justice of the European Union, which allows national judges to issue European freezing orders on the bank accounts of operators (even those based abroad) to ensure the recovery of illegally withheld player funds.
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1 month ago
Dear Geniax,
Thank you for bringing this matter to our attention.
We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.
We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.
Best regards,
Mafia Casino Team
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1 month ago
TranslationI acknowledge Mafia Casino's response, but I would like to highlight an objective fact that makes their 'analysis' completely unjustifiable: my withdrawal request dates back to April 23rd.
It's now been 42 days (6 weeks) to process a payment of just €202.00. I find it unacceptable that they're still talking about an "analysis in progress" after a month and a half. This involves my money (real deposits) and winnings obtained without using any bonuses, which eliminates any possible doubt about promotional abuse, unfair advantages, or alleged collusion.
I emphasize that collusion on standard sporting events, played with real money and completely independently, is technically impossible and devoid of any illicit profit-making rationale. I therefore wonder what such a lengthy investigation could possibly be about:
Regarding my identity? I've already provided the documents and am available for immediate video verification.
On gambling or alleged collusion? Since these are standard real-money bets, checking the logs takes just a few minutes. Any suspicion of coordination with third parties is unfounded and should be proven immediately, not after 42 days.
On technical or access issues? If there had been a real irregularity, you would have detected it immediately, not after six weeks of silence.
Any hypothetical justification has now been rendered obsolete. Holding real funds for such an inordinate amount of time is a blatant delaying tactic. I request that CasinoGuru urge the casino to complete this fictitious analysis and immediately credit my balance.
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1 month ago
Dear Mafia Casino,
We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience.
Thank you for your attention to this matter.
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1 month ago
TranslationI confirm to casinòguru that mafia casino after several reminders and wasted time and thanks to your intervention, has credited my withdrawal.
Before closing the complaint, as resolved, given my experience with this casino, I would like the risk certificate from Rating 8 to be rightly downgraded as it was neither transparent nor collaborative and more than 42 days for a credit. I believe that justifies a downgrading, also because I don't think it took more than 40 days to verify my account. In any case, it doesn't depend on me, but on Casino Guru.
I sincerely thank Casino Guru for the service provided to me.
MF
Edited by a Casino Guru admin
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1 month ago
Dear Geniax,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Mirka Dubasova
Casino.Guru
