The player from Germany had requested three withdrawals from Mafia Casino 2.5 weeks prior, which remained unprocessed despite the website's claim of three business days for such requests. She felt the delays might have been intentional to encourage further gambling and sought support for her outstanding total of €7500. It was found that the player had not yet been verified and the casino had not requested verification documents, which contributed to the delay. Withdrawals were processed slowly due to a maximum limit of three outstanding payments of €500 each, causing the payout process to extend over several weeks. The complaint was marked as resolved after the player confirmed that payouts had been made, although the processing times remained longer than stated by the casino.
Mafia Casino - Player’s withdrawals are delayed.
Case closed
Amount: €7,500
Mafia Casino
Safety Index 8.0 HighCase summary
Translation
Dear Casino Guru Team,
I have requested three withdrawals from Mafia Casino, which have not been processed for 2.5 weeks. The website states that withdrawals are processed within three business days.
Since the maximum withdrawal limit is €500 per day and only three open requests are allowed, the casino is massively dragging out the process. They respond quickly to emails, but I haven't even been able to verify my account yet.
I have the feeling that it is being deliberately delayed so that the player will gamble away the money again.
I have a total of €7500 outstanding. How long is the process supposed to take if it already takes 2.5 weeks for a payout of €500?
I am asking for support.
Thank you.
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Dear sunny707,
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
TranslationHello Kristina,
I'm not verified yet. However, the casino hasn't requested anything from me so far. I haven't made or received a withdrawal yet.
The winnings were achieved with bonus money, however all requirements have been met and there is currently no bonus money active.
Best regards
sunny707
Thank you for your reply, sunny707. 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.
TranslationHello Kristina,
I wrote an email.
Attached are the screenshots regarding the withdrawal. Nothing has happened for three weeks. I can't even verify my account. Since you're only allowed to withdraw €500 and have a maximum of three open withdrawals, the rest of the withdrawal is also being extremely delayed. I have the feeling they're hoping the player will gamble it all away again. There are some casinos that process withdrawals much faster.
Thank you so much for your support.
Best regards
sunny707
TranslationHello,
I finally received the current payment after 25 days.
However, a considerable amount of money remains outstanding. If the casino takes over three weeks for each withdrawal, the entire payout process will drag on for months.
The website states that they only need 3 days.
Best regards
sunny707
Hello sunny707,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear sunny707,
I apologize for my late response. Have there been any updates since your last message, please?
TranslationHello dear Kristina,
As I already mentioned, the payouts have now been processed.
However, the casino requires a fairly long period of time for each payout – 1.5 weeks to 3 weeks.
A total of €4500 is still outstanding - since you are only allowed a maximum of 3 outstanding payments (of €500 each), the entire process will drag on for weeks.
The terms and conditions state that they need 3 days for processing.
Best regards
sunny707
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear sunny707,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
