Mafia Casino - Player suffers losses due to self-exclusion not honored.

MafiaCasino ignored my self-exclusion request and I suffered losses of 5,553 CAD

Dear Casino Guru Team,

I would like to file a complaint against MafiaCasino.On March 25, 2026, I sent a clear request to close my account because I needed to stop gambling and could not control it. The casino replied on March 26, 2026 and asked me whether I preferred a temporary break or a full closure. I then confirmed that I wanted to continue with closure. Despite this, my account was not closed as requested. Because my request was not properly applied, I was able to continue gambling and suffered total losses of 5,553 CAD. In my view, this is a serious failure in responsible gambling handling, since a player who clearly asks for closure due to gambling problems should not remain active on the platform. I have the relevant documentation, including:my original self-exclusion request;the casino’s response;my confirmation that I wanted the closure to proceed.

I kindly ask Casino Guru to review my case and assist me in seeking reimbursement for the losses that occurred after my confirmed closure request. I would appreciate it if this could be considered seriously and, if possible, resolved directly with the casino before moving to the next step.Thank you for your support.

Best regards

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Dear goldguy,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I reviewed the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mafiacasino.com and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Also, do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina