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

I sent the email and yes i have access right now. I have lost a lot today and i really want my account close

Again, i have received a email today with 150 free spins promoton from mafiacasino. How can i make this stop.

Dear goldguy,

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, Matej (matej.l@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,

Kristina

Hello goldguy, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Mafia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

thank you for reaching out to us.

As we can see customer's account was closed on May 17th, 2026. Also we can see that he requested closure on 26th of March however due to technical issues the account wasn't closed. After that the customer didnt initiate a new contact with us regarding the closure.

For any further questions please do not hesitate to contact us.

Best Regards,

Team MafiaCasino

Thank you for the details, Mafia Casino, I have sent a message to your Complaints department, and will wait for the response. Once received, I believe this complaint will be possible to resolve.

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.

Dear all,

We appreciate the patience.

We have made a detailed investigation of the case and as we can see, the customer never clearly expressed any RG reason issue while contacting us, therefore we must deny any refund claims that the customer has with T&C:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

We can confirm that the account is already closed after customer's statement on this thread and that all communications are stopped.

If there is anything else regarding the case please do not hesitate to contact us.

Best Regards,

Team MafiaCasino

BMI

Thank you for the final statement, dear Mafia Casino.

Dear goldguy, after reading through the complaint thread and reviewing the evidence once more, as well as consulting our Fair Gambling Codex and several of my colleagues, unfortunately I have to reject this complaint.

Reason behind this decision is insufficient effort to self-exclude on your end. I appreciate your message informing the casino about gambling addiction, and confirming the account closure on the same day. In the following days, as your account stayed open, no more actions were taken. No more e-mails were sent, you have not inquired with the support or live chat about the status of your original request, not even asking why the account is still open, and instead continued engaging in gameplay.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

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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.