Slot Mafia Casino - Player's account has been closed.

Dear Support Team,

I am writing to you after an extremely stressful incident that happened to me today. Before registering at a new online casino, I always check its rating on your website. Choosing Slot Mafia Casino seemed like a good decision.

First, I registered and checked whether my country was listed among the restricted countries. Since it was not, I made my first deposit of €100. I kept playing the same game and made another deposit. After my fifth or sixth deposit (a total of €900), my experience turned into a nightmare. Suddenly, my account was closed and blocked.

I tried to get more information from the support chat, but they only told me that the account had been closed due to an "administrative decision." I don't understand that since they allowed me to play for 3 hours!!!, but at the same time I requested a refund — they cannot just close my account and effectively "take" my money. The support team told me they could not help me with this and that I should contact them via email.

I sent them an email requesting a refund of my deposits, since I am apparently not allowed to play at this casino. What I do not understand is why they allowed me to play for almost three full hours — my account was active, as if they were waiting for me to make large deposits before blocking it.

I kindly ask for your assistance with my refund request. The casino is not responding to my email, nor are they helpful via support chat. My account has been blocked due to an "administrative decision," and I am requesting a refund of my deposits, as this is simply not fair.

I sincerely ask for your help.

Kind regards,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slot Mafia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was there any withdrawable balance on your account at the time your account was closed?
• Could you please share with me your communication with the casino regarding the justification for closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

let me first explain the situation once again:

My account was suddenly closed due to an "administrative decision", but only after I had already deposited €900 and played for around three hours. Support chat only tolf me the reason is "administrative decision" and that for more information I need to send them email (which I did - printscreens attached) but there was no answer. I also cannot access their support chat because only logged in players can access it (since my account is blocked/closed there is no way to reach them).

The main issue is the following according to my understanding (but casino need to confirms this):

I had previously self-excluded myself from another casino within the same group/network (N1 Partners). Because of this, I believe I should not have been allowed to register, deposit, or play at this casino at all.

However, the casino allowed me to:

• create an account
• deposit €900
• and gamble for several hours

Only after that, my account was closed.

In my opinion, this is a failure of their responsible gambling measures. If I was not eligible to play due to self-exclusion within their partner network, this restriction should have been enforced before any gameplay or deposits were allowed.

For this reason, I am requesting a full refund of my €900 deposit. Because if I am not allowed to play, they just can’t take my money.

I can also hardly provide any proof regarding the account closure. The casino is completely unresponsive to both emails and support chat. I am attaching all possible screenshots where I tried to contact them, but it is always just a conversation with a bot, as communication with non-logged-in players is disabled. I am including in the attachment everything I can send you at this moment.

That is precisely why I have turned to you—to include the casino in the communication so they can explain the reason for the blocked account. In any case, if I should not have been allowed to play at the casino, they should have prevented this in the first place. Regardless, I request that the casino refund my deposits.

Finally, I would just like to add that I had a similar situation with the casino SpinsUp. They acknowledged their mistake, and I received a refund. If this helps, I can obtain confirmation from them as well.

I hope we will solve this issues as soon as possible. In the email I am sending you all proofs and printscreens I currently have but as mentioned - they are not communicating with me. I send them 4 reminder mails already.

br,

I am still waiting for your response.

update: after 4 reminder emails to casino - there is no answer

Once again:

I believe this action is related to a previous self-exclusion I had in a partner casino within the same group, where I used the same personal details (name and email address). If that is the case, the casino should have detected and enforced this restriction immediately upon registration or before allowing any deposits or gameplay.

Instead, they allowed me to:

-Register successfully

-Deposit funds multiple times (using even same method!!)

-play for several hours

Only after I had lost a significant amount of money they blocked my account.

In my view, this represents a serious failure of responsible gambling obligations and player protection. If I was self-excluded, I should not have been allowed to access the platform or deposit funds at all.

For this reason, I believe I am entitled to a full refund of my deposits (€900), as the casino should not profit from a player who was supposed to be restricted.

I kindly ask Casino Guru to review this case and assist in reaching a fair resolution. I would also appreciate clarification regarding the enforcement of self-exclusion across partner casinos within the same group. Once again - I am trying to get any info from casino but they are totally unresponsive.

Thank you for your assistance.

Hello jjako996,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and the information provided to me via email.

Kindly provide evidence that this online casino should have protected you from playing at your discretion.

Send this information to my email at tomas@casino.guru or post it here.

Looking forward to your reply.

Dear Tomas,

I have been waiting 14 days for your response. I have provided you with absolutely all the information I have, and I also asked you to include the casino in the communication under the complaint. The casino is completely unresponsive both via email and through the support chat (which is only accessible to logged-in players, which is not possible in my case because my account has been closed).

I have sent you all the materials I have access to via email. I also provided you with the most likely reason for my account being closed. Not long ago, I permanently closed my account due to personal issues at the Jet4Bet casino, which operates under Stable Tech N.V. — the same operator as Mafia Slot Casino, using the same database. I have already sent you all of this information. For this very reason, the casino should have prevented me from registering.

How am I supposed to provide any additional screenshots if the casino is not responding to emails and I cannot access their support? It is also not surprising that I cannot access Jet4Bet support either, as their website is completely identical, uses the same provider, and has the same terms and conditions.

I sincerely ask for your help on how I am supposed to obtain evidence if they are unresponsive. Once again, I kindly ask you to include the casino in this conversation, as I did not receive any email regarding the account closure—no explanation, no reason, nothing.

Please help me once again.

Kind regards,

I would just like to restate a few key facts:

1)My account was closed due to an administrative decision. After several attempts to contact support via chat (which I can no longer access) and 4–5 emails, I have not received any response or feedback.

2) Some time ago, I closed my account at Jet4Bet casino due to gambling issues (casino is under same operator). I have reviewed the Terms & Conditions for both Mafia Slot casino and Jet4Bet, which state: "By registering on this website, you provide your personal data to Stable Tech N.V., the data controller responsible for processing your data. This data may be used to provide services, verify your identity (KYC), and for marketing purposes, including offers and bonuses. Your data may be used across all websites and brands operated by Stable Tech N.V.. For more detailed information on the collection, use, and protection of your data, please see our Privacy Policy." – This clearly indicates that the same data controller manages the data. Since the account was opened with exactly the same email and name, I should have been prevented from registering already at the time of registration, not only after making deposits. I simply do not see any other reason for the account closure. Therefore, I kindly ask once again that the casino be involved in the complaint. At the same time their pages are totally the same. From design to even written T&C which clearly indicates its the same operator/company.

3) I have also seen a similar complaint in your records regarding a breach of T&Cs due to self-exclusion involving Mafia Slot casino.

4) I would again like to emphasize that the casino is not communicating with me; I have not received any response or feedback to my emails. Because of this, I hope you understand that it is very difficult for me to provide evidence, as the casino is completely unresponsive. I would really appreciate it if this could be resolved as soon as possible. Please include the casino in the process. Based on the above, I believe my refund is justified.

Thank you in advance for your help.

Regardin T&C (mentioned above) I sent you printscreens via email. As well as printscreens that my account and therefore same email adress is closed on both pages (Jet4Bet and Mafia Slot Casino).

I look foward to hearing from you.

Thanks for sharing your point of view.

Without evidence that there was a previous self-exclusion active that would extend to this casino, we are unable to support you. Our position is that there is no expectation for the self-exclusion in a Curacao-licensed online casino extending to associated brands. If you want to be protected in offshore online casinos, you need to request a self-exclusion due to gambling issues in every casino where you have an open account. Second, online casinos can close players' accounts at any time for any reason. As long as there is no withdrawable balance or a balance that was confiscated, we don't intervene. In online casinos where you haven't informed the support of your gambling issues, you are responsible for your account and any gameplay activity.

Please let me know if you would be able to supply such evidence and submit it to my email at tomas@casino.guru

Looking forward to your reply.

Since you are not here to help, we can close this complaint and marked it as unresolved due to no help from Casino Guru for not involving Mafia Slot casino into conversation. You can keep give those casinos good reviews and they will keep stealing money from people. If you support such business than okay.

I gave you all the proofs I have. I even chose this casino due to your reviews. However this casino is a fraud, not answering neither emails, neither chat. You are expecting me to give you something that I cant. And for some reason you are protecting casino as well and do not wish to involve them in this case. Thanks for not helping and thanks for nothing after 20 days of waiting.

Thanks for sharing your point of view.

I went over the information already provided once again. The casino can choose to close the player's account at any point for any reason. We intervene only in cases where the balance was withheld or confiscated. No obligation to prevent you from creating an account was found, since no self-exclusion request, nor confirmation from either casino, was submitted. Even if the casinos were associated, there is no basis for us to conclude that it makes you eligible for any refund or that protection should have been applicable at the moment of registration of your account. Please note that Curacao-licensed online casinos aren't obligated to extend self-exclusion to other brands. If you believe you need player protection from playing in any online casino, we recommend that you request self-exclusion due to gambling issues in any casino where you have an open account.

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.