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Dear CasinoGuru Team,

I hereby file an official complaint against Mafia Casino, as despite my explicit request for permanent self-exclusion, I continued to receive advertising and thus gained renewed access to gambling. This ultimately resulted in significant financial losses.

Facts:

On September 5, 2025, I contacted Mafia Casino's support team in writing with the explicit request to permanently close my account or to self-exclude, as my gambling addiction was resurfacing and I was struggling with it. I expressly confirmed to the casino that I wanted my account closed permanently and securely.

The self-exclusion was therefore imposed for reasons of player protection and due to problematic gambling behavior. As I understand it, this should have meant that:

my account will remain permanently blocked,

No reactivation took place.

and in particular, no more advertising or bonus offers should be sent to me.

Nevertheless, starting in March 2026, I again received bonus and promotional emails from Mafia Casino. As a banned player, this contact constituted a clear violation of responsible gambling and player protection regulations. These repeated marketing efforts enticed me to gamble again.

As a result, on May 8, 2026, I gambled away a total of €3,450.

I believe that Mafia Casino has seriously violated its responsible gambling obligations. A provider must neither contact a player who has permanently banned themselves due to gambling addiction nor send them any incentives to gamble.

For this reason, I demand:

the full reimbursement of my losses amounting to €3,450,

an examination of the casino's responsible gambling practices,

as well as a final and irrevocable blocking of my account, including exclusion from advertising.

I can provide relevant evidence upon request, including:

My original email regarding self-exclusion from September 5, 2025,

the confirmation from support,

Bonus/promotional emails received from March 2026 onwards,

as well as proof of deposits and losses.

I request CasinoGuru's assistance in resolving this case.

Best regards

Julius

Sehr geehrtes CasinoGuru Team,

ich möchte hiermit eine offizielle Beschwerde gegen Mafia Casino einreichen, da trotz meiner ausdrücklich beantragten dauerhaften Selbstsperre weiterhin Werbung an mich versendet wurde und ich dadurch erneut Zugang zum Glücksspiel erhalten habe. Dies führte letztlich zu erheblichen finanziellen Verlusten.

Sachverhalt:

Am 05.09.2025 kontaktierte ich den Support von Mafia Casino schriftlich mit der eindeutigen Bitte, meinen Account dauerhaft zu schließen bzw. mich selbst zu sperren, da meine Spielsucht wieder aufkommt und ich damit zu kämpfen habe. Ich habe dem Casino ausdrücklich bestätigt, dass ich die Schließung meines Accounts sicher und endgültig wünsche.

Die Selbstsperre erfolgte somit aus Gründen des Spielerschutzes und aufgrund problematischen Spielverhaltens. Nach meinem Verständnis hätte dies bedeuten müssen, dass:

mein Konto dauerhaft gesperrt bleibt,

keinerlei Reaktivierung erfolgt,

und insbesondere keine Werbe- oder Bonusangebote mehr an mich versendet werden.

Trotzdem erhielt ich ab März 2026 erneut Bonus- und Werbe-E-Mails von Mafia Casino. Diese Kontaktaufnahme stellte für mich als gesperrten Spieler einen klaren Verstoß gegen verantwortungsvolles Glücksspiel und den Spielerschutz dar. Durch diese wiederholten Marketingmaßnahmen wurde ich erneut zum Spielen verleitet.

In weiterer Folge habe ich am 08.05.2026 insgesamt 3.450 € verspielt.

Ich bin der Ansicht, dass Mafia Casino seine Verpflichtungen im Bereich Responsible Gambling schwer verletzt hat. Ein Anbieter darf einen Spieler, der sich wegen Spielsucht dauerhaft sperren ließ, weder erneut kontaktieren noch ihm Anreize zum Glücksspiel senden.

Aus diesem Grund fordere ich:

die vollständige Rückerstattung meiner Verluste in Höhe von 3.450 €,

eine Prüfung des Verhaltens des Casinos hinsichtlich Responsible Gambling,

sowie eine endgültige und unwiderrufliche Sperre meines Accounts inklusive Werbeausschluss.

Ich kann auf Anfrage entsprechende Nachweise bereitstellen, darunter:

meine ursprüngliche E-Mail zur Selbstsperre vom 05.09.2025,

die Bestätigung des Supports,

erhaltene Bonus-/Werbemails ab März 2026,

sowie Nachweise über die Einzahlungen und Verluste.

Ich bitte CasinoGuru um Unterstützung bei der Klärung dieses Falls.

Mit freundlichen Grüßen

Julius

Important notice:

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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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you contact customer support to request that your account be reopened, or was it reopened automatically without your intervention?
• Did you contact the casino after losing €3,450 to explain your situation and request a refund?
• Has your account been closed again in the meantime?

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

Best regards

Veronika

Hi!

It was never blocked.

Yes, I contacted customer support, and they said they would look into it. No response yet.

The account is likely blocked.

Screenshots attached. The initial attempts to contact me are in the original post.

Since SupaBet, which belongs to the same operator, also ignored my self-exclusion and I suffered a loss, I have reopened the case.

The casino even sent me a bonus after I said I wanted to self-exclude. That's no way to protect players!

LG

Hi!

Es wurde nie gesperrt.

Ja, habe den Kundensupport kontaktiert, diese meine Sie prüfen es. Bis dato keine Rückmeldung.

Konto dürfte gesperrt sein.

Screenshots anbei. Die ersten Kontaktversuche sind im Eingangspost.

Da auch SupaBet, die dem gleichen Betreiber gehören, ebenfalls meinen Selbstausschluss ignoriert hat und ein Verlust erlitten wurde, habe ich auch den Fall erneut geöffnet.

Das Casino hat mir sogar noch einen Bonus zukommen lassen, nachdem ich gesagt habe, ich möchte mich selbst sperren. So geht kein Spielerschutz!

LG

Dear jmayerhofer

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, Igor (igor.p@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,

Veronika

Dear jmayerhofer,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Mafia Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Mafia Casino representative to join this conversation and participate in resolving this complaint.

Dear Mafia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

LG

LG

Dear all,

thank you for reaching out to us.

as we can see customer's issue has already been resolved as we have completed a refund of 3450 EUR today. We wound kindly ask the customer to confirm. Thank you in advance!

Best Regards,

Team MafiaCasino

Dear Mafia Casino,

Thank you for joining this complaint and informing us that the refund has already been processed.

Dear jmayerhofer,

According to the casino, the refund has already been sent to you. Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear jmayerhofer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The €3450 were fully refunded. Unfortunately, the casino's response time was extremely long. Nevertheless, after several inquiries, the money was transferred.

Thank you.

Die 3450€ wurden voll Rückerstattet. Leider ist die Antwortzeit des Casinos äußerst lange. Dennoch wurde auf mehrmaligen Nachfragen das Geld überwiesen.

Vielen Dank.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jmayerhofer,

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,

Igor