Mafia Casino - Pelaajan tili on suljettu, mutta rahat on palautettava.

Hello, I would like to file a formal complaint against this casino, Mafia Casino. I am banned and I have problems with gambling. This casino not only let me open the account, but I also realized this and asked for my account to be deleted. I told them I am a gambling addict and they have not closed my account. Therefore, I demand that they return my 2,750 euros that I deposited there due to my addiction problem. I demand a refund of all my money and the definitive closure of the account.

Hola quiero poner una reclamación queja formal contra este casino mafia casino yo estoy prohibida y tengo problemas con los juegos y este casino me dejó no solo abrir la cuenta también que me di cuenta y pedí me eliminen la cuenta por qué les he dicho soy ludopata y no me han cerrado la cuenta por tanto exijo me devuelvan mis 2750 eur que he depósitado allí por mi problema de adicción  y exijo en reembolso de todo el dinero mío y el cierre definitivo de la cuenta

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please confirm if you have previously had an account with this casino that was closed due to a gambling problem?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The account isn't closed yet, they haven't even closed or deleted it yet, and they don't pay attention to me either, it's like talking to a robot.

La cuenta aún no está cerrada no siquiera me ko han cerrado ni elimino aún y tampoco me prestan atención, es como hablar con. Un robot

Dear player, please forward the email conversation regarding your account closure or self-exclusion requests directly to my email: dominika.l@casino.guru.

Do not send screenshots — we need the original forwarded emails so we can properly verify the timeline and content of your communication with the casino.

Is your account currently closed, or is it still open and accessible?

Also, you didn’t answer my earlier question:

Did you already have a previous account with this casino that was closed due to a gambling problem?

Dear player,

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 account is already closed but they don't want to return any of the money I put in. I have already forwarded the emails I had with them to the address you provided.

La cuenta si está cerrada ya pero no me quieren devolver nada del dinero que metí ya os he reenviado los correos que tuve con ellos a la dirección que me has proporcionado

Dear player, when exactly was your account closed by the casino?

On which dates did you make the deposits totaling €2,750?

Did you previously have another account with this same casino that was closed due to a gambling problem or self-exclusion?

They completely closed my deposits last week at the beginning of July, and when I created the account, I asked for it to be deleted, but they ignored me. I sent all my emails, and the account was still open, which is why I fell for it, and it cost me €2,750 in total. I don't think I'll ever recover anything, to be honest.

Me lo cerraron completamente la semana pasada los depósitos a principio del mes de julio y al mismo crear la cuenta pedí la eliminación de la cuenta y no me han echo caso os he enviado todos los correos y bueno después la cuenta seguía abierta razón por lo que yo caí y me costó 2750 eur en total. No creo q recupere nada la verdad.

Dear player, could you please confirm if you sent an email to the casino support exactly as they instructed you? If yes, could you kindly forward that email conversation to my address at dominika.l@casino.guru so I can review it?

Also, could you tell me what led the casino to finally close your account? Please provide the exact date when your account was closed, and please send me the full conversation you had with the casino about the closure.

Additionally, please specify the exact dates when you made the deposits totaling €2,750 and let me know if you made any other deposits or transactions beyond those.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru