Mafia Casino - Player’s account is closed but needs refund.

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.

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

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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.

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.

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.

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