Mafia Casino - El jugador afirma que el pago se ha retrasado.

I have a problem with Mafia Casino related to withdrawing my balance.

I currently have approximately €15,490 in my casino account. I've requested several withdrawals, but they remain pending, and the casino won't let me request new ones because I keep getting a message saying I've reached the maximum number of pending requests.

The pending withdrawals are:

€500 — requested on 03/09/2026

€490 — requested on 04/09/2026

€500 — requested on 11/09/2026

Total currently pending withdrawal: €1,490.

My withdrawals are still pending/verifying, and I haven't received a concrete explanation for the delay or an estimated date for when they will be completed. I've tried contacting the casino via both email and chat support, but I haven't received a concrete solution. The chat responses have been generic, stating that they are busy or that I should wait.

I have also sent a follow-up email requesting information about the status of my withdrawals, without receiving a satisfactory response.

My main concern is that I cannot access my money or request new withdrawals while previous requests remain pending.

I have screenshots of the withdrawals, the balance, and the communications with the casino, which I can provide as evidence.

I request Casino Guru's intervention so that Mafia Casino explains the reason for the delay, completes the pending withdrawals, and allows me to withdraw the rest of my balance.

Tengo un problema con Mafia Casino relacionado con la retirada de mi saldo.

Actualmente tengo aproximadamente 15.490 € en mi cuenta del casino. He solicitado varias retiradas, pero permanecen pendientes y el casino no me permite solicitar nuevas retiradas porque aparece un mensaje indicando que he alcanzado el número máximo de solicitudes pendientes.

Las retiradas pendientes son:

500 € — solicitada el 03/09/2026

490 € — solicitada el 04/09/2026

500 € — solicitada el 11/09/2026

Total actualmente pendiente de retirada: 1.490 €.

Las retiradas continúan en estado pendiente/verificación y no he recibido una explicación concreta sobre el motivo del retraso ni una fecha estimada para completar las retiradas. He intentado contactar con el casino tanto por correo electrónico como mediante el chat de soporte, pero no he obtenido una solución concreta. Las respuestas recibidas por el chat han sido genéricas, indicando que están ocupados o que debo esperar.

También he enviado un seguimiento por correo electrónico solicitando información sobre el estado de mis retiradas, sin recibir una respuesta satisfactoria.

Mi principal preocupación es que no puedo disponer de mi dinero ni solicitar nuevas retiradas mientras las solicitudes anteriores continúan pendientes.

Dispongo de capturas de pantalla de las retiradas, del saldo y de las comunicaciones con el casino, que puedo aportar como prueba.

Solicito la intervención de Casino Guru para que Mafia Casino explique el motivo del retraso, complete las retiradas pendientes y permita retirar el resto de mi saldo.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Rrr1897,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response.

I understand that a withdrawal can take several days and that you recommend waiting 14 days in certain cases. However, my situation presents additional circumstances that I consider important:

I have a total balance of approximately €15,490 in my account.

I currently have 3 pending withdrawals, for a total of €1,490 (€500, €490 and €500).

The casino system itself tells me that I have reached the maximum number of pending withdrawals and, for that reason, I cannot request new withdrawals from the rest of my balance.

The withdrawals are still pending/under verification and I have not received a concrete explanation as to what is pending or an estimated resolution date.

I have repeatedly tried to contact the casino via email and chat, without receiving a concrete answer regarding my case.

Therefore, my concern is not simply that a withdrawal is taking a few days, but that there is currently a limitation preventing me from withdrawing the rest of my balance and I am not receiving clear information from the casino.

Thank you for your help.

Gracias por vuestra respuesta.

Entiendo que una retirada pueda tardar varios días y que recomendéis esperar 14 días en determinados casos. Sin embargo, mi situación presenta circunstancias adicionales que considero importantes:

Tengo un saldo total aproximado de 15.490 € en mi cuenta.

Actualmente tengo 3 retiradas pendientes, por un total de 1.490 € (500 €, 490 € y 500 €).

El propio sistema del casino me indica que he alcanzado el número máximo de retiradas pendientes y, por ese motivo, no puedo solicitar nuevas retiradas del resto de mi saldo.

Las retiradas continúan pendientes/de verificación y no he recibido una explicación concreta sobre qué está pendiente ni una fecha estimada de resolución.

He intentado contactar repetidamente con el casino por correo electrónico y chat, sin obtener una respuesta concreta sobre mi caso.

Por tanto, mi preocupación no es simplemente que una retirada esté tardando unos días, sino que actualmente existe una limitación que me impide retirar el resto de mi saldo y no estoy recibiendo información clara por parte del casino.

Gracias por vuestra ayuda

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Please share screenshots of any relevant communication with customer support regarding withdrawal delays.

Thank you very much in advance for your reply.

My total casino balance remains approximately €15,490, and the main problem continues to be the difficulty in withdrawing my money.

I previously had three pending withdrawals:

€500

€490

€500

During these days the withdrawals remained pending for quite some time and the casino did not give me a concrete answer as to when they would be completed.

Now there have been some changes:

I have received a deposit of approximately €488, corresponding to a withdrawal requested for €500.

I have also received another withdrawal of €500.

The €490 withdrawal now appears as "Approved" and "Processing". It was previously pending and has now progressed in status.

However, the transaction history still shows two withdrawals of €500, while the €490 withdrawal continues to appear as pending in the history, although in the withdrawals section it already appears as approved/processing.

The system previously indicated that I had reached the maximum number of pending withdrawals and for that reason I could not request new withdrawals.

I have also repeatedly tried to contact the casino for information on the status of my funds, but the responses have been very generic and I have not received a clear explanation about the delays or the difference between the amounts requested and the amounts finally received.

Therefore, I currently still have a significant amount of money in the casino and cannot freely withdraw my balance. The €490 withdrawal appears to be progressing, but it has not yet been completed.

I am providing screenshots of the withdrawal statuses and my history to document the changes.

I request that Casino Guru continue to monitor the case until the withdrawals are successfully completed and I can access my remaining balance.

Mi saldo total en el casino sigue siendo aproximadamente de 15.490 €, y el problema principal continúa siendo la dificultad para retirar mi dinero.

Anteriormente tenía tres retiradas pendientes:

500 €

490 €

500 €

Durante estos días las retiradas permanecieron pendientes durante bastante tiempo y el casino no me daba una respuesta concreta sobre cuándo se completarían.

Ahora ha habido algunos cambios:

He recibido un ingreso de aproximadamente 488 €, correspondiente a una retirada solicitada por 500 €.

También he recibido otra retirada de 500 €.

La retirada de 490 € ahora aparece como "Aprobada" y "Procesando". Antes estaba pendiente y ahora ha avanzado de estado.

Sin embargo, en el historial de transacciones siguen apareciendo dos retiradas de 500 €, mientras que la de 490 € continúa apareciendo como pendiente en el historial, aunque en la sección de retiradas ya aparece como aprobada/procesando.

El sistema anteriormente me indicaba que había alcanzado el número máximo de retiradas pendientes y por ese motivo no podía solicitar nuevas retiradas.

También he intentado contactar repetidamente con el casino para obtener información sobre el estado de mis fondos, pero las respuestas han sido muy genéricas y no he recibido una explicación clara sobre los retrasos ni sobre la diferencia entre los importes solicitados y los importes finalmente recibidos.

Actualmente, por tanto, todavía tengo una cantidad importante de dinero dentro del casino y no puedo retirar libremente mi saldo. La retirada de 490 € parece estar avanzando, pero todavía no ha sido completada.

Estoy aportando capturas de pantalla de los estados de las retiradas y de mi historial para que quede constancia de los cambios.

Solicito que Casino Guru continúe haciendo seguimiento del caso hasta que las retiradas sean efectivamente completadas y pueda disponer de mi saldo restante.

Thank you very much for your reply, Rrr1897.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru regarding the withdrawal delays? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Rrr1897,

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,
Jean
Casino.Guru