Mafia Casino - El jugador alega que su cuenta fue habilitada indebidamente a pesar de haberse autoexcluido.

Good morning,

I am filing an official complaint against Mafia Casino - a brand directly related in structure, ownership and licensing to Wonaco Casino (the same network of operators).

On February 2, 2025, I sent Wonaco Casino an official statement about my severe gambling addiction, directly requesting that my data be blocked from all sister casinos owned by the operator. The operator, as a single business entity, recognized my critical health and financial concerns.

Despite this, Mafia Casino completely abandoned its cross-branding ban. The casino allowed me to register a new account without any issues, accepted my deposits, and allowed me to lose significant sums of money.

Allowing a customer who has declared an addiction to play on the same network is a blatant violation of Responsible Gaming standards. Transferring responsibility to a player who is in a state of constant gambling addiction is unacceptable. Because the operator knew I was addicted, Mafia Casino had a legal and moral obligation to block registration using my personal information.

Therefore, I demand a full refund of all funds (deposits) paid to Mafia Casino. As key evidence in this case, I have attached correspondence from Wonaco Casino, which clearly demonstrates when the operator learned of my addiction, as well as my transaction history at Mafia Casino. I also have an email from Mafia Casino apologizing for this situation—the evidence is attached.

Kind regards,

Lukasz ****

Dzień dobry,

Składam oficjalną skargę na Mafia Casino - markę bezpośrednio związaną strukturą, własnością i licencją z Wonaco Casino (ta sama sieć operatorów).

2 lutego 2025 roku wysłałem do Wonaco Casino oficjalne oświadczenie o moim głębokim uzależnieniu od hazardu, w którym bezpośrednio zażądałem zablokowania moich danych we wszystkich siostrzanych kasynach należących do tego operatora. Operator, jako jedna struktura biznesowa, zdał sobie sprawę z mojego krytycznego problemu zdrowotnego i finansowego.

Mimo to Mafia Casino całkowicie zrezygnowało z wdrożenia zakazu cross-brand. Kasyno pozwoliło mi bez problemu zarejestrować nowe konto, zaakceptowało moje wpłaty i pozwoliło mi stracić znaczne sumy pieniędzy.

Zezwolenie klientowi, który zadeklarował uzależnienie, na grę w ramach tej samej sieci jest rażącym naruszeniem standardów Responsible Gaming. Przeniesienie odpowiedzialności na gracza, który znajduje się w stanie permanentnego głodu hazardu, jest niedopuszczalne. Ponieważ operator wiedział, że jestem uzależniony, Mafia Casino miało prawny i moralny obowiązek zablokowania możliwości rejestracji przy użyciu moich danych osobowych.

W związku z tym żądam pełnego zwrotu wszystkich środków (depozytów) wpłaconych do Mafia Casino. Jako kluczowy dowód w sprawie załączam korespondencję z Wonaco Casino, która wyraźnie dowodzi, kiedy operator dowiedział się o moim uzależnieniu, a także o historii moich transakcji w Mafia Casino. Mam też e-mail, w którym Mafia Casino przeprasza mnie za tę sytuację - dowody są załączone.

Z poważaniem,

Łukasz ****

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Dear Lukas1231,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. I have checked the Responsible Gambling policy of Wonaco casino, and this is what I found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@wonaco.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Unfortunately, it’s not written that all your accounts in other casinos of the same owner/group/operator will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.

• Could you please advise whether you informed this casino about your gambling problem before depositing?
• Is your player's account in Mafia Casino open or closed? When was it closed?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Tomas

I would like to supplement my complaint with key information regarding the conduct of MafiaCasino.

Every time I contacted customer support and tried to close my player account, the casino ignored my direct requests. Instead of immediately blocking my account, the staff deliberately tried to keep me on the platform. They were extremely persistent, trying to "bribe" me by offering various bonuses and free spins to simply keep me playing and not cancel their services.

I consider this action a clear violation of Responsible Gambling principles. The casino should immediately respond to a request to close an account, and offering bonuses in such a situation is unethical and harmful to the player. I would also like to inform you that the operator has violated the basic principles of responsible gaming regarding player protection. Despite my clear, repeated requests to close my account and limit my access to gambling on the Wonaco Casino platform, I was easily allowed to create a new account with the same personal information at their sister casino, Mafia Casino.

Pragnę uzupełnić moją skargę o kluczowe informacje dotyczące zachowania MafiaCasino.

Za każdym razem, gdy kontaktowałem się z obsługą klienta i próbowałem zamknąć konto gracza, kasyno ignorowało moje bezpośrednie prośby. Zamiast natychmiast zablokować konto, personel celowo próbował zatrzymać mnie na platformie. Byli niezwykle wytrwali i próbowali mnie "przekupić", oferując różne bonusy i darmowe spiny, abym po prostu kontynuował grę i nie rezygnował z ich usług.

takie działanie uważam za wyraźne naruszenie zasad Odpowiedzialnego Hazardu. Kasyno powinno natychmiast odpowiedzieć na prośbę o zamknięcie konta, a oferowanie bonusów w takiej sytuacji jest nieetycznym i szkodliwym zachowaniem dla gracza. Chciałbym również poinformować, że operator naruszył podstawowe zasady odpowiedzialnej gry w zakresie ochrony graczy. Pomimo moich jasnych, powtarzających się próśb o zamknięcie konta i ograniczenie dostępu do gier hazardowych na platformie kasyna Wonaco, łatwo pozwolono mi założyć nowe konto z tymi samymi danymi osobowymi w ich siostrzanym kasynie, kasynie mafijnym 

Thanks for your reply.

Please note that we don't consider it mandatory for self-exclusion to extend to other associated brands. If you weren't informed that the self-exclusion extends to other brands, it's not expected that they will. If you believe you are in need to protect yourself from gambling, from our perspective, you need to inform online casinos where you have an active account about it. The casinos you inform are, in turn, obligated to protect you from further gambling.

Since it appears your account in Mafia Casino is closed, there is little we can accomplish based on the information and our perspective on the matter.

Please let me know if there is any information I might have overlooked.

Dear Lukas1231,

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,
Tomas
Casino.Guru