Mafia Casino - Jugador solicita cierre de cuenta y reembolso.

Liber Casinoguru Team

After more writing, email chat and further my account remains open and I keep losing money because of the game. The deadline of 24 hours to close the account was not met, which caused me to suffer high losses.

Request for refund and your help

Liber Casinoguru Team

Nach mehr anschreiben Email chat und weiter bleibt mein Account offen und verliere immer wieder Geld wegen Spiel sucht die Frist von 24 Stunden Account schließen Frist nicht eingehalten wo durch ich hohe Verluste erlitten habe

Bitte um Rückerstattung und um eure Hilfe

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@mafiacasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please clarify when exactly you informed the casino about your gambling addiction for the first time? Have you received any response? If there is any other relevant communication between you and the casino, please forward it to me. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

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.

I have written to the casino several times by email and also in the chat without success. I have already sent you all the data during the opening of the complaint. I am sending it to you again.

Ich habe das casino mehrfach angeschrieben und per Email und auch im chatt ohne Erfolg ich habe euch alle Daten schon zukommen lassen wärend der Eröffnung der Beschwerde ich schicke es Ihnen noch mals

Thank you for your reply. Could you please clarify if you responded to the message from the screenshot? Do I understand correctly that you still have access to your casino account?

Yes I answered

And I still have

access

Ja ich habe geantwortet

Und ich habe immer noch

Zugriff

Still open with loss because I'm addicted they intentionally don't close it

Immer noch offen mit Verlust weil ich süchtig bin die schließen es absichtlich nicht

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

still open

Total loss is approximately 3500 euros

immer noch offen

Gesamt verlust liegt ungefähr 3500 Euro

Dear besarion,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Mafia Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

Thank you first

There is no news

The casino remains open and still doesn't lose money

Danke erstmal

Es gibt keine Neuigkeiten

Das casino bleibt weiterhin offen und verliere immer nich Geld

Still open

Last meeting 20.07.2025

Immer noch offen

Letzten Sitzung 20.07.2025

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear besarion,

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,

Kubo