Mafia Casino - La cuenta de la jugadora ha sido reabierta en contra de su voluntad.

Hello,

I had my account blocked at OG Casino because I have a gambling problem. The closure was confirmed to me by email. Now, a month later, I'm receiving ads again, and of course, I was triggered again. I then discovered that the account was still open, or had been reopened. I never wanted any ads back then, but that didn't stop them from spamming me. Even after requesting my money back and that the account be closed, they responded, but only referred me to their terms and conditions regarding refunds. BUT the account is still open, and the money, which I shouldn't have been able to deposit in the first place, is gone. As someone struggling with addiction, I feel exploited, and they're profiting from it. It would be great if the account were permanently closed and I never heard from them again, and of course, I received some of the money they scammed.

Thank you in advance.

Hallo,

Ich habe mich bei o.g. Casino sperren lassen, weil ich ein Spielproblem habe. Die Schliessung wurde mir per Mail bestätigt. Nun einen Monat später bekomm ich wieder Werbung und natürlich wurde man wieder getriggert. Und dabei musste ich feststellen, dass das Konto immer noch offen war oder wieder geöffnet wurde. Ich wollte damals schon nie Werbung haben aber auch das hat sie nicht abgehalten mich zu zuspamen. Auch auf Anfrage das ich mein Geld gern wieder hätte und der Account geschlossen werden soll, wird zwar geantwortet aber nur auf die agbs verwiesen was Geld Rückforderung betrifft. ABER Account immer noch offen und das Geld, was eigentlich nicht möglich gewesen einzuzahlen, weg. Ich fühl mich in meiner Situation als Suchtperson ausgenutzt und Sie bereichern sich daran. Es wär schön wenn der Account dauerhaft geschlossen wird und ich nie wieder was vo denen höre und natürlich irgendwas von dem Geld was Sie abgezockt haben.

Vielen Dank Vorab.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mafia Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion due to gambling problems via email at support@mafiacasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Mafia Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

I sent you all the emails via email.

I had myself blocked again. But the account is still open.

Regards

Hallo Thomas,

Ich habe dir alle Mails üer Email gesandt.

Ich habe mich auch nochmal sperren lassen.Aber nachwievor ist der Account offen.

Lg

Hello Thomas,

I just sent another email to support. After I deposited more money 🙁. I don't want this anymore. What can I do to finally get them to close the account and give me my money back???

Regards

Hallo Thomas,

Ich habe soeben nochmal eine Email an den Support gesendet. Nachdem ich wieder eingezahlt habe 🙁. Ich will das nicht mehr. Was kann man tun, dass Sie endlich den Account schliessen und mir mein Geld zurück geben???

Lg

Dear Andi1986,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Andi1986,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Mafia Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Mafia Casino representative to join this conversation and participate in resolving this complaint.

Dear Mafia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear All,

Thank you for bringing this matter to our attention.

We genuinely understand that waiting can be frustrating, and we appreciate your patience while we look into the details of this case. Please be assured that the matter is currently under thorough review by our relevant department.

We are carefully checking all the specifics to ensure a fair and accurate resolution. We will provide an update as soon as the review is complete.

Thank you for your understanding.

Best regards,

Mafia Casino Team

Dear Mafia Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear All,

We would like to provide an update regarding this case.

Following a direct communication with the player via email, a mutual agreement has been reached. We are pleased to confirm that the refund has been successfully initiated from our side, and the funds should appear in the player's account shortly.

We appreciate the player's cooperation in resolving this matter.

Best regards,

Mafia Casino Team

Hello esteemed Mafia Casino Team,

The money has been received. Thank you for the quick resolution of the problem.

Regards

Hallo wertes Mafia-Casino Team,

Geld ist eingegangen. Ich bedank mich für die schnelle Klärung des Problems.

Mfg

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

Dear Andi1986,

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,

Igor