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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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