Mafia Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Well, I requested a withdrawal, 3 days passed, my withdrawal was canceled, for no reason, they claim I defrauded the site. I called the chat and asked why the withdrawal was canceled and why I can't access the account, it simply says that for administrative reasons your account has been suspended and the balance confiscated, but it is not the first site of the same management that does this, I have already noticed that if you are a patient player and you make gains, they block you and prevent any type of activity on the site, I kindly ask you to help me in this case, because they are practicing fraud by doing this! I really don't know how it has so many positive points, I want my money! That's all, I don't care about getting my account back, because on a site like this I don't intend to play again! I just want my money! Which I'm sure I'm entitled to and there's no violation on my part!

Bem, solicitei um saque, se passaram 3 dias, meu saque foi cancelado, sem motivo nenhum, alegram que fraudei o site. Acusação gravíssima, que com certeza é um termo aleatório me dito somente para não me pagar, chamei o chat e perguntei o porquê do cancelamento do saque e porque não consigo acessar a conta, simplesmente diz que por motivos administrativo sua conta foi suspensa e o saldo confiscado, mais não é o primeiro site de mesma gestão que faz isso, já percebi que se você for um jogador paciente e que obtem ganhos, eles te bloqueiam e impedem qualquer tipo de atividades no site, peço gentilmente que vocês me ajudem nesse caso, pois eles que estão praticando fraudes fazendo isso! Não sei sinceramente como tem tantos pontos positivos, quero meu dinheiro! Somente isso, não me importo em ter a conta de volta, pois em um site desse eu não pretendo jogar novamente! QUERO apenas meu dinheiro! Que com certeza eu tenho meu direito e não há violação nenhuma da minha parte!

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Dear Bits60,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

Could you tell us which games you focused on - slots, live casino, sports betting, etc.? Answer: casino only, slot machines or slots

Did you pass the verification before losing access to the account? Answer: I was not asked for KYC.

Did you accumulate your winnings with or without an active bonus? Answer: With an active bonus, but it wasn't a sticky bonus, so I canceled the bonus and continued playing without a bonus, just with a real balance.

Você poderia nos informar em quais jogos você se concentrou - caça-níqueis, cassino ao vivo, apostas esportivas, etc.? Resposta: cassino somente, caça - níqueis ou slots

Você passou na verificação antes de perder o acesso à conta? Resposta: não me foi solicitado KYC.

Você acumulou seus ganhos com ou sem um bônus ativo? Resposta: Com bônus ativo, maís não era bônus pegajoso, então cancelei o bonus e continuei jogando sem bônus, apenas com saldo real.

Dear Bits60,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Bits60,

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.

I sent all the files I have to your email about six days ago, I thought you'd seen them!

Eu enviei todos os arquivos que tenho para seu email, faz uns 6 dias, achei que você tinha tinha visto!

Thank you very much, Bits60, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Bits60,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mafia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s balance have been confiscated and the account was suspended?

Thank you in advance for providing the information.

Dear all,

Thank you for bringing this matter to our attention and allowing us to participate.

Please allow us some time to conduct a thorough investigation and gather the facts surrounding the case. We will post a reply once there is an update.

We are grateful for your patience.

Kind regards,

Mafia Casino

Dear Mafia Casino Team,

Thank you very much for the update!

We would appreciate it if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

Thank you for your patience during this time.

Please be informed that the complainant's account has been permanently closed due to breach of our Terms and Conditions.

Following a careful review, we concluded that we will pay out the player's winnings as a good will gesture. To do so, we kindly urge Bits60 to send us his bank account details in response to our most recent email.

We are grateful for your cooperation.

Kind regards,

Mafia Casino

I will send the requested data, but I kindly ask Casino guru to keep the complaint open until the withdrawal is completed, to make sure that the 630 BRL (full amount) will be paid, in addition I was asked for bank transfer data, I don't know if there may be fees, but for the chargeback (60 BRL, which is not the amount that must be paid) they asked me for a cryptocurrency wallet, so I can send my cryptocurrency wallet for the payment.

Eu irei enviar os dados solicitados, mais peço gentilmente que o Casino guru, mantenha a reclamação aberta até o saque ser concluído, para certificar que os 630 BRL ( valor inteiro) será pago, além disso foi me solicitado dados de transferência bancária, não sei se pode haver taxas, mais para o estorno ( 60 BRL, o que não é o valor que deve ser pago) eles me solicitaram carteira de cryptomoedas, então posso enviar minha carteira de cryptomoedas para o pagamento.

Thank you everybody for cooperation!

Dear Bits60, do not worry,

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

All right! I'm waiting for the payment, as soon as it's complete I'll let you know.

Tudo bem! estou aguardando o pagamento, assim que for concluído eu irei avisá-los.

Dear Bits60,

can you please give us an update? Have you received your withdrawals?

They sent me this message, I made it clear to them that I don't want a refund, I want my winnings as agreed here, the 630 BRL, not the deposit refund and that the complaint will remain open until they pay me my 630 BRL! So far nothing has landed in my account, which seems to be a lot of hassle!

Eles me enviaram essa mensagem, eu deixei claro para eles que eu não quero reembolso, eu quero meus ganhos como estar sendo acordado aqui, os 630 BRL, não o reembolso de depósito e que a reclamação vai continuar aberta até me pagarem meus 630 BRL! Então até agora nada caiu em minha conta, o que parece que eles enrolam bastante!

Dear Mafia Casino Team, can you please send me some information and evidence regarding the breach of Terms and Conditions to martina.b@casino.guru .

Thank you so much in advance

Dear Bits60,

We kindly request to check our email reply and provide the required information so as to proceed with the payment.

Thank you for your cooperation.

Kind Regards,

Mafia Casino Team

Dear Bits60,

do you agree with casino´s proposal to receive refund of your deposits?

I don't accept it, they've already given me that option without me opening a complaint, so it's only fair to open a complaint so they can pay me my full amount, my winnings! Because I didn't break any rules and I didn't play with bonuses, just real money. Have they sent you any proof of manipulation on my part or anything wrong? If yes: I ask you to show here which rules with proof. Because I have proof that they block me for no reason on sites that they manage, this happens because I usually get lucky on their sites and obviously they don't want to lose, so I want you to pay me my 630.00 BRL. NO REFUNDS. And I don't understand Casino guru why you are agreeing that I only get a refund of the deposit, when I have a balance of 630 BRL, not 70 BRL, and they even said in an email that they would pay out my winnings.

Não aceito, eles já me deram essa opção sem que eu abrisse a reclamação, então justamente abrir a reclamação para me pagarem meu valor total, os meus ganhos! Pois eu não quebrei nenhuma regra e não joguei com bônus, apenas saldo real. Eles enviaram para vocês alguma prova de manipulação da minha parte ou algo errado? Se sim: solitico que mostrem aqui quais regras com provas. Pois tenho provas que eles me bloqueiam sem motivos em sites de mesma gestão deles, isso acontece porque geralmente eu tenho sorte nos sites deles e obviamente eles não querem perder, então eu quero que me pague meus 630,00 BRL. NÃO REEMBOLSO. E eu não entendo Casino guru porque vocês estão concordando com que eu receba apenas reembolso do depósito, sendo que eu estou com 630 BRL de saldo, não 70 BRL, além disso eles mesmo disseram por email que iriam pagar meus ganhos.

Dear Bits60,

I understand your frustration. To be clear, I did not agree with anything. It is not up to me, as it is not my money at stake. The decision is entirely yours. That is why I asked whether you had changed your mind. It is clear that you have not.

Dear Mafia Casino,

I would like to kindly ask you once again to send me the evidence regarding the player’s breach of terms to my email address: martina.b@casino.guru.

Thank you very much in advance.

They paid me today, I am very grateful to Casino guru for always helping players against sites that claim to be serious but act in bad faith, I make it very clear that all sites with the same layout or bonus grab they block me, I have some sites that I only deposited and did not play the bonus, because they immediately blocked me, without any reason, just like they did at Mafia. So any other fraudulent act that the Casino tries to do on future sites, I will come here to complain, because I know that Casino guru will help me! Thanks again Casino guru!

Eles me pagaram hoje, sou muito grato ao Casino guru por sempre ajudar os jogadores contra sites que se dizem sérios mais agem de má fé, deixo bem claro que todos sites de mesmo layout ou grab bônus eles me bloqueiam, tenho alguns sites que só depositei e não joguei o bônus, pois logo me bloquearam, sem nenhum motivos, assim como fizeram no máfia. Então quaisquer outro ato fraudulento que o Casino tentar fazer em próximos sites, eu irei vim aqui reclamar, que eu sei que o Casino guru vai me ajudar! Muito obrigado mais uma vez Casino guru!

Oh Bits60, that´s wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.