Mafia Casino - La cuenta del jugador no ha sido cerrada a pesar de las solicitudes.

Dear casinoguru team,

Since they have helped me in the past, I hope for their help here as well.

Because I am addicted to gambling, I requested an immediate and permanent account suspension on October 6, 2025, via live chat and email. Unfortunately, my request was ignored, and I have lost 694 euros to date.

On November 3rd, 2025, I received a call from the casino for promotional purposes and to introduce me to my new VIP manager. I immediately informed them that I am a gambling addict and again requested that my account be blocked. The gentleman on the phone assured me that he would take care of it immediately; however, shortly afterwards I received an email offering bonuses and free spins on my next deposit.

I requested an account freeze again, but now I want my money back since my gambling addiction is obviously being deliberately ignored.

I hope you can help me.

Liebes casinoguru Team,

da sie mir in der Vergangenheit bereits geholfen haben, hoffe ich auch hier um ihre Mithilfe.

Da ich spielsüchtig bin habe ich am 06.10.25 per livechat und per Email um eine sofortige kontosperre für immer gebeten da ich spielsüchtig bin leider wurde meine bitte ignoriert und ich habe bis heute 694 Euro verloren.

Am 03.11.25 wurde ich vom casino angerufen zu werbezwecken und um mor meinen neuem vip Manager vorzustellen ich habe sofort mitgeteilt das ich spielsüchtig bin und erneut um eine kontosperre gebeten. Der Herr am Telefon versicherte mir sich umgehend darum zu kümmern jedoch bekam ich kurzezeit später eine Mail mit angeboten von Boni und freispielen auf meine nächste Einzahlung.

Ich habe erneut um eine kontosperre gebeten aber nun möchte ich mein Geld zurück da offensichtlich bewusst meine spielsucht ignoriert wird.

Ich hoffe ihr könnt mir helfen

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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 I can better understand the situation.

• Have you received any response to your email sent on October 6th, such as an automated message or a ticket number?
• Have you checked your spam folder for a response from the casino?
• Have you contacted the casino's live chat between October 6th and November 3rd? Have you saved your interaction?
• Is your account currently blocked?
• Have you unsubscribed from the casino's marketing communication?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Good day,

I received neither an automatic reply nor a reply that ended up in the spam folder.

I also contacted the live chat on October 6th and they told me that I could only submit an account block request via email, which I did immediately.

After that, I had no more money in my bank account, so I didn't visit the casino or write to you again.

My account is still not blocked; I have not unsubscribed from receiving advertising.

I will send you the entire chat history again.

Thank you in advance.

Guten Tag,

Ich habe weder eine automatische Antwort bekommen noch eine Antwort die im Spam Ordner gelandet ist.

Mit dem livechat habe ich auch am 06.10 geschrieben und dort sagte man mir das ich eine kontosperre nur per Mail einreichen kann was ich sofort tat.

Danach hatte ich kein Geld mehr auf meinem Bank Konto daher habe ich das casino auch nicht mehr besucht oder mit Ihnen geschrieben.

Mein konto ist nochimmer nicht gesperrt abgemeldet habe ich mich nicht vom Erhalt von Werbung.

Ich werde Ihnen nochmal den gesamten Chat Verlauf zuschicken.

Vielen Dank im voraus

Dear team, I urgently need your help. Unfortunately, I deposited around €650 again today and won almost €3000, but due to my gambling addiction I couldn't stop and lost everything again.

I am truly desperate.

I urgently need help.

Liebes Team bitte ich brauche dringend eure hilfe ich habe heute leider wieder ca. 650 € eingezahlt und auch knapp 3000€ gewonnen aber durch meine spielsucht konnte ich nicht aufhören und habe alles wieder verloren.

Ich bin wirklich verzweifelt.

Ich brauche dringend Hilfe

Dear Layla92,

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, Matej ([email protected]). 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

Hello Layla92, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Mafia Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.