Mafia Casino - La cuenta del jugador permanece abierta tras la autoexclusión.

Dear Casino Guru Team,

I would like to file a complaint against MafiaCasino.

I explicitly requested the permanent closure of my player account (self-exclusion). Despite this clear request, my account was not closed. Instead, I continued to receive bonus offers and was actively encouraged to participate in gambling.

As a result of this behavior, I was able to continue gambling and suffered losses of approximately €2,400 after my self-exclusion.

In my opinion, this constitutes a serious violation of the principles of responsible gaming. Providers are obligated to completely exclude players after a self-exclusion and may neither contact them nor encourage them to continue playing.

I have the relevant documentation:

My request regarding self-exclusion

Bonus offers following this request

Deposits and game history

I request your assistance in recovering my losses.

Furthermore, I reserve the right to legally claim earlier losses totaling approximately €4,000.

Thank you for your support.

Best regards

[Redacted]

Sehr geehrtes Casino Guru Team,

ich möchte eine Beschwerde gegen MafiaCasino einreichen.

Ich habe ausdrücklich die dauerhafte Sperrung meines Spielerkontos (Selbstsperre) beantragt. Trotz dieser eindeutigen Aufforderung wurde mein Konto nicht gesperrt. Stattdessen erhielt ich weiterhin Bonusangebote und wurde aktiv zur weiteren Teilnahme am Glücksspiel animiert.

Infolge dieses Verhaltens konnte ich weiterhin spielen und habe nach meiner Selbstsperre Verluste in Höhe von ca. 2.400 € erlitten.

Meiner Ansicht nach stellt dies einen schwerwiegenden Verstoß gegen die Grundsätze des verantwortungsvollen Spielens dar. Anbieter sind verpflichtet, Spieler nach einer Selbstsperre vollständig auszuschließen und dürfen diese weder kontaktieren noch zum Weiterspielen motivieren.

Ich verfüge über entsprechende Nachweise:

meine Anfrage zur Selbstsperre

Bonusangebote nach dieser Anfrage

Einzahlungen und Spielverlauf

Ich bitte Sie um Unterstützung bei der Rückforderung meiner Verluste.

Zudem behalte ich mir vor, auch frühere Verluste in Höhe von insgesamt ca. 4.000 € rechtlich geltend zu machen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

[Redacted]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mafiacasino.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila