Mafia Casino - La retirada del jugador se ha retrasado.

I have not received my payment of €500 for 2 months.

I have already contacted support three times.

The first time, they said the money had been sent and I should contact my bank.

The second time, they said, "Okay, we've found the error, we're sorry. Your money will be in your account in 3-5 business days." That was a month ago.

The third time, they said, "We're sorry, please be patient, you'll receive an email from support and your case will be processed." I never received an email.

Seit 2 Monaten erhalte ich meine Auszahlung in Höhe von 500€ nicht.

3 mal habe ich mich schon an den Support gewendet.

Beim 1. mal hieß es das Geld wurde geschickt und ich soll mich mit meiner Bank in verbindung setzten.

Beim 2. mal hieß es okay wir haben den Fehler gefunden tut uns leid. Ihr Geld ist in 3-5 Werktagen auf Ihrem Konto. Das ist 1 Monat her.

Beim 3. mal hieß es tut uns leid haben Sie bitte Geduld, Sie erhalten eine Email vom Support und ihr Fall wird bearbeitet. Ich habe keine Email erhalten.

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Dear Ezzcape69,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Ezzcape69,

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.

Hey,

Previously, I only paid out small amounts, if any at all.

There was no KYC verification.

No bonus was active.

I received a new email from MafiaCasino support.

But as always, all I got was that the money had been sent from your side and that I should contact my bank.

Hey,

Zuvor habe ich wenn dann kleine Beträge ausgezahlt.

eine KYC-Verifizierung gab es nicht.

Es war kein Bonus aktiv.

Ich habe eine neue Email vom MafiaCasino Support erhalten.

Aber lediglich wie immer nur wieder dass das Geld von Ihrer Seite gesendet wurde und ich mich mit meiner Bank in Kontakt setzten soll.

Thank you for your reply, Ezzcape69. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Hey, so I checked again and it was indeed the first payout.

Hey, also habe nochmal geschaut und es war tatsächlich doch die erste auszahlung.

Understood, thank you for updating me on the situation. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, if there is any other relevant correspondence between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

No, the payout had the status "Completed" after 1-2 weeks, but that was 3 months ago now.

Nein die Auszahlung hatte bereits nach 1-2 Wochen den Status " Abgeschlossen " das ist jetzt allerdings schon 3 Monate her.

Dear Ezzcape69,

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, Samuel (samuel.s@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,

Kristina

Dear Ezzcape69,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Mafia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Mafia Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Player,

We understand your concern regarding your pending withdrawal, and our team is actively investigating the issue.

We are working to resolve this for you as quickly as possible and will notify you as soon as we have an update.

Thank you for your patience!

Kind regards,

MafiaCasino Team

Dear Ezzcape69,

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.