Mafia Casino - La solicitud de cierre de la cuenta del jugador se ha retrasado.

Good day, I have the following problem.

I already sent my first email to Mafia Casino on October 4, 2025, requesting that my account be blocked due to gambling addiction.

Unfortunately, there was no response. I then wrote another email on October 25, 2025, and further emails on November 15, 2025, and November 16, 2025.

Today, December 8, 2025, I again requested that my account be blocked.

Unfortunately, there was still no reaction.

Unfortunately, I deposited and lost €1550 during this period.

I would be very grateful if you could help me.

Schönen guten Tag, ich habe folgendes Problem.

ich habe bereits am 04.10.2025 meine erste E-Mail an Mafia Casino mit der Bitte um die Sperrung meines Accounts aufgrund von Spielsucht zu sperren.

leider wurde nicht reagiert, danach schrieb Ich eine erneute E-Mail am 25.10.25 und noch weitere am 15.11.2025 und am 16.11.2025.

heute am 08.12.2025 habe ich erneut um Sperrung meines Konto gebeten.

es gab leider wieder keine Reaktion.

Leider habe ich in diesem Zeitraum 1550€ eingezahlt und verloren.

ich würde mich sehr freuen wenn sie mir helfen könnten.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jango5dxxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. I checked the Responsible Gambling policy and I found this:

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

To clarify the issue:

• Are you able to access the casino now? 
• Have you attempted to contact their customer support through other means, such as live chat or phone?
• Did you receive any automated response to your initial email requests? If so, could you forward it to me? You can send me all the documents directly to the thread or to email: petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Hi Petra, yes, I still have access to my account.

I only contacted them via email, but I did so several times and always made it clear that I have a gambling addiction problem.

Unfortunately, I'm not getting any replies, just advertising on my mobile phone and email from the casino.

Yesterday I sent two more emails demanding that my account be closed due to gambling addiction and also mentioned that I had opened a case on casinoguru. Unfortunately, I still haven't received a reply.

I really hope they can help me because the losses are really hurting.

Attached is my email from yesterday.

Attached are my emails from yesterday.

Hallo Petra, ja ich habe weiterhin Zugriff auf mein Konto.

Ich habe nur per email Kontakt aufgenommen aber das mehrfach und immer deutlich gemacht das ich ein Spielsucht Problem habe.

Antworten bekomme ich leider keine nur Werbung auf Handy und Email vom Casino.

ich habe gestern wieder 2 E-Mails mit der Forderung nach Schließung meines Kontos aufgrund von Spielsucht geschrieben und auch erwähnt das ich einen Fall auf casinoguru eröffnet habe leider habe ich wieder keine Antwort erhalten.

Ich hoffe wirklich das sie mir helfen können da die Verluste echt weh tun.

Im Anhang sind meine E-mail von gestern.

Im Anhang meine E-Mails von gestern.

I still receive advertising every day via SMS and email.

Ich bekomme weiter jeden Tag Werbung per sms und E-Mail

Hey, I still have access to my account and I still receive daily advertisements.

I went through all my emails again and discovered that mafiacasino knew about my gambling addiction at least since October 25, 2025, because that's when they replied to my email.

My account has not been blocked since then, even though I clearly stated that I have a gambling addiction.

I still hope that they will help me get back the money I have lost since I requested the account to be blocked.

Hey ich habe weiterhin Zugriff auf mein Konto und Werbung bekomme ich auch weiter täglich.

ich habe nochmal alle meine E-Mails durchgeschaut und dabei entdeckt das mafiacasino spätestens seit dem 25.10.2025 von meiner Spielsucht wussten da sie da auf meine email geantwortet haben.

mein Konto wurde seitdem trotzdem nicht gesperrt obwohl ich klar formuliert habe das ich Spielsucht habe.

ich hoffe weiterhin darauf das sie mir helfen mein Geld was ich verloren habe seitdem ich die Sperrung verlangt habe zurück zu bekommen.

Hello, is anyone working on my case?

Here are my emails from October 4, 2025; October 25, 2025; November 15, 2025; November 16, 2025, because I can no longer see them in my opening post.

I continue to hope for their support.

Hallo ist jemand an meinem Fall dran?

hier sind noch mal meine E-Mails vom 4.10.2025; 25.10.2025; 15.11.2025; 16.11.2025 weil ich sie in meinem Eröffnungpost nicht mehr sehe.

Ich hoffe weiterhin auf ihre Unterstützung

Dear Jango5d

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, Igor (igor.p@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,

Petra

Dear Jango5d,

I am so sorry to hear about your problem with the Mafia Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mafia Casino representative to join this conversation and participate in resolving this complaint.

Dear Mafia Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello Igor and thank you very much for your support.

Hallo Igor und vielen Dank für die Unterstützung.

Dear Jango5d,

Thank you for reaching out to us.

Please be advised that your casino account has been officially closed in accordance with your request.

We acknowledge your concerns regarding your recent experience with our platform.

Kindly note that your case will be reviewed and escalated internally, and we will provide you with a response as soon as possible.

Thank you for your understanding.

Best Regards,

MafiaCasino Team

Hello, first of all, thank you for finally responding.

I sincerely hope that you will compensate me for my losses after October 4, 2025, as I have written you several emails since October 4, 2025, and made it unmistakably clear that I suffer from gambling addiction.

On October 24, 2025, I started playing again because my account was not blocked.

I gambled away another €830 between October 24th and 25th, 2025.

They were aware of my problems no later than October 25, 2025, as I received a confirmation email and my account was still not blocked, so I have lost a further €730 between November 14, 2025 and December 7, 2025.

I hope for a satisfactory solution to the problem.

Attached is a list of my deposits since October 4, 2025 (the day of my first email).

I made another deposit on October 24, 2025, 20 days after my first email, and have lost €1560 since that day.

Best regards

Hallo, erstmal danke ich ihnen das es endlich eine Reaktion ihrerseits gibt.

Ich hoffe inständig das Sie meine Verluste nach dem 4.10.2025 ersetzen werden, da ich ihnen etliche E-Mails seit dem 4.10.2025 geschrieben habe und unmissverständlich klar gemacht habe das ich unter Spielsucht leide.

Am 24.10.2025 habe ich wieder angefangen zu Spielen da mein Konto nicht gesperrt wurde.

Ich habe am 24.10.2025-25.102025 wieder 830€ verspielt.

Spätestens ab dem 25.10.2025 wussten sie auch bescheid von meinen Problemen, da ich eine bestätigungs E-Mail erhalten habe und mein Konto wurde weiterhin nicht gesperrt, so das ich seit dem weitere 730€ zwischen dem 14.11.2025-7.12.2025 verloren habe.

ich hoffe auf eine zufriedenstellende Lösung des Problems.

im Anhang noch eine Liste meiner Einzahlung seit dem 4.10.2025(dem Tag meiner ersten E-mail)

ich habe am 24.10.2025 also 20 Tage nach meiner ersten E-Mail wieder eingezahlt und seit diesen Tag 1560€ verloren.

mit freundlichen Grüßen

Dear Mafia Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Jango5d,

After carefully reviewing your case, we found only one email from you dated 25/10. In that email, we responded by requesting confirmation of your account closure; however, we did not receive any confirmation from your side.

Please note that when you email our support team, you should receive an automated response containing a reference ticket number. If you are able to provide this number, we will be able to investigate your case further.

We have provided the relevant evidence with all the conversations that we have via email to the forum representative Igor.

Thank you for your understanding.

Kind Regards,

MafiaCasino Team

Dear Mafia Casino,

Thank you for your email and the evidence provided.

Upon reviewing the communication with the player, I would like to point out one important detail.

The player should never be "threatened" that their balance will be voided upon a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Therefore, the player should be eligible for a refund of their deposits.

Dear All,

We acknowledge receipt of your refund request.

As a gesture of goodwill, we are willing to refund the net loss of €730.

This amount corresponds to the net loss incurred from the day following your account closure request, which was made on 25 October 2025 until the account closure.

Please let us know if you require any further details or assistance.

Thank you for your patience and cooperation.

Best Regards,

MafiaCasino Team

Hello, I appreciate your cooperation.

How will you refund my money?

They already have my account number; otherwise, send me an email that I can reply to.

Nevertheless, I still find it strange that my other emails, which I demonstrably sent and in which I pointed out my gambling addiction each time, did not reach you.

Hallo, ich feue mich für ihr entgegenkommen.

wie überweisen sie mir mein Geld zurück?

sie haben ja eigentlich meine Kontonummer ansonsten senden sie mir eine email auf die ich antworten kann.

trotzdem finde ich es weiterhin komisch das meine anderen E-Mails die ich nachweislich versendet habe und auch jedes Mal auf meine Spielsucht hingewiesen habe nicht bei Ihnen angekommen sind.

Dear Jango5d,

Could you please elaborate on what you mean by saying that "the other emails you sent haven’t reached the casino"?

Did you send more requests besides the one you already provided?

I wrote my first email on October 4, 2025, but never received a reply.

In total I wrote 5 emails but only received a reply to the one from 25.10.2025.

Had they responded to my email of October 4, 2025 and blocked my account, I would not have lost €1560 since October 24, 2025.

I already mentioned all of that in previous posts 🙂

Ich habe meine erste email am 4.10.2025 geschrieben darauf aber nie eine Antwort erhalten.

insgesamt habe ich 5 Emails geschrieben aber nur auf die von 25.10.2025 antwort erhalten.

hätte man auf meine E-Mail vom 4.10.2025 reagiert und mein Konto gesperrt hätte ich nicht 1560€ seit dem 24.10.2025 verloren.

das hatte ich aber bereits alles in den vorherigen Posts erwähnt🙂

Dear Jango5d,

Thank you for your explanation, and sorry for the misunderstanding.

I wanted to know if there were any additional emails or requests besides the ones you already provided.

Dear Mafia Casino,

Could you please comment on the fact that the player asked for self-exclusion multiple times before he received any response from your support?

Hello Mafiacasino, it would be nice if you could tell me how and when you will transfer my money?

Best regards

Hallo Mafiacasino es wäre nett wenn sie mir mitteilen wie und wann sie mir mein Geld überweisen?

mit freundlichen Grüßen

Dear All,

As previously mentioned, we have conducted a thorough search of our system and no other emails or closure requests were found prior to the one received on October 25.

To help us investigate your claim further, we have already asked to Jango5d to kindly provide the reference numbers of the emails for the previous requests. This information will allow us to track down any earlier communication that may not be appearing in our primary records.

Once we have those details, we will be able to review the timeline of your request more accurately.

Until now, we can only consider the request that is present in our system on 26 October.

Best Regards,

MafiaCasino Team

I have already provided all the emails I sent and received.

And I keep saying that I only received a reply to the email from October 25, 2025, and never to any other emails!

As I already said, I'm surprised that the other emails didn't reach you; I sent them and I can prove it.

Of course, I don't have any other reference number besides the one they have, since they didn't reply to my email.

I only received a reply to my email from 25.10.25, but not to any of my other emails.

But as already mentioned, I appreciate your cooperation and would like to end the matter, so I ask you again how and when you intend to refund me the €730.

Best regards

Ich habe bereits alle E-Mails die ich gesendet und auch erhalten habe zur Verfügung gestellt.

Und ich sage die ganze Zeit das ich nur auf die E-Mail vom 25.10.25 eine Antwort erhalten habe sonst nie!

ich sagte ja bereits ich wundere mich das die anderen E-Mail bei ihnen nicht angekommen sind, gesendet habe ich sie und ich kann das auch nachweisen.

Eine weitere Referenznummer außer der die sie haben habe ich natürlich nicht da ja nicht auf meine E-Mail geantwortet wurde.

ich habe nur auf meine E-Mail von 25.10.25 eine Antwort erhalten auf keine meiner anderen E-Mail.

aber wie bereits erwähnt freue mich über Ihr entgegenkommen und würde das Thema auch gerne beenden also frage ich sie erneut wie und wann sie mir die 730€ erstatten wollen.

mit freundlichen Grüßen

I still receive advertising via SMS to this day and I ask you to stop.

Ich erhalte auch bis zum heutigen Tag Werbung per sms und bitte sie das einzustellen.

Dear Mafia Casino,

According to the player’s latest screenshot, the player is still receiving promotions via SMS.

Could you please check why this is still happening and stop sending promotional offers to the player? Thank you.

Additionally, the player has agreed to your refund offer of €730.

Please share how you would like to proceed with this.

Dear Jango5d,

We would like to kindly assure you that from now on you should no longer receive promotional sms.

Furthermore, we are pleased to inform you that your refund is in process.

Thank you for your patience and cooperation.

Kind Regards,

Mafia Casino Team

Dear Jango5d,

According to the casino’s message, your refund should be processed.

Please let us know when you receive your money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello, the refund has been credited to my account today.

Thanks again for your cooperation @mafiacasino.

I would also like to thank you very much for your support, Igor, and the entire Casino Guru team as well.

Best regards

Hallo, die Rückerstattung ist heute auf meinem Konto eingegangen.

danke nochmals für Ihr entgegenkommen @mafiacasino.

Auch möchte ich mich bei Ihnen vielmals für die Unterstützung bedanken Igor und dem gesamten Casino Guru Team ebenfalls.

mit freundlichen Grüßen

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jango5d,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor