Mafia Casino - После самоисключения аккаунт игрока остаётся открытым.

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]

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.

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 [email protected], 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

Hello Atilla,

Yes, that happened. I uploaded all the documents back then, and my account was, and still is, active. I can still access my account to this day. The email address I used to close the account is the same one I used to register. I'd rather not publish my email address now, but I can send it to you privately if you like. Just so you know, the email address I used is the same one I use here at CasinoGuru.

Thank you so much and best regards

Hallo Atilla,

Ja das ist geschehen. Alle Dokumente habe ich damals hochgeladen und mein Konto war beziehungsweise ist es immer noch aktiv. Ich kann bis heute immer noch auf meinem Konto zugreifen. Die E-Mail-Adresse die ich zur Schließung genutzt habe, ist auch die gleiche E-Mail mit der ich mich registriert habe. Ich würde jetzt meine E-Mail-Adresse nicht veröffentlichen wollen kann aber gerne auf eine private Weise zukommen lassen. Nur ein Hinweis die E-Mail-Adresse die ich genutzt habe ist die gleiche die ich hier bei CasinoGuru verwende.

Lieben Dank und liebe Grüße

Thank you for your reply. Could you please forward your self-exclusion request and the receipts of your deposits directly to my email? You can reach me at [email protected].

Thank you for your patience and cooperation.

Hello,

I sent you an email earlier.

Thank you in advance

Hallo,

ich habe dir vorhin eine E-Mail geschickt.

Danke dir im Voraus

Thank you for your response. I have carefully examined the evidence provided, and regretfully, I was unable to locate a self-exclusion that discloses responsible gaming issues.

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

If there is anything I may have overlooked, please do not hesitate to let me know. Otherwise, I regret to inform you that we will have to proceed with rejecting this complaint.

Thank you for your understanding.