Mafia Casino - Учетная запись игрока остается открытой, несмотря на запрос о самоисключении.

Here is my last email to the casino:

Ladies and Gentlemen

Despite being banned from OASIS, I was able to open a player account with you and deposit money on November 21, 2025.

As early as November 22, 2025, I sent an email requesting the closure of my account due to gambling addiction.

You did not comply with this request.

On November 24, 2025, I sent a reminder and follow-up question. Also without success.

I repeatedly asked in the chat when my account would finally be blocked. I was always told that it would take some time.

The worst response I ever received was: "We'll only close the account if you stop logging in." That defeats the purpose of blocking an account due to gambling addiction.

Unfortunately, I don't have any screenshots from the online support. However, I've attached the emails.

Instead of blocking my account, I was immediately accepted as a VIP on November 24th.

Dear Sir or Madam, since registering with you I have lost 23,595 euros.

If I generously allow a grace period of one week until November 29, 2025, there are still 18,785.

I request the immediate suspension and closure of my account. Furthermore, I request a refund of my losses.

I have attached files. They show my losses in Excel format, my emails, your official transaction history, and a WhatsApp message to my VIP account manager.

With kind regards

Ich poste hier mal meine letzte Mail an das Casino:

Sehr geehrte Damen und Herren,

trotz Sperre bei OASIS konnte ich am 21.11.2025 ein Spielerkonto bei Ihnen eröffnen und Geld einzahlen.

Bereits am 22.11.2025 habe ich eine Mail mit der Bitte um Schliessung meines Kontos wegen Spielsucht gebeten.

Dieser Bitte sind Sie nicht nachgekommen. 

Am 24.11.2025 habe ich eine Erinnerung und Rückfrage gesendet. Auch ohne Erfolg.

Mehrfach habe ich im Chat nachgefragt, wann denn endlich mein Konto gesperrt wird. Ich wurde immer vertröstet, dass das etwas dauert.

Die schlimmste Antwort war mal: "Wir schliessen das Konto erst, wenn Sie ich nicht mehr anmelden". Das ist ja nicht Sinn einer Kontosperre wegen Spielsucht.

Leider habe ich keine Screenshots aus dem Onliesupport. Die Mails hänge ich aber an.

Statt mein Konto zu sperren, wurde ich am 24ten November sofort als VIP aufgenommen.

Sehr geehrte Damen und Herren, seit meiner Anmeldung habe ich bei Ihnen 23.595 Euro verloren.

Wenn ich grosszügig eine Karenzzeit von einer Woche bis zm 29.11.2025 ansetze, sind es noch 18.785.

Ich bitte nun um sofortige Sperrung und Schliessung meines Kontos. Desweiteren bitte ich um Rückerstattung meiner Verluste.

Ich habe Dateien angehängt. Die zeigen meine Verluste als Excel, meine Mails, Ihren offiziellen Transaktionsverlauf und eine WhatsApp an meine VIP-Betreuerin.

Mit freundlichem Gruss

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 jo64075, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Mafia Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests other than the emails you have attached in your first message?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you in advance for your support. I am sending you the answers to your questions below:

Unfortunately, I haven't received any replies to my emails regarding self-exclusion. Instead, I keep getting offers for bonuses, VIP status, etc.

As described at the beginning, I repeatedly inquired about the status of my account suspension via online chat and received the following responses: I repeatedly asked in the chat when my account would finally be suspended. I was always told that it would take some time, or that it was being forwarded.

The worst answer I ever received was: "We will only close the account if you no longer log in."

I also contacted my VIP manager via WhatsApp. However, I only received new offers. Contrary to other messages, there was no response to my self-exclusion request.

Regarding KYC verification, my account states: "It looks like your account doesn't need to be verified. Have fun playing!" And indeed, payouts were made in the meantime without any verification request.

Kind regards and thank you so much for your help.

jo64075

Sehr geehrter Attila,

vielen Dank vorab für Ihre Unterstützung. Anbei sende ich Ihnen die Antworten auf Ihre Fragen:

Ich habe leider keine Antworten auf meine E-Mails zur Selbstsprerrung bekommen. Stattdessen immer wieder Angebote für Boni, die Ernennung zum VIP, etc.

Wie eingangs schon beschrieben, habe ich auch im Online-Chat mehrfach nachgefragt, was mit meiner Sperrung ist und solche Antworten erhalten: Mehrfach habe ich im Chat nachgefragt, wann denn endlich mein Konto gesperrt wird. Ich wurde immer vertröstet, dass das etwas dauert. Oder, dass das weitergeleitet wird.

Die schlimmste Antwort war mal: "Wir schliessen das Konto erst, wenn Sie ich nicht mehr anmelden". 

Meine VIP-Betreuerin habe ich auch über WhatsApp kontaktiert. Da kamen aber auch nur neue Angebote. Auf den Selbstausschluss wurde entgegen anderer Nachrichten nicht reagiert.

Zur KYC-Verifizierung steht in meinem Account: "Es sieht so aus, als ob dein Konto nicht verifiziert werden muss. Viel Spass beim Spielen!" Es wurde ja auch zwischendrin ausgezahlt, ohne Nachfrage nach Verifizierung.

Liebe Grüße und vielen Dank für die Hilfe.

jo64075

My problem increased by 5250 euros last night.

Mein Problem hat sich letzte Nacht um 5250 Euro erhöht.

Dear jo64075,

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, Martin ([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,

Attila G.

Hello jo64075,

I am sorry to hear about your troubles, I will be taking over your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. In case you receive any communication from the casino's side, please let me know. I would also like to invite the Mafia Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history? According to information at my disposal, the player has been asking the casino to exclude him from gameplay since 22nd of November.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to [email protected]

I sent another email. Martin is copied on it.

Best regards

J.

Habe nochmals eine Mail versendet. Martin ist in Kopie.

Liebe Grüße

J.

Dear jo64075,

I hope this message finds you well.

We sincerely appreciate your understanding and apologize for any inconvenience this situation may have caused.

We are currently investigating this matter and will respond to you with a comprehensive reply at our earliest convenience.

Thank you very much for your patience and support as we work to resolve this issue.

Best regards,

MafiaCasino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your internal investigation.

Dear jo64075,

We are contacting you to provide a formal update on your account, which is currently closed.

We would like to clarify the timeline regarding this closure. Although you expressed a desire to close your account via Live Chat on 22 Nov 2025, Customer Support correctly informed you at that time that a formal request must be sent via email, as required by our Terms and Conditions.

However, based on our review of all available communication, we have no record of an email request being submitted. Consequently, your account remained open until the current date.

Furthermore, we wish to bring to your attention the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

4.1 : By opening an account on our Website and by using our Website you warrant that:

• you are acting on your own behalf;
• you are a competent and law-abiding citizen;
• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;
• all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;
• you fully understand and accept the fact that there is a possibility of monetary loss while using our services;
• you are not using monetary funds that you have received in an illegal way or from illegal sources;
• you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website;
• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

6.6.2 :  No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.

Best regards,

MafiaCasino Team

Dear Sir/Madam, I have documented proof that I sent several emails requesting the account to be blocked. These emails were also copied to casino.guru. I therefore request a refund.

Sehr geehrte Damen und Herren, ich habe nachweislich mehrere Mails mit der Bitte um Sperrung des Kontos gesendet. Auch mit casino.guru in Kopie. Ich bitte daher um Erstattung.

Dear jo64075,

please forward me the emails in which you have asked the casino for self exclusion. I have of course seen the PDF files which include the full messages, but I believe it would be best if I could forward these emails straight to the casino representative in their original format.

Dear Martin, I have just forwarded the original emails.

Thank you so much for your support.

Lieber Martin, ich habe eben die Mails im Original weitergeleitet.

Viele Dank für die Unterstützung.

Dear jo64075,

thank you for your continued cooperation.

Dear casino representative,

I have forwarded you some of the player's self-exclusion emails.

Dear Martin,

Could you please provide the reference number for the email sent with the player's email evidence, as we are unable to locate it?

Thank you.

Best regards,

MafiaCasino Team

I did not receive a reference number.

Ich habe keine Referenznummer erhalten.

Dear Jo64075,

The question was addressed to a Casino Guru representative. However, if you have any evidence that you emailed our Support Team to request the closure of your account, please feel free to provide it in the form of a screenshot showing the date, addressee, recipient and full context of the message.

Thank you for your cooperation.

Dear Martin,

Could you please provide the reference number for the email containing the player's evidence of account closure? We are unable to locate it.

Thank you.

Best regards,

MafiaCasino Team

Dear casino representative,

I can also confirm I have not received a reference number after sending an email to your email address. Do you believe there is an issue with your email inbox? Alternatively, are there any blocked email domains?

That said, I’d like focus on the responsible gambling aspect of this case. Regardless of whether the request was sent via email or discussed through live chat or WhatsApp, the player repeatedly communicated gambling-related issues and a clear wish to stop playing as early as November 22.

From our perspective, this should have triggered immediate protective measures. Instead, the account remained active, deposits continued, and the player was even accepted as a VIP, which is difficult to reconcile with responsible gambling standards.