Mafia Casino - Запрос игрока на закрытие аккаунта был проигнорирован.

Greetings,

I have requested the closure and self-exclusion of my account several times due to gambling problems, as shown in the emails I attach.

All my emails have always been answered vaguely, offering me additional bonuses to keep my account from being closed, even though I explained my gambling problem.

I am also requesting a refund for the money paid from my email requesting immediate closure, which was not accepted as specified in their terms and conditions.

Salve,

ho chiesto svariate volte la chiusura e l’auto esclusione del mio account per problemi con il gioco d’azzardo come mostrano le mail che vi allego.

A tutte le mie mail mi é stato sempre risposto in modo vago e offrendomi ulteriori bonus per non far chiudere il conto anche avendo spiegato il mio problema con il gioco.

Chiedo anche un risarcimento dei soldi versati dalla mia mail di richiesta di chiusura immediata non essendo stata accolta come invece specificato nei loro termini e condizioni.

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 Fixverolex99xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

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.

• Have you clearly informed the casino about your gambling problem?
• Can you log in to your account now?
• What specific responses did you receive from the casino regarding your closure requests?

Thank you very much in advance.

Best regards,

Petra

Good morning,

As per the email I attached, I have explicitly informed the casino several times of both my desire to self-exclude and my gambling problem.

They always responded with phrases encouraging me to stay registered by offering me additional bonuses.

I still have full access to my account.

Greetings.

Buongiorno,

come dal mail che vi ho allegato ho informato varie volte il casinò in modo molto esplicito sia della mia volontà di auto escludermi che del mio problema con il gioco.

Mi hanno sempre risposto con frasi per incoraggiarmi a rimanere registrato offrendomi ulteriori bonus.

Ho ancora pieno accesso al mio Account.

saluti.

This is one of the many answers I received.

After refusing, they still didn't close the account.

Questa é una delle svariate risposte che mi hanno dato.

Dopo aver rifiutato non hanno comunque chiuso il conto.

Dear Fixverolex99,

Thank you for your reply and for providing the previous details.

Could you please send us the exact request in which you exactly mentioned Gambling Addiction Problem as the reason for the closure of your casino account? The request should contain any of the following terms:

• gambling problem
• problem gambling
• gambling addiction
• gambling issue
• pathological gambling
• compulsive gambling
• ludomania
• ludopathy
• addiction-related struggles
• suicidal thoughts
• mental health impacts
• loss of control
• inability to control
• urgent need for help

Including a clear mention of the problem in your request is required for a successful self-exclusion.

Thank you for your cooperation, and we look forward to your reply.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Greetings,

I am attaching the request I sent

Salve,

vi allego la richiesta che ho inviato

Dear Fixverolex99,

I have reviewed your email, and unfortunately, I must inform you that it does not explicitly state that you are requesting account deactivation due to gambling addiction.

For this reason, I recommend that you contact the casino once again, following the instructions below, and clearly inform them of your gambling addiction as the reason for your self-exclusion. Please send your request directly to the casino’s Responsible Gambling email address: [email protected]

Here is a quick guide for you:

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. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Mafia Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Mafia Casino and keep me informed about any further developments. Thank you in advance.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Fixverolex99,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru