Mafia Casino - Запрос игрока на закрытие учетной записи игнорируется.

Good morning, on the 29th, after discussing it via chat, I was instructed to send an email, which I did, requesting the closure of my account and specifying my gambling problem. They replied that same day, although in English, as they claimed they didn't have native speakers. However, this shows they read my email, completely ignoring the account closure request and the reason for it. This led me to deposit again, lose again, and still no one closes my account. On May 1st, I sent another email specifying my problem. And today, the same thing happened, and I deposited again. I haven't been at this casino long, and I recently relapsed after many years, so I want to stop it as soon as possible. I have screenshots of the emails but not of the chat, where they just keep telling me to speak with my VIP agent, who doesn't exist and no one ever answers me. I can't post the screenshots here, but I'm waiting to send them by email. Thank you very much.

Buenos días, el pasado día 29después de hablarlo por el chat me indicaron mandar el correo y así lo hice solicitando el cierre de mi cuenta especificando mi problema con el juego. Ese mismo día me contestaron aunque en inglés ya que decían que no tenían personas nativas pero eso demuestra que leyeron mi correo ignorando totalmente el cierre de mi cuenta ni el motivo. Eso hizo que volviera a depositar volviera a perder y nadie cerrará mi cuenta. El uno de mayo volví a mandar el mail especificando de nuevo mi problema Y hoy volvió a ocurrir lo mismo y volví a depositar. Llevo poco en este casino y hace muy poco que he vuelto a recaer después de muchos años así que quiero frenarlo cuanto antes. Tengo las capturas de los correos pero del chat no, en el cual sólo me dicen una y otra vez que hable con mi agente VIP el cual ni existe ni nunca me contesta nadie. Por aquí no me deja poner las capturas pero estoy a la espera para enviarlas por correo.muchas gracias

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mafia Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues and the casino's responses? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Have you asked the casino for a refund of lost funds due to failed player protection? Have you received any response?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

I've emailed you everything you asked for. Of course, my account is still open, and my last deposit was on the 4th. Best regards.

Te he enviado por correo todo lo que me pediste.por supuesto mi cuenta sigue abierta,y mi último depósito fue el día 4.un saludo

Good morning, I've already sent everything I have. Your response is due in one day. I don't know if you need anything else. I need my account closed as soon as possible, but it's still open. Regards.

Buenos días,ya he enviado todo lo que tengo.falta un día para vuestra respuesta,no se si necesitáis algo más.necesito que cierren mi cuenta cuanto antes y ahí sigue abierta.un saludo

Dear Rakeloviedo,

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, Kubo ([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,

Tomas

Dear Rakeloviedo,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mafia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mafia Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo