Mafia Casino - Il giocatore sostiene che l'account sia stato autorizzato impropriamente nonostante l'autoesclusione.

Good morning,

I am filing an official complaint against Mafia Casino - a brand directly related in structure, ownership and licensing to Wonaco Casino (the same network of operators).

On February 2, 2025, I sent Wonaco Casino an official statement about my severe gambling addiction, directly requesting that my data be blocked from all sister casinos owned by the operator. The operator, as a single business entity, recognized my critical health and financial concerns.

Despite this, Mafia Casino completely abandoned its cross-branding ban. The casino allowed me to register a new account without any issues, accepted my deposits, and allowed me to lose significant sums of money.

Allowing a customer who has declared an addiction to play on the same network is a blatant violation of Responsible Gaming standards. Transferring responsibility to a player who is in a state of constant gambling addiction is unacceptable. Because the operator knew I was addicted, Mafia Casino had a legal and moral obligation to block registration using my personal information.

Therefore, I demand a full refund of all funds (deposits) paid to Mafia Casino. As key evidence in this case, I have attached correspondence from Wonaco Casino, which clearly demonstrates when the operator learned of my addiction, as well as my transaction history at Mafia Casino. I also have an email from Mafia Casino apologizing for this situation—the evidence is attached.

Kind regards,

Lukasz ****

Dzień dobry,

Składam oficjalną skargę na Mafia Casino - markę bezpośrednio związaną strukturą, własnością i licencją z Wonaco Casino (ta sama sieć operatorów).

2 lutego 2025 roku wysłałem do Wonaco Casino oficjalne oświadczenie o moim głębokim uzależnieniu od hazardu, w którym bezpośrednio zażądałem zablokowania moich danych we wszystkich siostrzanych kasynach należących do tego operatora. Operator, jako jedna struktura biznesowa, zdał sobie sprawę z mojego krytycznego problemu zdrowotnego i finansowego.

Mimo to Mafia Casino całkowicie zrezygnowało z wdrożenia zakazu cross-brand. Kasyno pozwoliło mi bez problemu zarejestrować nowe konto, zaakceptowało moje wpłaty i pozwoliło mi stracić znaczne sumy pieniędzy.

Zezwolenie klientowi, który zadeklarował uzależnienie, na grę w ramach tej samej sieci jest rażącym naruszeniem standardów Responsible Gaming. Przeniesienie odpowiedzialności na gracza, który znajduje się w stanie permanentnego głodu hazardu, jest niedopuszczalne. Ponieważ operator wiedział, że jestem uzależniony, Mafia Casino miało prawny i moralny obowiązek zablokowania możliwości rejestracji przy użyciu moich danych osobowych.

W związku z tym żądam pełnego zwrotu wszystkich środków (depozytów) wpłaconych do Mafia Casino. Jako kluczowy dowód w sprawie załączam korespondencję z Wonaco Casino, która wyraźnie dowodzi, kiedy operator dowiedział się o moim uzależnieniu, a także o historii moich transakcji w Mafia Casino. Mam też e-mail, w którym Mafia Casino przeprasza mnie za tę sytuację - dowody są załączone.

Z poważaniem,

Łukasz ****

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Dear Lukas1231,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. I have checked the Responsible Gambling policy of Wonaco casino, and this is what I 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.

Unfortunately, it’s not written that all your accounts in other casinos of the same owner/group/operator will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.

• Could you please advise whether you informed this casino about your gambling problem before depositing?
• Is your player's account in Mafia Casino open or closed? When was it closed?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Tomas