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I have not received my payment of €500 for 2 months.

I have already contacted support three times.

The first time, they said the money had been sent and I should contact my bank.

The second time, they said, "Okay, we've found the error, we're sorry. Your money will be in your account in 3-5 business days." That was a month ago.

The third time, they said, "We're sorry, please be patient, you'll receive an email from support and your case will be processed." I never received an email.

Seit 2 Monaten erhalte ich meine Auszahlung in Höhe von 500€ nicht.

3 mal habe ich mich schon an den Support gewendet.

Beim 1. mal hieß es das Geld wurde geschickt und ich soll mich mit meiner Bank in verbindung setzten.

Beim 2. mal hieß es okay wir haben den Fehler gefunden tut uns leid. Ihr Geld ist in 3-5 Werktagen auf Ihrem Konto. Das ist 1 Monat her.

Beim 3. mal hieß es tut uns leid haben Sie bitte Geduld, Sie erhalten eine Email vom Support und ihr Fall wird bearbeitet. Ich habe keine Email erhalten.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Ezzcape69,

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. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

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

Best regards,

Kristina

Dear Ezzcape69,

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.

Hey,

Previously, I only paid out small amounts, if any at all.

There was no KYC verification.

No bonus was active.

I received a new email from MafiaCasino support.

But as always, all I got was that the money had been sent from your side and that I should contact my bank.

Hey,

Zuvor habe ich wenn dann kleine Beträge ausgezahlt.

eine KYC-Verifizierung gab es nicht.

Es war kein Bonus aktiv.

Ich habe eine neue Email vom MafiaCasino Support erhalten.

Aber lediglich wie immer nur wieder dass das Geld von Ihrer Seite gesendet wurde und ich mich mit meiner Bank in Kontakt setzten soll.

Thank you for your reply, Ezzcape69. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Hey, so I checked again and it was indeed the first payout.

Hey, also habe nochmal geschaut und es war tatsächlich doch die erste auszahlung.

Understood, thank you for updating me on the situation. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, if there is any other relevant correspondence between you and the casino, please forward it to [email protected], or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

No, the payout had the status "Completed" after 1-2 weeks, but that was 3 months ago now.

Nein die Auszahlung hatte bereits nach 1-2 Wochen den Status " Abgeschlossen " das ist jetzt allerdings schon 3 Monate her.

Dear Ezzcape69,

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, Samuel ([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,

Kristina

Dear Ezzcape69,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Mafia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Mafia Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Player,

We understand your concern regarding your pending withdrawal, and our team is actively investigating the issue.

We are working to resolve this for you as quickly as possible and will notify you as soon as we have an update.

Thank you for your patience!

Kind regards,

MafiaCasino Team

Dear Ezzcape69,

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.

I previously received a supposed number with the explanation that I should provide it to my bank for tracing purposes, but my bank can't do anything with this number and can't track a payment that was never credited to my account. These €500 never arrived in my account, so how is my bank supposed to track this money? Can you please explain this to me?

Ich habe davor bereits eine angebliche Nummer erhalten mit der Begründung ich solle diese meiner Bank zur Rückverfolgung vorlegen aber meine Bank kann mit dieser Nummer nichts anfangen und kann keine Zahlung verfolgen die nie auf meinem Konto eingegangen ist. Auf meinem Konto sind nie diese 500€ angekommen, wie soll dann meine Bank dieses Geld verfolgen könnt ihr mir das bitte erklären!?

Hello everyone,

Dear Ezzcape69,

thank you for the update. I understand your point that your bank has not been able to locate the payment based solely on the reference provided by the casino.

Dear Mafia Casino,

could you please provide some additional information regarding the €500 withdrawal from 21 May 2026?

In particular, I would like to understand the current status of this payment from your side. Could you please confirm:

• whether the €500 payment was actually processed and sent to the player's bank/payment provider;
• the exact date on which the payment was processed;
• which payment method/provider was used;
• whether you have any additional proof of payment or transaction confirmation that could demonstrate that the funds were successfully sent;
• and whether the Bank Reference PINNK3GO80 is sufficient for the receiving bank to trace the payment, or whether there is another transaction/reference number that can be provided.

If available, please also provide a proof of payment or other official confirmation showing the payment status and relevant transaction details. I would like to better understand whether the issue is that the payment was successfully sent but cannot be located by the player's bank, or whether there is some other issue with the transaction.

Thank you both for your cooperation.

Dear Player,

To assist us with the investigation into your transaction, please provide a bank statement for IBAN DE****7408.

Please ensure the document meets the following requirements:

Date Range: June 1, 2026, through June 16, 2026 (01.06.2026 – 16.06.2026)

Format: PDF (unedited original document)

Details Visible: Account holder name, full IBAN, and all transactions within the date range

Thank you for your cooperation!

Kind regards,

MafiaCasino Team

Okay, I sent an email with my bank statement from June 2026 to [email protected] sent.

Okay, Ich habe eine e-Mail mit meinem Kontoauszug vom Juni 2026 an [email protected] gesendet.

Hello everyone,

Thank you for the update, Mafia Casino.

I appreciate the information. Please let us know once you have any new information regarding the investigation.

Dear Ezzcape69,

Thank you for your patience and for sending the requested bank statement. Please keep us updated if you receive any further information from the casino.

Thank you both for your cooperation.

Dear Player,

Thank you for providing the requested bank statement.

Following a review by our relevant team, we can confirm that the transaction of €500 is indeed listed on the bank statement you provided, using the exact reference number we previously shared. For your reference, it appears as the first transaction on the second page of your statement.

We hope this clarifies the matter. Please let us know if you need any further assistance!

Kind regards,

MafiaCasino Team

Hello everyone,

thank you, Mafia Casino, for your cooperation and for reviewing the bank statement provided by the player. I appreciate your assistance in clarifying the transaction and confirming that the €500 payment is listed on the statement.

Dear Ezzcape69,

based on the casino's latest confirmation, it appears that the €500 transaction can now be identified on your bank statement using the reference number previously provided.

Could you please confirm whether you are now able to locate and access the €500 payment on your side? If everything is now in order, please let me know if I can go ahead and close the complaint as resolved.

Thank you both for your cooperation.

Okay, yes 👍

okay, ja 👍

Dear Ezzcape69,

I'm glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru