Mafia Casino - L'account del giocatore è stato riaperto nonostante la richiesta di autoesclusione.

Hello, I was playing at mafiacasino1.com. I wrote in the chat that my account should be blocked due to gambling addiction. I was then asked to send everything by email, which I did, and received a reply with a link to the gambling addiction. Today I registered at the casino, my account was open, and I was able to deposit, even though I clearly stated in the email that I have a gambling addiction problem. Therefore, I request a refund of the €25 deposit I made today.

Guten Tag, ich hatte im mafiacasino1.com gespielt ich schrieb im Chat das mein Konto bitte gesperrt werden soll wegen spielsucht. Daraufhin sollte ich alles per Email senden was ich auch tat und habe eine Antwort erhalten mit links wegen spielsucht. Heute habe ich mich im casino angemeldet Konto offen konnte einzahlen, obwohl ich klar und deutlich geschrieben habe in der Email das ich ein spielsucht Problem habe. Deshalb fordere ich meine 25€ Einzahlung die ich heute getätigt habe zurück.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Mafia Casino. I have checked the responsible gambling policy of the casino and have found the following information:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Were you able to reopen your old account, or did you create a new one? What was the exact date when it happened?
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino and their responses? My email address is [email protected].

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,

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Heiko004,

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,
Natalia
Casino.Guru