Mafia Casino - A conta do jogador foi encerrada e o acesso foi bloqueado.

I’m coming back here after some time. I’ve had similar issues before, and they also happened on a widespread basis with casinos from this same company. This time, my account was closed due to an administrative decision on the casinos https://bigclash1.com/ca/, https://mafiacasino1.com/en/ and https://7836neon54.com/en/sport.

My activity on these casinos doesn’t vary much. I continued using them because I’m familiar with their similar system compared to other casinos from the same company that I’ve used before. I sometimes use them for card games, mainly Baccarat and its variations, some slots (usually bonus-buy slots), and occasionally I also tried some other miscellaneous games. Saying exactly what I played in the specific casino I’m filing a complaint about is difficult now, especially because I don’t have access to the account to check the history. I also used the sportsbook very little, I think only for fights, and not much at all. The amount I placed in dispute is an approximation. The account is closed and I lost all access to the data.

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?

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 have been using MafiaCasino for a short time, I believe less than a month. However, it is likely that I have been using casinos from the same company for more than one year. I found out through the message I sent, as I tried to log in and it was simply inaccessible. I did not use any bonuses.

Thanks for your reply.

Did you contact the casino via email or the live chat provided? With what result? If the casino responded, send their response to my email at tomas@casino.guru for review.

Could you please confirm your account in the casino was verified?

Please let me know.

When I contact them via live chat, they instruct me to send an email. However, I already sent an email regarding my case (8 days ago) and have not received any response. My account is not verified because they never requested any documents from me.

Dear MarlonUser,

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, Mirka (miroslava.d@casino.guru). 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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mafia Casino representative to join this conversation.

Dear Mafia Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear player,

We kindly inform you that we are checking the matter with the relevant team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

MafiaCasino Team

Dear Mafia Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear All,

We would like to provide an update regarding this case.

Please be informed that the account has been closed due to administrative reasons. This action was taken in accordance with our Terms and Conditions, specifically section 3.9, which states:

"We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

Regarding the remaining balance, we want to reassure you that this matter is still under active review by the relevant department. We are following up on this internally to provide a final resolution as soon as possible.

We appreciate your continued patience while we finalize the details.

Best regards,

Mafia Casino Team

Dear MarlonUser,

Could you please confirm, if you received any information from the casino regarding your withdrawal?

They didn't say anything else. They didn't say anything about verification and nothing about my withdrawal.

Dear Mafia Casino,

Could you please provide us with an update on the player's withdrawal?

Thank you.

Dear player,

Thank you for your patience.

After information that we had from our Verification team, it will be needed from you to provide us some documents regarding the verification of your account. These documents are:

• ID document both sides
• Clear selfie of yourself
• Selfie of yourself holding the front side of your id document and in the background behind you to be the first page of our casino site
• Crypto proof of ownership
• Proof of your deposit

Please provide us these documents by sending us an e-mail to kyc@mafiacasino.com.

Thank you for your cooperation.

Best regards,

MafiaCasino Team

Dear MarlonUser,

Please notify me, when you will be able to provide the casino with all of the requested doxuments.

Thank you.

Do you want a video of me opening my MetaMask? As far as I remember, I usually withdraw to my MetaMask, but I may have withdrawn to an exchange address as well. And I may have also made a deposit through an exchange.

Dear Mafia Casino,

Would you be able to accept screenshot from the wallet interface as a proof of crypto wallet ownership, since when it comes to crypto wallets, they are often anonymous, and do not contain owner's information, or would you be able to offer any other solution?

Could you please also provide us with an update on player's verification process? Are there any other documents, that haven't been submitted yet?

Thank you.

Dear player,

Thank you for your patience.

We kindly inform you that our Verification Team decided that we will need from you to provide us only with your id document both sides and a selfie of you holding the front side of your document were in the background appears the welcome page of our casino site.

Thank you for your cooperation.

Best regards,

MafiaCasino Team

Dear MarlonUser,

Please notify me, when you will be able to progress in your verification process.

Thank you.

Ive sent all documentation now.

Dear MarlonUser,

Have you received any update in your verification process?

I dont received more update. Still waiting for MafiaCasino verify my account.

Dear Mafia Casino,

Could you please provide us with an update on player's verification process?

Thank you.

Dear MarlonUser,

Thank you for your continued patience during the verification process.

We are pleased to inform you that no further documents are required at this stage. To proceed with the manual withdrawal of your remaining balance, please provide us with a valid Crypto Wallet Address for one of the following supported currencies:

-BTC (Bitcoin)

-LTC (Litecoin)

-DOGE (Dogecoin)

-ETH (Ethereum)

-USDC (ERC20 Network)

Once you provide these details, our Finance Department will prioritize the processing of your funds.

Thank you for your cooperation.

Best regards,

MafiaCasino Team

Here is my Metamask USDT ERC20 and BEP20 address.

0x70D0D9E84EAdB5BeFaF14b42034e68255DdF1e5F

Dear MarlonUser,

Have you received the full disputed amount by now?

No. I dont received more messsages after sent my cripto address.

Dear Mafia Casino,

Could you please provide us with an update on player's verification process?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear MarlonUser,

We kindly inform you that we will have updates for you as soon as possible.

Thank you for your patience and excuse us for the delay.

Best regards,

MafiaCasino Team

Dear MarlonUser,

We kindly inform you that the crypto address provided is not supported from us.

We will need please crypto address of one of the below options:

-BTC

-LTC

-DOGE

-ETH

-USDC (ERC20)

Thank you for your your cooperation.

Best regards,

MafiaCasino Team

My ERC20 and BEP20 address is correct, Metamask wallet

0x70D0D9E84EAdB5BeFaF14b42034e68255DdF1e5F

This is the same address I shared in my other complaints here; CasinoGuru can verify this. It's under my use and works perfectly.

I created a new address Metamask ERC20 for this also

0x389d67fA5FBbE1001e8f29f404FB1857034600eC

Dear Mafia Casino,

Could you please confirm, if you would be able to process withdrawals to one of the mentioned payment methods?

Dear MarlonUser,

We would like to inform you that both addresses were checked, however we do not support these wallets after information that we had from the relevant team. Could you kindly think of any other payment method that you could provide to us taking into consideration the above methods shared in our previous messages?

Thank you for your cooperation.

Best regards,

MafiaCasino Team

Here is my Binance Wallets

DRHbU7jEe6HyRMvMJDTdgwgW17TJ5au3GQ (DOGE)

LNRLGMopSg8fquSFU8SzqRupPPF95bGEJy (LTC)

15B6g6x4yF51GHD2bH6Bh3yHyRYf6o6ftT (BTC)

I reiterate that this makes no sense. I used to withdraw money using these addresses and they continue to work perfectly. If these errors persist, you can simply unblock my account; there should be an option for me to withdraw from there.

Dear Mafia Casino,

Please try to use one of the abovementioned wallets to process withdrawals.

Thank you.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates for you very soon.

Thank you for your cooperation and your patience.

Best regards,

MafiaCasino Team

Dear Mafia Casino,

We will be waiting for update in the payment process.. We would greatly appreciate it if you could process the payment at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide resolution in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear MarlonUser,

Thank you for your patience.

We kindly inform you that your manual withdrawal has been completed successfully.

Thank you for your understanding.

Best regards,

MafiaCasino Team

Thank you for the update, Mafia Casino.

Dear MarlonUser,

Please notify me, when you receive the full disputed amount. Feel free to use the 'resolved' button.

Dear MarlonUser,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MarlonUser,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka