Mafia Casino - A desistência do jogador foi adiada e os documentos foram rejeitados.

Hello, I have a €1300 balance that I've been trying to withdraw since September 2025. I've uploaded my documents countless times, and each time the status is "processing" for two weeks before they are rejected without explanation and requested again. This has been going on for four months now, and I can't resolve the issue without your help.

These are two documents: transaction history and proof of ownership of a crypto wallet.

I've uploaded both documents at least five or six times, and they're simply rejected without explanation. I've repeatedly explained in the live chat that my crypto wallet doesn't contain any personal data and that I've uploaded a screenshot of my crypto wallet. Each time, it's pending for two weeks before being rejected again without reason.

My documents were accepted at other casinos in this group, and I find Mafia Casino's behavior highly unprofessional; it looks like they don't want to pay me.

Hallo ich habe 1300€ Guthaben die ich seit September 2025 Versuche auszuzahlen. Ich habe unzählige Male meine Dokumente hochgeladen und jedes Mal ist der Status 2 Wochen lang "in Bearbeitung" und dann werden sie grundlos abgelehnt und erneut angefordert. Das geht jetzt seit 4 Monaten so und ich kann das Problem ohne Ihre Hilfe nicht lösen.

Es handelt sich um 2 Dokumente: Transaktionsverlauf und Nachweis des Besitzers eines Krypto Wallet.

Beide Dokumente habe ich mindestens 5 oder 6 mal hochgeladen und sie werden einfach ohne Begründung abgelehnt. Ich habe mehrfach im Live Chat erklärt dass mein Krypto Wallet keine persönlichen Daten enthält und ich einen Screenshot von meinem Krypto Wallet hochgeladen habe. Dann ist es jedes Mal 2 Wochen auf ausstehend um dann wieder Grundlos abgelehnt zu werden.

In anderen Casinos dieser Gruppe wurden meine Dokumente akzeptiert und das Verhalten von Mafia Casino finde ich höchst unprofessionell und sieht danach aus mich nicht bezahlen zu wollen.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the screenshots you sent to the casino to verify your account, along with the communication with the casino customer support? My email address is veronika.f@casino.guru.
• Have all your other identity documents been successfully verified?
• What types of games did you play at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

I uploaded this screenshot from my Trust Wallet app.

My other ID and selfie documents were accepted. I only played slots.

Hi Veronika,

Ich habe diesen Screenshot aus meiner Trust Wallet App hochgeladen

Meine anderen Ausweis und Selfie Dokumente wurden akzeptiert. Ich habe nur Slots gespielt.

Thank you for your response.

Have you tried contacting the casino’s customer support via email and requesting assistance with the verification of ownership of your Trust Wallet? In some cases, email support can be more helpful than live chat when it comes to verification-related matters.

Since Trust Wallet is a non-custodial wallet, casinos usually accept alternative proof of ownership. This may include a screenshot or a short video showing the wallet address, the specific coin or token used, and the transaction history. Alternatively, the casino may ask you to sign a message directly in Trust Wallet. The message would be provided by the casino and would cryptographically prove that you control the wallet, although not all casinos support this option.

Regarding the missing transaction history from August and September, could you please clarify which document you uploaded to the casino for this step of the KYC process?

Thank you in advance for your clarification.

Hi Veronika. I've uploaded the exact transaction history multiple times, and it's been rejected every time without explanation after being under review for two weeks. My Trust Wallet screenshot has been accepted by all the casinos in this group so far, but Mafia Casino simply refuses to verify me. I haven't sent an email, but I've been in the live chat at least five times on different days, explaining the situation, and I've always been told it's been forwarded. But nothing ever happens in the end.

Hallo Veronika. Ich habe exakt die geforderte Transaktionshistorie mehrfach hochgeladen und sie würde jedes Mal grundlos abgelehnt nachdem es immer 2 Wochen in Prüfung war. Mein Trust Wallet Screenshot wurde bisher in allen Casinos dieser Gruppe akzeptiert nur Mafia Casino will mich einfach nicht verifizieren. Ich habe keine E-Mail gesendet aber ich war bestimmt 5 mal an verschiedenen Tagen im Live Chat und habe es erklärt und mir wurde immer gesagt dass es weitergeleitet wurde. Passiert ist aber am Ende nie etwas

Dear BoehserOnkel

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 (samuel.s@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,

Veronika

Dear BoehserOnkel,

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 the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear BoehserOnkel,

Thank you for clarifying the wallet provider you are using.

Regarding your recent inquiry, we can confirm that we require your transaction history for the period of August 1st to September 15th. Additionally, we require standard proof of crypto ownership. However, since you have noted that you are using Trust Wallet, we understand that providing traditional ownership documentation can be complex due to the decentralized nature of the platform.

We have escalated your case to the relevant department to request an alternative verification method or further guidance specific to Trust Wallet users. We want to ensure this process is as seamless as possible for you.

Kind regards,

Mafia Casino team

I would like to politely point out that I have uploaded the requested transaction history several times and it has been rejected without reason each time.

Ich möchte freundlich darauf hinweisen dass ich die geforderte Transaktionshistorie mehrfach hochgeladen habe und es jedes Mal grundlos abgelehnt wurde.

Hello everyone,

thank you, Mafia Casino, for the update and for your cooperation. I’ll wait for your further guidance on the Trust Wallet verification, and then we’ll see how to proceed from there.

Dear BoehserOnkel,

Thank you for contacting us!

We are actively working on your request and will be back with an update in the nearest time possible.

Best regards,

Hello everyone,

thank you, Mafia Casino, for the update. I understand and will wait for your next instructions or clarification regarding the Trust Wallet verification.

Dear BoehserOnkel,

We are writing to provide an update on the current status of your account verification.

After reviewing your case, we have decided to cancel the request for proof of wallet ownership, as we understand you are using Trust Wallet.

To finalize our review for the specified period, we now require only proof of the deposits made. Please provide clear screenshots from your wallet history that show the transaction details for the dates in question.

The screenshots should ideally include:

• The transaction amounts
• The date and time of the transfers
• The destination addresses

Once we receive these documents, we will proceed with the next steps of your verification. Thank you for your cooperation and patience.

Best regards,

Mafia Casino team

Hello, I've uploaded the screenshots. There are 7 screenshots, as there are 7 deposits, but I could only upload 5 screenshots because your system doesn't allow more.

Here are the other two deposit screenshots.

These screenshots are from my Trust Wallet, and no further data is visible beyond what is shown in the screenshots. Clicking on "More details" opens the Blockchain Explorer. You have previously declined documents from the Blockchain Explorer.

I hope for a quick conclusion.

Hallo ich habe die Screenshots hochgeladen. Es sind 7 Screenshots, da 7 Einzahlungen und ich konnte nur 5 Screenshots hochgeladen das Ihr system nicht mehr zulässt.

Hier sind die anderen 2 einzahlungs Screenshots

Diese Screenshots stammen aus meinem Trust Wallet und mehr Daten als auf den Screenshots sind nicht sichtbar. Wenn ich auf mehr Details drücke dann wird der Blockchain Explorer geöffnet. Dokumente aus dem Blockchain Explorer haben Sie zuvor abgelehnt.

Ich hoffe auf baldigen Abschluss.

Hello everyone,

thank you, Mafia Casino, for the update and for clarifying the revised verification requirements. Please let us know once there is any progress or a final decision regarding the verification, so we can move the case forward.

BoehserOnkel, thank you for providing the requested screenshots and for explaining the technical limitation with the uploads. I appreciate your cooperation and will continue to monitor the case.

As I just saw, my screenshots were rejected. Apparently, Mafia Casino simply doesn't want to verify me. As clearly stated in my last message, I followed all the casino's instructions and have already uploaded the required documents multiple times.

I will not be able to upload any other documents; I have already done everything that is technically possible.

Wie ich gerade gesehen habe wurden meine Screenshots abgelehnt. Offensichtlich möchte Mafia Casino mich einfach nicht verifizieren. Wie in meiner letzten Nachricht deutlich sichtbar habe ich alle Anweisungen des Casinos befolgt und die geforderten Dokumente bereits mehrfach hochgeladen.

Andere Dokumente werde ich nicht mehr hochladen können, ich habe das was technisch möglich ist bereits getan.

Dear BoehserOnkel,

We are writing to inform you that the relevant department has conducted a review of your account activity for the period between 01.08 and 15.09. To finalize this process, the relevant department has requested that you provide clear screenshots for each of the 6 deposits made during this timeframe.

Please ensure that each screenshot clearly displays the transaction date, the exact amount, the reference number, and your name as the account holder. This documentation is necessary to verify the source of funds and ensure the continued security of your account.

You may provide these files by replying directly to this email or by uploading them through the secure document center in your account profile. Once we have received and verified all 6 screenshots, we will be able to proceed with the next steps of your account review.

Thank you for your prompt attention to this matter.

Best regards,

Mafia Casino Team

Why are my messages being ignored by the casino here?

I wrote earlier:

Hello, I've uploaded the screenshots. There are 7 screenshots, as there are 7 deposits, but I could only upload 5 screenshots because your system doesn't allow more.

Here are the other two deposit screenshots.

These screenshots are from my Trust Wallet, and no further data is visible beyond what is shown in the screenshots. Clicking on "More details" opens the Blockchain Explorer. You have previously declined documents from the Blockchain Explorer.

Again for Mafia Casino:

It is NOT possible to upload screenshots other than the ones I have already uploaded. They contain EVERYTHING that is visible in Trust Wallet. You can download Trust Wallet yourself and see for yourself if you don't believe me.

It seems more likely that they are doing everything they can to avoid verifying me, even though all the documents have been provided.

Just a reminder:

This process has been running since September of last year, so for 6 months!

Wieso werden meine Nachrichten hier von Casino ignoriert?

Ich habe zuvor geschrieben:

Hallo ich habe die Screenshots hochgeladen. Es sind 7 Screenshots, da 7 Einzahlungen und ich konnte nur 5 Screenshots hochgeladen das Ihr system nicht mehr zulässt.

Hier sind die anderen 2 einzahlungs Screenshots 

Diese Screenshots stammen aus meinem Trust Wallet und mehr Daten als auf den Screenshots sind nicht sichtbar. Wenn ich auf mehr Details drücke dann wird der Blockchain Explorer geöffnet. Dokumente aus dem Blockchain Explorer haben Sie zuvor abgelehnt.

Nochmal für Mafia Casino:

Es ist NICHT möglich andere Screenshots hochzuladen als diese die ich bereits hochgeladen habe. Sie enthalten ALLES was sichtbar ist in Trust Wallet. Sie können selbst Trust Wallet herunterladen und sich davon selbst überzeugen falls Sie mir nicht glauben.

Hier sieht es wohl eher danach aus dass man alles daran setzt mich bloß nicht verifizieren zu wollen obwohl alle Dokumente bereit gestellt wurden.

Nochmal zur Erinnerung:

Dieser Prozess läuft schon seit September letzten Jahres also 6 Monate!

Hello everyone,

BoehserOnkel, thank you for clearly explaining the situation and for your continued cooperation. Based on your messages, it appears that you have already provided all screenshots that are technically possible to obtain from Trust Wallet, including additional screenshots shared here due to upload limits. I understand your frustration, especially considering that this process has already been ongoing for several months.

Mafia Casino, at this point, I would like to ask for clarification. The player has repeatedly stated that Trust Wallet does not display any additional data beyond what has already been provided and that your system limits the number of uploads. Could you please explain specifically what information is missing from the submitted screenshots and whether the documents already provided can be accepted in their current form?

If there is an alternative verification method suitable for Trust Wallet users, please outline it clearly. Otherwise, please confirm whether the existing documentation is sufficient so we can finally move this case forward.

I’ll wait for the casino’s clarification on how this can be resolved, taking into account the technical limitations described by the player and the extended duration of the verification so far.