Mafia Casino - O pedido de encerramento da conta do jogador foi ignorado.

Good morning, on the 29th, after discussing it via chat, I was instructed to send an email, which I did, requesting the closure of my account and specifying my gambling problem. They replied that same day, although in English, as they claimed they didn't have native speakers. However, this shows they read my email, completely ignoring the account closure request and the reason for it. This led me to deposit again, lose again, and still no one closes my account. On May 1st, I sent another email specifying my problem. And today, the same thing happened, and I deposited again. I haven't been at this casino long, and I recently relapsed after many years, so I want to stop it as soon as possible. I have screenshots of the emails but not of the chat, where they just keep telling me to speak with my VIP agent, who doesn't exist and no one ever answers me. I can't post the screenshots here, but I'm waiting to send them by email. Thank you very much.

Buenos días, el pasado día 29después de hablarlo por el chat me indicaron mandar el correo y así lo hice solicitando el cierre de mi cuenta especificando mi problema con el juego. Ese mismo día me contestaron aunque en inglés ya que decían que no tenían personas nativas pero eso demuestra que leyeron mi correo ignorando totalmente el cierre de mi cuenta ni el motivo. Eso hizo que volviera a depositar volviera a perder y nadie cerrará mi cuenta. El uno de mayo volví a mandar el mail especificando de nuevo mi problema Y hoy volvió a ocurrir lo mismo y volví a depositar. Llevo poco en este casino y hace muy poco que he vuelto a recaer después de muchos años así que quiero frenarlo cuanto antes. Tengo las capturas de los correos pero del chat no, en el cual sólo me dicen una y otra vez que hable con mi agente VIP el cual ni existe ni nunca me contesta nadie. Por aquí no me deja poner las capturas pero estoy a la espera para enviarlas por correo.muchas gracias

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues and the casino's responses? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you asked the casino for a refund of lost funds due to failed player protection? Have you received any response?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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've emailed you everything you asked for. Of course, my account is still open, and my last deposit was on the 4th. Best regards.

Te he enviado por correo todo lo que me pediste.por supuesto mi cuenta sigue abierta,y mi último depósito fue el día 4.un saludo

Good morning, I've already sent everything I have. Your response is due in one day. I don't know if you need anything else. I need my account closed as soon as possible, but it's still open. Regards.

Buenos días,ya he enviado todo lo que tengo.falta un día para vuestra respuesta,no se si necesitáis algo más.necesito que cierren mi cuenta cuanto antes y ahí sigue abierta.un saludo

Dear Rakeloviedo,

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, Kubo (jakub.m@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 Rakeloviedo,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mafia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mafia Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Good morning, I don't know why it's taking so long. Three days ago you sent me an email apologizing for all the damage caused and saying you would do what CasinoGuru deemed necessary, but there's no progress and I need a solution, please.

Buenos días,no sé porqué tardan tanto si hace 3 días me enviaron un mail pidiendo disculpas por todo el daño causado y que harían lo que casinoguru considerara pero esto no avanza y necesito solución por favor

Good morning, the casino's response time is ending in a few hours, and in their last email, they apologized and said they would issue the refund that Casino Guru determines. The screenshots I sent you showed €1655 since the self-exclusion request on April 29th.

Buenos días,en pocas horas se termina el tiempo de respuesta del casino y en el último mail de ellos,piden disculpas y dicen harán el reembolso que casino guru determine.las capturas que os envié determinaban 1655€ desde la solicitud de autoexclusión del día 29 de abril.

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.

But I don't understand what's happening now. They told me by email that they apologized and that the refund would be whatever CasinoGuru determined, and now nothing is progressing and nobody is answering me.

Pero no entiendo que pasa ahora.me dijeron por correo electrónico que me pedían disculpas y que en cuanto al reembolso sería lo que casinoguru determinase y ahora esto no avanza y nadie me contesta

Dear Rakeloviedo,

Unfortunately, the casino has still not responded, so we are still awaiting their engagement in the complaint thread.

Based on our experience, I believe the casino will most likely join the discussion and provide further details.

I have also reviewed the message you received from the casino, which you mentioned in your latest post, where they stated that the refund request would be handled by us. Unfortunately, I had not yet had the opportunity to respond to you. However, I have reviewed your messages, and I hope we will be able to find a solution once the casino joins the discussion.

Thank you for your continued patience.

Dear Mafia Casino,

It has been almost two weeks since we requested your response.

In case you missed the previous notification, I would kindly like to reiterate our invitation and ask you to provide further details regarding this case, as well as the anticipated next steps.

Thank you.

But they haven't replied, and you're extending it for another 7 days?

Pero,no han contestado y ampliais otros 7 días?

Do I have to wait another week?

Tengo que esperar otra semana más?

Good morning, I wanted to know if you have been contacted privately, since from what I've seen, there has never been an unresolved case with them, and on Monday another notice ends, even though I saw that they were totally willing to collaborate.

Buenos días, quería saber si de manera privada se han puesto en contacto con ustedes ya que por lo que he visto nunca ha quedado un caso sin resolver con ellos y el lunes se termina ya otro aviso más cuando vi que ellos estaban totalmente por la labor de colaborar.

Dear Rakeloviedo,

I apologize for the inconvenience. I understand your frustration, and I can assure you that I am also doing my best to move the case forward.

From what I can see, the casino does respond to complaints in general. They provided a response in another complaint thread as recently as yesterday, but for some reason, this particular case appears to have been overlooked.

I have asked our affiliate department to contact the responsible person at the casino directly and encourage them to respond as soon as possible.

Thank you for your understanding and continued patience.

Oh my god, what's going to happen now? They're still sending promotional texts, and what about my refund? I need a solution, please.

Madre mía y ahora que va a pasar? Siguen enviando sms con promociones y además mi reembolso? necesito solución por favor

Were you able to get in touch with them? The response time has expired, and they're already responding to other complaints. I don't understand anything. On top of that, they keep sending me promotions via SMS and email. I need them to stop the promotions permanently and issue a refund since I requested self-exclusion, please. They were willing to fix it.

Por favor habéis podido conectar con ellos? Se ha acabado el tiempo de respuesta y a otras quejas sí que contestan no entiendo nada. Encima me siguen mandando promociones por SMS y por mail. Necesito que quiten las promociones para siempre y el reembolso desde que pedí la autoexclusión por favor. Ellos estaban por la labor de arreglarlo

My replies are also pending review, so I see there's no one at Casino Guru reading the messages either. I don't know if they've replied or not, but I need a solution. I keep receiving promotional messages and haven't received my refund.

Mis respuestas también están pendientes de valoración por lo tanto veo que no hay nadie en Casino guru tampoco para leer los mensajes entonces no sé si ellos han contestado no han contestado pero yo necesito una solución yo sigo recibiendo mensajes promocionales y no he recibido mi reembolso

They've reopened my account

Han reabierto mi cuenta

Dear Rakeloviedo,

I have repeatedly tried to contact Mafia Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo