Mafia Casino - Spilleren kræver refusion for spins i det ødelagte spil.

Hi,

Here's the thing: I bought free spins for €8.90, and then the game crashed. So I contacted support... and it's the worst support I've ever encountered. I know it's a small amount, but they refuse to refund it... despite screenshots and other evidence. (See screenshots – that's where the horror begins.) I haven't been this upset in a long time. I strongly advise everyone against signing up there; if you have a problem, you're doomed.

Hi ,

es geht sich um folgendes ich habe Freispiele gekauft für 8,90 und dann hat das Spiel sich aufgegangen, daraufhin habe ich den Support kontaktiert ….. das ist der schlimmste Support der mir je untergekommen ist.Ich weiß das es ein kleiner Betrag ist den sie aber nicht erstatten wollen…. Trotz Screenshots und beweisen.siehe Screenshots da fängt das Grauen an ich habe mich lange nicht so aufgeregt.Ich rate wirklich jedem davon ab sich dort anzumelden wenn man ein Problem hat ist man verloren.

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.

Dear mike52477,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you've encountered regarding your experience with the online casino.

To better understand your situation and assist you effectively, could you please provide additional information by answering the following questions:

• Do I understand correctly that this issue occurred only once and with the above metioned specific games?
• Do you have any other video recordings or screenshots of the incident that would support your case?
• Have you experienced similar crashes or issues with this casino in the past?

Thank you very much in advance for your reply.

Best regards,

Petra

Hi, thanks for addressing this problem with me. You can clearly see in the betting history that I bought €8.90 worth of free spins and received nothing. The support is outrageous; I complained via email and explained my problem in detail, but they keep pointing out that they paid me 50 free spins as a bonus. I'm attaching a screenshot.

Hi , danke das ihr das Problem mit mir angeht.Man kann deutlich im Wettverlauf sehen das ich für 8,90 Freispiele gekauft habe und nichts erhalten habe.Die Frechheit ist der Support ich habe mich per email beschwert und und ausführlich mein Problem erklärt die beziehen sich darauf das sie mir 50 Freispiele als Bonus ausgezahlt haben. Ich füge Screenshot bei

This is pure provocation, isn't it? Or am I misunderstanding something? After three days I still receive such an email. I'm speechless.

Das ist doch reine Provokation oder verstehe ich das Falsch nach 3 tagen bekomme ich noch so eine E-mail ich bin sprachlos

Dear mike52477,

Thank you for your reply and for providing the previous details.

• Could you please share any additional evidence/communication you have had with the casino? This may include screenshots, emails, or chat transcripts. You can either upload the screenshots directly to this thread or send all relevant documents to: petra.h@casino.guru.

Regarding your closure request, I have reviewed the Responsible Gambling Policy on the casino’s website, which states the following:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mafiacasino.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Could you please confirm whether you clearly informed the casino about your gambling problem? Additionally, could you forward the account closure requests that you previously sent to the casino? You may send them to petra.h@casino.guru.

Thank you very much in advance.

Dear Petra,

I clearly informed them multiple times. I already uploaded the email regarding the account closure from 2015. Only now is the account closed, thank God. Nothing happened since my post here... see screenshots from the last post in 2015. They confirmed the closure, but as you can see, it wasn't carried out. I played recently.

Liebe Petra,

ich habe sie eindeutig mehrfach informiert. Ich habe die E-Mail zur kontoschließung 2015 schon hochgeladen.Jetzt erst ist das Konto geschlossen Gott sei Dank ,seit dem Post hier vorher nichts … siehe Screenshots aus dem letzten Beitrag 2015 bestätigten sie die Schließung die aber nicht vollzogen wurde wie man sieht habe ich vor kurzem gespielt.

And the casino isn't responding at all anymore... the last email was in English, where they claimed they didn't have anyone who spoke German... anyone can translate a text, I find this whole thing completely outrageous.

Und das Casino reagiert garnicht mehr … letzte email war die auf englisch wo sie angeblich keinen hatte der Deutsch kann… jeder kann einen Text übersetzen ich finde das alles bodenlos was hier abläuft.

I did find quite a few more things.

Habe doch noch einiges gefunden.

Dear mike52477

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 Igor (igor.p@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,

Petra

Dear mike52477,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Mafia Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Mafia Casino representative to join this conversation and participate in resolving this complaint.

Dear Mafia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you !!

Finally, someone is listening and giving me human answers. I'd also like to add that the support employee Alaric was the worst supporter I've ever dealt with in my life. The best part is, I was supposed to complain about the support via email, and guess who replies to me via email (Alaric)? I simply can't imagine that's how a proper complaint process works.

Thank you so much for finally hearing me; without you this would not be possible.

Best regards, Mike

Vielen Dank !!

Endlich hört mal einer zu und gibt mir Menschliche Antworten.ich möchte noch ergänzen das der Support Mitarbeiter Alaric ,der schlimmste supporter war ,mit dem ich je in meinem Leben geschrieben habe.Das beste nähmlich ist, ich sollte mich per email über den Support beschweren und wer schreibt mir per email zurück (Alaric) Also ich kann mir beim besten Willen nicht vorstellen das so eine seriöse Beschwerde abläuft.

vielen lieben Dank das ich endlich gehört werde ohne euch wäre das nicht möglich.

Liebe Grüße Mike

Dear mike52477,

Thank you for contacting us!

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

Best regards,

Mafia Casino.com

Hi dear mafia casino,

I have written to your Complaints Department regarding a refund because the account was supposed to be closed since 2025, as stated in your emails. I now insist on a refund for every deposit made after the alleged closing date (see email).

With kind regards, Mike

Hi liebes mafiacasino ,

Ich habe euch mit ihrer Complaints Abteilung geschrieben zwecks Rückerstattung weil das Konto seit 2025 geschlossen sein sollte wie in den Emails von Ihnen angegeben Mittlerweile bestehe ich auf die Rückerstattung bei jeder Einzahlung nach dem angeblichen Schließ Termin siehe Email.

Mit freundlichen Mike

Dear mike52477,

We have contacted you via email with information regarding your refund request.

Best regards,

Mafia Casino.com

Hi mafiacasino,

Unfortunately, I'm only entitled to the €8.90 I'm owed anyway. I'm requesting a full refund since the alleged account closure; the amount should be around €600. Thank you.

Best regards

[redacted by Casino Guru]

Hi mafiacasino,

Leider aber nur die 8,90 die mir sowieso zustehen es geht sich um die Komplette Erstattung seit angeblicher Kontoschließung der Betrag sollte um die 600 Euro liegen. Vielen Dank.

Mit freundlichen Grüßen

[redacted by Casino Guru]

Dear mike52477,

I have reviewed the screenshots you have provided thus far.

Could you kindly share a screenshot or any other evidence of your initial self-exclusion request with us?

This would greatly assist in clarifying the timeline. Based on the messages, I am uncertain about the date of your first self-exclusion request.

Furthermore, if you would be able to share the casino's response as well, it would be much appreciated.

Hello dear Igor,

What I find most outrageous is that Mafiacasino is portraying themselves as transferring me €8.90 out of sheer goodness… which they are entitled to anyway. Of course, I wrote back to the casino stating that I disagreed because the account should have been closed since October 4, 2025. I didn't submit a request to reopen the account; otherwise, Mafiacasino would have an email as proof. I think that should suffice as evidence from my side. If anything else is needed, please let me know.

Best regards, Mike

Hallo lieber Igor,

Das unverschämteste daran finde ich das Mafiacasino es darstellt das sie aus Gutmütigkeit mir 8,90 überweisen … Die stehen ja so oder so zu.Ich habe natürlich zurück geschrieben zum Casino das ich damit nicht einverstanden bin weil das Konto seit dem 04 Oktober 2025 geschlossen sein sollte.Ich habe keinen Antrag auf Neueröffnung gestellt sonst hätte Mafiacasino ja eine E-Mail als Beweis.Ich denke das sollte jetzt reichen an Beweisen meinerseits falls noch was fehlt lasst es mich gerne wissen.

Liebe Grüße Mike

Here is my reply to the casino, in case it is also important.

I haven't received a reply yet.

Hier noch meine Antwort an das Casino falls es auch Wichtig ist.

bis jetzt habe ich keine Antwort mehr erhalten.

Dear mike52477,

Please note that in this conversation with support, no reference to "self-exclusion" or "gambling problem" was made.

However, I noticed in one of your earlier screenshots from 1/10/2025 (please see the attachment) that you received a similar reply from support.

Could you please forward the conversation that led to that email?

Additionally, please provide any conversation or request in which "self-exclusion," "gambling problem," or similar terms were explicitly mentioned.

Thank you for your cooperation.

Dear mike52477,

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,
Igor
Casino.Guru