Mammona Casino - Spillerens konto er blevet lukket, og udbetalingen er annulleret.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Mammona Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you played to wager the bonus?  
• Can you please confirm that you were not making bets over the maximum allowed limit?
• Did you pass the verification before your account was closed?  
• What was the reason provided by customer service for the closure of your account?

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.

I wagered the whole amount on one game called zombie circus and my bet was 5€ on every spin.

they requested some information before i could even start playing so i count that as confirmed. Also i registered through my bank account so there is all my information automaticly.

They just said they closed my account because they wanted to. I have no clue why, they wouldn’t tell me.

I also had 340€ ish balance on their Valttikasino and middle of the wagering i played they just suddenly banned that account aswell. And they for some reason returned money from their other casinos that i had lost that same day.

Also can you delete that photo in my complain text i want to keep it private for now

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here, which will be set as sensitive attachments and won't be visible to any third parties. Thank you in advance.

okay

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Does he reply to my emails because i sent lot of details and pictures to you but you have not replied to me yet, thank you.

Hello there,

Thank you tappiukko for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mammona Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

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 tappiukko, I got in contact with the casino representative and I was told to direct you to the casino's dedicated ADR which is the Pardee Consulta – an alternative dispute resolution service (https://adrbypardee.eu/online-dispute-resolution-form) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own. Thank you in advance for your cooperation!

Hey, i would get some help filling the complaint there🙂

Dear tappiukko, I have provided a guide to your email. Let me know if you have any other questions!

Dear tappiukko,

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.

I am just waiting for the other 3rd party to respond to my complain

Thank you very much for the update. I will close the complaint as 'waiting for a decision from the regulator' for now. Once you receive a response, please request a reopening of the complaint or forward me their decision to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Kind regards,

Peter

Dear tappiukko,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

My account was closed and the amount I won was left at the casino, the only reason they said was that they have the right to close a player's account if they feel it's appropriate to do so.

Minun tilini suljettiin ja voittamani summa jäi kasinolle, syyksi he sanoivat vain että heillä on oikeus sulkea pelaajan tili jos se heidän mielestään kuuluu tehdä.

Thank you for the update tappiukko. Have you received any response from the designated ADR I have recommended you to contact?

yes, they just told that the casino had every right to ban me for no reason. Very strange behavior, scam like…

Would it be possible to send the ADR's statement to my email? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

what was the name of their website i forgot

 Pardee Consulta – an alternative dispute resolution service

Dear tappiukko,

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,
Peter
Casino.Guru