Mafia Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

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

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 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