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Subject: Withdrawal Delay – Pending Since March 18th – VIP3 Player – $14436

Body:

Hello Casino Guru Team,

I am writing to file a formal complaint against Mafia Casino (mafiacasino.com/ca).

Summary of the issue:

I am a VIP Level 3 player at Mafia Casino. I have a total of approximately $14436 in pending withdrawals. My first withdrawal request was submitted on March 18th, 2025. I was informed that each request takes 3 business days to process. That deadline has passed with no payment received.

I contacted live support and was told:

"Our finance department is aware of the delay"

"It will be processed as soon as possible"

"I cannot promise you an exact timeframe"

No specific date was provided despite my repeated requests.

Key facts:

Total winnings: approximately $15,000

Amount already received: $1,500

Pending amount: approximately $13,500

Withdrawal requests submitted: March 18th, 2025

Daily withdrawal limit: $1,200

Player status: VIP Level 3

No bonuses were used – all play was with personal funds

I have screenshots of all live support conversations confirming the delay and the lack of a clear resolution timeline.

I kindly request your assistance in resolving this matter.

Thank you.

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.

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Stay safe.

Dear yusufsahinca27,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

"Despite receiving an email from VIP Manager Emma confirming expedited processing, withdrawals are still pending after 5+ days. Live support continues to give vague responses with no specific timeline. I have now sent a follow-up email to the VIP Manager requesting an immediate resolution."

"Hi Karla, thank you for your response. My KYC verification is fully completed. My first withdrawal request was submitted on March 18th. I have already received two previous payments from this casino, so my account is verified and approved. I am simply requesting the processing of my current pending withdrawals totaling approximately $3,600 (3 x $1,200). I will wait until March 25th (14 days) as advised and expect your intervention if not resolved by then."

Dear yusufsahinca27,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear yusufsahinca27,

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,
Karla
Casino.Guru