Mafia Casino - Die Auszahlung des Spielers verzögert sich.

I won €28,000 playing and have been trying to withdraw it for two weeks. However, nothing is being processed, and then verification was requested, which I successfully submitted directly to the casino. But this verification has also been stuck in "processing" for five days. Please help me get this Mafia casino to release my winnings.

Ich habe beim Spielen 28.000€ gewonnen und möchte diese seit 2 Wochen auszahlen. Jedoch wird dort nichts bearbeit und dann wurden Verifizierungen angefragt und ich habe diese direkt an das Casino erfolgreich gesendet. Doch diese steckt auch schon seit 5 Tagen in der „Bearbeitung" Bitte helfen sie mir, dass Mafia casino zum auszahlen zu bringen.

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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 I can better understand the situation.

• Is your player's account accessible to you?
• Did you achieve your current balance with the help of a bonus?
• Have you made any previous successful payouts?
• Which documents has the casino requested from you?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Yes, I have. I can log in.

No, I earned that money without a bonus, mainly through sports betting.

No, nothing has been paid out yet.

They requested my ID, address, and bank account details. I was able to submit everything directly.

I'll send the emails.

sank

Ja habe ich. Ich kann mich einloggen.

Nein das Geld habe ich ohne Bonus erreicht nur mit hauptsächlich Sportwetten.

Nein bisher wurde noch garnichts ausbezahlt.

Es wurden ID, Adresse und Bankkonto Daten angefordert. Ich konnte alles direkt einreichen.

Ich schicke die Mails.

sanke

Thanks for the explanation of the situation.

Did the casino approve our documents since your last post?

Has the casino started processing payouts of your winnings?

Please let me know.

Hello,

They kept demanding new things. I've now sent my bank statements to the casino. The withdrawals haven't started yet. The casino is clearly stalling and keeping me waiting.

Hallo,

es wurden zwischenzeitlich immer neue Sachen gefordert. Aktuell habe ich meine Kontoauszüge an das Casino gesendet. Die Auszahlungen wurden noch nicht begonnen. Das Casino spielt klar auf Zeit und hält mich immer weiter hin.

Dear DonJones,

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, Martina (martina.b@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

Thank you so much for your efforts, and I am very grateful. I am eager to see what happens next.

Vielen Dank für Ihre Mühen und ich bin Ihnen sehr dankbar. Ich bin gespannt, wie es weitergeht

Dear DonJones,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mafia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear DonJones,

Thank you for bringing this to our attention so that we can address it. We understand how timely withdrawals are important to our players, and we apologize for any inconvenience you are currently experiencing. Upon review of your account, we can confirm that three withdrawals of 500.00 EUR each have been completed and sent from our side on the 24th of July. We can also confirm that there are currently three withdrawal requests pending in the queue to be processed as soon as possible. Kindly be informed that your request has been forwarded to our relevant department to be reviewed with priority.

Thank you for your patience and understanding.

Kind regards,

MafiaCasino Team

That's true, and I appreciate that. However, I find three weeks for the verification process and then having to wait weeks for every small withdrawal truly unacceptable. Even the promised one to three days, which is extremely long, are not being met. If this continues, my withdrawal process will take a year.

Das stimmt und dafür bedanke ich mich. Trotzdem finde 3 Wochen für den verifizierungsprozess und danach für jede kleine Auszahlung wochenlang warten wirklich inakzeptabel. Selbst die angekündigten 1-3 Tage, welche extrem lang sind, werden nicht eingehalten. Wenn es so weiter geht, dauert mein Auszahlungsprozess 1 Jahr

So far, exactly what I feared has happened. Every single payout takes over a week. I only receive standard excuses as to why they haven't been able to pay out yet.

I demand that she adheres to the agreed payment schedule. At this rate, it's impossible to even reach the monthly payout limit because she delays it for so long.

Bisher hat passiert genau dass, was ich befürchtet habe. Jede einzelne Auszahlung dauert über eine Woche. Ich erhalte nur Standart Ausreden warum sie es noch nicht auszahlen konnten.

ich verlange, dass sie sich an die vereinbarten Auszahlungszeiten hält. Mit diesem Tempo kommt man nicht mal an das monatliche Auszahlungslimit ran, weil sie es so lange hinauszögern.

Dear Mafia Casino Team,

Thank you for your continued cooperation with this case.

To help us better understand the current situation, could you please provide an updated withdrawal overview showing the submission date, amount, current status, and completion date of each request, together with the player’s remaining withdrawable balance?

We would also appreciate it if you could confirm the applicable withdrawal limit and provide an estimated schedule for processing the outstanding balance.

The player has reported that individual payments have been taking longer than the stated processing timeframe. For this reason, more specific information would be very helpful in allowing us to accurately assess the current payment situation.

If the actual withdrawal process differs significantly from the limit currently stated in our review, we may need to update the information accordingly so that players receive fair and accurate guidance. Please note that such an adjustment could also have an impact on your Safety Index.

Thank you very much in advance for your time, clarification, and assistance.

Dear MafiaCasino Team,

Thank you for the clarification and for confirming the player’s current withdrawal limits.

Our concern is that the current processing practice does not appear to allow the player to make full use of the limits stated by the casino.

You confirmed that the account allows withdrawals of up to €500 per day and €7,000 per month. However, based on the processing pace so far, the player appears to be able to withdraw only approximately €3,000 per month in practice.

Could you please clarify how the player can realistically withdraw up to €7,000 per month under the current processing schedule?

We would kindly ask the casino to ensure that withdrawals are processed at a pace that allows the player to use at least the existing daily and monthly limits.

Please also note that, if the player is effectively able to withdraw only around €3,000 per month, we may need to update the practical withdrawal limit stated in our review. This could have a significant impact on the casino’s Safety Index, as the published limit would not reflect the actual withdrawal experience.

We sincerely hope this can be resolved by ensuring that the current withdrawal limits are applied consistently and without unnecessary delays.

Thank you very much in advance for your cooperation.

Thank you very much for the explanation.

Why have I suddenly been demoted to VIP level 1? I was always at level 2.

Please take care of this and confirm to me that payment will be made within the promised 3 working days, and then we will reach an agreement here.

Thank you so much so far, Casino Guru.

Vielen Dank für die Erläuterungen.

wieso bin ich auf einmal auf VIP Stufe 1 abgestiegen ? Ich war immer auf Stufe 2.

bitte kümmern Sie sich darum und bestätigen mir nun, dass innerhalb der versprochen 3 Werktage ausbezahlt wird und dann werden wir uns doch einig hier.

vielen Dank bisher Casino Guru.

Dear DonJones, dear Martina,

We are pleased to inform you that another three withdrawals in the amount of 500.00 EUR each, requested on the 4th / 5th / 6th of August, have been completed and sent from our side on August 8th. Please keep in mind that it should take about 3 to 5 business days for the amount to reflect on you payment method.

Thank you for your understanding and patience.

Kind regards,

MafiaCasino Team

Thank you Mafia Casino Team, for the good news!

Dear DonJones

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello,

Thank you for everything so far, and I hope that the €7,000 per month continues to work out. So far, I'm satisfied, considering the circumstances.

Hallo,

danke für alles bisher und ich hoffe, dass das weiterhin auch klappt mit den 7.000€ im Monat. Bisher bin ich den Umständen entsprechend zufrieden

Hello DonJones,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear DonJones,

I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

We have reopened this complaint at the request of DonJones.

Dear Mafia Casino Team,

The player has informed us that he has received only €1,500 in withdrawals this month, while the monthly withdrawal limit stated in your Terms and Conditions is €7,000.

Could you please clarify the reason for the current processing pace and let us know when the player can expect the remaining withdrawals to be processed?

Thank you very much in advance for your cooperation.

Dear DonJones,

Thank you for the follow-up.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

MafiaCasino Team.

Dear DonJones,

We are pleased to inform you that your withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Mafia Casino Team.

Dear Mafia Casino Team,

Thank you very much for your feedback and the confirmation of the processing of my 3 x 500 EUR payout.

However, I would like to explicitly address the monthly payout limit of €7,000 that you specified. This limit was not adhered to in my case, or rather, the payouts were not processed according to this limit.

Since this has already caused me considerable delays in the payout of my balance, I request a concrete explanation as to why the stated limit was not adhered to.

Furthermore, I expect that the resulting payment backlog will be taken into account. Therefore, I request that you pay the outstanding amount exceeding the regular monthly limit retroactively in a single transfer, instead of spreading the payment over several months.

Please confirm in writing the total amount you will pay me and when the full payment of the remaining balance will be made.

I request a prompt and specific response.

Best regards

DonJones

Liebes Mafia-Casino-Team,

vielen Dank für Ihre Rückmeldung und die Bestätigung der Bearbeitung meiner 3x 500 EUR Auszahlung.

Allerdings möchte ich nochmals ausdrücklich auf das von Ihnen angegebene monatliche Auszahlungslimit von 7.000 € eingehen. Dieses Limit wurde in meinem Fall nicht eingehalten bzw. die Auszahlungen wurden nicht entsprechend diesem Limit abgewickelt.

Da mir dadurch bereits erhebliche Verzögerungen bei der Auszahlung meines Guthabens entstanden sind, bitte ich Sie um eine konkrete Erklärung, weshalb das angegebene Limit nicht eingehalten wurde.

Darüber hinaus erwarte ich, dass der dadurch entstandene Auszahlungsrückstand entsprechend berücksichtigt wird. Ich bitte Sie daher, den noch ausstehenden Betrag über die reguläre monatliche Grenze hinaus nachträglich in einer einmaligen Überweisung auszuzahlen, anstatt die Auszahlung erneut über mehrere Monate zu verteilen.

Bitte bestätigen Sie mir schriftlich, welchen Gesamtbetrag Sie mir nun auszahlen werden und wann die vollständige Auszahlung des noch offenen Guthabens erfolgt.

Ich bitte um eine zeitnahe und konkrete Rückmeldung.

Mit freundlichen Grüßen

DonJones

Dear DonJones,

Please request next withdrawals. And keep me informed how it goes.

Dear Mafia Casino Team,

Thank you very much for the update.

However, I would like to clarify that I will be keeping this complaint open for the time being.

I would kindly encourage you to continue processing the player's outstanding withdrawal requests regularly and at a pace that reflects the withdrawal limits stated in your Terms and Conditions.

We would greatly appreciate your efforts to ensure that the player can make full use of the withdrawal limits outlined in your policy.

Thank you very much in advance for your continued cooperation.