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I have had two withdrawals requested and not processed for over two weeks.

Furthermore, the possibility of requesting further ones has been blocked, in addition to the fact that the verification process has been at a standstill for over a week.

Finally, they do not respond to emails, and all this after, against €537.00 deposited, I ended up having over €23,000.00 in my account.

È da oltre due settimane che ho due prelievi richiesti e non elaborati

Inoltre, è stata bloccata la possibilità di richiederne altri, oltre al fatto che il processo di verifica è fermo da oltre una settimana

Infine, non rispondono alle mail, e tutto ciò dopo che, a fronte di € 537,00 depositati, sono arrivato ad avere sul conto oltre € 23000,00

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Dear Cricco73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• What method did you use to submit your withdrawal requests?
• Have you experienced any specific error messages during the verification process?
• Could you please confirm if you have completed the necessary verification steps required for processing withdrawals?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning,

Thanks for the reply, first of all.

The dates I made the requests are December 3rd (€330.00) and 5th (€440.00)

I have already withdrawn some winnings with Skrill, and I have sent all the documents several times

I attach screenshots that may be helpful

Buongiorno,

Grazie per la risposta, innanzitutto

Le date in cui ho effettuato le richieste sono il 3 (€ 330,00) ed il 5 dicembre (€ 440,00)

Ho già prelevato alcune vincite con Skrill, ed ho inviato tutti i documenti più volte

Allego gli screenshot che possono essere d'aiuto

Good morning,

Withdrawal requests were made on December 3rd (€330.00) and 5th (€440.00), via Skrill

I have withdrawn several times, sending the necessary documents for verification several times

I attach screenshot

Buongiorno,

Le richieste di prelievo sono state effettuate il 3 (€ 330,00) ed il 5 (€ 440,00) dicembre, tramite Skrill

Ho prelevato altre volte, inviando più volte i documenti necessari per la verifica

Allego screenshot

Thank you for your reply and for providing the previous details, Cricco73.

• First of all, thank you for sharing the screenshot confirming your account verification. Could you please let us know the exact date when you submitted the last verification document?

Additionally, could you confirm:

• When you made your last successful withdrawal, and how long it took to be processed
• Which payment method did you use to withdraw your winnings? Was it the same method you used recently?
• Have you received any communication from the casino regarding your withdrawals?

If so, please provide any additional correspondence you may have had with the casino, including screenshots, emails, or chat records. You may send all documents directly to [email protected] or upload your screenshots to the forum thread.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning

I have always used the same withdrawal method: Skrill

My last withdrawal was on December 3rd.

I also attach a screenshot of the last chat

Buongiorno

Ho sempre utilizzato lo stesso metodo di prelievo: Skrill

L'ultimo mio prelievo risale al 3 dicembre

Allego screenshot anche dell'ultima chat

Dear Cricco73

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 Kubo ([email protected]). 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks in advance, I hope it gets resolved soon

Greetings

Grazie anticipatamente, spero si risolva presto

Saluti

Good morning,

This is the latest chat exchange, with my situation attached (I have an active balance of 50,000 EUR)

I think, at this point, the casino no longer has any intention of paying...

Thanks for your assistance

Buongiorno,

Questo è l'ultimo scambio in chat, con allegata la mia situazione (ho un saldo attivo di 50000 EUR)

Penso, a questo punto, che il casinò non abbia più intenzione di pagare...

Grazie per l'assistenza

Dear Cricco73,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Mafia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Mafia Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello Cricco73,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cricco73,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo