Slot Mafia Casino - Die Gewinne des Spielers wurden beschlagnahmt.

Dear Casino Guru Team,

I would like to file a complaint against Mafia Slot Casino.

I received an email informing me that my withdrawal of EUR 500 was declined and my winnings confiscated. The reason given was that I had played the game "Wanted Dead or A Wild" with active bonus funds (violation of section 7.6 of the bonus terms and conditions).

However, this is false and an untrue claim.

I didn't play the game until I had fully played through the bonus and finished wagering. The bonus had already ended at that point, and I was playing with real money.

It's therefore impossible that I violated the bonus terms and conditions. The confiscation of my winnings is, in my opinion, unlawful, unfair, and unacceptable.

I therefore ask for your support and a fair review of this case.

Thank you for your help.

Best regards

Sehr geehrtes Casino Guru Team,

ich möchte hiermit eine Beschwerde gegen Mafia Slot Casino einreichen.

Mir wurde per E-Mail mitgeteilt, dass meine Auszahlung in Höhe von 500 EUR abgelehnt und meine Gewinne konfisziert wurden. Als Grund wird angegeben, ich hätte mit aktivem Bonusguthaben im Spiel „Wanted Dead or A Wild" gespielt (Verstoß gegen Punkt 7.6 der Bonusbedingungen).

Dies ist jedoch falsch und eine unwahre Behauptung.

Ich habe das Spiel erst gespielt, nachdem ich den Bonus vollständig durchgespielt und fertig gewagert hatte. Der Bonus war zu diesem Zeitpunkt bereits abgeschlossen, und ich habe mit Echtgeldguthaben gespielt.

Es ist daher unmöglich, dass ich gegen die Bonusbedingungen verstoßen habe. Die Konfiszierung meiner Gewinne ist aus meiner Sicht unrechtmäßig, unfair und inakzeptabel.

Ich bitte Sie daher um Unterstützung und eine faire Überprüfung dieses Falles.

Vielen Dank für Ihre Hilfe.

Mit freundlichen Grüßen

Dear player,  

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

• Could you please specify what bonus you were playing with? Can you please share the link to the bonus or a screenshot with the bonus description?  
• Did you trigger any bonus rounds or free spins while having the active bonus and then close/pause the game?
• When did you complete the wafering requirement of the bonus? Did you have a notification?
• Do you have access to your betting history? Can you please forward it to natalia.b@casino.guru?
• Have you passed KYC verification?

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,

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.

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

Dear Nati0812,

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,

Natalia