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Since August 30th I made the request to withdraw 450 USD and until today I have not received it, I have requested the tracking number of the transaction or proof that they actually made the payment, because they say it has already been paid but it has not been, could you help me since I have not received a good response from them.

Desde el día 30 del mes de agosto hice la solicitud para retirar 450 usd y hasta el día de hoy no me han llegado, he solicitado el número de rastreo de la transacción o un comprobante de que en verdad hicieron el pago, xk ellos dicen que ya está pagado pero no es así, podrían ayudarme ya q no tengo buena respuesta de parte de ellos.

Dear player,

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 the 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

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, 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.

I only had an error in the currency, the withdrawal I processed is 450 USD

Solo tuve un error en la moneda el retiro que tramité es de 450 usd

Dear player,

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.

Not yet, and I've asked them for the transfer tracking number or the electronic proof of payment and they refuse... they don't even want to tell me which bank they deposited from.

Aún no, y les eh pedido el número de rastreo de la transferencia o el comprobante electrónico de pago y se niegan… ni siquiera me quieren decir de qué banco depositan

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

I've been playing for a short time, and the winnings were part of a deposit and part of a bonus that was released. The problem is that the withdrawal is marked as complete but it never arrived, and they assure me that the transfer was successful on their part. They sent me a tracking number, but I need to know which federal entity they manage, and they don't send it to me.

Tengo poco jugando, y las ganancias eran parte de un depósito y parte de un bono que se liberó, sk el problema que el retiro me lo marca como completo pero nunca llegó y ellos aseguran q de su parte si fue exitosa la transferencia, y me enviaron un número de rastreo pero necesito saber entidad federativa q manejan y no me la envían

Dear player, could you please let me know the exact date when the withdrawal was marked as "complete" by the casino?

Also, have you received the funds in the meantime? If not, and you have already sent the casino a document from your bank confirming that the money was not received, I kindly ask you to send it to me as well at dominika.l@casino.guru.

On 08/30/2025 and I still haven't been paid

El día 30/08/2025 y aún no me pagan

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear juancarlos1501,

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 and state the reason why the player still hasn't received his withdrawals?

Thank you in advance for providing the information.

Dear Customer,

We are currently working on your request and will be back with an update in the nearest time possible.

Your patience and understanding is highly appreciated!

Best regards,

Mafiacasino.com

I hope this time they do something about the Casino mafia. The emails only give me excuses and no solutions.

Espero esta vez si hagan algo mafia Casino, en correos solo me dan pretextos y nada d soluciones

Dear Customer,

In order to proceed with your request, we need you to send us a Bank Statement in PDF from 03.09.2025 until today.

Once provided we will check your request and inform you accordingly.

Best regards,

Mafiacasino.com

Thank you Mafia Casino Team for the information provided.

Dear juancarlos1501,

can you please send to the casino what they need and please let me know once you do so?

Thank you so much

I've already sent them to you a couple of times.

Ya se las envié un par de veces

As you can see, I sent them to you on September 25th.

Cómo se ve se las envié desde el 25 de septiembre

Mafia Casino hereby requests proof that the payment was made, showing the payment date, payment amount and currency, reference number and tracking code, account number to which it was sent, Swift code, name and address of the bank and recipient, and name of the bank where the transaction was made.

Mafia Casino les solicito por este medio un comprobante de que se realizó el pago, donde venga fecha de pago, monto del pago y moneda, número de referencia y clave de rastreo, número de cuanta a qué se envió, código Swift, nombre y dirección del banco y receptor, y nombre del banco donde se realizó la transaccion

Dear juancarlos1501,

can you please send me the Bank Statement in PDF from 03.09.2025 until today. martina.b@casino.guru

Did you have a chance to contact your bank to conduct a payment investigation as recommended in the statement from the app?

I'll send it to you right away, and yes, I contacted the bank but there is no transaction data.

Enseguida te lo envío, y si me comuniqué con el banco pero no hay datos de la transacción

I already sent it to you by email

Ya te lo envíe x correo

Dear juancarlos1501,

thank you for the email, however, the period you have sent to me is only from 3.9 - 13.9. Can you please sent me up till today? Thank you so much

You also need to have some official letter from bank that according to the reference number, no payment was received... or something like this.

Ok

You can't get a statement because the next one can only be issued mid-month, but it appears from 9/3/25, which is the date on which the payment was made.

No se puede sacar un estado de cuenta ya que el próximo solo se puede sacar a medio mes, pero ahí sale desde el día 3/sep/25 que es la fecha en q según se hizo el pago

Ok, I understand.

In the meantime, could you please send us the complete bank statement for September and contact your bank to obtain an official confirmation that the payment in question has not been received?

Thank you very much in advance for your cooperation.

They say they can't process something that doesn't exist, that it would be like inventing something, or what is that file they're asking for???

Ellos dicen que no me pueden tramitar algo que no existe, que sería inventar algo, o como es ese archivo que pide???

They need official bank statement, that the payment with UETR: **** and Reference#: **** . has not been received. The numbers are in Ohmyfin screenshot you have sent here.

I'll request it from my bank, but why won't Mafia Casino provide the PDF file I requested of the transaction? I've requested it by email many times, and nothing.

Lo solicitaré en mi banco, pero porque Mafia Casino no quiere facilitar el archivo pdf que solicité de la transacción??? Se los eh pedido x correo muchas veces y nada.

Martina, could you help me trace the transaction with the information I posted earlier so you can verify that there's no such data? Please.

Martina, podrías ayudarme tú con los datos que ya te publiqué antes a rastrear la transacción para que verifiques que no existen datos. Por favor

Dear Mafia Casino Team,

can you please send here or to martina.b@casino.guru the file proving that the payment has been successfully sent out to the player? Thank you very much in advance

Dear Customer,

Your request is under investigation and we will be back with an update in the nearest time possible.

Your patience and understanding is highly appreciated!

Best regards,

Mafiacasino.com

It's been a month and a half, isn't that a long time now Mafia Casino???

Ya tiene un mes y medio, no es mucho tiempo ya Mafia Casino???.

Dear Casino Guru,

We kindly ask the customer to double-check whether their account is still active and confirm that the bank account details provided in the beneficiary information are correct?

The funds were returned to the balance due to the following reason: "Beneficiary bank is unable to apply funds."

Kind Regards,

MafiaCasino Team

Dear juancarlos1501,

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,
Martina
Casino.Guru