Mafia Casino - Povlačenje igrača je bilo odloženo, a dokumenti odbijeni.

Hello, I have a €1300 balance that I've been trying to withdraw since September 2025. I've uploaded my documents countless times, and each time the status is "processing" for two weeks before they are rejected without explanation and requested again. This has been going on for four months now, and I can't resolve the issue without your help.

These are two documents: transaction history and proof of ownership of a crypto wallet.

I've uploaded both documents at least five or six times, and they're simply rejected without explanation. I've repeatedly explained in the live chat that my crypto wallet doesn't contain any personal data and that I've uploaded a screenshot of my crypto wallet. Each time, it's pending for two weeks before being rejected again without reason.

My documents were accepted at other casinos in this group, and I find Mafia Casino's behavior highly unprofessional; it looks like they don't want to pay me.

Hallo ich habe 1300€ Guthaben die ich seit September 2025 Versuche auszuzahlen. Ich habe unzählige Male meine Dokumente hochgeladen und jedes Mal ist der Status 2 Wochen lang "in Bearbeitung" und dann werden sie grundlos abgelehnt und erneut angefordert. Das geht jetzt seit 4 Monaten so und ich kann das Problem ohne Ihre Hilfe nicht lösen.

Es handelt sich um 2 Dokumente: Transaktionsverlauf und Nachweis des Besitzers eines Krypto Wallet.

Beide Dokumente habe ich mindestens 5 oder 6 mal hochgeladen und sie werden einfach ohne Begründung abgelehnt. Ich habe mehrfach im Live Chat erklärt dass mein Krypto Wallet keine persönlichen Daten enthält und ich einen Screenshot von meinem Krypto Wallet hochgeladen habe. Dann ist es jedes Mal 2 Wochen auf ausstehend um dann wieder Grundlos abgelehnt zu werden.

In anderen Casinos dieser Gruppe wurden meine Dokumente akzeptiert und das Verhalten von Mafia Casino finde ich höchst unprofessionell und sieht danach aus mich nicht bezahlen zu wollen.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the screenshots you sent to the casino to verify your account, along with the communication with the casino customer support? My email address is [email protected].
• Have all your other identity documents been successfully verified?
• What types of games did you play at this casino?

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

Best regards

Veronika

Hi Veronika,

I uploaded this screenshot from my Trust Wallet app.

My application is consistently rejected, and I've repeatedly explained that Trust Wallet doesn't store any personal data. Despite this, they continue to request the same information to prevent my verification. I don't have screenshots of the chat history, but it's been about two months.

My other ID and selfie documents were accepted. I only played slots.

Hi Veronika,

Ich habe diesen Screenshot aus meiner Trust Wallet App hochgeladen

es wird dauerhaft abgelehnt und ich habe schon mehrfach erklärt dass es keine persönlichen Daten bei Trust Wallet gibt trotzdem wird weiterhin das gleiche gefordert um meine Verifizierung zu verhindern. Ich habe keine Screenshots von Chat Verlauf aber es ist schon bestimmt 2 Monate her.

Meine anderen Ausweis und Selfie Dokumente wurden akzeptiert. Ich habe nur Slots gespielt.

Thank you for your response.

Have you tried contacting the casino’s customer support via email and requesting assistance with the verification of ownership of your Trust Wallet? In some cases, email support can be more helpful than live chat when it comes to verification-related matters.

Since Trust Wallet is a non-custodial wallet, casinos usually accept alternative proof of ownership. This may include a screenshot or a short video showing the wallet address, the specific coin or token used, and the transaction history. Alternatively, the casino may ask you to sign a message directly in Trust Wallet. The message would be provided by the casino and would cryptographically prove that you control the wallet, although not all casinos support this option.

Regarding the missing transaction history from August and September, could you please clarify which document you uploaded to the casino for this step of the KYC process?

Thank you in advance for your clarification.