Mafia Casino— player complaints: 21 in English

Reason: Delayed payment I currently have €14,000.20 shown as my casino balance. In addition, I have three pending withdrawals totaling €1,490 (€500 + €490 + €500).The casino’s withdrawal system explicitly states that I have reached the maximum number of pending withdrawal requests, meaning I am unable to submit any additional withdrawal requests while these three remain pending.The three withdrawals are still pending/under verification, and I have been unable to obtain a clear response from the casino regarding when they will be processed.I am therefore currently unable to withdraw my remaining balance of €14,000.20. Given the significant amount involved, I am requesting assistance in obtaining clarification from the casino and, ultimately, access to my funds.: 500€ 03/09/2026490€ 04/09/2026500€ 11/09/2027

The player from Quebec has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.The player from Quebec has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 19 Sep 2026 Automatic translation:

The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 18 Sep 2026 Automatic translation:

The player from Spain has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.The player from Spain has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 16 Sep 2026 Automatic translation:

The player from Austria has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.The player from Austria has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 06 Sep 2026 Automatic translation:

Reason: Delayed payment Hello, I am submitting this complaint regarding three withdrawal requests that have been pending for an unusually long period.I made three withdrawal requests of €500 each:€500 on 15 August 2026€500 on 16 August 2026€500 on 17 August 2026Therefore, a total of €1,500 is currently pending.Today is 1 September 2026, and all three withdrawals are still stuck at the first stage of processing.The casino advertises a withdrawal processing time of approximately 1–3 business days. This timeframe has now been exceeded by a significant margin.I have contacted Live Chat and VIP support several times. I have repeatedly been told that there is currently a delay affecting the financial department and that my withdrawals have been escalated or marked as urgent. However, despite these assurances, the withdrawals remain pending and I have still not been given a clear processing or payment date.What concerns me even more is that I still have approximately €10,000 remaining to withdraw from my balance. I therefore need to understand how and when these funds will be processed, especially considering that my previous withdrawals are already significantly delayed.I fully understand that occasional delays can occur. However, the advertised 1–3 business day timeframe has been exceeded by a considerable amount, and repeated contacts with support have not resulted in any concrete resolution.I am therefore asking AskGamblers to assist me in obtaining:A clear explanation as to why these three withdrawals have remained pending since 15–17 August.Confirmation of the exact current status of each withdrawal.The processing and payment of the outstanding €1,500 as soon as possible.A clear and realistic timeframe for the processing of these withdrawals.Clarification regarding the procedure and expected timeframe for withdrawing the remaining approximately €10,000.I can provide screenshots showing the withdrawal dates, amounts, current status, the advertised processing timeframe and my conversations with the casino's support team.I am not asking for preferential treatment. I simply want my withdrawals to be processed within a reasonable timeframe and in accordance with the casino's stated withdrawal conditions.Thank you for your assistance.

The player from Canada has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.The player from Canada has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 27 Aug 2026 Automatic translation:

The player from Germany has been waiting for a €500 payment for 2 months, having contacted support three times without resolution. Each interaction has resulted in vague reassurances, but no payment has been received, and he has not received any follow-up communication.

The player from Germany had three pending withdrawal requests from June 15th, 16th, and 23rd, 2026, which the casino claimed were in their final stages, but no progress was made. He remained frustrated by the lack of action despite ongoing communication. The complaint was marked as resolved by the player after the issue was addressed through communication with the Complaints Team. It was confirmed that the player's concerns had been settled, and the case was closed with an invitation to contact the Complaints Team for any future issues.

The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. We explained that withdrawals could take up to 14 days and might be delayed by KYC verification or a high volume of requests, so the player was asked to wait and cooperate with the casino. As no further response was received after follow-up messages and a 7-day extension, we closed the complaint for now due to lack of communication.

The player from Austria reported that her account at Mafia Casino 2025 was closed after she threatened legal action regarding a game issue. She sought assistance in recovering her lost funds, amounting to 4,800 euros, and requested account closure through self-exclusion, but had not received any responses from the casino since June 19th. We were unable to assist further because the account closure had happened more than six months earlier, so the case fell outside our complaint handling policy and was treated as a cold case. As a result, the complaint was rejected since the evidence could no longer be reliably verified.

The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The complaint was resolved as the player confirmed that the issue with the withdrawal had been resolved. We had advised the player to wait at least 14 days for withdrawal processing and extended the response time to ensure proper communication. The complaint was then closed following the player's confirmation.

The player from Germany had requested three withdrawals from Mafia Casino 2.5 weeks prior, which remained unprocessed despite the website's claim of three business days for such requests. She felt the delays might have been intentional to encourage further gambling and sought support for her outstanding total of €7500. It was found that the player had not yet been verified and the casino had not requested verification documents, which contributed to the delay. Withdrawals were processed slowly due to a maximum limit of three outstanding payments of €500 each, causing the payout process to extend over several weeks. The complaint was marked as resolved after the player confirmed that payouts had been made, although the processing times remained longer than stated by the casino.

The player from Austria had attempted to block his casino account but was repeatedly lured by bonuses and had faced delays in receiving responses to his requests. His initial closure request had been submitted on September 18, 2025. The Complaints Team had confirmed that the player requested self-exclusion due to gambling addiction on November 13, and the casino closed his account on the same day. It was concluded that the casino had acted promptly in handling the self-exclusion request, and as a result, the player was not eligible for a refund of his deposits, leading to the rejection of his complaint as unjustified. Later, the account had been reopened by the casino without the player’s consent, during which he deposited approximately €1200. Following further investigation and cooperation between the Complaints Team and the casino, a refund of €1,105 was offered and accepted by the player. The refund was processed successfully, and the complaint was resolved.

The player from Austria faced an issue with his account being reopened after he had permanently closed it due to gambling addiction. The Complaints Team attempted to gather details about the timeline of the self-exclusion and account reopening, as well as evidence of the original request. However, the player did not respond to inquiries or provide the requested information. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen it if the player resumed communication.

The player from Australia had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The player reported that the withdrawal had remained in the 'requested' stage for over two weeks despite having no KYC requirements and no bonus-related winnings. The casino had imposed a daily withdrawal limit of $800, which caused delays in processing the total amount of $32,400 AUD. The complaint was resolved after the player confirmed satisfaction with the outcome, and no further action was required.

The player from Spain had requested account closure due to a gambling problem but found her request ignored by the casino. Despite her attempts to communicate via email and chat, her account remained open, leading to additional deposits and losses. The casino initially apologized and promised a refund but failed to follow through or respond to multiple requests for cooperation. We repeatedly sought the casino's engagement without success and ultimately closed the complaint as unresolved due to the casino's lack of response and absence of a valid license or ADR service. The unresolved status may have negatively affected the casino's rating, but no refund or account closure was achieved.

The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. He reported repeated delays in processing withdrawals, a sudden downgrade from VIP/account level 4 to level 1, and a reduced monthly withdrawal limit of €7,000, while his remaining balance was over €20,000. We asked the casino to clarify the downgrade and the limit rules, and the casino confirmed that account levels and limits were set automatically based on activity, deposits, withdrawals, and bonuses over the past 90 days, with the €7,000 limit applying per calendar month. The complaint was marked as resolved because the later withdrawals were processed successfully and he confirmed that payments were then going through without further delay.The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. He reported repeated delays in processing withdrawals, a sudden downgrade from VIP/account level 4 to level 1, and a reduced monthly withdrawal limit of €7,000, while his remaining balance was over €20,000. We asked the casino to clarify the downgrade and the limit rules, and the casino confirmed that account levels and limits were set automatically based on activity, deposits, withdrawals, and bonuses over the past 90 days, with the €7,000 limit applying per calendar month. The complaint was marked as resolved because the later withdrawals were processed successfully and he confirmed that payments were then going through without further delay. Written by MichalComplaint Resolution Center Team Lead & Casino Analyst Submitted: 25 Jun 2026 | Resolved : 07 Aug 2026Automatic translation:

The player from Poland filed a formal complaint against Mafia Casino, claiming it had violated Responsible Gaming standards by allowing him to register after he had declared a gambling addiction to its sister casino, Wonaco Casino. Despite his request for self-exclusion, Mafia Casino accepted his deposits and allowed him to incur losses, prompting him to demand a full refund of his funds. We clarified that self-exclusion at one casino did not automatically extend to associated brands and that it was the player's responsibility to notify each casino of their gambling problem. Due to the player's lack of further response to our inquiries, the complaint was closed without resolution.

> ​I am filing this complaint against Mafia Casino (operated by NovaForge Ltd) because my account and withdrawals have been blocked for nearly 2 months now. > > ​The verification process has become endless and unreasonable. While the casino has accepted most of my identity documents, they are specifically blocking the "Proof of Address" verification. They claim that my PDF documents have been "modified," which is false. > > ​What makes this situation absurd is that they have already accepted other identity documents that contain the exact same address. To resolve this, I have sent multiple official documents, including: > > - ​Internet and electricity bills. > - ​Telephone bills. > - ​Bank and credit card statements. > - ​Home insurance certificates. > > ​Despite providing all these official sources, they continue to use the same generic excuse to refuse my payout. I have exhausted all options with their support team and I am now seeking your assistance to receive my legitimate winnings.