Account verification KYC delay

Dear Mafia Casino, I am experiencing a significant delay with withdrawals from Mafia Casino.

According my betting history On June 27, 2026, I deposited 40000 HUF and 10861 HUF and I received a bonus a 40000 HUF for sport betting. After completing wagering, my balance reached approximately 314621 HUF, after I did bet on FIFA World Cup 3rd place match and won 3 times money, so my balance reached with cashback approximately 942133 HUF now and I submitted a withdrawal of 200000 HUF 3 times on July 19, 20, 21 via MasterCard which was paid out after 2.5 weeks. Very much time. You promised that you would correct it in the future. But I can not see it. On July 19th I won with a Bet with 314621 HUF 3 times money, so my balance reached 1146146 HUF. On 6th of August I won yet 3 times money with Benfica and Inter Miami match so now my balance is 1408046 HUF.

On 6th, 7th and 8th of August I started the withdrawal process with 3x200000 HUF. Since then, the withdrawal has remained in “processing” with no progress. And now 6 working days were gone. So I have waited for my withdrawals since 6 working days.

I have contacted both via e-mail and live chat multiple times and was told the withdrawal would be prioritized and the withdrawals were accepted but wait and they could not tell me punctually the processing time and the exact date when will be my withdrawals is being processed. Despite of it they begged my pardon. Despite this, it is still pending nearly 6 working days later. Plus I was told it was being prioritized, and I was told it was still under review. Since then, I have repeatedly been told to be patient without any clear timeframe or update. The other problem is that they let me withdraw only 3 transactions of withdrawals and 808064 HUF is Still on my balance so that will be another long days to withdraw in this way (Yet 5 plus withdrawals!) so Maybe my withdrawal time will be 2-3 monthes instead of 3 workings days as the previous was 2.5 weeks. I do not like that this will be another 2.5 weeks because I have only 5-6 betslips to check which is not so much time. They promised that this delay will be fixed next time, but nothing was happened. This is unacceptable in the European Union.

No additional documents have been requested and no issues have been explained.

I have attached my email communications with e-mail support as evidence of the ongoing delay and assurances given.

This level of delay and lack of transparency is concerning, and I am requesting that all my 8 withdrawal be processed without further delay.

Waiting for your reply soon.

I am submitting a complaint regarding an unpaid slot win at Mafia Casino involving the game CherryPop.

On May 7, 2026, at approximately 12:41 PM, I placed a $1.00 CAD spin on CherryPop and triggered a bonus feature that clearly showed a total win of $62.00 CAD. However, the winnings were never credited to my casino balance.

I have attached screenshots showing that the game replay page is displaying bet amount: $1.00 and won amount: $62.00

• My account transaction history shows:

• 12:41:21 PM balance: CA$350.62 → CA$349.62

• 12:41:24 PM balance: CA$349.62 → CA$348.62

• 12:41:27 PM balance: CA$348.62 → CA$347.62 with a recorded CA$62.00 win

Despite the recorded win, my balance still decreased instead of increasing

The related bet ID: 398816681742

The balance history clearly demonstrates that the CA$62.00 payout was logged by the system but was not actually credited to my account balance.

I have contacted Mafia Casino support numerous times. Each time they request the same screenshots and bet details, they state the matter has been forwarded to the “relevant department.” After that, no resolution, update, or meaningful response is provided. The issue has effectively been ignored despite clear evidence.

I am requesting payment of the missing CA$62.00 win, a proper investigation into the malfunction, and a formal response from the casino regarding why the recorded payout was not credited

I have retained screenshots of the game replay, transaction history, and balance records supporting this complaint.

Casino: Mafia Casino (mafiacasino.com)

License: Anjouan (ALSI-152406028-FI2)

Issue: Withdrawal delay

Amount: $10,000+ USD

Pending: 3 withdrawals of $1,200 each, plus $750

Status: Processing for 6+ days (promised 3 days)

Details:

- First withdrawal requested: March 18, 2026

- Daily limit: $1,200

- Promised processing time: 3 days

- Actual status: Still "processing" with no exact date

Live chat responses: "final stage", "speed up submission", "soon" - no specific dates.

Previous payments received: 2 × $750 (proof casino can pay).

No bonus used, no rule violations.

Request: Immediate processing of all pending withdrawals with specific completion dates.