Beschwerde #39 Mafia Casino

Win recorded but never credited despite multiple support contacts

Von Madgamblerman

vor 3 Wochen

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.

Unseriöses Casino Mafia Casino

Grund Verlorenes Geld

Betrag $62

Diskussion

AskGamblers

• Support Team

vor 2 Wochen

Dear @Madgamblerman,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Mafia Casino

• Representative

vor 2 Wochen

Dear Madgamblerman,

We are pleased to inform you that our team has verified the transaction (Round ID).

As a result, 62 CAD has been successfully credited to your active balance.

We appreciate your patience throughout this process and hope this resolution clarifies the matter.

We look forward to serving you better in the future.

Kind Regards,
MafiaCasino Team

Mafia Casino

• Representative

vor 2 Wochen

Dear Madgamblerman,

We hope this message finds you well.

Please be informed that while the bet appears to have been settled correctly on our end, I have forwarded the specific Round ID to our Technical Support team for a detailed secondary review.

We kindly ask for your patience while we await their findings.

Thank you for your continued patience and understanding.

Best Regards,
MafiaCasino Team

AskGamblers

• Support Team

vor 2 Wochen

Dear Mafia Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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Gelöst 21 / 22

Durchschn. Betrag $2,615

Durchschn. Dauer 10 Tage

Durchschn. Antwortzeit 2 Tage

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