Two direct channels put you in touch with our team: Live Chat for quick questions and email for account or complaint matters. Mafia Casino keeps a financial department on hand Monday to Friday, 6 AM to 5 PM GMT, for withdrawal queries.
Contact Our TeamAnyone looking to reach the Mafia Online Casino team has two direct channels available: Live Chat and email. Each one serves a different purpose, and knowing which to use saves time when you need an answer.
| Channel | Best for | Notes |
|---|---|---|
| Live Chat | Quick account and payment questions | Available on the website |
| Complaints, self-exclusion requests, verification follow-ups | Response targeted within 10 business days for formal complaints | |
| Financial department | Withdrawal processing queries | Works 6 AM to 5 PM GMT, Monday to Friday |
These three touchpoints cover the day-to-day contact needs of our players, from a quick chat message to a formal written complaint.
Our first line of contact is customer service by email. If a question is not resolved immediately, it is escalated to the relevant department and we keep the player reasonably informed along the way. For anything related to payment methods or an outstanding withdrawal, the financial department processes requests within 3 business days, working 6 AM to 5 PM GMT from Monday to Friday.
A complaint tied to the outcome of a gambling transaction should be sent as a detailed written email. We ask players to include their account username, full name as registered on the account, the registered email address, a subject line containing the word complaint and the reason, a detailed explanation, and the specific dates and times involved. This level of detail lets us investigate and respond without back-and-forth delays.
Questions about documents requested for identity verification or about signing back in can also be raised through the same email channel, while quick day-to-day questions are best handled through Live Chat. Players who wish to take a break from the account can request self-exclusion by emailing our Support Service Team directly, and we assist in closing the account once the request is received.
Picking the right channel the first time gets a faster, more useful reply. Here is how the available options break down in practice.
Keeping a record of dates, times and the username on hand before writing in speeds up any email exchange with our team.
Live Chat is the quickest option for day-to-day questions such as account access or general queries. For complaints or formal matters, email remains the channel we use.
Send a detailed email including your account username, full registered name, registered email address, a subject line containing the word complaint, a clear explanation and the specific dates and times involved. We aim to respond within 10 business days for this type of escalated request.
Our financial department processes withdrawal requests Monday to Friday, 6 AM to 5 PM GMT, and requests are handled within 3 business days once all checks are complete.
Email our Support Service Team directly to request self-exclusion. We assist in closing the account, and players must also notify us of any other accounts held.
Yes, questions about documents required during identity checks can be sent through the same email channel we use for account enquiries, alongside Live Chat for quick clarifications.
5 min read · Updated Oct 8, 2026
