Malina Casino - La cuenta del jugador ha sido cerrada.

My account was blocked without any explanation. There is a balance of 1500€ on the account that rightfully belongs to me.

Konto wurde ohne Angaben von Gründen gesperrt. Es befindet sich ein Guthaben von 1500€ auf dem Konto, was mir zusteht.

Dear t99472znz9,

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

Have you received any emails from the casino after your account was blocked?

Have you tried contacting customer support and asking why the casino blocked your account?

Could you please confirm if you passed the full KYC verification, or if you at least submitted any identity documents to the casino for verification?

Have you accumulated your winnings with or without a bonus?

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

Hello 🙂

Did you receive any emails from the casino after your account was blocked? No

Have you tried contacting customer support and asking why the casino blocked your account? Yes, no reason given

Can you please confirm if you have passed the full KYC verification or if you have at least provided ID documents to the casino for verification? I did not need to verify myself. It said I am already verified

Have you accumulated your winnings with or without a bonus?

Hallo 🙂

Haben Sie nach der Sperrung Ihres Kontos E-Mails vom Casino erhalten? Nein

Haben Sie versucht, den Kundendienst zu kontaktieren und zu fragen, warum das Casino Ihr Konto gesperrt hat? Ja, keine Angabe von Gründen

Können Sie bitte bestätigen, ob Sie die vollständige KYC-Verifizierung bestanden haben oder ob Sie dem Casino zumindest Ausweisdokumente zur Verifizierung vorgelegt haben? Ich brauchte mich nicht zu verifizieren. Dort stand ich bin bereits verifiziert

Haben Sie Ihre Gewinne mit oder ohne Bonus angesammelt? Ohne

Please forward me all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you for your cooperation.

Hello, I didn't take a screenshot of the question in the chat. The most I can do is write to you again and send it to you

Hallo, ich habe von der Frage im Chat keinen Screenshot gemacht. Ich kann sie höchstens nochmal anschreiben und es Ihnen zukommen lassen

Please ask the casino customer support about the reason why your account was blocked and then send the response to me either as an email (veronika.l@casino.guru) or as a screenshot.

I wrote to support, wrote another email and am waiting for a response

Ich habe dem Support geschrieben, erneut eine Mail danach geschrieben und warte auf Antwort

I have not received a reply to my email yet

Ich habe bisher keine Antwort auf meine Mail erhalten

Good morning,

Today I received a reply to my email, but like the times before, there was no answer to my question as to why my account was blocked.

Guten Morgen,

heute habe ich eine Antwort auf meine Mail bekommen, jedoch wie die Male zuvor, nicht die Frage auf meine Antwort , wieso mein Konto gesperrt wurde.

Thank you for the information. In the email reply you received, the casino states that your account was closed after your request. Could you please specify if you ever asked Malina Casino to close your account?

No I haven't.

The statement after my inquiry refers to my email, with the request for justification of the account closure

nein habe ich nicht.

Die Aussage nach meiner Anfrage, bezieht sich auf meine Mail, mit der Bitte um Begründung der Kontoschliessung

Thank you very much, t99472znz9, for providing all the necessary information. I will now transfer your complaint to my colleague Miroslava (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear t99472znz9,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Malina Casino representative to join this conversation.

Dear Malina Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello,

We have shared an explanation to miroslava.d@casino.guru.

Best wishes,

Malina Casino.

No statement was shared!

Es wurde keine Erklärung geteilt!

Dear t99472znz9,

Could you please confirm, if you have attempted to charge back any deposits in this casino?

Thank you.

From my side not no

Von meiner Seite nicht nein

Dear t99472znz9,

Could you please provide a bank statement from this July (from payment method you used in this casino) ?

Thank you.

Can I send this to you by email?

Kann ich Ihnen diesen per Mail zukommen lassen?

Yes, you can send it to miroslava.d@casino.guru .

Thank you I sent you

Danke hab ich Ihnen gesendet

Dear t99472znz9,

Unfortunately, there are many pages of the bank statement missing on the screenshots you provided.

Could you please send me the whole pdf document?

Thank you.

Yes, that's right, there are pages missing because it's my private bank statement and these things have nothing to do with the above matter. So please explain to me why I have to send you these pages?

I feel somehow and scrutinized, even though I asked you for help...

Ja richtig es fehlen Seiten, da es mein privater Kontoauszug ist und diese Dinge nichts mit der o.g Angelegenheit zu tun haben. Also bitte erklären Sie mir, warum ich Ihnen diese Seiten zukommen lassen muss?

Fühle mich irgendwie und durchleuchtet , obwohl ich Sie ja um Hilfe gebeten habe …

Dear t99472znz9,

It is a standard practice that we require unedited official documents, to be able to fairly assess the situation. Personal documents will be kept private, and won't be shared to any third parties without your consent.

We are extending the timer by 7 days. Please, be aware that in case you fail to cooperate in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent it by email!

Ich habe es per Mail gesendet!

Dear t99472znz9,

Can you please provide a card statement from a card you used for deposits to this casino for the same time period?

Thank you.

What is a card statement? I only have a bank statement

Don't understand that

Was ist ein Kartenauszug? Ich habe nur einen Kontoauszug

Verstehe das nicht

Dear t99472znz9,

On the bank statement you sent me, it is not visible, if it is linked to the card you used for deposits and withdrawals from your player account in this casino.

I would need to see a a summary of your credit card activity during this July, with for example a screenshot that would prove, that you used this card in your player account.

Thank you.

Oh so ok.

It is not possible for me to take a screenshot of this because I no longer use this card and therefore do not have access to the card details.

But you can see from my bank statements that I have deposited money there. Of course always under a different name because this casino is not legal, it seems.

Achso ok.

Es ist mir nicht möglich davon einen Screenshot zu machen, da ich diese Karte nicht mehr verwende und ich somit keinen Zugriff auf die Kartendetails habe.

Aber Anhand meiner Kontoauszüge sehen sie ja das ich dort eingezahlt habe. Natürlich immer unter anderem Namen da diese Casino nicht legal ist wie es scheint

Dear t99472znz9,

For fair review of the situation, it is needed for you to provide proof the statement belongs to the payment method, that has been used by you for deposits.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide evidence in the given time frame or don’t require any further assistance, we will reject the complaint.

For fair proof?

I cannot provide any proof of a card that no longer exists....

The bank statement shows exactly when the payments were made and to whom.

Für einen fairen Nachweis?

Ich kann keinen Nachweis über eine Karte erbringen die es nicht mehr gibt....

Auf dem Kontoauszug ist ganz genau ersichtlich wann die Zahlungen erbracht wurden und an wen.

Dear t99472znz9,

I've received evidence from the casino, that suggests you have charged back multiple payments, which is something, that is a stadnard breach of terms in online casinos.

Documents, you send me could not prove otherwise, since the bank account on the account statement could not be connected to the payment method used for deposits to the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.