Malina Casino - La cuenta del jugador ha sido cerrada.

Hello. Unfortunately, I have a problem with Malina Casino. My account has been blocked, and I had funds in it—around 500 PLN (I don't recall the exact amount, but it was roughly 500 PLN). For the past two weeks, the bookmaker has stopped responding to my messages regarding the return of these funds, given that I can no longer play there.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning. I deposited 500 PLN there, but after the deposit, I discovered there was a maximum limit of 5 PLN in place. I wanted to withdraw the funds, but I was told I had to meet a 500 PLN wagering requirement, so I kept placing 5 PLN bets until my account was closed; I hadn't taken any bonus, and they didn't ask for verification.

Dear kurak,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Unfortunately, I don't have much in the way of email correspondence because they stopped replying to me, and I haven't received any messages. The chat agent keeps asking me to email an address that hasn't answered me for two months, claiming that the relevant department will handle the matter as a priority and that I'll get my funds back. I sent the attachments via email because the system here says I've exceeded the attachment limit.

Unfortunately, I don't have much in the way of email correspondence because they stopped replying to me, and I haven't received any messages. The chat agent keeps asking me to email an address that hasn't answered me for two months, claiming that the relevant department will handle the matter as a priority and that I'll get my funds back. I sent the attachments via email because the system here says I've exceeded the attachment limit.

Hello kurak,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear kurak,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Malina Casino to join this conversation and assist in addressing the complaint.

Dear Malina Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kurak,

I hope this message finds you well.

We have contacted the casino once again, and we hope to receive a response soon. I have also extended the timer by an additional seven days to give the casino more time to respond.

Thank you for your patience and understanding.

Dear kurak,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru

We’ve reopened this complaint at the request of Malina Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Malina Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear All,

Thank you for reaching out.

After conducting a thorough review of the player's account, we can confirm that a deposit of 500 PLN was made, of which only 65 PLN has been wagered so far. We understand the player's dissatisfaction regarding our maximum bet limit of 5 PLN. However, as outlined in our Terms & Conditions, it remains the player's responsibility to review all game rules, betting limits, and account terms prior to depositing funds.

Because the account currently has un-wagered funds, we can offer two potential resolutions. The first option is for the player to wager the remaining balance to fulfill the mandatory 1x deposit playthrough requirement, after which all remaining funds will be fully available for standard withdrawal. Alternatively, in accordance with T&C Section 6.8, we can process a manual withdrawal request on behalf of the player without requiring further wagering, subject to a 10% administrative commission deducted from the balance.

Applicable Terms & Conditions:

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than 0.5 EUR (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer. 

8.1 When placing a bet, it is your responsibility to check that all details of the bet are correct.

Please let us know how you wish to proceed so we can assist accordingly.

Best regards,

Malina Casino Team

Dear Malina Casino,

Thank you for your response and for clarifying the available options.

Before proceeding, could you please clarify on what grounds the player's maximum bet was limited to 5 PLN?

In particular, we would like to understand whether the 5 PLN limit is a standard betting limit applicable to all players/games concerned, or whether it was specifically applied to this player's account. If it was an individual account restriction, please explain the reason for imposing it and when the player was informed about this limitation.

This information is particularly relevant given that the player was required to complete a 1x deposit rollover while being restricted to bets of no more than 5 PLN.

Thank you in advance for your clarification.

Dear All,

The restriction was specifically applied to this account following a review by the relevant department. However, because the player was not aware of this enforcement action prior to the restriction, we would like to offer a goodwill resolution.

We are prepared to allow the withdrawal of the player's remaining active balance, which totals 497 PLN. Should the player accept this resolution, please let us know, and we will initiate the transaction immediately.

Kind regards,

Malina Casino Team

Dear kurak,

Thank you for your patience.

The casino is prepared to allow you to withdraw your remaining active balance of 497 PLN without requiring you to complete the remaining wagering requirement.

Could you please confirm whether you accept this resolution? Once you confirm, we will ask the casino to proceed with the payment.

I look forward to your response.