Malina Casino - La cuenta del jugador ha sido cerrada sin motivo alguno.

Dear Casino Guru team,

I am filing this formal complaint against MalinaCasino for a very serious and clear violation of international Responsible Gaming regulations, as well as for the failure to pay out regularly won bets and VIP benefits.

I am a VIP user of the platform (Username: cirofierro99) and I wish to assert my rights on the following points:

1. RESPONSIBLE GAMING VIOLATION (Failure to Close Account): On July 3, 2026, I sent an official and unequivocal request for the immediate and permanent closure of my account due to issues with my gaming sessions. Instead of immediately blocking my access to protect me, as required by the license terms, the VIP team and support deliberately ignored my messages for days in an attempt to detain me. Due to this serious omission, I was unable to make subsequent deposits totaling approximately €1,200. I request a full refund of this €1,200, as it was accepted by the casino after my explicit request to stop.

2. WINNING BETS UNFAIRLY VOID (€70): On Saturday, July 4th, I placed live bets on the "First Half" market for the AZ Alkmaar vs. Gent friendly match (Coupon IDs: 5151064297 and 5151010313). Goals were scored in the 41st and 42nd minutes of the first half. The casino subsequently voided the bets, refunding only the stake, citing the fact that the match was played over two halves of 50 minutes in total. This reasoning is completely baseless: the "First Half" market objectively ended on the pitch before the standard 45 minutes and was validated by all global providers. I demand my net winnings of €70. I would also like to point out that bet ID: 5151330736 (Servette - Stade Nyonnais), which was also won in the first half, has been stuck "In Progress" at 0-0 for days.

3. VIP CASHBACK WITHDRAWAL: The casino has been withholding and refusing to calculate my Weekly VIP Cashback for two consecutive weeks, with no explanation.

After having communicated to the platform the intention to proceed with legal action and having sent a formal report to the Curaçao eGaming Authority ( complaints@curacao-egaming.com ), support and VIP Managers applied "radio silence", ignoring all my messages.

I have all the screenshots with timestamps of the ignored closure emails, the betting coupons, and the unfounded support responses. I'm requesting Casino Guru's mediation so that the operator can permanently block my account and fully refund me what I'm owed (€1,270 in total plus cashback).

Thank you for your help.

Spettabile team di Casino Guru,

Apro questo reclamo formale contro MalinaCasino per una gravissima e palese violazione delle norme internazionali sul Gioco Responsabile, oltre che per il mancato pagamento di scommesse regolarmente vinte sul campo e benefici VIP.

Sono un utente VIP della piattaforma (Username: cirofierro99) e desidero far valere i miei diritti sui seguenti punti:

1. VIOLAZIONE GIOCO RESPONSABILE (Mancata chiusura conto): In data 3 luglio 2026 ho inviato una richiesta ufficiale e inequivocabile di chiusura immediata e definitiva del mio account a causa di problematiche legate alle mie sessioni di gioco. Invece di bloccare l'accesso istantaneamente per tutelarmi, come previsto dai termini di licenza, il team VIP e il supporto hanno deliberatamente ignorato i miei messaggi per giorni al fine di trattenermi. A causa di questa grave omissione, sono stato messo in condizione di effettuare successivi depositi per un totale di circa 1.200€. Chiedo il rimborso integrale di questi 1.200€, in quanto accettati dal casinò dopo la mia esplicita richiesta di stop.

2. SCOMMESSE VINCENTI ANNULLATE INGIUSTAMENTE (70€): Sabato 4 luglio ho piazzato delle giocate Live sul mercato "Primo Tempo" dell'amichevole AZ Alkmaar - Gent (Coupon ID: 5151064297 e 5151010313). I gol sono stati segnati regolarmente al 41° e 42° minuto della prima frazione di gioco. Il casinò ha successivamente annullato (fatto void) le scommesse rimborsando solo la puntata, accampando come scusa il fatto che l'incontro si è disputato su due tempi da 50 minuti complessivi. Questa motivazione è totalmente priva di fondamento: il mercato "Primo Tempo" si è concluso sul campo in modo oggettivo prima dei 45 minuti standard ed è stato validato da tutti i provider mondiali. Esigo le mie vincite nette pari a 70€. Segnalo inoltre che la scommessa ID: 5151330736 (Servette - Stade Nyonnais), anch'essa vinta nel primo tempo, risulta bloccata "In Corso" sullo 0-0 da giorni.

3. SOTTRAZIONE CASHBACK VIP: Il casinò sta trattenendo e rifiutando di calcolare il mio Cashback VIP Settimanale da due settimane consecutive, senza alcuna spiegazione.

Dopo aver comunicato alla piattaforma l'intenzione di procedere per vie legali e aver inviato una segnalazione formale all'autorità di Curaçao eGaming (complaints@curacao-egaming.com), l'assistenza e i VIP Manager hanno applicato il "silenzio radio", ignorando ogni mio messaggio.

Ho a disposizione tutti gli screenshot con i timestamp delle email di chiusura ignorate, i coupon delle scommesse e le risposte infondate del supporto. Chiedo la mediazione di Casino Guru affinché l'operatore proceda al blocco definitivo del conto e al rimborso totale di quanto mi spetta (1.270€ complessivi più il cashback).

Grazie per il vostro aiuto.

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Stay safe.

Dear Zimm98;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

• Please note we are unable to assist you with any sports-betting-related issues.
• Have you asked the casino for a comment regarding the cashback not being credited? When was the last time you received it? Have you participated in other promotions during the affected period?

Please note, based on publicly available information, our data team concluded the casino currently operates without a valid license. Thanks for your understanding.

Thank you in advance for your cooperation.

Best regards,

Tomas