Malina Casino - La cuenta del jugador ha sido cerrada.

My account was blocked and my balance was removed. The reason given was that I failed the verification process. I didn't even know I was supposed to verify my account or where to do it. How could I fail the verification process if I never uploaded anything or was never informed that I needed to verify my account? When I pointed this out, I was simply told that the decision was final; my arguments were ignored.

I want the casino to pay me my full winnings. I have attached screenshots of the communication.

Mein Account wurde gesperrt und mein Guthaben wurde entfernt. Als Grund wurde angegeben, dass ich das Verifikationsverfahren nicht bestanden habe. Ich wusste nicht einmal, dass ich mich verifizieren soll und wo ich das machen kann. Wie kann ich das Verifikationsverfahren nicht bestanden haben wenn ich nie etwas hochgeladen habe/ nicht informiert wurde, dass ich mich verifizieren muss. Als ich sie darauf hingewiesen habe wurde mir nur gesagt, dass die Entscheidung final ist, sonst wurde nichts zu meinen Argumenten gesagt.

Ich möchte, dass mir das Casino meine vollen Gewinne zahlt. Ich habe Screenshots der Kommunikation angehängt.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Malina Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was your profile information filled out with accurate, verifiable personal information?
• Have you deposited using a payment method in your name exclusively?
• If there was any other relevant communication between you and support, send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here for review.

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,

Tomas

Hello Tomas,

I opened the account at the beginning of November 2025; it was blocked last week.

I played slot machines.

I used a deposit bonus.

All profile information was filled out correctly and the deposit was made in my name.

The casino claims I failed the KYC process. I was unaware that I was required to complete KYC and am ready to do so at any time.

Best regards,

Michael

Hallo Tomas,

Ich habe den Account Anfang November 2025 geöffnet, gesperrt wurde er letzte Woche.

Ich habe Spielautomaten gespielt.

Ich habe einen Einzahlungsbonus verwendet.

Alle Profilinformationen wurden korrekt ausgefüllt und die Einzahlung lief über meinen Namen.

Das Casino meint ich hätte das KYC nicht bestanden. Mir war nicht bewusst, dass ich KYC durchführen soll und bin jederzeit bereit dies zu tun.

Mit freundlichen Grüßen,

Michael

Dear Michaell21,

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, Mirka (miroslava.d@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,

Tomas

Dear Michaell21,

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? Please also include evidence if needed.

Thank you in advance.

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 Michaell21,

I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.

Dear Mirka,

We have sent an email attached with evidences for your review.

We look forward to your email.

Kind regards,

Malina Casino team.

Dear Malina Casino,

Can you please confirm, if you would be able to give the player the last opportunity to provide the previously requested verification documents? Can you please also specify, if casino interface shows warning, that verification needs to be completed (for example on the top bar)?

Thank you.

Dear Mirka,

As we have already explained in our previous correspondence sent to you on September 1, 2026, we would explain once again for visibility.

On February 26, 2026, we requested the player to upload the necessary documents to proceed with account verification. Having received no response, we sent a reminder on July 7, 2026, allowing an additional seven days for compliance.

As we still did not receive an update, the account was closed on July 30, 2026, due to a breach of clause 5.3 of our terms and conditions, followed by the application of clause 9.4.

On August 4, 2026, the player submitted an inquiry regarding the account closure and the process for claiming a refund. Given that we accommodated the account for nearly five months without receiving the required information before taking action, we maintain that we should not be liable to refund the deducted amount.

Following are the aforementioned clauses from our terms and conditions, which the player acknowledged upon the creation of the account on our website:  

• 5.3 :- You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

• 9.4 :- Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

We would like to confirm that our regulations apply equally to all players. Consequently, we are unable to grant any further extensions or opportunities to the player in question.

As stated in Clause 5.3, players are required to submit requested documentation within 30 days. In this instance, we waited nearly five months for the required information before taking action. The player did not request additional time or provide an update during this period.

You can verify these details in the evidence submitted to you via email on September 1, 2026.

Regarding your inquiry about the verification process, we requested the player to complete the verification via the verification tab, which is located in his profile, in the emails sent on February 26 and July 7, 2026.

Please note that a notification will appear within the verification tab if the verification is still pending.

We trust that this information will assist in clarifying the matter for you. We look forward to receiving your update. 

Kind regards,

Malina Casino team.

Hello Michaell21,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka 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 Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Michaell21,

After reviewing the evidence, unfortunately I must reject your complaint as unjustified.

The casino’s records show that verification requests were sent on February 26 and July 7, 2026, with instructions to upload the required documents through your profile or send them by email if you experienced technical problems. The account remained open for approximately five months after the initial request, but the verification was not completed and no difficulty was reported during that period.

Although I understand that you are now prepared to complete verification, the casino provided a reasonable opportunity to do so before closing the account.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka