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.

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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