Malina Casino - La cuenta del jugador ha sido reabierta sin consentimiento.

Hi, I had closed my Malina Casino account at the end of November 2024 due to self-exclusion from the game. On February 1st, without any request or consent from me, they reopened my account, granting me a €5 no deposit bonus and other subsequent bonuses with deposit. However, in the end I went back to playing and lost €217 from February 1st to today.

I wrote to support asking for a refund, or a bonus, since no one had authorized them to reopen my account.

My question is: is it possible to get a refund from this scam site? I am happy with even half.

Salve, avevo chiuso account Malina Casinò a fine novembre 2024 per autoesclusione dal gioco. In data 1 Febbraio, senza nessuna mia Richiesta , ne consenso hanno riaperto il mio account, concedendomi un bonus di €5 senza deposito e altri bonus successivi con deposito. Comunque alla fine sono tornato a giocare e ho perso 217€ dal 1 Febbraio ad oggi.

Ho scritto all' assistenza chiedendo il rimborso, oppure un bonus, poiché nessuno aveva autorizzato loro a riaprirmi account.

La mia richiesta è: se è possibile ottenere un rimborso da questo sito scam? Mi accontento anche della metà.

Dear JOEJANET90,

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. 

• Have you informed the casino about suffering from gambling problems at any time in the past?
• Do you believe you need protection from further gambling?
• Which self-exclusion option have you requested from the casino in the past?
• Is your account currently closed?

Thank you very much in advance for your reply.

Best regards,

Tomas

Closing an account on these types of sites can only be done by request to the operator. I had closed several Estolio Ltd sites, and many have been reopened, including this one from Malina Casino.

Very often I closed accounts to avoid playing, because I wanted to take a break from the game, which sometimes leads to negative periods. It was certainly a period in which I had a lot of losses in the game and I decided to close the account to avoid making new deposits.

La chiusura dell' account su questo tipo di siti può avvenire solo tramite richiesta all' operatore. Avevo chiuso diversi siti di Estolio Ltd, e molti sono stati riaperti, tra cui questo di Malina Casinò.

Molto spesso ho chiuso gli account per evitare di giocare, poiché volevo prendermi una pausa dal gioco, che in certi momenti porta a periodi negativi. Sicuramente era un periodo in cui avevo molte perdite nel gioco e avevo deciso di chiudere l' account per evitare di fare nuovi depositi.

I apologize for not replying sooner,

Could you please share with me your account closure or self-exclusion request you sent to the casino in November 2024?

Could you please share a request for a refund you sent to the casino recently?

Send this information to my email at tomas@casino.guru

I sent to the email you provided, unfortunately there is no email from the casino saying they closed my account, they are smart about this too.

Ho inviato alla mail che mi avete fornito, purtroppo non esiste alcuna mail del casinò che dice di avermi chiuso l' account, pure in questo sono furbi.

Thanks for your email.

To proceed with a refund request on your behalf we'll need proof you requested a self-exclusion due to gambling problems in the past. If you didn't inform the casino regarding your gambling problems, the casino might not offer the same level of player protection. If you requested a self-exclusion without specifying a reason, or an account closure without specifying a reason to be your gambling problems you might not be protected.

Based on the provided information we can't conclude that player protection is supposed to be in place and request and assist you with a refund request.

If your account is open or the status of your self-exclusion is unknown, I would recommend you request a new self-exclusion due to gambling problems in the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Malina Casino Support,

I’m writing to inform you that I wish to self-exclude immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is due to my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@malinacasino.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance for your reply.

Dear JOEJANET90,

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

Yes, I have sent self-exclusion emails to Malina Casino, and I have also requested that all Estolio LTD accounts linked to my email be Closed, as they have all been reopened without my authorization.

The security of these Casinos is totally absent, especially in the protection of the player.

Si , ho mandato mail di autoesclusione a Malina Casinò, inoltre ho richiesto che tutti gli account di Estolio LTD collegati alla mia mail venissero Chiusi, poiché sono stati tutti riaperti sempre senza la mia autorizzazione.

La sicurezza di questi Casinò è totalmente assente, soprattutto nella tutela del giocatore.

Thanks for your reply.

After you sent the request for self-exclusion, I can see the casino asked you for the reason for the account closure again.

Did you follow up with the casino, and specify again the self-exclusion is due to your gambling addiction?

Is your account in Malina casino closed?

It is still open despite the request emails, but I have not deposited anymore. In addition, I continue to receive bonuses to invite me to play at other casinos that I was registered with and that I had closed, always from the same group Rabona, Estolio LTD. By now their player protection policy is totally absent. A piece of advice to everyone is to stay away from these casinos, moreover without any verification of documents.

Si ancora è aperto nonostante le mail di richiesta, ma non ho più depositato. Inoltre mi continuano ad arrivare bonus per invitarmi a giocare in altri casinò ai quali ero iscritto e che avevo chiuso, sempre dello stesso giro Rabona, Estolio LTD. Ormai la loro politica di tutela del giocatore è totalmente assente. Un consiglio a tutti è di stare alla larga da questi casinò, per altro senza alcuna verifica dei documenti.

Now the account has been closed finally

Adesso l' account è stato chiuso finalmente

Thank you very much, JOEJANET90, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello JOEJANET90, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with re-opening a self-excluded account and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information from the casino can be sent to me directly via e-mail at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi, Malina is just one of many that have been reopened, all of Estolio and Rabona etc. They rarely send emails confirming closure. Also there is not an account that they have not reopened without consent. As for Malina I had lost €217 after the account was reopened but I lost other money in other accounts that were reopened without my consent or Request. Stay away from these Casinos

Salve ,Malina è solo uno tra i tanti che sono stati riaperti, tutti di Estolio e Rabona eccetera. Raramente mandano mail di conferma di chiusura. Inoltre non c'è un account che non hanno riaperto senza consenso. Per quanto riguarda Malina avevo perso 217€ dopo la riapertura dell' account ma altri soldi li ho persi in altri account che hanno riaperto senza alcun mio consenso o Richiesta. State alla larga da questi Casinò

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 JOEJANET90,

Please check your personal email as we provided you email reply.

Thank you for understanding

Best Regards,

MalinaCasino Team

Dear JOEJANET90, please let us know what is happening, as I have not been CCed into the e-mail communication. Thank you.

Malina agreed to refund the 217€, I sent the iban and everything, I'm waiting. Thank you very much

Malina ha accettato di rimborsare i 217€, ho mandato iban e tutto, sono in attesa. Grazie mille

This is fantastic! Please let me know in this thread once you receive the money, and I will close the complaint. :)

Good morning, I wanted to let you know that the money has arrived on my bank account. Thank you very much, if I can give you some small contribution for your help, tell me how to do it.

Buongiorno, volevo comunicare che i soldi sono arrivati sul mio conto bancario. Grazie mille , se posso darvi qualche piccolo contributo per il vostro aiuto , ditemi come fare.

Dear JOEJANET90,

This is great news! We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. Also thanks to MalinaCasino Team for checking this issue for us and speedy resolution.

I would also like to recommend you BetBlocker (https://betblocker.org/it/), a free app for mobile and computer, that can keep you safe from online gambling. It's free, so there is no harm in trying it out ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru