Malina Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

This is truly a scam casino. They take all your money and you don't get any winnings. They offer bonuses but you don't get anything from them either. I have asked to close my account about a month ago, I have an email conversation about this. The account is still open and bonus offers just keep coming. I have also made another request to close the account and no response. In addition, the casino does not have the option to set deposit limits and there is no option to close the account yourself. I do not recommend this casino to anyone

Tämä on todellakin huijaus kasino. Kaikki rahat kyllä vie ja ei minkäänlaisia voittoja. Bonuksia tarjotaan kyllä mutta ei niistäkään mitään saa. Olen pyytänyt sulkemaan tilini noin kk sitten, minulla on sähköposti keskustelu tästä. Tili edelleen avoinna ja bonus tarjouksia vain tulee. Olen laittanut myös toisen pyynnön tilin sulkemisesti ja ei vastausta. Lisäksi casinolla ei ole mahdollisuutta laittaa talletusrajoja eikä ole mahdollisuutta itse sulkea tiliä. En suosittele tätä casinoa kenellekkään

Dear Piita,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with this casino, including the difficulties with closing your account and the ongoing bonus offers.

To better understand the situation and assist you further, could you please clarify the following:

• When did you first request to close your account, and through which communication channel (e.g., email, live chat, or website form)?
• Did you mention any specific reason for wanting to close your account?
• Have you received any response from the casino regarding your account closure request? If so, what did they say?
• Have you made any additional requests to close the account after the initial one? If yes, when?
• Could you please forward any relevant email conversations or screenshots to petronela.k@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

Hi, I will forward you an email regarding this termination request.

Hei välitän sinulle mailin tästä lopettamispyynnöstä

Hi Piita,

Thank you for reaching out. Based on the message thread, here’s a summary of what happened:

• On January 14, 2025, you first requested to have your account closed.
• Instead of closing it immediately, the casino offered you a bonus. You accepted and played.
• Later that day, you requested account closure again, and the casino confirmed it was closed.
• However, on February 25, 2025, you discovered that your account was still accessible and playable.

It’s clear that your request was not properly enforced. Additionally, I noticed that at no point did you mention a gambling problem as the reason for closure.

• Could you confirm if you ever received any further communication from the casino regarding this?

Thank you in advance for your reply.

Hello

I haven't received any response from the casino regarding this matter.

Hei

en ole saanut mitään vastausta casinolta ko asiaan

Hello

Another bonus suggestion came in. I copied you into the reply.

Hei

taas tuli uusi bonus ehdotus. Laitoin sinut kopioksi vastaukseen

Hello

The account is still open even though I have sent a reminder twice. In addition, bonus offers are just pouring in. I also sent a request via live chat and they just asked me to contact them by email. Has my information fallen into the wrong hands? Should I file a complaint with the MGA about this?

Hei

pelitili edelleen auki vaikka olen laittanut taas kahdesti muistutusta. Lisäksi bonus tarjouksia vain satelee. Livechatin kautta laitoin myös pyyntöä niin pyysivät vaan olemaan sähköpostilla yhteydessä. Onkohan minun tiedot lähteneet vääriin käsiin? Pitäisikö tästä tehdä valitus MGA:lle?

Hi Piita,

When requesting self-exclusion, it is crucial that you clearly state the reason why you want your account to be deactivated. Casinos receive numerous requests daily, and if your request lacks a specific reason, it may not be processed as intended. Additionally, you should specify the duration of your self-exclusion to avoid any misunderstandings.

To ensure your request is recognized and handled promptly, please follow these guidelines:

• Email Subject: Clearly mark the subject line so the casino support team can quickly identify it.
• Example: Self-Exclusion Request – Urgent
• Email Content: Include the following details in your message:

1. First name:
2. Last name:
3. Date of Birth:
4. Casino Login:
5. Registered Email Address:

Example email template:

• Subject: Self-Exclusion Request – Urgent

Dear Malina Casino,

I am writing to formally request immediate self-exclusion from your casino and to stop receiving any gambling-related marketing materials for a minimum period of [XXX months/years/lifetime]. The reason for my self-exclusion request is: [Clearly state your reason here, such as concerns about gambling habits, financial issues, or any other relevant factor]. I acknowledge that this self-exclusion period is non-reversible, and I will not be able to rescind it before the agreed time has elapsed. Please confirm once my self-exclusion has been successfully processed.

Best regards,

[Your Name]

Alternative Contact Methods: If possible, also contact the casino via live chat, WhatsApp, or any other available support channels. Be sure to save screenshots of any communication for reference.

Please send your self-exclusion request to support@malinacasino.com and CC me at petronela.k@casino.guru so I can monitor any developments.

Let me know once you've sent the request or if you need further assistance.

Dear Piita,

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.

Message sent

Viesti lähetty

Hello

Is this matter progressing? Is the account still open? Have you received any response?

Hei

eteneekö tämä asia? Pelitili on edelleen auki? Oletteko saaneet mitään vastausta?

Hi Piita,

Thank you for following up.

Upon reviewing the case, we haven’t found any mention of a gambling problem in your request.

• Could you please confirm whether you’ve ever explicitly mentioned a gambling problem to the casino and, if so, when that occurred?
• Also, could you let us know when your last deposit was made at this casino?

This information will help us ensure that the self-exclusion process is handled correctly.

Looking forward to your response.

Hello

I said in the email I sent on 25.2 that I am addicted to gambling and that email was also answered but the account was not closed. Last deposit made 2.3.2025 30€

Hei

olen sanonut 25.2 lähettämässäni mailissa että olen peliriippuvainen ja siihen mailiin myös vastattiin mutta tiliä ei kuitenkaan laitettu kiinni. Viimeisin talletus tehty 2.3.2025 30€

Hi Piita,

Thank you for your response and the clarification regarding your last deposit.

Upon reviewing your email from 25th February 2025, we found that while you mentioned wanting your account closed, there was no explicit mention of a gambling problem. Here’s a part of the message from that day:

"I can still play even though it was agreed that my account would be closed. Why is this happening?"

For the self-exclusion process to be properly initiated, the casino typically requires a clear statement about your gambling behavior, such as expressing concerns about addiction. Since this wasn’t included in your message, it may have led to the account not being closed.

If you wish to proceed with a permanent self-exclusion, you will need to inform the casino about your gambling problem directly, so they can take the appropriate action. Once you’ve done that, we can help ensure that your request is processed properly.

Please let us know how you'd like to proceed.

Dear Piita,

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.

Hello

My account is now closed, I received a confirmation email this morning. It took 3 months for this to happen.

Hei

pelitili on nyt suljettu, sain kuittauksen sähköpostiin tänä aamuna. Tähän meni 3kk aikaa.

Dear Piita,

Thank you for the update.

I’m glad to hear that your account has now been closed. Given that the matter appears to have been resolved, may I confirm if we can mark your complaint as closed? If you require any further assistance, please don’t hesitate to let us know.

I confirm that it is finished.

vahvistan päättyneeksi

Dear Piita,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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 (link here). 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,

Petronela

Casino.Guru