Malina Casino - La solicitud de cierre de cuenta del jugador fue ignorada.

This casino is completely ignoring their T&Cs and any kind of responsible gaming. I sent them over 20 requests to have the account closed, all of which have been ignored. According to their terms they should reply within 24 hours to such requests. Instead they kept sending me bonuses. I sent emails to their support, complaints, vip and didn't get any kind of response to most of the emails. They closed the account only 23 days after my first request to have the account closed, after I had to submit the complaint with their license provider.

Dear hellokitty123,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. To better understand your situation, could you please clarify the following points?

• Was March 9 the first time you mentioned gambling-related issues as the reason for requesting account closure?
• Have you made any deposits to the casino after March 9?
• Have you completed the full KYC verification process?
• Has the casino provided any information regarding a potential refund for the deposits made after your closure request, given that they failed to protect you as a vulnerable player?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

I probably have not mentioned gambling issues before the 9th but in their terms they say players need to request account closure via email and would get a response within 24 hours. I did not get any reply.

I made many deposits after the 9th, I was too ashamed to even count so the total is even worse than I thought. From 10th there were over 24k deposits. I sent probably over 20 requests to have the account closed to VIP, Support, Complaints and even live chat and didn't get any help.

They never asked for KYC check, when I looked to upload the KYC on the account it said it was not needed.

The casino never replied to most of my emails, and not once mentioned any kind of compensation. I never received any reply from support@malinacasino.com or complaints@malinacasino.com, despite sending them multiple emails and even VIP ignored most of my emails.

Thank you for your help. The worst part is that they keep totally ignoring me which just makes you feel completely helpless. It's not only that they take money from you in unethical way but they put people in bad situation by kind of playing with their lives.

Hello Veronika,

I would like to give you an update. The casino came with an offer of 19k refund which I accepted. I will keep you posted on the progress of the payment. I appreciate your help and also that the casino came with a response to my request at last.

Thank you

Thank you for letting me know. Could you please forward me the email from the casino with the refund offer? My email address is veronika.f@casino.guru. Have you received any updates regarding your refund in the meantime?

I put you in CC of the followup email. Last week I sent them the requested information for the payment but so far I got no updates on when the payment will be processed.

I sent a few followups on this, asking them to confirm that they received the payment details and when the payment would be processed but again they are not responding at all. It's the same lack of communication from them as when I was trying to get the account closed.

Thank you very much, hellokitty123, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello hellokitty123,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Malina Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

I have sent more followups on this but the casino keeps ignoring me again, just like they did for over 3 weeks when I was trying to get the account closed. Now it's been over 2 weeks of silence since they sent the refund offer. Either they have the worst customer service I have even seen or they are simply just taking players money by praying on their vulnerability.

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.

I honestly don't understand how does this casino have such high ratings. Their customer support is awful, they ignore all emails. First I was not able to get the account closed for over 3 weeks and due to which I lost very high amount of money. They then sent an offer of a refund after which they again never reply to any of the emails for weeks, which makes you question if they were even serious about the offer. I'm pregnant and shouldn't be dealing with this high stress they are causing by ingoring all requests to give me an update. This problem has been dragging for 1.5 month, it's not okay how this company treats the players.

Dear hellokitty123,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused.

Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best regards,

Malina Casino Team

Dear Malina Casino,

We will be waiting for your updates.

Dear Malinacasino, I would appreciate if this did not drag for too much longer as it's been 26 days since the refund has been offered and I have not received a single response on when it would be processed.

Dear All,

I hope this message finds you in good health.

We sincerely apologize for any inconvenience this situation may have caused.

Please be assured that we are dedicated to resolving this matter.

Following our review of your request, we would like to confirm that your refund of 19,180 EUR has been successfully processed today, and you can expect to receive your payment as soon as possible.

We appreciate your understanding and cooperation.

Kind regards, 

Malina Casino Team 

Dear hellokity123,

Please let us know as soon as your payment arrives.

Hello, I still haven't received the payment. I will post an update if that changes in the next couple of days.

I have received the payment. Thank you everyone for your help.

Dear hellokitty123,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru