Malina Casino - Un jugador exige un reembolso después de que el casino no lograra autoexcluirse.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Malina Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise when exactly did the casino close your account? Additionally, when was the last time you made a deposit in this casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

There was a kyc verification, the last payment was on 03/01/2026 and on that day they closed my account, after so many days I have emails and payments made in the attachment

Weryfikacja kyc była , ostatnia wpłata 03.01.2026 i tego dnia zamkneli Mi konto pi tylu dniach w załaczniku mam maile oraz wpłaty zrobione

There was a kyc verification, the last payment was on 03/01/2026 and on that day they closed my account, after so many days I have emails and payments made in the attachment

Weryfikacja kyc była , ostatnia wpłata 03.01.2026 i tego dnia zamkneli Mi konto pi tylu dniach w załaczniku mam maile oraz wpłaty zrobione

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, Igor (igor.p@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,

Attila

Dear IzabelaSurowiec,

My name is Igor and I will be assisting you with your case.

Thank you for your email. I am sorry to hear about your problem with the Malina Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Malina Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

More screenshots

Kolejne screnny

Payments

Wpłaty

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 IzabelaSurowiec,

First of all, thank you very much for your emails. I will reply to them directly in this thread.

Please note that I have repeatedly tried to contact Malina Casino outside of this thread, but have had no success. Their affiliate team forwarded my messages to the complaint team, but no further action was taken. As I mentioned in one of my earlier emails, Malina Casino has responded to every complaint so far, and all of them were resolved accordingly. Therefore, the reason why they are not responding to this complaint is unknown. Hopefully, they will change their mind in the future and request that this case be reopened.

Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor