Blingi Casino - Player's account has not been closed despite the sister casinos' self-exclusion.

I have closed all Rootz Ltd casinos due to my gambling addiction and have also requested bans for sister casinos. However, I was able to play at Blingi casino. Rootz Ltd is connected to Granturo Malta Ltd casinos which should also be banned. Apparently, after the change of ownership, the information of problem gamblers has not been transferred. In my opinion, this is a clear mistake on their part. This is really the casino's responsibility. Now they just say that "oh no, we can't refund anything" and a report has also been made to the MGA about this. This is a clear mistake on their part.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you self-exclude from all the casinos operated by Rootz Ltd? Please forward me the original self-exclusion request, along with the confirmation that you've been excluded from all the casinos belonging to this operator at veronika.f@casino.guru.
• When exactly did you register at Blingi Casino? Was the casino owned by Granturo Malta Ltd at the time of your registration?
• Have you passed the full KYC verification at this casino?
• Have you informed Blingi Casino of your addiction and requested self-exclusion?

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

Dear SGPLAYER,

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.

Email answered.

Thank you for your emails.

In your messages, you mentioned that you did not complete the full KYC verification at Blingi Casino. Could you please clarify how you registered your account there? Specifically, did you use the same personal information as in your self-excluded account at Wildz Casino?

Additionally, could you confirm whether your self-exclusion from Rootz Ltd. casinos was permanent or set for a limited period?

I would also like to kindly ask you to forward your original self-exclusion request sent to Rootz Ltd. casinos, as I do not currently have this document. If possible, please send the original email rather than a screenshot.

Thank you in advance for your cooperation.

Necessary information sent to email.

Dear SGPLAYER

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,

Veronika

Dear SGPLAYER,

I am sorry to hear about your problem with Blingi Casino.

I will now try to contact a Blingi Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Blingi Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hello!

Nice to hear that things are progressing.

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.

Good thing!

Dear all,

I have received information that the casino representative should contact me within the next few days regarding this complaint.

Therefore, I will reset the timer once again for the last four days. Hopefully, I will get in touch with the casino representative and move this complaint toward a successful resolution.

Dear all,

I have managed to get in touch with the casino representative. There was a technical issue that prevented them from receiving messages regarding this case.

I was assured that the casino is currently investigating your case.

Hopefully, next time they will reply directly in this thread. Alternatively, if they share more information outside of this thread, I will let you know.

Dear SGPLAYER & CasinoGuru team,

Please note that Blingi Casino was launched on March 2, 2026 and has been solely operated by Granturo Malta Ltd (Company Registration No. C 107733). Sister casinos, like afore mentioned Wildz Casino, that was previously operated by Rootz Ltd. began operating under a new license issued by the Malta Gaming Authority (License No. MGA/B2C/1079/2025) as of November 2025. This license is held and operated by Granturo Malta Ltd (Company Registration No. C 107733), which is a separate legal entity from the previous license holder. As a result of this transition, we do not have access to, nor do we retain, any records relating to blocked accounts registered under the previous license.

After being contacted by SGPLAYER via our live chat on April 17, 2026, we checked our records, and did not locate any information in our system indicating that they held an account with Granturo Malta Ltd prior to their first account registration on March 28, 2026 (Tuplaus).

Since we had no record of SGPLAYER's previous history, our system recognized them as a new customer. Once SGPLAYER mentioned their struggle with gambling problem during the afore mentioned live chat, we have taken the necessary steps to close their account on our end and referred them to the help lines as per our protocol.

Best regards,

Blingi Casino

Dear SGPLAYER,

We have recently noticed similar complaints regarding Wildz Casino and now also Blingi Casino — specifically concerning a change in their licenses, which reportedly resulted in the loss of data related to self-excluded players. Even though it is the casino’s fundamental duty to retain such data, there are additional aspects in this case that we must also take into consideration. At this stage, we are not in a position to make a decision, as the issue falls outside our scope and a thorough review is not fully within our control.

For this reason, we believe the most appropriate next step is to escalate the matter directly to the Malta Gaming Authority. They are in the best position to assess whether the operator’s handling of self-exclusion data during the license transition complied with regulatory requirements and whether you are entitled to a refund.

Please let us know once you have filed the complaint via their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. Afterwards, this complaint will be closed as unresolved, pending the regulator’s decision, with an emphasis that we currently lean toward the player’s side.

Dear SGPLAYER,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru

We’ve reopened this complaint at the request of SGPLAYER. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear SGPLAYER,

Thank you for your confirmation in the reopen request that you officially submitted your case to the regulator. As said before, the complaint will now be closed as unresolved, pending the decision of the regulator. Thank you for your cooperation throughout this case, please let us know once you have any relevant news to share.