Malina Casino - Pelaajan tili on edelleen aktiivinen sulkemisesta huolimatta.

I was abused when I requested self-exclusion from their casino because I had a gambling problem. They confirmed they were very sorry and that my account was closed and inaccessible. The next day, they sent me advertising via text message. I checked my account, and it was still active. Because I couldn't control myself, I lost another 800 CHF. They clearly abused me. I want a refund of at least 800 CHF after they confirmed the closure of my account.

abuso de persona que pidió por favor la auto exclusión de su casino porque tenía problemas con el juego, me confirmaron que lo sentían mucho y que la cuenta ya estaba cerrada y que no estaba accesible, al día siguiente me envían publicidad por mensaje, voy a mi cuenta sigue activa y por no ser capaz de controlarme perdí 800 chf más, han abusado claramente quiero un reembolso al menos de 800 chf después de que me confirmaran el cierre de mi cuenta.

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Dear josemanuelmartinez,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please clarify what date exactly you have requested a self exclusion and what date was your account reopened?
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

My account is currently closed. On December 12th at 6:08 AM, I requested account closure and self-exclusion, stating that I was exploring a gambling problem. Casino Malina responded at 6:16 AM, confirming their apologies and that my account was officially closed. I felt relieved, thinking I was finally going to try to stop gambling. On Saturday, December 13th at 1:14 PM, I received an advertising SMS from Casino Malina, which I found strange. I checked if my account was still open, and it was. I couldn't resist the urge to gamble and continued making deposits totaling 800 CHF. Yesterday at 3:56 AM, I had lost everything and returned to request account closure and a refund. The account has been closed, but they say they won't refund me anything.

mi cuenta en estos momentos está cerrada, el día 12 de diciembre a las 6:08 am pedí el cierre de mi cuenta y auto exclusión alegando que exploraba un problema con el juego a lo que casino malina me respondió a las 6:16 am confirmando que lo sentían mucho y que oficialmente mi cuenta estaba cerrada, me quedé tranquilo imaginando que por fin iba intentar dejar de jugar. El sábado día 13 diciembre a las 13:14 pm recibí un SMS de publicidad del casino Malina y me pareció extraño fui a ver si mi cuenta seguía abierta y efectivamente seguía abierta, a lo que no pude aguantar las ganas de jugar y seguí haciendo ingresos por valor de 800 chf, ayer a las 3:56 am ya había perdido todo y volví de nuevo a pedir el cierre de cuenta y que me hicieran un reembolso, la cuenta ah sido cerrada pero dicen que no me devolverán nada.

Assuming this casino has terms and conditions, which we signed before entering, prohibiting access to people with gambling problems or under the influence of alcohol or drugs, how do they control this? Do they just throw away the money that comes into their casino from people with problems, or do they pocket it? According to the customer, I'm the one who decides when to open and close my account. If I requested closure due to gambling problems, and you confirmed it was closed and inaccessible, or you send me advertising, the next day I log in and my account is still open, and I spend 800 CHF because I can't control my urge to gamble, it's entirely your responsibility to return that money. It would be foolish to think otherwise, Malina Casino.

Suponiendo que este casino tenga en sus términos y condiciones que firmamos antes de entrar que prohíben el acceso a personas con problemas con el juego o bajos los efectos del alcohol o drogas, de qué manera controlan ellos eso? El dinero que entra en su casino de personas con problemas lo tiran al agua o lo guardan en el bolsillo? Según cliente yo soy el que decide en qué momento abrir y cerrar mi cuenta si pedí el cierre por problemas con el juego y ustedes me confirmaron que estaba cerrada eh inaccesible / me enviáis publicidad al día siguiente entro y mi cuenta sigue abierta y me gasto 800 chf por no poder controlar las ganas de jugar, es su responsabilidad completamente devolver ese dinero, de estupidos sería pensar lo contrario señores de casino Malina

Dear josemanuelmartinez,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please include the screenshots you have shared in the thread as all of them have arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Everything has already been sent, Katarina. Almost 8 days to tell me it looks blurry. Anyway, what poor quality work.

Ya está todo enviado katarina, casi 8 días para decirme que se ve borroso, en fin que mala calidad de trabajo.

Hi Katarina, yes, I sent everything yesterday. There's no need to wait another week for a response. Thank you.

Hola katarina si eh enviado todo ayer, no hace falta esperar otra semana para responder gracias

Merry Christmas Katarina! I sent you all the documentation by email 3 days ago, and we continue to have peaceful days.

Feliz navidad katarina hace 3 días que te envié toda la documentación por email, y seguimos sumando días tranquilos

Happy New Year Katarina, don't be in a hurry. When the next 7 days have passed, ask me another stupid question and we'll keep adding to the tally.

Feliz año nuevo katarina no tengas prisa cuando pasen los siguientes 7 días me preguntas otra idiotez y seguimos sumando.

Hello josemanuelmartinez,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

It just so happens that Malina Casino also contacted me yesterday to tell me I'm not entitled to any refund. The problem here is that I'm right, and they don't want to pay. Casino Guru is caught in the middle because that's what they do, without any influence. If they accept, they'll refund; if they don't, they won't. But in no case is it thanks to Casino Guru. I hope this message is also made public.

Da la coincidencia que ayer también me contactó Malina casino para decirme que no me corresponde ningún reembolso, aquí el problema que ahí es que yo tengo la razón y ellos no quieren pagar y casino gurú está en el medio porque es a lo que se dedican sin ningún tipo de influencia, si ellos aceptan reembolsan y si no aceptan no lo hacen pero en ningún caso es gracias a casino gurú, espero que este mensaje también se haga público

And now she's on sick leave for post-vacation depression? Come on, what excuses!

Y ahora que está de baja por depresión post vacaciones? Vamos hombre menudas excusas

Helloooooo, is anyone here? I started this complaint on December 14th after waiting 3 days for an evaluation, and so far there hasn't been even the slightest response. Good morning

Hooooooolaaaaaaa ahi alguien aqui? Empecé esta queja el 14 de diciembre después de esperar 3 días de valoración de ella y por ahora no ahi ni una mínima respuesta. Buenos días

Dear josemanuelmartinez,

thank you for your replies.

I understand that this situation may be frustrating, and I want to assure you that we take all complaints seriously. We aim to address each case as fairly and transparently as possible. Our goal is to facilitate a constructive resolution, and we ask that all communication remain respectful so we can effectively assist you. If this approach does not align with your expectations, we recommend considering an alternative platform that may better suit your needs.

• Additionally, am I correct in assuming that your account is now closed?
• Has your last deposit been made on December 14th?

Looking forward to your reply,

Katarina

Seriously, Catalina? What kind of questions are those when everything is detailed in a private email and here in this complaint? It's unbelievable. If I knew of another way to file a complaint, I would leave immediately.

Yes! Catalina! My account is now closed! Yes!

And yes, Catalina, my last deposits were on December 14th, 2025

En serio Catalina? Que preguntas son esas si está todo detallado por email en privado y aquí en esta queja? Es increíble si conociera otro medio para hacer reclamación me iría inmediatamente.

siiiiiiiiiiiiiiiiiii catalinaaaaaaa mi cuenta ahora está cerrada siiiiiiiiii

y siiiiiiii catalinaaaaaa mis últimos depósitos fueron el 14 de diciembreeeeeeee 2025

Are you going to answer me before the end of the week, or are you going to keep me waiting like this for a year? I ask because there are more people reading the complaints now, and they see what you're doing: wasting time and letting weeks go by without making any progress.

Me vas a responder antes de la semana o me vas a tener así durante un año? Lo digo porque ya ahí más personas que leen las quejas y ven lo que estáis haciendo perdiendo el tiempo y tirando semanas sin adelantar nada

Dear josemanuelmartinez,

According to the available evidence, you submitted your self-exclusion request on December 12th, and the casino closed your account on December 14th. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Malina Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

We understand that this decision may be disappointing. We regret that we are unable to offer further assistance at this time. If you require clarification or believe additional review is warranted, please contact the Comoros regulator (AOFA) directly. To submit a complaint, please visit the casino's website, locate the Comoros stamp, and click on it. You will be presented with a button "Submit a complaint". We also suggest reviewing our article on submitting complaints to the regulator for guidance.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Katarina