Malina Casino - Pelaajan tili on suljettu.

My account was blocked and my balance was removed. The reason given was that I failed the verification process. I didn't even know I was supposed to verify my account or where to do it. How could I fail the verification process if I never uploaded anything or was never informed that I needed to verify my account? When I pointed this out, I was simply told that the decision was final; my arguments were ignored.

I want the casino to pay me my full winnings. I have attached screenshots of the communication.

Mein Account wurde gesperrt und mein Guthaben wurde entfernt. Als Grund wurde angegeben, dass ich das Verifikationsverfahren nicht bestanden habe. Ich wusste nicht einmal, dass ich mich verifizieren soll und wo ich das machen kann. Wie kann ich das Verifikationsverfahren nicht bestanden haben wenn ich nie etwas hochgeladen habe/ nicht informiert wurde, dass ich mich verifizieren muss. Als ich sie darauf hingewiesen habe wurde mir nur gesagt, dass die Entscheidung final ist, sonst wurde nichts zu meinen Argumenten gesagt.

Ich möchte, dass mir das Casino meine vollen Gewinne zahlt. Ich habe Screenshots der Kommunikation angehängt.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

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 how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was your profile information filled out with accurate, verifiable personal information?
• Have you deposited using a payment method in your name exclusively?
• If there was any other relevant communication between you and support, send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here for review.

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,

Tomas

Hello Tomas,

I opened the account at the beginning of November 2025; it was blocked last week.

I played slot machines.

I used a deposit bonus.

All profile information was filled out correctly and the deposit was made in my name.

The casino claims I failed the KYC process. I was unaware that I was required to complete KYC and am ready to do so at any time.

Best regards,

Michael

Hallo Tomas,

Ich habe den Account Anfang November 2025 geöffnet, gesperrt wurde er letzte Woche.

Ich habe Spielautomaten gespielt.

Ich habe einen Einzahlungsbonus verwendet.

Alle Profilinformationen wurden korrekt ausgefüllt und die Einzahlung lief über meinen Namen.

Das Casino meint ich hätte das KYC nicht bestanden. Mir war nicht bewusst, dass ich KYC durchführen soll und bin jederzeit bereit dies zu tun.

Mit freundlichen Grüßen,

Michael

Dear Michaell21,

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, Mirka (miroslava.d@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,

Tomas

Dear Michaell21,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Malina Casino representative to join this conversation.

Dear Malina Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

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.