Malina Casino - Pelaajan tilin sulkemispyyntöä ei oteta huomioon.

Dear Casino Guru Complaints Team,

I am submitting a formal complaint regarding Malina Casino and their failure to act on my request for account closure due to gambling addiction.

On three separate occasions, I sent emails to Malina Casino requesting the immediate and permanent closure of my account because of gambling addiction. Despite clearly stating the reason and asking for responsible gambling measures to be applied, my requests were ignored and I received no response.

As a result of their failure to act responsibly and close my account after I explicitly informed them about my addiction, I was able to continue depositing and gambling on their platform.

From the moment I first requested the closure of my account, I deposited a total of €440.

According to responsible gambling policies and standard player protection rules, once a player informs a casino about gambling addiction and requests account closure, the casino must immediately suspend or permanently close the account to prevent further gambling activity.

Malina Casino failed to do so.

Therefore, I respectfully request the following:

Immediate and permanent closure of my Malina Casino account.

A refund of €440, which were deposited after my initial request to close the account due to gambling addiction.

An investigation into Malina Casino’s handling of responsible gambling procedures.

Thank you for reviewing my complaint. I hope Casino Guru can assist in resolving this matter fairly and ensure that responsible gambling policies are respected.

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.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear markar99,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@malinacasino.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello i used thesame email i have been client since 2025. I have the emails where can i send it to you

They still haven't closed my account, I'm still receiving email sms with offers, I sent email again and sent again

Ακόμα δεν εχουν κλεισει τον λογαριασμό μου ακομα δεχομαι email sms με προσφορες ξανα εστειλα email και ξανα εστειλα

Dear Player,

Thank you for your response. Could you please forward your self-exclusion request to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your reply.

Dear Attila i just send you the email requested

thanks in advance

MK

i confirm theay have closed my account and deposit back to me the amount of 320€.

thnx for the support appreciate it

Dear markar99,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila

Casino.Guru