Malina Casino - general discussion (page 55)

I still have that

Yes, I don't see it there, and it's not mentioned anywhere in the general terms either? I would like to see this information, for example.

Hello @casinoguru,

I would like to report a case of gross player protection failure that goes beyond a simple technical oversight. It involves the same casino group.

The core of my case:

I permanently blocked myself from one of their brands. However, I was able to register and deposit at several sister casinos (Pistolo, Malina, Amunra, etc.) using the exact same information (name, email, address, date of birth).

Why this is a "systemic failure":

As my attached evidence shows, this group uses a centralized CRM and marketing tool. I receive identical bonus emails and text messages from all these brands at the exact same second.

This leads to two undeniable points in support of my complaint:

1. Data Consistency: The system unambiguously identifies me as the same user (PII - Personally Identifiable Information) in order to send me advertising.

2. Willful Negligence: If the system is capable of synchronizing my data across brands for marketing purposes, it is technically also capable of using this data for the self-exclusion filter. The fact that this doesn't happen is not a technical error, but a deliberate circumvention of player protection. A KYC check that only allows the deposit but ignores an existing exclusion within the same system is unethical and violates the licensing requirements for addiction prevention.

My demand:

I demand a full refund of all deposits made to the sister brands after my initial suspension. Since the operator proved through their marketing emails that they had me on file, accepting my deposits under these circumstances was unlawful.

I ask the CasinoGuru team to review this case from the perspective of "Cross-Brand Player Protection".

Your case is described in a comprehensible way, however, a clear regulatory distinction must be made here.

The brands you mentioned do not have a German license under the Interstate Treaty on Gambling (GlüStV 2021) and are therefore not connected to the German LUGAS blocking system , which is mandatory for providers licensed in Germany.

That means:

• There is no legal obligation to synchronize blocking across brands if the casinos operate under a foreign license (e.g., Curaçao or Malta).
• A block usually only applies to the respective brand , unless the operator's terms and conditions expressly stipulate otherwise.
• A shared CRM or marketing system is not automatically legally equivalent to a shared responsible gaming blocking system .

Your argument regarding "data consistency" (coordinated advertising campaigns) is technically sound, but it doesn't automatically establish a legal obligation for group-wide blocking. Marketing databases and compliance/KYC systems are regulatory separate entities.

Whether there is a violation of licensing requirements depends solely on the regulations of the respective licensing authority – not on German player protection law if no German license exists.

The topic of "cross-brand player protection" is absolutely debatable from a consumer protection perspective – however, it is usually only legally enforceable if:

• The terms and conditions guarantee a group-wide block.
• or the licensing authority prescribes corresponding obligations

This does not usually result in an automatic obligation to refund.

Our complaint team will soon review your complaint and inform you about the next steps.

Please tell us in which casino doe the situation happened, because I see that you wrote to Malina Casino's thread, but your complaint is submitted to a different casino.

Also, unfortunately, not always when casinos are in the same group, which means players are blocked in all of the casinos at once. We need to investigate it, though.

Actually, the player is not from Germany, though, but thank you for your input.

Thank you very much. It's related to these casinos; I deposited money there, but they all belong to the same group.

pistol

MalinaCasino

Spinit

Golisimo

AlfCasino

Bassbet

I was banned from one casino. But I could still play at the other ones even though I was banned.

We are unable to review your complaint about a group of casinos, though. It is only possible to submit a complaint to each casino separately, so please do so if there is an ongoing issue now.

Hi, I've been waiting 5 days for my withdrawal and it's not progressing. The chat keeps telling me that the withdrawal will be approved in a few minutes, that everything is fine, that I shouldn't worry, that it's in good hands. Honestly, I don't know what's going on with this casino, Malina Casino. I don't understand anything.

Hi, well, if all you have to do is wait, I guess that’s what I’d do. The casino is giving you general answers to your situation, and that’s probably because they don’t have anything else to say and are simply running behind schedule. I know this isn’t exactly rare with this casino, so I’d wait.

We give casinos 14 days to process the withdrawal, and if they fail to pay you, I’ll try to help you if you’re interested.

Hello, that must have been a truly stressful situation.

The truth, however, is that I cannot tell more about possible refunds because we are not a payment processor or payment provider. When a casino fails to close an account under those circumstances and also does not respond at all to the formal complaint, I guess the only suggestion would be to try to charge back that money. For that, you have to get in touch with your banking institution or with the payment provider used. I would, in any case, have waited for the complaint to end, though.

I can't say for sure; it will depend on the details and the circumstances of the case. We need to be patient and wait to see if Igor manages to resolve the situation.

I've been waiting for my withdrawals for 14 days and keep getting put off. I should mention that I previously received withdrawals within 3-5 days. So what's going on? I'm now waiting for three withdrawals of €500 each.

Hello, I can see you've now been waiting for your withdrawals for two weeks. My first question is whether the casino has given you any meaningful explanation, or if they're just sending you generic responses about why you're still waiting.

If you've previously received withdrawals within a few days, that's generally a good sign, and I do think the casino will eventually pay you. That said, as a player, I'd also want to know why this time it's taking a week and a half longer than every previous withdrawal.

We give casinos 14 days to process and pay a player's withdrawal. If they fail to do so, you're welcome to open a complaint with us, and our team will investigate your case.

So it's up to you whether you'd like to wait a little longer or start the complaint process now. Feel free to let me know what you decide.

One more question, were you playing with any bonus that could have caused additional verification or delayed your withdrawal?

I keep getting the same standard replies in both live support and emails... that I should be patient, everything seems to be fine with my withdrawals, they understand it's frustrating, and it's taking a little longer due to high workload.

Additionally, since withdrawal amounts are limited, I have three pending withdrawals of €500 each. I don't believe any of them involved a bonus.

If you didn’t play with any bonus, then that’s definitely a good sign and I hope everything will be processed and the casino will pay you normally in the end.

At this point, the main issue seems to be the delay rather than anything else, but it’s difficult to say how long it will take. Casinos often process withdrawals in batches or with internal checks, so timing can vary.

I would suggest just monitoring it for now and seeing how it develops. If you receive any updates, feel free to let me know.