The player from Italy is experiencing difficulties depositing funds into his account. His account was then deactivated. The complaint was rejected as the casino stated that they did not want to continue to offer their services to the player.
Malibu Club Casino - Player’s struggling to deposit funds.
Amount: A$1
Malibu Club Casino
Safety Index:Above averageSafety Index
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6.9
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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3 years ago
Translation
Game account verified on June 6, 2021, deposit methods have been inactive since then. In chat they always assure me that in 24/48 hours the problem will be solved ... words to the wind!
Automatic translation:
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3 years ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand completely what the issue is. Do I understand correctly that the depositing option has been disabled completely for your account? Have you been advised what is necessary for the problem to be resolved?
Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.
Best regards,
Petronela
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3 years ago
Thank you, Nemokid, for your reply. Could you please advise if none of the payment methods is available, or your preferred one only? Do I understand correctly, that depositing options have been deactivated completely in your account after the verification? Have you been able to deposit any funds into this casino in the past?
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3 years ago
Translation
I have never made any deposits since opening my account in June 2021. All methods seem to be blocked and I don't know why, despite being reassured by their assistance every time that the problem will be solved in 24/48 hours!
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3 years ago
Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Nemokid,
I am sorry to hear you are experiencing problems. I will contact the casino and see if I can help.
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3 years ago
Hello Nemokid,
To make sure I understand correctly, you have now made deposits, played, and won but your account is now inaccessible?
I am yet to receive a response from Malibu Club Casino so I will attempt to contact them again.
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3 years ago
Hello Nemokid,
Thanks for the information and for clarifying the situation. I will let you know as soon as I get a response.
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2 years ago
Hello Nemokid,
We have received no response from the casino support but now have direct contact details so will give the casino another chance to respond.
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2 years ago
Hello Nemokid,
I have received a response from the casino, they have stated that your account has been deactivated as you have more than one account with Malibu Club Casino, and have used a welcome chip twice.
Is it possible that this is correct?
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2 years ago
Greetings all,
The bottom line here is it is no one's "right" to play with the casino and no contract saying once you open an account it is permanently open. Players can close their account at any time and we have the right to refuse services should we deem it necessary. If there was a playable balance, if there was an outstanding withdrawal, if there was some sort of unsettled business that needed attention I would work for you to resolve the issue.
In this case there is none of this, the only issue is you would like to deposit and play with us Nemokid and we have opted to deactivate your account(s) and not allow that as we are within our rights to do.
As far as the casino is concerned there is no real need for further dialogue beyond wishing you well and good luck.
Best,
Nick and Malibu Club
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2 years ago
Translation
Dear Nick,
it seems to me that you are climbing on the mirrors, did you not read what Adam said above? The basic problem is not of law, but concerns transparency and correctness in your modus operandi . Have you read what has been written about the reason for closing my account? Double account when, on the other hand, the undersigned behaved honestly by informing you in advance and asking to be able to play in a different currency, then by mutual agreement an old euro account was closed, never used and one was opened in Australian dollars, that's all (see the chats that have taken place). So no double game accounts opened and never used tokens on the first deposit as I never had the honor of depositing in your casino. Furthermore, you offer a service in the public domain, not private therefore the right if anything lies in the fact of being able to register in your casino since we are in a democracy and you can not accept my registration, if you accept it I enjoy the right to be able to use the your services therefore grant me this possibility until your unilateral decision to close the account! The concept as you see is very different. However, both the professionalism of a casino and those who work behind it can be seen from these behaviors. What do I have to tell you, do as you like worst for you, I will certainly survive all this but you certainly will not make a good impression on your future customers! And since you exist thanks to us ... customers, I don't think it is a very intelligent and fruitful attitude that you have adopted up to now.
Greetings.
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2 years ago
Dear Nemokid,
The casino has expressed that they do not want to continue to offer their services to you, and they are within their rights to do so.
As there is no outstanding balance, pending withdrawals, or monies owed to you I'm afraid we are unable to assist you any further in this matter and so this complaint will be rejected.
Should you still wish to take the matter further, you could contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them.
I am sorry I could not be of more help.
Best regards,
Adam
