Malina Casino - Player's account frozen and website access blocked.

Hello, my account was frozen due to an expired identification document, and I have been trying to contact them for about 6 months after sending my up-to-date ID. The responses I've received have been, "Our finance team will be in contact when your account is verified." Last week, I finally received a message from the customer service stating that I haven't responded to a request to clarify my changed address. I have not received such a message in my email. Well, I sent them the clarification and now I can't even access the site because it is supposedly blocked in my country. The customer service does not respond to emails anymore. This surprising clarification request only came after I threatened to contact the entity that granted their license.

Dear vittu,

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 were you a player of the casino and when exactly was your account 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? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, my account was frozen on or about May 1. 2023, I didn't do the action points for a while because I didn't get a new identity card. Around November 1, 2023, I started investigating the matter by contacting customer service and they asked to send the necessary documents for confirmation, which I sent. I was a customer of the casino for about 1 month, during which I made a couple of withdrawals under €100 and these came without any problems. When I won €600 and tried to withdraw, nothing happened for a week. I approached customer service, who found out that the account needs to be confirmed. I hadn't noticed that my passport was old, so I accidentally sent it to them, after which they froze my Game account while I send new ones. when I started to figure it out, they were friendly and asked to send the necessary documents, which I sent. Then nothing was heard and every time I asked about it, the customer service said that our finance team will be in contact when your account IS very fied. This lasted for about 6 months until last week, when I threatened them that I would be in contact with their license provider, I received a reply that my address is different from the one I stated on my game account and I made an inquiry regarding the matter. Since then, I haven't received a reply and I can't even access their website anymore.

It wasn't about bonus money, but the real thing.

I don't have chat conversations saved, but I can send s-mails.

Thanks for your email.

Were you aware of a discrepancy between your address at the time and the address you entered in the casino profile? Could you explain the discrepancy?

My address was different when I created the account than my current one. I have explained this to them twice. I haven't been able to change it because my account has been frozen.

Thank you very much, vittu, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi vittu,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Malina Casino to the conversation to participate in the resolution of this complaint.

Dear Peter, 

We would like to inform you that the customer's balance has been successfully paid. Therefore, the complaint has been resolved from our side. 

Thank you for understanding! 

Best Regards, 

Customer Service 

Thank you Malina Casino team for your reply and help.

Dear vittu,

Can we consider the issue to be resolved?

Thank you for handling the job so well

Hi vittu,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter