The player from Germany reports that her account has been blocked without explanation, and she has a balance of 1500€ that she believes rightfully belongs to her.
Malina Casino - Player's account has been closed.
Amount: €1,500
Malina Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
6d 3h 13m 34s
Case summary
19 hours ago
Public
Public
22 hours ago
Translation
My account was blocked without any explanation. There is a balance of 1500€ on the account that rightfully belongs to me.
Automatic translation:
Public
Public
20 hours ago
Dear t99472znz9,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you received any emails from the casino after your account was blocked?
Have you tried contacting customer support and asking why the casino blocked your account?
Could you please confirm if you passed the full KYC verification, or if you at least submitted any identity documents to the casino for verification?
Have you accumulated your winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
20 hours ago
Translation
Hello 🙂
Did you receive any emails from the casino after your account was blocked? No
Have you tried contacting customer support and asking why the casino blocked your account? Yes, no reason given
Can you please confirm if you have passed the full KYC verification or if you have at least provided ID documents to the casino for verification? I did not need to verify myself. It said I am already verified
Have you accumulated your winnings with or without a bonus?
Automatic translation:
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
