HomeComplaintsMalina Casino - Player's account has been closed.

Malina Casino - Player's account has been closed.

Amount: €1,500

Malina Casino
Safety Index:Very high
Submitted: 26 Sep 2024
Case opened Current status

Waiting for Casino Guru to reply

6d 21h 23m 6s

Case summary

2 hours ago

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.

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3 months ago
Translation

My account was blocked without any explanation. There is a balance of 1500€ on the account that rightfully belongs to me.

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3 months 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

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3 months 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?

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2 months ago

Please forward me all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you for your cooperation.

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2 months ago
Translation

Hello, I didn't take a screenshot of the question in the chat. The most I can do is write to you again and send it to you

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2 months ago

Please ask the casino customer support about the reason why your account was blocked and then send the response to me either as an email (veronika.l@casino.guru) or as a screenshot.

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2 months ago
Translation

I wrote to support, wrote another email and am waiting for a response

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2 months ago
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I have not received a reply to my email yet

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2 months ago
Translation

Good morning,


Today I received a reply to my email, but like the times before, there was no answer to my question as to why my account was blocked.


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2 months ago

Thank you for the information. In the email reply you received, the casino states that your account was closed after your request. Could you please specify if you ever asked Malina Casino to close your account?

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2 months ago
Translation

No I haven't.

The statement after my inquiry refers to my email, with the request for justification of the account closure

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2 months ago

Thank you very much, t99472znz9, for providing all the necessary information. I will now transfer your complaint to my colleague Miroslava (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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2 months ago

Dear t99472znz9,


My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Malina Casino representative to join this conversation.


Dear Malina Casino,


Could you please provide clarification regarding this case?


Thank you in advance,


Mirka


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2 months ago

Hello,


We have shared an explanation to miroslava.d@casino.guru.


Best wishes,

Malina Casino.


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2 months ago
Translation

No statement was shared!

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2 months ago

Dear t99472znz9,


Could you please confirm, if you have attempted to charge back any deposits in this casino?


Thank you.

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2 months ago
Translation

From my side not no

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1 month ago

Dear t99472znz9,


Could you please provide a bank statement from this July (from payment method you used in this casino) ?


Thank you.

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1 month ago
Translation

Can I send this to you by email?

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1 month ago

Yes, you can send it to miroslava.d@casino.guru .

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1 month ago
Translation

Thank you I sent you

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1 month ago

Dear t99472znz9,


Unfortunately, there are many pages of the bank statement missing on the screenshots you provided.


Could you please send me the whole pdf document?


Thank you.

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1 month ago
Translation

Yes, that's right, there are pages missing because it's my private bank statement and these things have nothing to do with the above matter. So please explain to me why I have to send you these pages?

I feel somehow and scrutinized, even though I asked you for help...

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3 weeks ago

Dear t99472znz9,


It is a standard practice that we require unedited official documents, to be able to fairly assess the situation. Personal documents will be kept private, and won't be shared to any third parties without your consent.


We are extending the timer by 7 days. Please, be aware that in case you fail to cooperate in the given time frame or don’t require any further assistance, we will reject the complaint.

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3 weeks ago
Translation

I sent it by email!

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2 weeks ago

Dear t99472znz9,


Can you please provide a card statement from a card you used for deposits to this casino for the same time period?


Thank you.

Waiting for approval
Waiting for approval
2 weeks ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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4 days ago

Dear t99472znz9,


On the bank statement you sent me, it is not visible, if it is linked to the card you used for deposits and withdrawals from your player account in this casino.


I would need to see a a summary of your credit card activity during this July, with for example a screenshot that would prove, that you used this card in your player account.


Thank you.

Waiting for approval
Waiting for approval
2 hours ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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