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:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case opened
Current status
Waiting for player to reply
6d 6h 14m 43s
Case summary
17 hours ago
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1 month 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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1 month 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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1 month 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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1 month 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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1 month 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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4 weeks 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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3 weeks ago
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I wrote to support, wrote another email and am waiting for a response
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3 weeks ago
Translation
I have not received a reply to my email yet
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3 weeks 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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3 weeks 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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3 weeks 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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3 weeks 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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3 weeks 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 weeks ago
Hello,
We have shared an explanation to miroslava.d@casino.guru.
Best wishes,
Malina Casino.
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1 week 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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17 hours ago
Dear t99472znz9,
Could you please provide a bank statement from this July (from payment method you used in this casino) ?
Thank you.
t99472znz9 has 6d 6h 14m 43s to reply
