The player from India had been unable to access his account at Malina Casino for 15 days despite it being active. After closing the account, he was asked for his crypto details to receive his funds, but then support claimed they could not find his email in their system, jeopardizing his balance of 1930 INR. The issue was resolved when the Complaints Team clarified that due to inactivity for over a year, the account was considered inactive, and administrative fees may have depleted the balance. Consequently, the complaint was rejected as it fell outside the casino's policy timeframe for investigation.
Malina Casino - Player’s account is closed with missing funds.
Amount: 1,930 INR
Malina Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
I m [name hidden by Casino Guru] I m facing this issue from last 15 days I have account in Malina casino on 2021 which I forget that I have account in that when i remember I login that account but it's says mail password not matching when i contact cc they says my account is active still I don't know why I can't login my account than i says than return my money which I deposit than they after close u will get my money so i close my account and they says give ur Crypto details u will get ur money but till now no response now in live chat when ask about my refund they says they cannot find my mail id in their basically they says I don't have account that casino now m I lose my 1930rs balance beacuse they contact me regarding crypto details now they says their system cannot find my mail id please help me I share my chat n mail conversation
Reg mail- [hidden by Casino Guru]
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3 months ago
Dear anjumm1229,
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 the situation.
When was the last time you successfully accessed your Malina Casino account?
Do I understand correctly that, according to customer support, you don't have an account with this casino?
Have you checked if you tried logging into the casino with your correct details?
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
I talk to customer they says 1930 balance is there n check my screenshot also they says give me ur crypto details which I provided last time I login was 2021 year please help but I closed my account they says they can't find my account via mail address
I tried with correct login details can't login showing incorrect details I have signup proof also which I saved in 2021
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3 months ago
I apologize, anjumm1229, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.
Moreover, the Terms and Conditions of Malina Casino state the following:
6.18 If an Account Holder does not log into his Account for a period of 180 (one hundred eighty) days, the Account will be considered as ‘Inactive Account’. Each Month we may charge EUR 5 (five) as an administration fee while the Account remains Inactive. We have the right to change the monthly administrative fee on our own discretion without notice. If the Account balance is less than EUR 5 (five), the entire amount will be charged. When the balance reaches zero, no more administrative fees shall apply.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
