The player from Finland had won a €200 bonus in a tournament twice but had never received the winnings. Additionally, the casino had closed his account without providing a reason. The player had confirmed that he played Netent's casino games and had contacted the casino multiple times regarding the issue but had received no response. We had contacted the casino for clarification. The casino had responded that the player's account was mistakenly closed and was now open. Regarding the tournament winnings, the casino had stated that the tournaments were not considered held due to insufficient participants, as per their terms and conditions. The player had questioned the validity of the tournaments, but we had confirmed that all terms and conditions must be met for a tournament to be valid. The player had not responded further, leading us to conclude the issue as clarified.
Malina Casino - Player's account was blocked and his winnings confiscated.
Amount: €400
Malina Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I won twice at the casino in a tournament where the prize was a €200 bonus. However, I never received my winnings either time and the casino closed my account without reason.
Dear Elmeriteemu,
Thank you very much for submitting this complaint. I am sorry to hear about your negative experience with Malina Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that you passed the full KYC verification?
Do I understand correctly that your account was blocked after you won the tournament?
What kind of live casino game did you play in the tournament?
Have you contacted the casino regarding the reason why they blocked your account?
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
Yes, my account was closed after winning the tournament and I played Netent's casino games, because they were the only ones that affected the tournament points. I have contacted the casino many times by e-mail and live chat for many weeks, but not once has there been an answer to the e-mail.
Thank you very much, Elmeriteemu, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello Elmeriteemu,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite Malina Casino to join the conversation.
Dear Malina Casino,
Can you kindly provide more information on why the player has not received winnings for the tournaments and why their account is currently blocked? If the information can't be shared publicly please forward it to me at michal.k@casino.guru
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear all,
Thank you for reaching out.
As the situation is quite complex, we would like to inform you that an internal investigation is currently underway. We will send an update here as soon as possible. We appreciate your patience.
Best regards,
MalinaCasino.com
Dear Malina Casino,
I acknowledge that obtaining all the essential information may take time. I will be waiting for your clarification.
Dear Customer,
Thank you for your patience.
We would like to inform you that your account on MalinaCasino is now open. Please accept our sincere apology for the inconvenience caused, as the caused got closed by mistake.
Your query about the tournament winnings is being investigated and we will email you as soon as there is an update.
Best regards,
MalinaCasino.com
Dear Customer,
Thank you for your patience.
We would like to inform you that the tournaments you refer to were not considered as held because there were not enough participants in them. The rule is applied in accordance with article 7 of the tournament conditions (https://malinacasino.com/en/tournaments/livecasino-tournament-bonus/8879d8fb-4006-438c-957d-f8681d2778b8):
7. The Tournament is considered as held in case at least 30 players take part in it.
Best regards,
Dear Elmeriteemu,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Does malinakasino have any evidence that neither tournament had even the thirty participants?
Dear Elmeriteemu,
I'm not sure why the tournament would be canceled if there were enough participants.
Please note that all the terms and conditions must be fulfilled for the tournament to be "valid," especially those that I have highlighted.
If the conditions were not met, the tournament would not be considered valid.
Dear Elmeriteemu,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear Elmeriteemu,
Can I consider your issue to be clarified or do you need assistance with anything else?
Dear Elmeriteemu,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
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