Malina Casino - Player’s complaining about technical issues and support quality.

Hello Every One , 

If somebody remember i have problem with Malina Casino Vip status when I start withdrawal process of my winings. Status change from platin too silver. Soo later in few days i play this same technic and same games  : Book of Dead , Mustang Gold and Wolf gold on random sequences and stakes. My ballance grow uP. I  win 2 times grand  jackpot at mustang gold.  I get 4 richi wile at The book spins at highest stake and other many of big wins. From first day i writed to support and to finance departament to negotiate some agreement withdrawal  of my wining money because standart procedur with normal time will take more than 3 years if they will be Paid in every single working days. Soo with speed of pending was impossible. The live  Chat support all time sending me to The financial departament because they dont have powers to do anything. But financial departament even respond for my mails or if they send something it was regular terms and conditions. At  19.03 soo its 14 days after firs winnig and request for withdrawal all money i get answer from departament it is immposible  later in next mail they write The system cant them do changes. but in conditions and terms is point 6.13 where casino have power too do individual schedule and can do individual limits of payments  For that information i get another respond with information : administration not give akcept for that. it was 19.03 my ballance was about More than  1m or  1.5 m. oh and my vip status not change all time was silver. Soo with them limits i do withdrawal 2 k by The day and 43 k month  soo this was like joke.at  Least i get 9 payments in 15 days soo i continue my gaming process like before. In one night at The weekend they have a technical problem with serwers or site and for 2 or 3 houres i cant play. after that process i start playing.  And after that o was only loosing never see that. nothing i can get , even free spins was given  nothing  to get some win. I always in proces of my game refresh explorer clean cookies and history. relog and change stakes and games nothing change all time my balance was lower. how ever still i have a big pot about 720 k. after weekend i take another chance and nothing change all time my games dont pay even free spins.  Soo i Lost everything.  nothing canT helps   The support cant give me history of day next technical problem , from my accout a cant open its weird. The next weird d thing is on The monday my vip status was change to platinkim but i dont do anything more like i was all time but Matej from Casino Guru contact with higher menager before weekend  on sunday he send me a message with info the Malina casino will double my withdrawal possiblity.  after weekend i get vip menager who contact me but not change.  All casino support , finansmcial departament dont want speed up or find solution to posibility withdrawal my wining money. i write them everydAy at chat , i send them request to withdrawal all money and close account , i send them many of proposition of condition and terms to withdrawal all money but they even want speak with me i try Contact with some boss but it is imposible. after i wining i was feel like enemy for them noone want  help to do anyting with my case like i m be a normaln player who win 100 euro.  One time on The chat support girl after my question how i can be sure they will be Paid me everything ? She wrote nothing can be sure for 100 % soo if You can see this history Malina casino  treat caustomer like me really really bad in my opinion this all process of responding , ignore and treat me to play because i dont have gwaranted for nothing.  Now i send a complain because this is case where i want my wining money because they dont can send me missing game history , my many message is with not respond , and The most important think when i have 475 k i want withdrawal all money and close account soo this show how they want paying my wins and how to satysfying caustomer of Malina casino . And another weird history is with loyality point i change. Them for bonus money it was some about 6.4 k and to change them to normal money i play like always  and roll  with bonus terms this take me a half day but when i finisH  roll it was 26 k and when they change to normal ballance my luck was gone.  I dont belive in accidental its too many at all. I write it here because i blame casino support for that they dont help , dont want find solution and many many other thinks  for sure i want from them my ballance before this weidr servis problem but No one can understand me Why nobody want cooperate with me , where is my missing game history , Why they dont want do agreement with me. many times i ask for schedule of withdrawal all  money they give me only  for one or two or three days. I feel cheated by this casino and manipulated to play more because all timE support write if U want higher vip status U need more active 

Dear B4si3k,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If you have more information and supporting evidence that would help our case, please forward it to me. My email address is petronela.k@casino.guru. I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for your answer, I will send all the evidence confirming my story today.  I was able to view a part of the history of games from the user panel yesterday.  I forgot to add in the description of my story that when playing at the highest bets quite often there were errors in mustang gold and wolf gold games.  in the book of dead also happened but less often.  I am really frustrated because I would like to imagine that one of you wins Ferrari in the casino, however, they will receive them in parts and they are really small, and when You asks the staff how long will they turn them over and will he get all the parts and in what time?  You doesn't receive any specific information that will calm him down without giving him another reason to suspect or worry.  Currently, there is a pandemic virus in the world and no one really knows what will be in 2 weeks and what in a year or two or even 3. I am currently waiting for a response from Maalina Casino to my personal complaint.

Thank you very much B4si3k for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello B4si3k.

As I wrote to you, you can't withdraw all the money from the casino at once. Your status in the casino decrease because the casino has a rule:

6.12.1 The player's VIP level is determined by the gaming activity during last 30 calendar days and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of player who hasn't been actively playing for a month is automatically lowered to the level bronze.

By this rule, with the bronze status, the casino allows you to withdraw €10000 per month, which is good. Because you were complaining on our website that withdrawals are slow and asked us to help, we convinced the casino to give you the VIP status and increased the withdrawal capabilities. Soon after you got the VIP status, you lost all the money.

I received several screenshots from you about your gaming history, and I can see that you had some winnings too. I hope today I will be able to check the full game log.

But in case you think that something changed and you were not able to win anymore, why you continued to play?

the casino has many rules regulations with which you can understand several possibilities.  I wanted to take advantage of my rights, but for 2 weeks it did nothing.  you ask why I play or played because I still check my suspicions

if You get my game history  You will see diffrent before and after servis or technical brake 

Unfortunately, I still didn't receive your game history. May I ask, If you had a suspicion, why you continued to make maximum bet stakes? You could easily play with €0.1 bets. Game mathematics is the same for high bets as for low bets. Why did you play until the end? It doesn't make a sense for me.  

As I wrote, we are deciding based on proofs, for further investigation, we need to see the game history.

Returning to my case, I have repeatedly informed the staff that I want to close my account and withdrawal all funds. (Something like self-exclusion to have sure  money will be safe )(according to their regulations, I can do it even with an active balance as evidenced by this point of the terms and conditions). Soo i have 100 % right to do it. But they dont do it. 

6.15 Gaming account closure: you may close your account at any time by contacting the Support Service on the condition that your balance is not negative as a result of any obligations arising from your participation in the games of the Casino. When you close your gaming account, we return your funds from the balance in accordance with paragraph 6.9.

and here we have The paragraf 6.9

6.9 Minimum funds rollover before a withdrawal is x1. If the wager of the funds (the amount of placed bets) is less than the deposit amount, the casino reserves the right to cancell all winnings and keep the commission of 10% (but not less than 0.5 USD) of the amount of the last deposit as payment expenses, and the 15% commission if your account balance has been charged with a bank card or bank transfer.

Of course Malina Casino deffended  paragraphs

6.25 You can only close your account if it has no remaining balance or/and pending withdrawal requests.

6.26 In case you want to close your account with an active balance or/and pending withdrawal requests, all the funds will be deducted and you will be returned the last deposit amount.

their regulations are ambiguous.  Because their provisions are mutually exclusive but the first are regulations allowing this and point 6.15 indicates unambiguous with only 6.9 being taken into account for closure.  From the very beginning I wanted to take advantage of this opportunity.  By writing to chat service and asking to close the account on March 17

B4si3k, may I ask. If what you are saying was possible, and players can get all the winnings by asking customer support to close their account, why would casino need the withdrawal policy?

Simply everybody who wins more than he can monthly withdrawal, could ask the casino to close the account and withdraw all the money and then reopen the account, does it makes a sense?

From our email communication:

Most of the casinos have some withdrawal limit. That’s the way how they are protecting themselves from insolvency. Small casinos set their withdrawal limits low because if somebody wins lots of money, they could bankrupt. That's why withdrawal limit is set, and instead of telling the player sorry we don’t have enough money, they are paying him over time from future profits. With more players, they can afford to have a higher withdrawal limit. Only the most prominent casino groups can afford to have unlimited withdrawals.   

               We helped you with your withdrawals and convinced them to increase your limits. We didn't find any evidence that they prevent you from withdrawing your winnings.

Everything was fine, but you gambled all your money, and truly I doubt that you get them back. Maximum what you can do is to write a complaint to Curacao gambling authority. (click on the logo in the footer) But as I explained doesn’t matter what they do with their servers they cannot cheat you.

You mentioned some of your friend who cheated people in his casino, and I really would like to know the name of the casino. Or try to find that casino on our website – in the review should be written that casino operates fake games (and yes only in this situation it is possible to cheat players and globally all of them not only particular one) Fake games are built with different RTP settings where the chances of winnings are significantly lower (but you still can win) 

Unfortunately, I can't check your game log from security reasons. (this is their official answer)  

If you believe that you were cheated somehow (from pieces of your game history there is no evidence of cheating, but I saw just pieces so I can't say it for sure)

As I explained at the beginning of my respond - the idea where the casino pay you the full amount because you asked them to close an account doesn't make a sense.

I am afraid that I am not able to help you more. From our end, we wanted to check the logs at least, but in case this isn't possible best would be if you contact the Curacao gambling authority.

Open the casino website - scroll down to the footer, click on their license logo and on the validator website you can fill the complaint.

Please keep us updated about the case. We would like to close it here, accordingly with the regulator. My professional opinion is that you lost your money fairly and therefore you have no right for refund. (but as I said, I don't have full access to all the data)

Dear B4si3k,

We are sorry to hear about your situation.

As per the information in section 6.12 of our Terms and Conditions, The withdrawal is carried out according to monthly withdrawal limits taking into consideration the status of the player on the website. Also considering the information in section 6.12.1, the players VIP level is determined by the gaming activity during 30 calendar days and can be changed depending on the ratio of deposits and withdrawals made and bonuses received.

As per the details, mentioned in section 6.25, you can close your account only if it has no remaining active balance and/or pending withdrawal requests.

Since we are fully regulated and licensed casino, as per the information stated in section 11.6 of our Terms and Conditions, for fair gaming purposes we partner only with well known, trusted and certified gaming providers, tested by e.g. "TST Fair Gaming" - internationally accredited testing agency and player protection and standards organization. Furthermore, all of the games available on our website are featured with a Random Number Generator, which means that the outcome of a casino game round is completely random and unbiased, no matter which game you play.

Please, be sure that we have done our best you to receive the most appropriate assistance possible.

Warm regards,

MalinaCasino Administration

Your answer does not contain any specific information other than pasting the rules, which you constantly change without informing players. 
 In addition, your regulations are incoherent nonsense which in different languages ​​sounds different which is a violation of consumer rights.  because every amendment should be officially introduced and accepted.  

Your casino is trying hard to cover up my case, currently my account is blocked and I cannot view the game's history. 

 I asked your service to send all chat conversations, it's been over 2 weeks and I still don't have it.  

I have not received from your casino the history of Rtp settings and the variability of the book of dead, mustang gold and wolf gold games for the period before March 21 and after March 21.  

I believe that if your answers are still hiding behind the regulations that you modify all the time without a date confirming this modification is an obvious cheat.  He maintains his opinion on the Malina  matting casino relative to me.  
 

As I promised you in a private email, this case will end in court. 

 Matej, don't you think it's weird that you haven't received the history of my games?  initially no one saw this problem but later something changed?

  too many troublesome things here for me.

The problem here is the complexity of your case. Casinos can share some of the details, but not too much from apparent reasons. To thoroughly investigate your case, I would need data which they can't give me, but the game operator and licensing authority have access to these files. That's why I recommended you to contact them before you spend money for a lawyer.  

As I said: From pieces of your game history it was looking OK (lots of loses and some winnings too) if everybody would blame casino whenever he gets some loses in a row (software manipulation problem) then shouldn't you blame the casino for your winnings either?

If as you said, you noticed that something is wrong. You could a) investigate it on minimal bet spins, b) stop playing.

But you kept playing with high bets until you lost all the money, which doesn't make any sense.

It is not possible to withdraw big winnings at once in this casino, and 90% of casinos have the withdrawal limit, and you can't blame the casino for that.

From these reasons, I hope you understand my position. PLEASE submit the complaint to the casino regulator - then I will set the complaint into "waiting for the regulator to decide" classification. They can help you more than me because currently, I am out of options here.

But please let us know about that.

Today I will send a 4 complains to :

office@araxionv.com

certria@gaminglicences.com

complaints@gaminglicences.com.

dispute@soft2bet.com

one more  weird think The page www.malinacasino88.com  where i m played  are not not  registered at  license page ! 
 

We are waiting on regulator decision.

First of all Why You share my personal data on public Forum   ? I dont agree for that ! The second  on Your website is privacy politycy  whereYou are write this informations

Soo explain Me if You monitor players at Your casino and player schould be protect Of gambling problem and addict. Who is guilty when   Player canceled almoast all withdrawal process ( time Before i star wining at 03.03) and loost them ? It was many of them !And  One day I was  play all day only in highest stakes and Lost almoast milion ?
No one Normal do it , only addict compulsive gambler do it .Soo you dont protect players only Your own business

look at my history at Your sister project cadoola even one time i dont withdrawal money because all times i cancell pending and later Lost all money.

 i Lost in cadoola after 3 ignore request to close account almoast 60 000 zł . 

in My opinion Your casino use addict player.   

And The most important think about self exclusion how I can know about it when You dont wrote nothing at all in terms and conditions in Polish language  !!!