Malina Casino - Zahtev za samoisključivanje igrača je ignorisan.

Malina casino does not have an efficient player protection mechanism. I requested self-exclusion because I was spending too much money and sent an email to support requesting it. In the meantime, I received an offer to postpone the self-exclusion in order to receive weekly cashback, which I refused. Since they didn't delete my account as I requested, I kept playing compulsively... 😰😰😰

This bookmaker is not honest with players, nor does it provide an efficient and fast self-exclusion mechanism, making the player continue playing in an attempt to recover from losses. I want my money back from the moment I requested the self-exclusion.

O Malina casino não tem um mecanismo eficiente de protecção do jogador. Solicitei a auto exclusão por estar a gastar demasiado dinheiro e enviei um email para o suporte a solicitar o pedido. Entretanto, recebi a proposta de adiar a autoexclusao para receber o cashback semanal, o qual recusei. Como não eliminaram a minha conta como solicitei, mantive-me a jogar compulsivamente... 😰😰😰

Esta casa de apostas não é honesta com os jogadores, nem prevê um mecanismo de autoexclusao eficiente e rápido, fazendo o jogador continuar a jogar na tentativa de recuperar das perdas. Quero o meu dinheiro de volta, desde o momento em que Solicitei a autoexclusao.

Hello jorgesimaocaeiro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Hello, Nick.

I really didn't express myself in the best way. I requested self-exclusion because I was spending too much money and gambling was compulsively taking over my mind. I sent an e-mail explaining the situation, but Malina casino only replied with offers of promotions, which I immediately refused. However, they didn't go ahead with the self-exclusion I requested and I impulsively continued to spend beyond my means. In fact, I couldn't stop playing and Malina didn't protect me as expected and advertised on the site.

Olá Nick.

De facto não me expressei da melhor forma. Eu solicitei a autoexclusao, porque estava a gastar demasiado dinheiro e o jogo estava compulsivamente a dominar a razão. Enviei e-mail a explicar a situação, mas o Malina casino apenas respondia com propostas de promoções que eu recusei imediatamente. Contudo, não avançaram com a autoexclusao como pedi e de maneira impulsiva continuei a gastar para lá das minhas possibilidades. De facto, não consegui parar de jogar e o Malina não me protegeu como seria esperado e anunciam no site.

Hello jorgesimaocaeiro,

Would it be possible to forward the request you have sent to the casino to nikolas.b@casino.guru for further review?

Meanwhile, I would advise to contact them again and specifically mention gambling problems/addiction in order to correctly exclude your account.

Awaiting your response.

Regards,

Nick

Dear jorgesimaocaeiro,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.