Malina Casino - Račun igrača je zatvoren, a sredstva su odbijena.

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Dear nancy74,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

To help me fully understand the situation, could you please provide the following information:

• How long have you been a player at the casino, and when exactly was your account blocked?
• Have you completed the verification process before losing access to your account?
• Could you please share details about your deposit history at the casino? Have you made any successful withdrawals in the past?

I hope we will be able to help you resolve this matter as soon as possible. Thank you very much in advance for your cooperation.

Best regards,

Petra

Hi Petra,

• I signed up to Malina on january 7th and my account was disabled on January 9th
• No, I didn't complete the identity verification as the casino did not deem it necessary
• I have only made one deposit and I have not withdrawn from this casino in the past. I can't show the deposit history since my account is disabled.

Thank you in advance

Thank you for your reply and for providing the previous details, nancy74.

Could you please clarify the following points for us?

• What types of games did you play to accumulate your current balance in the casino? (e.g., slots, live casino games, sports betting)
• Did you achieve your current balance with the help of any bonus?
• Could you provide any additional communication you have had with the casino regarding this issue and violation of terms? This may include screenshots, emails, or chat records.

You can send all relevant documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Hi Petra,

• I played the slots
• I mostly used real balance
• I contacted them via chat, they told me it's an administrative decision and they only know I violated their terms, I don't have a transcript of the chat

Ciao Petra,

• ho giocato alle slot
• ho usato per la maggior parte saldo reale
• li ho contattati via chat, mi hanno detto che si tratta di una decisione amministrativa e sanno solo che ho violato i loro termini, non ho una trascrizione della chat

Dear nancy74

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Štefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear nancy74,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Malina Casino to join this conversation and assist in addressing the complaint.

Dear Malina Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear nancy74,

Please be advised that this closure is final. As a result, you will no longer have access to your account, including any associated virtual assets, in-game currency, or progress.

Our team prioritizes maintaining a fair and secure environment for all players, and we take matters of platform integrity very seriously.

We would like to take this opportunity to remind you of three important points included in our Terms and Conditions, which apply to all users registered on our platform:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using the Website for commercial purposes or in someone else’s name or interest.

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

engaging in money laundering, terrorism financing or any other criminal activity.

threatening, harassing or abusing other customers or members of our staff.

attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems.

attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment.

attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you.

contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Kind Regards,

Malina casino Team

Dear Malina Casino Team,

Thank you for your detailed response and for outlining the relevant sections of your Terms and Conditions.

In order for us to fairly and transparently mediate this case between the casino and the player, we kindly ask whether you could be more specific regarding the exact issue that led to the account closure. While the cited clauses cover a broad range of potential breaches, it is currently unclear which concrete action, behavior, or betting pattern was identified in this particular case.

Providing clarification on:

• which specific term(s) were breached, and
• what activity triggered the decision (e.g. betting pattern, gameplay behavior, payment-related issue, etc.)

would greatly help us explain the situation to the player and properly assess whether the applied measures are proportionate and justified.

We appreciate your cooperation and look forward to your clarification.

Dear Stefan,

We are writing to confirm that we have sent all the requested details to your inbox. Please let us know once you have had a chance to review them, or if you require any further clarification.

Best regards,

Malina Casino Team

Dear Malina Casino,

Thank you for your response.

I have replied to your email requesting additional information.

I look forward to your response.

Dear Stefan,

We are writing to confirm that we have replied with all the requested details to the email. Please let us know once you have had a chance to review them, or if you require any further clarification.

Best regards,

Malina Casino Team

Dear nancy74,

I hope this message finds you well.

After carefully reviewing the evidence provided by the casino, we have concluded that this case concerns sports betting. As you may know, we currently mediate complaints related exclusively to casino games and not to sports betting matters.

I will send you a separate email outlining the possible next steps you may take to pursue your case further.

Due to the above-mentioned reason, we will now proceed with rejecting this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru