Malina Casino - Zahtev za samoisključivanje igrača je ignorisan.

On March 7th, I requested a permanent ban from the casino and was directed to send an email. I sent it and they responded asking if I wanted to be banned. I replied yes. I've been struggling with gambling for a while now, and whenever I get out of control, I end up requesting a ban, which is implemented immediately. In this case, my request was completely ignored. I requested it again two days ago and it was ignored again. I requested it again today and still haven't received a response.

El día 7 de marzo solicité que se me bloqueará permanente del casino y me derivaron a mandar un mail, el cual mandé y me respondieron al mensaje preguntandome si quería que se me bloqueará y respondí que si, llevo arrastrando un problema con el juego desde hace tiempo y siempre que me descontrolo acabo pidiendo un baneo que se realiza de inmediato, en este caso se ignoro totalmente mi solicitud. Hace 2 días volví a pedirlo y se volvió a ignorar, hoy lo he vuelto a pedir y aun no recibí respuesta.

Dear Afectada_1234,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

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

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• Have you informed the casino about your gambling issues in the past?
• When was the last time you were in contact with the casino? Have you contacted them via live chat after your request wasn't granted?
• Is your player's account currently accessible to you?

As a precaution, I recommend you request a self-exclusion again; this time, include me in the copy of the email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Malina Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@malinacasino.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thank you in advance.

Thank you very much in advance for your reply.

Hello, I requested a permanent ban so I can no longer access it. I also indicated a certain urgency in the message.

I've had four emails and two live chats. I don't have the transcript of the live chat, but I do know that yesterday I begged them to help me, and they closed my account.

I sent four emails, and yesterday they responded to the last one, where I openly stated that I have a problem with the game and asked them to help me by banning me permanently. The account is still open today.

Hola, les solicité un baneo permanente para no poder acceder más, además en el mensaje denote cierta urgencia.

Llevo 4 correos y dos chats en vivo. No poseo la transcripción del chat en vivo pero si se que el de ayer les supliqué que wm ayudarán y por ende cerrarán mi cuenta.

Mandé 4 correos y ayer me respondieron al último donde digo abiertamente que tengo un problema con el juego y que me ayuden baneandome permanente. Hoy la cuenta sigue abierta.

I understand,

However if you haven't informed the casino about any gambling problems, we can't conclude they should have protected you.

• Please let me know if you informed the casino about any gambling problems like I suggested in the meantime.
• Did the casino close self-excluded your account since your last post?

I reported that I wanted to permanently close it, then opened a chat requesting and begging that I was having problems with the game and needed a permanent ban, but it still took them two days to ban me. Now it's closed.

Informe que quería cerrarla permanente, después abrí un chat solicitando y rogando que tenía problemas con el juego y necesitaba un baneo permanente, aún así han tardado 2 días en banearme. Ahora ya está cerrada

I understand

From the information you provided, we can't conclude that the casino should have protected you. If you don't inform the casino about your gambling problems or addiction, or don't have supporting evidence, we might not confront the casino.

Please let me know whether you sent the self-exclusion request according to the template I posted earlier and whether your account has been closed as a result.

I'll await your reply.

Dear Afectada_1234,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru