Malina Casino - Zahtevi igrača za ograničenja se ignorišu.

There is no responsible Gambling tools on this casino site, i was unable to withdraw or apply any limits. When i asked for limits and self exclusion the casino ignored the requests but responded three times with enticement offers and basicly did everything possible to kerp me playing but did not put any limits on the account. I could not have been clearer giving the reasons my concerns,my requests,my answer but still offets of bonuses and my account still continues to be open

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Malina Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

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

Please send another email to Malina Casino and keep me informed about any further developments.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.



I have enclosed the screenshots and can forward the mails. I clearly stated again that I want immediate permanent account closure. Again nothing done but the casino firstly delays withdrawals, then sends multiple bonus and insentives a day. I clearly emailed and again no actions I lost close to another €1000 ,this is against all responsible Gambling guidelines. Please help me both with the closure of my account, ending all marketing mails and phone calls and get my deposits back. I cannot understand why this casino has a high rating given that other players are experiencing the same thing

Please forward the original email conversation between you and the casino’s customer support regarding your self-exclusion request to veronika.f@casino.guru. Kindly include any other evidence that could be relevant to the investigation of your case as well.

I completely understand your frustration with how the situation has unfolded. However, in order for us to assist you effectively, we need to verify whether you clearly informed the casino about your gambling addiction prior to requesting self-exclusion and before the additional funds were lost. This information is crucial for determining the next steps and building a strong case on your behalf.

Thank you for your cooperation and patience.

I will do this. Asap . Why is it taking casinoguru a week to respond to everything , Apologies but the whole delaying situation is frustrating. I am reading very very concerned reviews and posts about this casino

Veronika can you confirm receipt of the email information?

Thank you for your email. I sincerely apologize for the delay in responding. We are currently handling over 1,000 active complaints. While we strive to reply as quickly as possible, it’s not always feasible to address every message immediately. We operate with a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

I can see that in your first self-exclusion request dated 29 May, your account was not closed because you contacted the casino from the wrong email address. Did you reach out again from the correct email address immediately after they informed you about this? Was it on 30 May? What response did you receive to that email?

Additionally, have you mentioned gambling addiction in any of the subsequent emails sent from the email address linked to your casino account?

Veronika,

I understand and appreciate how busy it is apologies, I sm just frustrated by the whole situation.

Yes I mentioned gambling Addiction clearly in my Emails in May and also clear stated the Reasons for closure.

The Email address I sent was not sent from the incorrect address.

All Correspondence was sent from my Email.

[email address hidden by Casino Guru]

I Did not receive any Correspondence and when the Casino finally closed the account they did not action this after confirmation.

There is zero responsible Gambling tools on this site but the Casino states in the terms and Conditions there is and that a block will be placed on the account if players request self exclusion.

I could not have been clearer in my requests to self exclude

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Bloodomen22, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Bloodomen22,

Thank you for reaching out to us.

We would kindly like to inform you that after investigating your case, we can confirm that your account has been created on the 06. July 2025.

We would kindly like to ask you to clarify which emails you are referring to in May, when your account was opened in July.

Thank you in advance.

Kind regards,

Malina Casino Team

Dear All,

Thank you for reaching out to us.

We will investigate along with the relevant department and will let you know when we have an update.

Thank you for your patience.

Best regards,

Malina Casino Team

The Emails I am referring to are the emails i sent in may CLEARLY stating to stop contact and clearly saying i suffer from gambling addiction. I should not have been able to open an account in the first place. Again as stated in the previous emails and comments. The figure is quoted here is actually lower and again I want the Deposits refunded. And I wish to be blacklisted/Self Excluded from setting up future accounts with malina casino ,its sister sites or affiliates

Dear Bloodomen22, could you please confirm what e-mail address have you been sending the self-exclusion requests from? In the first response to your self-exclusion from 6th July the support agent said they were unable to locate your account using the e-mail address you have used to send the message. Have you by any chance registered with one e-mail address, but communicated with the support team from another?

Thank you for the clarification. After re-checking the evidence you have provided, I believe I have found the root of the problem. I believe by the time I am done explaining, you will understand the situation and manage the future expectations accordingly:

Basically the whole problem is that you have kept contacting the casino from the wrong e-mail address, giving the casino as little information as possible, and by not following the instructions you have been unable to get your account closed.

Even from your evidence, I can see the casino did all they could, which is not much. You have sent them a self-exclusion request, to which they instantly replied and asked to contact them from the e-mail address associated with your account. Seems like you have never done that, therefore the casino was unable to close the account.

This is a standard procedure. The reason you have to use the correct e-mail is rather simple. For example if the two of us were friends, I would know you play in this casino and out of spite - or as a prank - I could email the casino asking them to close your account, providing your e-mail address, name and phone number (which as a friend is information I would have). I could cause a lot of issues for you, especially if you had some big winnings on your account. For this reason, only the request sent from the e-mail address associated with the account, is taken seriously.

Therefore, any further communication and requests you have sent, is not valid. That is the reason you have been receiving the marketing e-mails and promotion offers. Also, you have never again confirmed the gambling addiction, only said you are concerned about the time and money spent at the casino. This is the usual rhetoric of players who want some kind of a bonus or cashback from the casino management. I believe that is why you got all those offers. To explain further: unless you clearly state your gambling addiction, it is automatically assumed you are not an addict, and you gamble out of your free will, therefore are unable to stop and simply not play further at any time.

From one of the messages it seems like your account has been closed on 13/07, however from the wording it is clear it's just a normal account closure, and this account can be re-opened at any time, at your request. We'll have to change that, and ensure the account will not be possible to re-open ever again.

Lastly, I would like to address two of your concerns:

Most reputable trustworthy casinos block the account instantly or offer the player the ability to take a break or apply gaming limits or wager limits.

This is correct. However the procedure must be followed, and from the "Responsible Gambling" page it is clear this casino only offers self-exclusion and cool-off period. You had the option to play in another casino with more responsible gambling tools available, than this one.

And I wish to be blacklisted/Self Excluded from setting up future accounts with malina casino ,its sister sites or affiliates

I can help with the first part, but the latter is impossible due to GDPR and EU laws preventing from sharing personal information. Sister sites are owned or operated by different companies, therefore any sharing of the personal details is against the law. However, you can install free app BetBlocker (https://betblocker.org/), have a friend or trusted family member to set up a password instead of you, and this will block the gambling sites and keep you safe when browsing online. I would recommend installing this on both your mobile and the laptop/desktop computer, for maximum protection.

Unless I am missing some crucial piece of information, our next move will be to get your account permanently closed, stop the marketing communication, and ensure you won't be able to reopen the account at later date, or re-register with your own credentials. If you have further questions or something is not clear, please let me know, I will be more than happy to elaborate further.

Dear Malina Casino, could you please check the account connected with the player's e-mail, close it (if not done already) and mark as "gambling addict, do not reopen ever" or something similar, then add the player's credentials on the blacklist so he won't be able to re-register, and lastly confirm that any and all marketing communications via e-mail and SMS will cease?

Dear All,

I can confirm that player's account has already been closed permanently and that it cannot be reopened even after player's personal request.

All marketing notifications connected to their account have been disabled, therefore player should not be receiving any promos from us in the future or be contacted for any reason.

If you have any further questions, please let us know.

Best regards,

Malina Casino team

And the refunds ? I have proven that i requested account closure.

The Casino did not act. I requested a refund please or at least a portion

Dear All,

The account was only created on July 6th, and the customer didn't mention any Responsible gambling concerns on any of his account closure requests. 

As mentioned already, the account has been closed without the possibility to be reopened.

Best regards,

Malina Casino Team

"The account was only created on July 6th, and the customer didn't mention any Responsible gambling concerns on any of his account closure requests. "

The email was sent exactly on the 6th ,I also

Stated exactly why and the response of the casino was to entice me with free bets and bonus offers which is 100% against every single international responsible Gambling guideline. Enclosed is the ticket number from the email sent on the 6th and the cadinos response to my account closure

Dear Bloodomen22, thank you for pointing out my misunderstanding! I have misread the message and thought you have used the Yahoo e-mail for creating the casino account, but requested the account closure from the Gmail account. This was my mistake, for which I apologise, and therefore you can disregard all the previous points about that.

I would also like to thank the Malina Casino for providing supporting evidence. To ensure I do not misread vital information again, I will allow myself time to review and link together both casino and the player's evidence, to figure out the timeline of what has happened. Once I am done, I will post an update in this thread.

Thank you Matej, I do apologise for the tone of the message i am frustrated at this situation and I do appreciate you are doing everything to assist

No worries, Bloodomen22, it is totally understandable and to be fair - I had way, way worse stuff addressed to me before. All good. :))

Dear Malina Casino, thank you for the confirmation about the permanent account closure and listing the player as a gambling addict. After double-checking the available evidence, the player has requested self-exclusion mentioning gambling addiction on 29th May, receiving the ticket number 29505002 a minute later. Can you please double-check the ID in your system and let me know of your findings?

My second concern is the next self-exclusion request sent on 6th July, with ticket ID 31407728. While I appreciate the player has not mentioned gambling addiction, he has asked for permanent self-exclusion and did mention being concerned about time and money being spent in the casino. I believe this should have triggered warning within the support team and the agent should have requested the reason for the self-exclusion, instead of offering loyalty and deposit bonuses. Especially casino with safety index over 9 points, I would expect any self-exclusion request to be treated as potential gambling addiction, instead of the usual cashback chaser.

Lastly, threatening players asking for self-exclusion with a balance void-out upon account closure is against our Fair Gambling Codex, and should be reserved for the regular account closure cases only. I will try to chase this issue again via internal channels, so it doesn't need to be addressed within this complaint, as I believe one of my colleagues is speaking with the management about this already. Please, let me know your thoughts on the above, and if necessary,feel free to send me any further supporting evidence directly at matej.l@casino.guru, especially if it contains sensitive information not possible to share via public thread. Thank you very much.

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,

As mentioned already, the player's account was created on the 6th of July 2025. This is the reason the agent could not find the account when the player contacted us on the 29/05 for account closure.

We are willing to refund the player their losses between the closure request on the 6th of July and the account's closure.

The player deposited during that time 975 euro and withdraw 875 euro, so we are willing to refund the player 100 euro which represent their losses.

We have already emailed the player the offer and requested their bank details.

Please let us know if you agree to proceed with the payment.

Best regards,

Malina Casino Team.

While I appreciate the offer ,I believe i will adhere to the recommendation of Casino guru.

I wish to add the time , stress and effort put into this situation.

This has been going on over Six weeks. Something that should be very simple as self exclusion.

The delays in withdrawals, the lack of self exclusion options, lack of action, enticing the player keep playing.

The whole experience and customer service.

Malino casino could have dealt with this immediately if they wished too.

I will leave this up to casino guru to advise me and I will follow and accept what they suggest.

I do not think €100 is reasonable or fair as at one stage I was unable to cash out a balance of €1400 or active self exclusion or a break as I forfeit the balance .

But inconclusion what ever Casino Guru decides i will go with. Thank you to veronika and Matej for the Assistance

Unfortunately, I am still missing some information and any kind of evidence from the casino. I will try to reiterate it here once more, and in case of sensitive information, I would like to ask Malina Casino Team to send me any necessary evidence or information directly to matej.l@casino.guru:

• I would like to ask what has happened with the ticket number 29505002. Was the query answered? Was the player informed about what to do?
• After receiving the ticket 31407728, has anyone inquired with the player about the nature of the requested self-exclusion?
• At what date was the player's account closed, please?
• Could you please provide player's cashier history from 29th May until the account closure?

Dear Bloodomen22, while waiting for the casino to reply, can you please confirm when did you create the account at Malina Casino? Support team states the account was created on 6th July. Is this correct?

Thank you.

Good Afternoon,

Yes I created the account. On the 6th of July.

I had received gambling messages previously and messaged malina on the 29th of May clearly stating my concerns and asking for self exclusion/blocks

If this was actioned I should NOT have been able to set up an account.

Basically Malina casino has apologised, had stated an error was made. Its the settlement figure i am not happy with .

Its up to Casino Guru advise me.

I will accept the recommendation of Casino Guru

Dear Matej,

I have emailed you the evidence regarding the conversation between the player and the casino with explanatory remarks.

The player's account was closed on the 13/07/2025.

Moreover, we can only provide the player's deposit history only after email request. The player should reply on the same thread I have contacted them requesting their data report. After that, I will initiate the report's preparation and I will provide it to both you and the player.

Lastly, as mentioned previously, we are willing to refund the player's losses from the day they requested closure initially until the day the account was finally closed.

Best regards,

Malina Casino Team

I have requested further details from the casino via e-mail.

Dear Bloodomen22, while waiting for the reply, can you please give me some details regarding the request to stop any marketing communication that you have sent them on 29th May? Was that a pre-emptive message, or was Malina already sending you some spam? And if so, did you try to Unsubscribe from it via links that any marketing communication has to include by law? Thnk you.

Dear Matej,

We have responded to your email.

Please let us know if you have further questions.

Best regards,

Malina Casino Team

The casino has confirmed the account has been permanently blocked with no option for re-opening, and that all the marketing communication will cease, going forward. However, I have not received any deposit/withdrawal history.

Dear Bloodomen22, can you please give me some details regarding the request to stop any marketing communication that you have sent them on 29th May? Was that a pre-emptive message, or was Malina already sending you some spam? And if so, did you try to Unsubscribe from it via links that any marketing communication has to include by law?

Also, can you please let me know (at least roughly) how much have you deposited between the self-exclusion request in the June, until the account closure in August? Thank you.

Since the account should have been closed ASAP, any deposits made during the time (of over a month when the account was still active), should be refunded, minus any withdrawals and winnings done in the meantime.

Matej

Malina has already offered this as.

If this is casino guru's suggestion then I will accept it but do feel given the time, effort and stress at the whole situation a compensory or gesture would be forthcoming

Dear All,

We have requested the player's deposit and withdrawal history from the relevant department.

Once we have it, it will be forwarded to you.

Best regards,

Malina Casino Team

Dear Bloodomen22, while waiting for the cashier history, could you please reply to my previous questions? I am unable to help if I don't have all the information. Cheers.

Matej

Apologies ,of course I believe the figure to be aprox £1300

In response to the previous questions

I had received marketing messages which i emailed twice on the 29th of may and the 30th of may (screenshots above) asking for all gambling marketing message to stop due to gambling addiction so if this was actioned then i should have been blacklisted and unable to set up an account.

Refunding the deposits should be the minimum action.

I hope this answers the questions

Dear Matej,

We have emailed you the player's data report regarding their deposits and withdrawals.

Please let us know if you need something else.

Regarding the marketing notifications the player claims to have received from us, it would be impossible to have received anything from our side prior to their registration, which was on the 06/07, since we did not have any of their contact details before that.

Best regards,

Malina Casino Team

I would like to thank the Malina Casino Team for the cashier history provided, I have asked additional question before posting an update in this thread.

Dear Bloodomen22, after checking the deposits and withdrawals made, I would like to let you know that I will not be able to request a refund of all the deposits. This is because some of them were made on the same day as your self-exclusion request has been sent, and those are non-refundable. Reason behind this is to prevent other players from misusing the self-exclusion and gambling addiction for so called "free betting". Otherwise it would be very easy to message the casino about the addiction, instantly deposit and gamble large amount of money, then either cash out on winnings or get all the deposits refunded. I am not saying this is your case, just trying to explain why anything deposited within the 24 hour period that the casino has for the account closure, I will not be able to request to be refunded. Once I have my answer from the casino, I will update you on the situation in this thread directly.

As agreed i will accept your finding and already emailed malina casino a few days ago.

Once i receive the offered money. I will mark this as resolved.

Thank you for the work and effort resolving this amicably

Enclosed is the goodwill offer from malina casino which i accepted

Dear Matej,

Your request has been forwarded to the relevant department.

As soon as we have an update, we will let you know.

Best regards,

Malina Casino Team

Dear Matej,

We have responded to your email.

If you have further questions, please let us know.

Best regards,

Malina Casino Team

Thank you, I have replied back with further details. I hope we can reach an understanding soon. :)

I do not understand what is happening.

Why the need for private emails back and forth.

Malina casino made an offer which I accepted ,casino guru agreed.

One the money is paid we can mark this as resolved and close the matter.

If the casino is sharing internal files or procedures, I am unable to make them public. It would show the inner workings that could lead to potential misuse and attacks from the outside. Especially nowadays with data bots crawling through every possible web page. Otherwise, I am still disputing the amount you should be refunded with the casino, and waiting for their final say.

Okay thank you Matej,

That makes sense, Good thinking

Thank you

Dear All,

Kindly be informed that we are conducting a further review on the request.

Thank you for your continuous patience and understanding.

Kind Regards,

Malina Casino team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bloodomen22,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej