Malina Casino - A conta do jogador foi encerrada.

After playing and making numerous deposits from Spain, the casino suddenly blocked my account due to an "administrative" reason without any prior notice. They do not allow me to continue playing, use my balance and bonuses, nor do they refund my money.

Tras jugar y hacer numerosos depósitos desde España el casino sin aviso basándose en un motivo " administrativo" me bloque la cuenta . No me periten seguir jugando , ni gastar saldo y bonos y no me reembolsan mi dinero

Hello Curritokira,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Malina Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account was ever verified?
• How much was your real balance money when they blocked your account?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The account was verified when making deposits

I don't remember how much balance I had left.

I called to ask them why the account was blocked (I have an email address)

Don't worry about the delay, I completely understand.

Thank you for your help

La cuenta fue verificado al realizar depósitos

No recuerdo el saldo que me quedaba.

Hablé para preguntarles por el motivo del bloqueo de la cuenta ( poseo correo electrónico)

No se preocupe por la demora, lo comprendo perfectamente.

Gracias por su ayuda

Hello Curritokira,

Please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Looking forward to hearing from you.

Regards,

Nick

Perfect. Thank you.

Perfecto.gracias

Hello Curritokira,

Sorry for taking longer to get back to you.

As it is yet unclear why did the casino decided to block your account, I will be forwarding your case to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

As I indicated and you will have been able to check in the email that they sent me, it was due to an administrative decision.

Outgoing

Como imdiqué y habrá podido comprobar en el correo que me.inviaron eloyivo fue por una decisión administrativa "

Salidos

Hello there,

Thank you Curritokira for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Malina Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their funds.

Thank you!

What happens if the casino doesn't answer?

Y que pasa si el casino no contesta?

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.

They have blocked my account without justification. They do not answer my emails and they do not answer the claim... I think that this proves their bad practices as well as their illegality for operating in Spain without a license, without complying with the regulations and evading taxes.

Me bloquean la cuenta injustificadamente. No contestan mis emails y no contestan la reclamación....creo que queda acredita sus malas prácticas así como su ilegalidad por operar en España sin licencia ,sin cumplir la normativa y evadir impuestos

I reiterate the same thing

They have blocked my account without justification. They do not answer my emails and they do not answer the claim... I think that their bad practices are proven as well as their illegality for operating in Spain without a license, without complying with the regulations and evading taxes.

Me reitero en lo mismo

Me bloquean la cuenta injustificadamente. No contestan mis emails y no contestan la reclamación....creo que queda acredita sus malas prácticas así como su ilegalidad por operar en España sin licencia ,sin cumplir la normativa y evadir impuestos

It is clear that this community does not care about anything or its consequences.

Queda patente que esta comunidad no le importa nada ni sus consecuencias

If they had done everything correctly and had nothing to hide they would respond

Si lo hubieran hecho todo de forma correcta y no tuvieran nada que esconder responderían

Dear all,

Thank you for reaching out!

We would like to inform you that the customer's account was closed due to an Administrative decision, in accordance with the following point of the website's Terms and Conditions:

3.9  We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Please be informed that at the moment of closure, the customer did not have any active balance or pending withdrawals.

Moreover, the entirety of deposits were fully wagered by the moment of the account closure, therefore no refunds are possible in accordance to the following point of the Terms and Conditions:

6.6.2  No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

We hope this helps clarify the matter.

Best regards,

MalinaCasino team

15 days waiting for this

I reiterate myself:

They have blocked my account without justification. They do not answer my emails and they do not answer the claim... I think that this proves their bad practices as well as their illegality for operating in Spain without a license, without complying with the regulations and evading taxes.

15 días esperando para ésto

Me reitero en o mismo:

Me bloquean la cuenta injustificadamente. No contestan mis emails y no contestan la reclamación....creo que queda acredita sus malas prácticas así como su ilegalidad por operar en España sin licencia ,sin cumplir la normativa y evadir impuestos

I filed a complaint a month ago and I haven't gotten anything clear. I hope they are generous with the black points they deserve.

Hace un mes que puse reclamación y no he sacado nada en claro. Espero que sean generosos con los puntos negros que se merecen

Dear Curritokira, while I understand your frustration, if there were no funds at the time of the closure of your account any casino can choose to block your account. I would like to ask you to clarify if there are any outstanding withdrawals or balance on your blocked account. If there are not, the casino's choice to block your account for any reason is justified and we will close your complaint. Thank you in advance!

There were funds and I made numerous deposits in the previous days. Do you mean that there is no minimum downtime to close an account????

It would be an exception to all casinos and an injustice.

A month for this.....sad

Había fondos e hice los días previos numerosos depósitos. Quieres decir que no tiene un tiempo mínimo de inactividad para cerrar una cuenta????

Sería la excepción a todos los casinos y una injusticia.

Un mes para ésto.....penoso

Do they have parallel conversations with the casino or do they have a tendency to side with it for some reason???

Tienen conversaciones paralelas con el casino o tienen tendencia por algún motivo a ponerse de su lado???

Thank you for the clarification Curritokira.

Dear Malina Casino representative, would it be possible to provide me with the player's transaction and betting history so I can verify if the account contained funds at the time of closure? You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Any news??? We've been having this for over a month now

Alguna novedad??? Llevamos más de un mes con esto

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.

For my part, I could have already closed it as unresolved. We're going on two months and if they haven't answered, I don't think they will. Maybe with the black points they will. It goes on forever.

Por mi parte lo podía haber cerrado ya como no resuelto . Vamos para dos meses y si no han contestado no creo que lo hagan . A lo mejor con los puntos negros lo hacen. Se eterniza

Dear Peter,

We sent you an email with the evidence that the customer wagered all of their deposits and didn't have any deductions from the casino before closure.

We hope this helps reach the resolution of the case.

Best regards,

MalinaCasino team

You forgot to say that they operate illegally in Spain, including their rules, allow banned players addicted to gambling to play and evade taxes.

Se le ha olvidado decir que operan de manera ilegal en España, incluyendo sus normas, permiten jugar a jugador prohibidos adictos al juego y evaden impuestos

Thank you for providing me with the information.

Dear Curritokira, the casino has provided me with your deposit and betting history showing there were no funds left at the time of the closure of the account. We consider this situation to be in line with the casino's terms and conditions and we see no problem with it. Regrettably, at Casino Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter