Malina Casino - A conta do jogador foi encerrada.

I made some winnings at the casino and my account was blocked and I can no longer access it.

ho effettuato delle vincite al casino e mi e stato bloccato il conto e non vi posso piu accedere al suo interno

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

The winnings were accumulated through slots, I was never asked for verification, I played both with bonuses and with real balance

le vincite sono state accumulate tramite slot , la verifica non mi e stata mai chiesta, ho giocato sia con bonus che con saldo reale

Thank you very much for your reply, Mando001. Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Mando001,

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, Martina (martina.b@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,

Kristina

Dear Mando001,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Malina Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received his withdrawals yet and he cannot log in to his account?

Thank you in advance for providing the information.

Dear Martina,

We kindly request to check the information provided via email.

If you have any additional questions don't hesitate to contact us.

Thank you in advance.

Kind Regards,

Malina Casino Team

Dear Malina Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We would like to inform you that our team is reviewing your request and we'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Dear Martina,

I'll get back to you in the day via email regarding your request.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Dear Martina,

We would like to inform you that we provided you the required information and evidence via email.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Dear Malina Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We would like to inform you that we provided you the required information and evidence via email.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Greetings all,

Thank you, Malina Casino, for providing the requested information and supporting evidence regarding this case.

Dear Mando001,

After carefully reviewing all submitted documentation, we regret to inform you that we are obliged to reject your complaint. The casino has provided evidence indicating that the Terms and Conditions were breached.

As the violation of the Terms and Conditions has been sufficiently demonstrated, we are unfortunately unable to assist you further in this matter.

Thank you for your understanding.

Respectfully,

Martina