Malina Casino - A conta do jogador permanece aberta apesar do pedido de encerramento.

Good morning, I requested the closure of my account for gambling addiction on January 27th, my account is still open and yesterday it allowed me to deposit 140 euros.

Forward via email screenshot with the casino where I confirm my closure request.

My request to close was ignored and for this reason I am requesting a refund of my deposits from yesterday.

Thank you

Buongiorno, ho richiesto la chiusura del mio conto per ludopatia in data 27 gennaio, il mio conto è ancora aperto e ieri mi ha permesso di depositatare 140 euro.

Inoltro tramite screenshot email con il casino dove confermo la mia richiesta di chiusura.

La mia richiesta di chiusura è stata ignorata e per questo chiedo il rimborso dei miei depositi di ieri.

Grazie

Dear Enjoy1984,

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

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

I have sent the closure requests via email, the first was on January 27th, the second was on February 15th, and the third I sent yesterday.

Ho inviato tramite email le richieste di chiusura, la prima era il 27 gennaio, la seconda era il 15 febbraio, e la terza l ho inoltrata ieri.

I would like to inform you that the casino has now closed my account.

I forwarded casino emails.

Thank you

Informo che il casino ha chiuso ora il mio account.

Ho inoltrato email del casino.

Grazie

Dear Enjoy1984, was there any balance in your casino account at the time of the closure?

No no balance.

No nessun saldo.

Thank you very much, Enjoy1984, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Enjoy1984,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Malina Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Malina Casino,

Could you please provide detailed information regarding this case and explain the reasons why the player's request to close his account due to a gambling problem, submitted on January 27, was not fulfilled until March 12?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Enjoy1984,

I hope this email find you well.

We are sorry for the situation.

Thank you for your patience. We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

Thank you for understanding and have a great day.

Best Regards,

Malina Team

The casino contacted me for a refund of my deposits, I sent everything via email, I replied to the casino's letter but I have not received a response since.

Il casino si è messo in contatto con me per un rimborso dei miei depositi, ho inviato tutto tramite email, ho risposto alla lettera del casino ma non ho piu ricevuto risposta.

Dear Enjoy1984,

Thank you for sharing the update.

Dear Malina Casino,

Could you kindly provide an update on the status of the player's refund processing?

Dear Enjoy1984,

I hope this email find you well.

Please check your personal email as we sent you a reply for your situation.

Thank you for understanding and have a great day.

Best Regards,

Malina Team

from my primary email a message comes back that says:

I could not deliver your message because the recipient's email provider rejected it.

dalla mia email primaria torna un messaggio che dice:

Non ho recapitato il tuo messaggio perché il provider e-mail del destinatario lo ha rifiutato.

Ok now it seems I managed to send the email from my personal email address that I signed up with at the casino.

Ok ora sembra che sono riuscito ad inviare l'email dal mio indirizzo di posta personale con cui sono iscritto al casino.

Dear Enjoy1984,

We forwarded the information about your payment to the relevant department, it'll be initiated soon.

Thank you and have a great day.

Kind regards,

Malina Team

I received the refund.

Thanks for your help.

Ho ricevuto il rimborso.

Grazie dell aiuto.

Dear Enjoy1984,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo