Malina Casino - Jogador enfrenta dificuldades com pedido de autoexclusão.

I've been trying to self-exclude from the casino for weeks. The online chat told me I should send an email to request it, and I've sent several emails without any response. I know they received it because I set a read receipt and it confirms it.

I have attached copies of the emails sent.

Llevo semanas tratando de autoexcluirme del casino. En el chat en linea me indicaron que debo enviar un correo para solicitarlo, he enviado varios correos sin respuesta alguno. Se que lo han recivido porque he puesto aviso de recivo y este me lo confirma

Adjunto copias de los correos enviados

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better clarify your situation.

• Have you successfully communicated with the casino’s customer support via email at any point before you requested the closure of your account?
• Have you passed the full KYC verification at this casino?
• Am I correct in understanding that you requested self-exclusion for the first time on December 30?
• Have you received any error or undelivered message notifications indicating that your emails could not be delivered to the casino?
• Did you send your self-exclusion requests from the same email address that you used to register your casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, answering your questions:

Have you successfully contacted the casino's customer support via email at any point before requesting the closure of your account?

No, I only receive marketing messages and I have managed to contact a VIP advisor to whom I requested the closure by phone and then by email without response.

Have you passed the full KYC verification at this casino?

No, but they have successfully processed withdrawals.

Am I correct in understanding that you first requested self-exclusion on December 30th?

Yeah

Have you received any error or undelivered message notifications indicating that your emails could not be delivered to the casino?

No, in fact, every time I send them a request, I've selected the option in my email to request proof of receipt, and these have arrived successfully.

Did you send your self-exclusion requests from the same email address you used to register your casino account?

Yeah

Hola, responiendo sus preguntas:

¿Se ha comunicado con éxito con el servicio de atención al cliente del casino por correo electrónico en algún momento antes de solicitar el cierre de su cuenta?

No, solo me llegan mensajes de marqueting y he logrado comunicarme con asesor VIP al ccual se le solicito telefonicamente el cierre y luego por correo sin respuesta.

¿Has pasado la verificación KYC completa en este casino?

No, pero han procesado de forma exitosa retiros

¿Estoy en lo cierto al entender que usted solicitó la autoexclusión por primera vez el 30 de diciembre?

Si

¿Ha recibido alguna notificación de error o de mensajes no entregados indicando que sus correos electrónicos no pudieron ser entregados al casino?

No, es mas cada ves que les envio una solicitud he maarcado la opcion en mi correo de solicitar comprobantee de recepcion y estos me haan llegado de forma exitosa

¿Envió sus solicitudes de autoexclusión desde la misma dirección de correo electrónico que utilizó para registrar su cuenta de casino?

si

Have you received any response from the casino email in the meantime? If so, forward their response to me at veronika.f@casino.guru. Kindly include chat transcripts or screenshots of your communications with live chat support as well. Thank you for your cooperation.

Hi Veronika, I haven't received any communication to my emails. Since we opened the incident, I've sent an email a day to the support and VIP emails without any response.

The online chat tells me I should do it by sending an email.

If you wish, I can copy it into the emails that I will continue to send daily.

Hola Veronika, no he recibido ninguna comunicacion a mis correos, desde que abrimos el incidente he enviado un correo al dia a los correos de support y VIP sin respuesta alguna.

En el chat en linea me indican que debo realizarlo enviando correo electronico

si desea puedo copiarla en los correos que seguire enviando diaramente.

Dear hbarzej

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, Igor (igor.p@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,

Veronika

Thank you so much for your help.

Muchas Gracias por la ayuda

Dear hbarzej,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Malina Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Malina Casino representative to join this conversation and participate in resolving this complaint.

Dear Malina Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Malina casino, I would like to point out that I have 2 pending withdrawals of 200,000 CLP and 800,000 CLP which must be processed and paid.

Humberto

Estimado Malina casino, quiero haceer notar que tengo 2 retiros pendientes por 200.000 clp y 800.000 clp los cuales deben ser procesados y pagados.

Humberto

Dear hbarzej,

Kindly be informed that we have thoroughly checked our system and can confirm that no such emails were received from your side. 

However, now that we have been made aware of your request through the forum, we have taken immediate action and closed your account.

Regarding your pending withdrawals, we are currently reviewing your request and will notify you about the further details shortly. 

We would also like to mention that every successful email to us generates a unique 'reference number'; if you have one, please share it so we can investigate why your previous messages did not reach us.

Kind Regards,

Malina Casino Team

I can see that the account is closed. I request that it never be reopened, as I am a gambling addict. I have provided numerous copies of emails sent to the people at Casino Guru. I find it very strange that you are not receiving them.

The withdrawal has already been credited to my bank account, so I have no further issues with you and I will proceed to close the ticket.

Thank you

Puedo ver que la cuenta esta cerrada, Les solicito esta no se abra nunca ya que soy ludopta. He entregado muchicimas copias de correos enviados a la gente de casino guru. Encuentro muy extrano que estos uds no los reciban.

Sobre el retiro ya fue abonado a mi banco, con lo cual ya no tengo nada pendiente con uds y voy a proceder a cerrar el ticket

Gracias

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

Dear hbarzej,

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,

Igor