Malina Casino - O pedido de encerramento da conta do jogador está atrasado.

I am a player from Greece and while they normally don't accept players from Greece without my knowledge, they allowed me to open an account normally!!! I have been trying to close it for three weeks and I have sent dozens of emails but they are not closing it... I have informed them in the email that there is an addiction problem and I want the account to be closed but they are not closing it, resulting in me playing and losing a lot of money

Είμαι παίκτης από Ελλάδα και ενώ κανονικά δεν δέχονται παίκτες από Ελλάδα χωρίς να το γνωρίζω , μου επέτρεψαν να ανοιξω κανονικά λογαριασμό !!! Εδώ και τρεις εβδομάδες προσπαθώ να τον κλείσω κι έχω στείλει δεκαδες email αλλά δεν τον κλείνουνε...τους έχω ενημερώσει στο email πως υπάρχει πρόβλημα εθισμού και θέλω να κλείσει ο λογαριασμός όμως αυτοί δεν τον κλείνουνε με αποτέλεσμα να παίζω και να έχω χάσει πολλά χρήματα

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Malina Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you create an account?  Have you received any notifications that registrations from Greece are not accepted?
• Were you requested to go through KYC verification?  
• When did you first inform the casino about your gambling addiction? 
• Would you be so kind as to forward me all the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

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I created an account in December 2024!!!! Later I asked for my account to be closed forever and never reopened as it was closed but when I asked for it to be opened it reopened normally!!! I did not receive any notification that it does not accept players from Greece, on the contrary all transactions are made by Greek banks!!! I was never asked for KYC verification, on the contrary it gives me a notification that the account DOES NOT NEED VERIFICATION

Δημιούργησα λογαριασμό τον Δεκέμβριο 2024 !!!! Αργότερα ζήτησα να κλείσει για πάντα ο λογαριασμός μου και να μην ξανά ανοίξει ποτέ όπως και έκλεισε όμως όταν ζήτησα να ανοίξει άνοιξε ξανά κανονικά !!!δεν έλαβα καμία ειδοποίηση ότι δεν δέχεται παίκτες από Ελλάδα ,το αντίθετο όλες οι συναλλαγές γίνονται από ελληνικές τράπεζες !!!δεν μου ζητήθηκε ποτέ επαλήθευση KYC αντίθετα μου βγάζει ειδοποίηση πως ο λογαριασμός ΔΕΝ ΧΡΕΙΑΖΕΤΑΙ ΕΠΑΛΗΘΕΥΣΗ

My casino registration details indicate country of registration and permanent residence in Greece!!! Transactions are made by Greek banks

If they don't accept players from there has been a scam.

Τα στοιχεία εγγραφής μου στο καζίνο αναφέρουν χώρα εγγραφής και μόνιμης κατοικίας στην Ελλάδα !!! Οι συναλλαγές γίνονται από ελληνικές τράπεζες

Αν δεν δέχονται παίκτες από έχει γίνει εξαπατηση

I also communicate daily via chat requesting that the account be closed and they tell me that they forwarded the request.

Επίσης επικοινωνώ καθημερινά και μέσω chat ζητώντας να κλεισει ο λογαριασμοςκαι μου αναφέρουν πως προώθησαν το αίτημα

Dear player, would you be so kind as to forward me to natalia.b@casino.guru your actual closure requests sent to the Malina Casino, not as screenshots?

I can see that you mentioned your gambling addiction once in the email from 17.08.2025, but your other emails either do not specify the reason to close an account or state that you do not win and therefore want the closure.

I have checked the responsible gambling policy of the casino and have found the following information:

Self-exclusion request: you can contact Support Service Team via e-mail: support@malinacasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

If your account is still open, could you please try to send one more self-exclusion request to support@malinacasino.com following our template?

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 xxx (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."

Could you please add my email (natalia.b@casino.guru) to CC so that I receive a copy of your request too? Thank you.

I send a self-exclusion request via email every day..I also do it via chat and they tell me they are forwarding it.

The account is still open.

Στέλνω κάθε μέρα αίτημα αυτοαποκλεισμου μέσω email ..το κάνω και μέσω chat και μου λένε πως το προωθουν

Ο λογαριασμός εξακολουθεί να είναι ανοιχτός

Whether due to addiction or dissatisfaction or for any reason since I have sent dozens of emails to close the account why is it still open for a month???

Why does the chat say that my request for closure is being reviewed??? It's been reviewed for a month now?

Είτε λόγω εθισμού είτε λόγω δυσαρέσκειας είτε για οποιονδήποτε λόγω από τη στιγμή που έχω στείλει δεκαδες email να κλείσει ο λογαριασμός γιατί είναι ακόμα ανοιχτός εδώ και έναν μήνα ???

Γιατί στο chat αναφέρουν πως ελεγχεται το αίτημα μου για κλείσιμο ??? Εδώ κι έναν μήνα ελέγχεται ?

Thank you very much for your cooperation. 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 SAKISMR1235,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Malina Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Malina Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear SAKISMR1235,

Thank you for contacting us.

We would like to inform you that we previously attempted to contact you via email to confirm your account closure request. Since we did not receive a response, your account initially remained open.

However, we can now confirm that your account has been successfully closed.

We wish you all the best for your future activities.

Kind Regards, 

Malina Casino Team.

Dear Malina Casino,

Thank you for your clarification. Could you kindly provide either a transcript or a screenshot of your conversation with the player, including both his request and your response? You may send the evidence directly to my email at jakub.m@casino.guru.

I appreciate your cooperation.

Dear Kubo,

We have emailed you regarding the matter, please check it at your earliest convenience.

Best regards,

Malina Casino Team

Dear Malina Casino,

Thank you for providing the requested screenshots. The latest conversation you shared is dated August 13. However, according to the evidence provided by the player, he reached out again on August 17, explicitly mentioning his gambling problem.

Could you please confirm whether you received this message as well? If so, did you respond to it in the same manner as to the previous account closure requests?

Thank you for your cooperation.

Dear Kubo,

I hope this message finds you well.

We have sent you an email regarding the case, please check it at your earliest convenience.

Best regards,

Malina Casino Team

Dear Malina Casino,

Thank you for providing the requested data. I understand your position and acknowledge that the player technically did not complete the self-exclusion process by failing to reply to your message.

However, from our perspective, a casino committed to responsible gambling policies and principles should act proactively to prevent further harm to players who explicitly state they wish to close their accounts due to a gambling problem. Threatening players with the forfeiture of their balance if they proceed with self-exclusion falls outside of these standards. In practice, the outcome for the player is the same - they lose their funds - which we consider highly unfair.

Moreover, allowing a player who has openly acknowledged a gambling problem to continue depositing and playing, simply because they did not agree to forfeit their entire balance at once, is not consistent with the principles and values we believe a responsible operator should uphold.

In light of this, we believe the player should be entitled to a refund of the losses incurred from the date the casino was first made aware of his gambling problem. Alternatively, offering a fair and feasible compromise would also be an appropriate resolution.

I kindly ask you to reconsider this case and look forward to your response.

Thank you.

Dear Kubo,

I hope this message finds you well.

We have sent you an email regarding this matter. Kindly review it at your earliest convenience.

Best regards,

Malina Casino Team

Dear Malina Casino,

Thank you for your message. I’ve replied to your email and look forward to your response.

Dear Kubo,

I hope this message finds you well.

We have replied back to your email. Kindly review it at your earliest convenience.

Best regards,

Malina Casino Team

Dear Malina Casino,

Thank you for providing all requested data.

Dear SAKISMR1235,

After reviewing all your communications with the casino, we note that you mentioned a gambling problem as the reason for your account closure only once, on August 17, 2025. Please note that account closures under the self-exclusion policy are directly related to a player’s acknowledgment of losing control over their gambling behavior - that is, a declared gambling problem.

Since no such indication was made prior to August 17, your previous account closure requests were not processed under the self-exclusion policy, and therefore, your eligibility for any potential refunds connected to that policy did not arise.

Additionally, at the time of your self-exclusion request, your account had no remaining balance, and no further deposits were made thereafter. As such, applying the self-exclusion policy retrospectively, without prior records of a valid self-exclusion request, is unfortunately not possible.

For these reasons, I must reject your complaint as unjustified.

Thank you for your understanding. We regret that we could not reach a more favorable outcome in this case. However, should you encounter any further issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center - we remain at your disposal and ready to assist.

Best Regards,

Kubo