Malina Casino - Акаунтът на играча е затворен, но е отворен отново.

Hello,

I am having an issue with the ‘Malina Casino’ website.

I first requested that my account be closed on this site on 10 March 2026.

As you can see from the attachments included with my complaint, there have been several exchanges.

After quite some time, I received confirmation that my account had been permanently closed on 4 May (almost two months later, during which time, unfortunately, I deposited and lost a lot of money).

At the time of this confirmation of permanent closure, it was also confirmed that I would no longer receive any promotional offers.

However, as you can see, I did receive an offer on 29 May, and I was therefore able to log in to the site without ever having requested its reopening.

Above all, I would like this permanent closure to be properly enforced, and I would like to receive financial compensation for the very long delay in closing the account and for this unsolicited reopening.

Thank you very much

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 very much for submitting your complaint. I am truly sorry about your negative experience with Malina Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

I have just sent you all the screenshots and evidence as you request by email to your address ([email protected]). Thank you very much!

Thank you very much for your reply. Unfortunately, I was unable to locate your original email from March 10. Could you please forward that email directly to my email address?

Additionally, could you please attach receipts of the deposits you have made since then as well?

i look forward to your response.

Hello, i send you the first email. Finaly, it was the 1st of march. I sent you all screen of deposit in my email of monday

Hi Attila,

​Thank you for your reply.

​To clarify, the email thread actually started on March 1st. If you check the history of this email, you will see that on March 2nd, I explicitly wrote the following:

​"I would like to add that I want a permanent closure of my account, because when I play, I lose "control", and I therefore no longer wish to play or deposit at all. I am specifying this because I do not want a temporary closure like I might have had in the past. Thank you for processing my request as quickly as possible please."

​Following that request, the final response actually came later, on March 10th, from the VIP service.

​As requested, I have attached to this email all the receipts for the deposits I have made since that period.

​I look forward to your update and to the final resolution of this matter.

​Best regards,

Dear Vinceli,

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 ([email protected]). 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,

Attila

Thank you so much for your help Attila

Dear Vinceli,

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.

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.

Dear Igor,

I get the impression that this type of complaint isn't Malina Casino's favorite, given that they respond to others but not to those concerning responsible gambling.

In any case, thank you for your help, and let's see if I'm wrong.

Have a good day.

Dear Vinceli,

I have repeatedly tried to contact Malina Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor

We’ve reopened this complaint at the request of Malina Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Malina Casino Team

Dear Igor,

Thank you for reopening the case.

I would also like to thank Malina Casino for looking into my request.

Best regards,

Vincent

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 928 EUR, as part of the settlement.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Malina Casino Team

Dear Vinceli,

The casino is offering you a refund of €928.

Please let me know whether you agree with this amount.

If so, the casino is requesting your bank details in order to proceed with the refund.

You can either send them an email or post it in this conversation. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Malina Casino,

The player agrees with the refund offer and has shared their bank details in this thread.

Please let us know once there is any update regarding this refund.

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once payment has been processed and completed.

Thank you for your cooperation.

Kind regards,

Malina Casino Team

Dear Malina Casino,

Thank you very much for your update.

Please do not hesitate to let us know once the refund is fully processed on your side.

Dear Player,

We are pleased to inform you that we have successfully processed your refund today, 14 July.

Please note that, depending on the payment method used and your bank’s processing times, it may take three to five working days for the amount to be credited to your account.

Thank you very much for your patience throughout this process.

We consider the matter to be resolved.

Kind regards,

Malina Casino Team

Hello everyone,

​I confirm that I have received the €928 and that my account at Malina Casino is now definitively closed.

​I would like to thank you, Igor and Atilla, for your help, as well as the Malina Casino team for the gesture and for understanding the situation.

​The issue is now resolved on my side as well.

​Best regards,

Vincent

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

Dear Vinceli,

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