Malina Casino - Заявката за самоизключване на играча е забавена.

Good evening, for a week now I have requested exclusion from the casino because I lost a lot of money, they always told me they would look into it, resulting in me losing more. What can I do?

Καλησπέρα σας εδώ και μια εβδομάδα έχω ζητήσει αποκλεισμό από το καζίνο διότι έχασα αρκετά χρήματα εκείνοι πάντα μου έλεγαν θα το εξετάσουν με αποτέλεσμα να έχανα περισσότερα. Τι μπορώ να κάνω;

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you followed up with the casino regarding the self-exclusion request after you received a response?
• Could you please share your initial and most recent self-exclusion requests with me? Please share the information to my email at [email protected]. Be sure the dates of the requests and responses from the casino are visible.
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino marketing communication?
• Has the casino responded to your refund request already? What did the casino reply?

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible. If you believe you are suffering from gambling problems and wish to be permanently protected in this online casino, I would recommend that your request have the following format and word choice:

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Malina Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

If your reason for requesting a self-exclusion or the time period is different, be sure to change the sections of the message I highlighted accordingly.

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good evening Tomas, I have forwarded everything to your email. All my answers are there.

Καλησπέρα Τομας στα έχω προωθήσει όλα στο email. Όλες οι απαντήσεις μου βρίσκονται εκεί

Good evening, the casino's latest response is that they closed my account without any response to the refund I requested. People are dangerous! I have asked very clearly as you saw in the screenshots for self-exclusion, clearly stated and with clear reason, and they did nothing. I want the money I deposited between 26-30

Καλησπέρα σας τελευταία απάντηση του καζίνο είναι ότι έκλεισαν τον λογαριασμό μου χωρίς όμως καμία απάντηση για την επιστροφή χρημάτων που ζήτησα. Οι άνθρωποι είναι επικίνδυνοι! Εχω ζητήσει σαφέστατα όπως είδατε και στα στιγμιότυπα οθόνης αυτοαποκλεισμό διατυπωμένα και με καθαρό λόγο και εκείνοι δεν έκαναν τίποτα. Θέλω τα λεφτά που κατέθεσα στο διάστημα 26-30

Thanks for your patience and for providing the information regarding your case.

I am glad to hear your account has been closed.

Please note that we can ask the casino to refund you only if you informed them bout your gambling problems and the casino failed to act to protect you. According to your exchange, no gambling problems were disclosed between July 26th and July 30th.

Consequently, we can't ask the casino to refund lost funds.

• Have you informed the casino about suffering from gambling problems at any point?
• Have you contacted casino support and asked to be removed from the mailing list and the casino's marketing correspondence?
• Is there an option in the footer of any offer for you to unsubscribe from the newsletters or similar correspondence directly?

Looking forward to your reply.

Dear Casino Guru team,

Thank you for your response, but I must clarify that your assessment is incorrect.

In my email to the casino on July 28, I clearly stated that I had suffered serious financial losses and explicitly requested a permanent self-exclusion from their platform because of that. This alone implies that I was experiencing gambling-related harm and asked to be protected.

Despite this written request, the casino continued to send promotional emails and bonus offers, encouraging further play — which led to additional losses after my self-exclusion request.

I also stated in my original message that I do not wish to receive any bonuses or marketing material from the casino ever again, and asked for the account to be permanently and irreversibly closed.

Therefore, the casino’s inaction constitutes a breach of responsible gambling policies, and I kindly ask you to reconsider your position and request a refund of the losses that occurred after my self-exclusion request on July 26.

Thank you for your time and for continuing to review this matter seriously.

As you can see, Tomas in the casino terms says that if you want to do this exclusion, send us a message and we will exclude you in 24 hours. I did it and I cited financial losses. So is this not clear? So I had to lose my house to have my account closed?

Οπως μπορείς να δεις Τομας στους όρους του καζίνο λέει ότι σε περίπτωση που θέλετε να κάνετε αυτό αποκλεισμό στείλε μας μήνυμα και σε 24 ώρες θα σας αποκλείσουμε. Εγώ το έκανα και επικαλέστηκα οικονομικές απώλειες. Δηλαδή δεν είναι καθαρό αυτό ; Έπρεπε δηλαδή να χάσω το σπίτι μου για να μου κλείσουν τον λογαριασμό;

Thanks for sharing your point of view.

I went over the correspondence again, and based on our assessment, you haven't given signals that you are in need of protection from further play. I understand it's not entirely clear what word choice to use to be protected; however, from our point of view, mentioning that you lost too much, you were still in control and responsible for any deposits at that point.

Sadly, from our point of view, there is no valid reason for us to pursue a refund of lost funds due to failed player protection. Since you confirmed the casino closed your account, the complaint cannot continue further, and it will be closed. I understand this is disappointing.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

Don't hesitate to take advantage of the tools and strategies found in our responsible gambling guide https://casinoguru-gr.com/odigos-ypefthinou-stoiximatismou

If you have an open account in any other online casino, feel free to use the template to request a self-exclusion due to gambling problems I shared earlier.