Malina Casino - プレイヤーのアカウントが閉鎖され、資金が遅延します。

I haven't had access to my account on Malina Casino, this has been going on for about a month.

They asked for my wallet address stating that they would send my payments there as their administrativeteam has decided to close my accountand it is being reviewed, however they have failed to do so. Always either referring me to the security team or saying they have sent a reminder to the financial department

Dear player,

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

Did the casino provide any specific reason for closing your account?

Have you sent them everything they requested — like your wallet address or any verification documents they asked for?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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,

Dominika

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.

Did the casino provide any specific reason for closing your account?

- They just said it was an administrative decision and I could not appeal

Have you sent them everything they requested — like your wallet address or any verification documents they asked for?

- Yes I have given everything they asked for

Could you please confirm that you have passed the KYC verification?

- They never asked for it

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

- I didn't save any communication with them but they all border around the same thing, that my account was closed for administrative reasons and that my funds are safe

Dear player, have you received any updates from the casino regarding your withdrawal? Or have you already received your funds?

Hello. No Updates from them.

No payment

Thank you very much 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 eodioko82,

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 for the closure of the player's account and the delay in the withdrawal of player's remaining funds? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

We kindly inform you that we are checking the case with the relevant team and we will have updates as soon as possible.

Thank you for your patience on the matter!

Kind regards,

Malina team

It's been almost 2 months

Dear Malina Casino,

I’m following up to check if there have been any updates regarding the review. Has it been completed?

Thank you for your time and assistance.

Hello all,

Dear player,

We kindly inform you that your account has been closed due to administrative decision. Moreover, we have already sent to you an e-mail at 23rd of July in order for you to provide to us with your bank details so to receive your remaining balance.

Please, check your inbox to find our e-mail. After you provide us with the payment details, you will receive your funds as soon as possible from our payments team.

Thank you for your cooperation on the matter.

Best regards,

Malina casino team

Dear Malina Casino,

According to the player’s latest post, he responded to your request on July 23 and provided the required details the same day. Could you kindly confirm whether his message was received?

Thank you.

Dear eodioko82,

If the casino has not received your message, may I kindly ask you to resend your details to them once again?

Thank you.

They have received it. I know this because I sent a follow up message on live chat on the website and they said my payment would be received soon. It's been a month and some weeks now

Hello all!

Dear player,

After information that we had from the relevant department, your e-mail has not been received from us. We kindly ask you to provide to us again the bank information by sending to us another e-mail to the requested e-mail.

Thank you so much for your cooperation.

Best regards,

MalinaCasino team

That's a blatant lie.... From the screenshot below the agent said my payment would be sent manually. I cant find the other part of the chat transcript where i asked if the payment information was received but they confirmed receiving the payment method

Here are screenshots from the chat with their support representative. They say they will look into the matter and boom I see that they are sidconnected from the chat, without offering any information. This has happened twice today.

I have sent the payment details to their support email once more.

@Kubo I have sent it and yet no response from them to acknowledge receiving the payment method

Helloooooo

Dear Malina Casino,

The player has already sent multiple emails with the requested information. Since the player is using a standard email service, I see no clear reason why these emails would not be received on your end - unless, perhaps, they were mistakenly filtered into your spam folder. Could you kindly check whether the player’s correspondence has been misclassified as spam?

Alternatively, as the player has already provided his payment details within this thread, would it be possible to process the withdrawal manually based on the information available here?

Thank you for your assistance.

Dear player,

We have sent you an e-mail regarding the payment details and what it needs exactly from the relevant department in order to initiate the payment. Please, kindly check.

Thank you for your cooperation.

Best regards,

MalinaCasino team

I have responded promptly

I still haven't been paid even after sending what was required

Dear eodioko82,

We kindly inform you that we have received and forwarded the payment details that you provided to us, to our payments team and your funds will be sent as soon as possible.

Thank you again for your patience and understanding.

Best regards,

Malina casino team

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

Dear eodioko82,

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,

Kubo