Malina Casino - プレイヤーの出金リクエストが遅れ、アカウントに問題が発生します。

I am filing this complaint regarding the disappearance of €16,000 from my Malina Casino account.

I requested withdrawals several times, but your platform enforced an unreasonable €500/4-day withdrawal limit, making it impossible to cash out the full amount.

Additionally, I attempted to self-exclude permanently, but Malina Casino does not offer this basic responsible gambling option — a violation of Curaçao licensing rules.

Eventually, I lost the entire amount due to the lack of proper player protection, despite my written requests for account closure and withdrawal.

I request a full refund of €16,000 due to your failure to provide:

– Accessible withdrawal of available balance

– Permanent self-exclusion option

I have attached screenshots of my communication and the delay in processing my initial €400 withdrawal (which took 9 working days).

I hope Casino Guru will assist in resolving this case fairly and promptly.

Dear SafePlayer22, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the responsible gambling section and have found the following information:

If you think that you need a break from gambling, you can contact the support team and we will exclude you for a while;

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;

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• When did you request a self-exclusion from the casino? Have you informed the casino about the reason for self-exclusion - gambling addiction?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 
• Can you please provide the exact dates of all your withdrawal requests?
• Was your withdrawal request of €500 from 10.06.2025 processed by the casino, or have you cancelled it on your own and gambled the money?

Thank you very much in advance. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you again for your assistance and understanding regarding my complaint (ID 734057) against Malina Casino.

Below I have outlined all relevant information to help you understand my situation clearly and completely:

1. Self-exclusion / Account Closure 

On 26 June 2025, after losing control over my gambling behavior and seeing my balance of €16,000 disappear, I sent an email to Malina Casino requesting the immediate and permanent closure of my account. 

While I did not formally state the words "gambling addiction," it was clear from my request that I needed urgent support and to be prevented from accessing the account.

📎 *Attached: my account closure request email from 26 June.*

2. Casino Behavior After Closure Request 

Despite my clear request to close my account, the casino continued to send me promotional emails and bonus offers, encouraging me to return and play again. These emails were sent while I was in a highly vulnerable state and should not have been received. This lack of responsible gambling action contributed directly to my continued losses.

3. Deposits and Withdrawals 

Before things got out of control, I had deposited €700 into my account. 

From 30 May to 25 June 2025, I made repeated attempts to withdraw winnings, but the casino imposed strict limitations (3 withdrawals per week, max €500 each), and support was slow to respond.

Only one withdrawal of €400 was processed on 20 June — despite multiple requests. In total, I was able to withdraw just €900 out of a €16,000 balance.

🗓️ **Withdrawal timeline:**

- 30 May: €500 

- 2 June: €500 

- 5 June: €500 

- 10 June: €500 (cancelled after delay) 

- 13 June: €500 (cancelled) 

- 17 June: €500 

- 20 June: €400 (only completed) 

- 24 June: €500 (pending/unprocessed)

4. Pressure and Psychological Triggers 

Each time I tried to withdraw funds, the delays and unresponsiveness pushed me into cancelling the request and gambling again, hoping to recover what I had earned. This became a cycle, and I ultimately lost everything. The casino made it extremely easy to deposit, but almost impossible to withdraw or protect my balance.

5. Lack of Timely Support 

Throughout this period, the support team was either unresponsive or delayed. I sent several emails and waited days without replies. This added more stress and made me feel powerless to recover my funds. I strongly believe these delays were not accidental but a harmful pattern.

6. Final Outcome 

Although my balance had reached over €16,000, I only received €900 back. I believe the casino’s handling of my requests, their failure to take responsible action, and their choice to send bonuses after my closure request all directly led to this result.

---

### ❗ Conclusion

I acknowledge I was struggling, but I reached out for help and tried to withdraw multiple times. Instead of support, I faced restrictions, delays, and further pressure to gamble.

I kindly ask Casino Guru to support me in recovering the funds I attempted to withdraw during that period. Please let me know if any additional evidence is needed.

Thank you once again for your help and commitment to fair play.

Sincerely, 

[hidden by Casino.Guru]

Thank you very much for your reply, SafePlayer22. I don't see any self-exclusion requests on the screenshots you attached, nor have I received any emails from you. Could you please forward me the self-exclusion requests you sent to the casino at natalia.b@casino.guru? Thank you.

Dear Natalia,

I am writing to submit final, decisive evidence in support of my ongoing complaint against Malina Casino, involving serious misconduct, irresponsible gambling practices, and deliberate financial harm.

📌 Case Overview:

I formally requested self-exclusion and clearly indicated loss of control over my gambling behavior.

Malina Casino ignored this request and allowed me to deposit over €16,000 after my original request.

They blocked my withdrawals, leaving my balance inaccessible despite multiple attempts.

Only €900 was ever successfully withdrawn, with the remaining funds frozen or canceled.

Despite my self-exclusion request and visible signs of harm, the casino continued sending promotional offers, enticing me to deposit more.

📷 New Evidence Submitted:

Screenshot 1: SMS promotional offers from Malina Casino sent after my exclusion request, offering up to €700 and 50 free spins.

Screenshot 2: Platform message: "Withdrawals blocked – restricted by the provider", while my account showed €16,246.01 in real balance.

Screenshot 3: Email from Malina Casino informing me that my withdrawal was canceled ("Η ανάληψή σας ακυρώθηκε"), without justification.

Screenshot 4: Confirmation that the platform never offered a permanent self-exclusion tool, violating Curaçao eGaming basic policy requirements.

⚠️ Clear Violations:

Predatory behavior: Encouraged deposits while blocking access to funds and ignoring self-exclusion.

Lack of compliance with responsible gambling obligations, such as:

No permanent self-exclusion option.

Continued promotional messaging after exclusion request.

Intentional obstruction of withdrawal, leading to financial harm.

Emotional exploitation of a vulnerable user, who repeatedly sought help and was instead pushed deeper into losses.

🧨 Intentional Strategy of Harm:

This is no longer just a case of failure to exclude a player. The platform strategically blocked withdrawals, while sending SMS promotions to lure further deposits, all during a period when it was fully aware of my vulnerable state.

This pattern suggests deliberate engineering of loss, rather than negligence. No player should be denied access to their funds while simultaneously being encouraged to gamble more.

🙏 My Request:

In light of this new and overwhelming evidence, I kindly request:

That Casino Guru officially supports my demand for full reimbursement, amounting to €16,246.01 minus €900 already withdrawn.

That Malina Casino be held accountable for systemic breaches of fair play, financial transparency, and player protection.

That this case be escalated to Curaçao eGaming or other relevant regulatory bodies, as it constitutes unethical and potentially unlawful behavior.

Thank you for your commitment to fairness in online gaming. I am deeply grateful for your continued support in this matter.

Please let me know if any further clarification or documentation is needed.

Kind regards,

Dear SafePlayer22, I totally understand your concerns, however, we are missing the most essential piece of evidence from your side. There's no self-exclusion request in the screenshots you attached. If you want us to proceed with your complaint, I need to review your self-exclusion request to the casino since you accused the casino of failing to implement protective measures on your account. Please forward the required proof of your self-exclusion requests to my email at natalia.b@casino.guru.

The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, if there's no evidence of the failed self-exclusion provided, we cannot ask the casino to refund your lost winnings.

Dear Natalia,

Thank you for your reply. I would like to clarify and emphasize the following:

While the screenshots may not include the exact term "self-exclusion," I explicitly contacted the Malina Casino support team requesting account closure to stop my gambling, as I was losing control. I can assure you that the context of my message was rooted in problem gambling, even if I did not use that exact phrase. The intent was crystal clear: to stop playing and prevent further losses.

Unfortunately, my request was not honored. My account remained open, and I was allowed to deposit additional funds — even though I had clearly stated my intention to stop gambling. This is a direct failure of protective measures, especially under the standards of responsible gaming.

I would also like to point out that I had €16,000 in balance at the time, which I ultimately lost because my exclusion request was ignored. Moreover, despite the large balance, my withdrawal attempts were rejected or delayed, while the casino continued to send me promotional offers encouraging further gambling behavior.

Respectfully, I must insist that it is unfair and unethical to place the entire burden on the player, especially when clear communication was made, and the casino failed to act appropriately. Responsible gambling measures exist exactly to protect vulnerable users who may not articulate their struggle in perfect legal terms.

I request a full refund of all lost funds after my exclusion request was submitted. If this matter is not taken seriously, I will escalate it to regulatory bodies, public forums, and organizations that advocate for player protection.

Let me know if you require further documentation, but I expect a fair and responsible review of this case.

Dear SafePlayer22,  

Thank you for your response. I fully understand how distressing this situation is for you. However, since you have never explicitly informed the casino about your gambling addiction nor shared any evidence with us to confirm that you have actually asked to close your account for whatever reason, we cannot uphold your complaint. Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. Unfortunately, if you haven't notified the casino about your gambling issues, your funds are considered to be lost during the standard gameplay and cannot be reinstated.

Let me share a few recommendations for any future self-exclusion requests. When applying for self-exclusion, always 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."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. 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 any issues with this or any other casino in the future.

Regards,

Natalia