Malina Casino - カジノのウェブサイトがブロックされているようです.

I joined this site yesterday. Deposited €50, no bonus, won €1572. Tried to withdraw but had to verify email. Would not send me verification email. Contacted support via web chat, emailed support no reply, contacted web chat again 24 hours later, told email was verified and then my account was closed. Unable to log in and emails being ignored. When I go on live chat they tell me site is down and they can not access account

Dear anig1081,

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. Could you please advise if you were prompted to submit any personal documents for the KYC verification? Were your winnings accumulated with or without an active bonus? Do I understand correctly that the website itself is available but your account got blocked?

Please forward any relevant screenshots and try to clear cache & cookies. My email address is petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela

I emailed you all the informaiton I have.

Thank you

Thank you very much, anig1081, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks Petronela

Hello anig1081,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Malina Casino to join this conversation and share more information regarding the case. Can you please provide any reason why the player's account has been blocked?

Thank you.

Kind regards,

Tomas

Hi Tomas,

I have sent you an email.

Many Thanks

Dear all,

Thank you for reaching out.

We would like to inform you that the user’s account was closed for RG reasons, which the user was informed about via email on August 30th.

The balance of the user at the moment of closure has been paid out.

Should you have any other questions, feel free to contact us.

Best regards,

MalinaCasino.com

Dear Malina Casino,

We would like to inform you that the player has confirmed receipt of the payment.

Here's a direct quote:

"Hi Tomas,

Thank you for your support and advice. The money has been received.

Kind Regards

Gina"

As the complaint is now successfully resolved, we will close it as ‘resolved’ in our system. 

Kind regards,

Tomas

Hi Tomas,

Apologies I was in hospital and only getting to reply now. Thank you and Casino Guru for your support and assistance. Thanks to you and your team the issue was resolved.