Malina Casino - プレイヤーのアカウントは資金が残っている状態で閉鎖されました。

On the 6th of July 2024 I had deposited a total amount of 3400$ and around midnight I didn’t realise that I had automated spin on which I had thought someone was playing my account in which they had closed it but before they closed it I had deposited another $500( totalling $3400) it had been accepted and taken out of my account and before I even played my account was closed and I was told I need to contact by email there support system, I have been waiting nearly a month without any response and seems like they have just decided to keep the remaining funds on the account and not reply to my emails, they have replied consistently with an automated message stating they are forwarding me to Manuel withdrawal department in which I have not had any response since. I have spoken to there live chat in which I keep getting different answers including 1 starting it would be refunded 5 days later (it’s been a month)

Hello Lachlan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Malina Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was the account closed on your request? Did you try to ask them just to withdraw your remaining balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey nick

i Had only opened my account that day so it hadn’t been verified yet, no the account had been closed by then I’m guessing because I had said to them that I thought my account was being used by another. On the 7th of July( the next day) I had emailed them regarding the remaining balance being withdrawed in which I was emailed saying they would forward me to the relevant department and I have been constantly emailing and getting same response

Hello Lachlan,

Did you contact their e-mail support (as live chat is not sufficient) in order to withdraw your remaining balance? If yes, can you please forward the communication to nikolas.b@casino.guru? If not, please do as soon as possible.

Sending them over now

Hello Lachlan,

Did you try to ask the casino if it is possible to withdraw with a different payment method if they seem to have issue with the bank transfer? Or you would prefer the bank transfer instead of for example cryptocurrency or other platform?

Dear Lachlan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.