Malina Casino - プレイヤーはボーナスを受け取らないことについて不平を言います。

this house is a fraud, first that my friend and I created an account in it and my friend won a prize and could not raise and then blocked his account and in my case I deposited more than 10 times and never entered the bonus or even fed gambling, gambling for over 5 years and this casino is no good, I do not recommend it.

Dear Luiz Felipe,

Thank you very much for submitting your complaint through our website. In order for me to be able to help you with this case, could you please be more specific? Firstly, if your friend experienced a problem regarding any casino, I would recommend him to file a complaint through our website. We shouldn’t discuss third party details here. Secondly, did you request or have you been offered any bonus from the casino? Please could you forward to me any relevant communication between you and the casino? Thank you very much in advance.

Bets regards,

Petronela

They blocked my account and won't let me in, they say I have a duplicate account and that's not true.

Eles bloquearam a minha conta e não permite que eu entre,falam que tenho conta duplicada e isso não é verdade. 

Dear Luiz Felipe,

Thank you very much for your reply. I contacted the casino.

Hopefully, together, we will be able to help you as soon as possible.

Best regards,

Petronela

We would like to ask the Malina Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Luiz Felipe,

Please could you provide your username, so the casino can investigate? I sent you an email few days ago, asking for the same information, but it seems to be lost somewhere in the cyberspace. I hope with a proper investigation from the casino’s side, we will be able to resolve this case as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Miguel,

We would like to kindly point out, that your account has been thoroughly checked by our Security Department and was recognized as duplicate. Please note, that according to Terms and Conditions of our Site only one gaming account is allowed per one IP address. Any other accounts that are opened on the Website will be considered as Duplicate Accounts and in this case the Casino reserves the right to close all of the Duplicate Accounts without prior written notice or any explanation.

We hope, that the provided response clarifies the issue and shall you have any further questions, please, do not hesitate to contact us for any further assistance.

Best regards,
MalinaCasino.com

I am not Miguel, I am Luiz Felipe and I can prove it, Miguel is my housemate and has an account in Malina too, he also has to prove, the problem is that I deposited a lot of money and no chances of winning.

Não sou o miguel, sou o Luiz Felipe e tenho como provar,miguel é meu colega de casa e tem conta no malina também, ele tbm tem como provar, o problema é que eu depositei muito dinheiro e sem chances de ganhos .

Dear Luiz Felipe,

Please understand, that even if you declare that it was a different person who has opened an account in the casino, if the person did it from the same IP address, it might look as it was you. Did your friend opened his account from the same IP address? 

I checked once again T&Cs and this is what I found: "3.3 Only one gaming account is allowed for your real personal data. Opening an account is allowed only for one person, usung one address, one phone number, and one IP address. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts." In that case, the Casino reserves the right to close all of the Duplicate Accounts and to apply the following sanctions: each action performed using a Duplicate Account is considered void. If while the Duplicate Account was active, monetary funds, bonuses, or winnings were withdrawn from the Duplicate Account, these will be lost and the Casino retains the right to ask for the return of those assets. MalinaCasino reserves the right to cancel bets, reject bonuses of any kind, cancel participation in any promotion, as well as permanently ban any client from the bonus program of the Website. It also reserves the right to disallow opening an account or close an existing account without prior written notice or any explanation." 

Please could you confirm for me that the casino doesn’t hold any of your deposits? I am sorry I can’t help you more in this case.

Best regards,

Petronela

Dear Luiz Felipe,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.