Malina Casino - プレイヤーは自己排除後に払い戻しを要求します。

I self-excluded from this casino, yet they allowed me to continue making deposits. I want them to refund the 540€ I spent due to their negligence, as I had already requested self-exclusion.

en este casino me di de autoexclusión y ellos me siguieron dejando hacer depósitos, quiero que me devuelvan los 540€ que me gasté por su negligencia, yo había pedido la autoexclusión.

Dear j5pdyq722k,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear j5pdyq722k,

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.