Malina Casino - 플레이어의 계정 폐쇄 요청이 무시되었습니다.

This casino is completely ignoring their T&Cs and any kind of responsible gaming. I sent them over 20 requests to have the account closed, all of which have been ignored. According to their terms they should reply within 24 hours to such requests. Instead they kept sending me bonuses. I sent emails to their support, complaints, vip and didn't get any kind of response to most of the emails. They closed the account only 23 days after my first request to have the account closed, after I had to submit the complaint with their license provider.

Dear hellokitty123,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. To better understand your situation, could you please clarify the following points?

• Was March 9 the first time you mentioned gambling-related issues as the reason for requesting account closure?
• Have you made any deposits to the casino after March 9?
• Have you completed the full KYC verification process?
• Has the casino provided any information regarding a potential refund for the deposits made after your closure request, given that they failed to protect you as a vulnerable player?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

I probably have not mentioned gambling issues before the 9th but in their terms they say players need to request account closure via email and would get a response within 24 hours. I did not get any reply.

I made many deposits after the 9th, I was too ashamed to even count so the total is even worse than I thought. From 10th there were over 24k deposits. I sent probably over 20 requests to have the account closed to VIP, Support, Complaints and even live chat and didn't get any help.

They never asked for KYC check, when I looked to upload the KYC on the account it said it was not needed.

The casino never replied to most of my emails, and not once mentioned any kind of compensation. I never received any reply from support@malinacasino.com or complaints@malinacasino.com, despite sending them multiple emails and even VIP ignored most of my emails.

Thank you for your help. The worst part is that they keep totally ignoring me which just makes you feel completely helpless. It's not only that they take money from you in unethical way but they put people in bad situation by kind of playing with their lives.

Hello Veronika,

I would like to give you an update. The casino came with an offer of 19k refund which I accepted. I will keep you posted on the progress of the payment. I appreciate your help and also that the casino came with a response to my request at last.

Thank you

Thank you for letting me know. Could you please forward me the email from the casino with the refund offer? My email address is veronika.f@casino.guru. Have you received any updates regarding your refund in the meantime?

I put you in CC of the followup email. Last week I sent them the requested information for the payment but so far I got no updates on when the payment will be processed.