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Good morning, I closed my account in 2025 by communicating my gambling problem to Malina Casino. They closed the account and at the same time closed my Kingmaker account. Thanks to your intervention, if you look at my complaint, you can see that it already talks about Malina Casino as well as Kingmaker.

In February I received some emails from Malinacasino inviting me to play. They had practically reopened my account without my consent even though they were aware of my gambling problem, so they were inciting me to play, which is punishable by law to protect the player.

I would like to point out that in 2025 you dealt with another complaint of mine with Kingmaker who had adopted similar behaviour.

in that case you managed to do it

I get my money back

If you see in my complaint from 2025, in addition to King Maker, Malina Casino is also mentioned in the emails I sent you. I wrote that I had closed my account with Malina Casino due to gambling problems and that King Maker and Malina Casino are the same group, as I received an email as a reply from King Maker which had Malina Casino as the sender.

something a little strange

I also pointed this out to you

I trust in your help to get my money back

I feel cheated

Thank you

Buongiorno avevo chiuso nel 2025 il conto comunicando a Malina casinò il mio problema con il gioco, loro avevano chiuso il conto, contestualmente veniva chiuso anche il conto su kingmaker grazie al Vostro intervento se vedete nel mio reclamo potete notare che si parla a già di Malina casinò oltre che di king maker

le mese di febbraio mi sono arrivate delle mail da parte di Malinacasino che mi invitava a Giocare praticamente avevano riaperto il mio conto senza il mio consenso nonostante fossero a conoscenza del mio problema con il gioco quindi mi istigavano a giocare cosa punita dalla legge a tutela del giocatore

faccio presente che nel 2025 avete trattato un’altro mio reclamo con kingmaker che aveva adottato un comportamento simile

in quel caso siete riuscita far

i riavete i miei soldi

se vedete nel mio reclamo del 2025 viene nominato oltre a king maker anche Malina casinò elle mail che vi ho inviato vi scrivevo che avevo chiuso il conto con Malinacasino per problemi di gioco e che king maker e Malina casinò sono lo stesso gruppo in quanto mi fu inviata una mail come risposta da migmaker che come mittente aveva Malina casinò

una cosa un po’ strana

vi feci notare anche questa cisa

confido nel vostro aiuto per riavere i miei soldi

mi sento truffatto

grazie

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Malina Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted Malina Casino and asked them for a refund due to failed player protection? With what result?
• Could you please share any communication with the casino that led to your account being closed in mid-2025?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
• If you receive any errors when sending emails to me, try sending emails also from your @gmail.com inbox. We apologize for the inconvenience.

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

Best regards,

Tomas

I have more emails sent to Malina casino in 2025

if you see my other complaint with kingmaker you can see that I was talking about Malina casino and that I had closed the account

they are the same company Malina and kingmaker

they sent me a reply from kingmaker and how

sender was Malina casino

Le mail inviate a Malina casino nel 2025 me lo ho piu

se vedi l’altro mio reclamo con kingmaker puoi vedere che parlavo di Malina casinò e che avevo chiuso il conto

sono la stessa azienda Malina e kingmaker

mi hanno inviato una risposta da kingmaker e come

mittente c’era Malina casino

I tried to ask for a refund and they wrote me the same things they wrote me with King Maker

ho provato a chiedere il romborso mi hanno scritto le stesse cose che mi scrissero con king maker

I'm writing to you with gmail

Ti scrivo con gmail

If you read the email I sent you in detail you will notice that they have the same regulation

identical

they wrote me the same thing on kingmaker

then as soon as you intervened they proved me right

If you read the discussions of the previous complaint you will notice that I was talking about closing the Malina casino account

Se leggi la mail che ti ho inviato nel dettaglio noterai che hanno lo stesso regolamento

identico

mi hanno scritto la stessa cosa su kingmaker

poi appena siete intervenuti voi mi hanno dato ragione

se leggi nelle discussioni del precedente reclamo noterai che parlavo di chiusura conto Malina casinò

In the subject of the complaint you wrote closed without consent instead

they reopened it without my consent

Nell’oggetto del reclamo avete scritto accanto chiuso senza consenso invece

lo lo hanno riaperto senza il mio consenso

Thanks for your reply.

Please note that the regulator doesn't mandate extending the self-exclusion to associate brands. If you have opened an account in this online casino and only informed another casino of your gambling issues, you might not be protected.

Please let me know about the circumstances that led to your online casino closure in 2025, and provide supporting evidence.

My email is tomas@casino.guru

Thanks in advance for your reply.

I sent you an email

Ti ho inviato una mail

Thanks for your reply.

• Could you please clarify whether the screenshot of your chat comes from 2025?
• Have you saved any confirmation regarding the self-exclusion from Malina casino from the time your account was closed the first time?

Please let me know.

Good morning, I can't find anything on my email, phone number, or photo. Everything I'm going to say has been sent to you in the requests for the closure of King Maker in the 2025 complaint. If you read the emails I sent you, you'll see that I was talking about Marina Casino and the closure of the account. I invited you to the emails. Igor.p@casino.guru He followed me throughout the 2025 complaint. See if he has my saved emails.

As I wrote to you previously, in 2025, if I'm not mistaken, in the month of May or June I closed my account due to gambling problems, reporting my problem to Malina Casino and after sending a few emails, they closed my account in about a week after having sent many requests. In February 2026, they reopened it without my authorization despite knowing about my problem because it had already been reported at the closure in 2025.

If you contact the casino you will see that the account will be closed in 2025

I ask you to help me thanks

buon giorno non riesco a trovare nulla su mail e foto telefono tutto quello che vado vi e stato inviato nelle richieste della chiusura di King maker nel reclamo del 2025 se leggete le mail che vi ho inviato vedrete che parlavo di marina casino e della chiusura del conto, le mail le ho invite ad Igor.p@casino.guru lui mi ha seguito in tutto il reclamo del 2025 vedete se ha lui le mie mail salvate,

come vi ho scritto in precedenza nel 2025 se non erro nel mese di maggio o giugno avevo chiuso il conto per problemi di gioco segnalando a Malina Casino il mio problema e dopo qualche mail inviata mi hanno chiuso il conto circa in una settimana dopo aver inviato tante richieste, nel febbraio 2026 lo hanno riaperto senza la mia autorizzazione pur sapendo del. mio problema perché segnalato già alla chiusura nel 2025

se contattate il casino vedrete che risulta la chiusura del conto nel 2025

vi chiedo di aiutarmi grazie

They still send me emails with promotions, it's a shameful thing

ancora mi inviano mail con promozioni è una cosa vergognosa

I would like to point out that the account was closed in 2025 due to self-exclusion for gambling reasons.

You should contact Malina Casino and verify everything thanks

faccio presente che il conto nel 2025 e stato chiuso per autoesclusione per motivi di gioco

dovreste contattare malina casino e verificare il tutto grazie

Thanks for your reply.

I can see you mentioned Malina Casino in your previous complaint; however, there is no evidence similar to what you provided in your previous case against Kingmaker. Without similar evidence of informing the casino, we can only recommend that you send a new self-exclusion to Malina Casino to be protected. If you have already sent a new self-exclusion since your complaint began, and your account is still open, and you are still receiving marketing communication, please let me know.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Malina Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Looking forward to your reply.

The account was already closed in 2025 due to self-exclusion for gambling reasons

if you can ask Igor I sent him some emails for the complaint with kingmaker I lost all the old emails which I also forwarded to Malina casino

As of today the account has been closed again at my request

if you contact Malina casino they will confirm that the account was closed in 2025 they have all the chats and emails

Il conto è stato già chiuso nel 2025 per Autoesclusione per motivi di gioco

se puoi chiedere ad Igor gli ho inviato delle mail per il reclamo con kingmaker io ho perso tutte le mail vecchie che ho girato anche a Malina casinò

ad oggi il conto è stato chiuso nuovamente su mia richiesta

se contattate Malina casinò vi confermeranno che il conto era stato chiuso nel 2025 loro hanno tutte le chat e le mail

Thanks for your reply.

Could you please specify the amount you were able to deposit in the casino after your account was reopened? Is the amount the same as in your Kingmaker complaint? Please let me know.

No different amounts

No importo differenti

These are the payments

Questi sono i versamenti

I forwarded the payments to you

Vi ho girato i versamenti

Dear Utente74,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you for your seriousness

Grazie per la vostra serietà

Dear Utente74,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Malina Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Malina Casino representative to join this conversation and participate in resolving this complaint.

Dear Malina Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Utente74,

We kindly apologize for the inconvenience.

We want to convey that we were not informed about your gambling problems when you initially requested account closure.

Furthermore, we want to assure you that your account has been permanently closed.

Our team is reviewing your report and we'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

MalinaCasino Team

I had closed the account in self-exclusion for gambling reasons, don't say that you didn't know anything and that you weren't informed

It's not true, I warned you, you asked me if I wanted bonuses instead of asking for the account straight away and I refused, informing me of my problem, the account was closed at my request due to self-exclusion for gambling reasons in 2025, you reopened it without my consent, a real shame

Avevo chiuso il conto in Autoesclusione per motivi di gioco non dite che non sapevate nulla e che non eravate stati informati

non è vero vi avevo avvisato mi avevate chiesto se volevo dei bonus invece di chiedere subito il conto ed io ho rifiutato avvisandomi della mia problematica il conto è stato chiuso su mia richiesta per Autoesclusione per motivi di gioco nel 2025 lo avete riaperto senza il mio consenso una vera vergogna

No one has authorized you to reopen the account without consent

Nessuno vi ha autorizzato ha riaprire il conto senza il consenso

Dear Malina Casino,

Could you please share with us the initial conversation that led to the blocking of the player’s account?

Thank you for your cooperation.

We would like to ask the 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’ which may negatively affect its rating.

they know they made a mistake they will never respond they reopened my account without my authorization

they scammed me with a criminal complaint

sanno che hanno sbagliato non risponderanno mai hanno riaperto il mio conto senza la mia autorizzazione

mi hanno truffato da denuncia penale

Dear Igor,

We kindly request to check the information provided via email.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Dear Malina Casino,

Thank you for your email.

I have reviewed it and requested additional information.

Please let us know once you have had a chance to reply.

Dear Igor,

We would like to confirm that we provided the required information.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Dear Malina Casino,

Could you please also forward me the history of all the player’s deposits and withdrawals?

Thank you in advance.

Dear Igor,

We would like to inform you that we've provided you the required information.

If you have additional questions, don't hesitate to contact us.

Kind Regards,

Malina Casino Team

Dear Utente74,

After a thorough review of this case, I have come to the following conclusion.

The casino provided the original conversations in which you requested your account to be closed. However, during the communication, no gambling problem, self-exclusion, or similar term was used. Therefore, your account was never closed due to a gambling-related problem, and a later reopening was possible.

Additionally, no evidence was provided showing that you requested your account to be closed specifically at Malina Casino.

Please note that when requesting self-exclusion, you must send this information via the dedicated channel and for each casino separately.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor