Malina Casino - Spelarens konto har stängts utan anledning.

Dear Casino Guru team,

I am filing this formal complaint against MalinaCasino for a very serious and clear violation of international Responsible Gaming regulations, as well as for the failure to pay out regularly won bets and VIP benefits.

I am a VIP user of the platform (Username: cirofierro99) and I wish to assert my rights on the following points:

1. RESPONSIBLE GAMING VIOLATION (Failure to Close Account): On July 3, 2026, I sent an official and unequivocal request for the immediate and permanent closure of my account due to issues with my gaming sessions. Instead of immediately blocking my access to protect me, as required by the license terms, the VIP team and support deliberately ignored my messages for days in an attempt to detain me. Due to this serious omission, I was unable to make subsequent deposits totaling approximately €1,200. I request a full refund of this €1,200, as it was accepted by the casino after my explicit request to stop.

2. WINNING BETS UNFAIRLY VOID (€70): On Saturday, July 4th, I placed live bets on the "First Half" market for the AZ Alkmaar vs. Gent friendly match (Coupon IDs: 5151064297 and 5151010313). Goals were scored in the 41st and 42nd minutes of the first half. The casino subsequently voided the bets, refunding only the stake, citing the fact that the match was played over two halves of 50 minutes in total. This reasoning is completely baseless: the "First Half" market objectively ended on the pitch before the standard 45 minutes and was validated by all global providers. I demand my net winnings of €70. I would also like to point out that bet ID: 5151330736 (Servette - Stade Nyonnais), which was also won in the first half, has been stuck "In Progress" at 0-0 for days.

3. VIP CASHBACK WITHDRAWAL: The casino has been withholding and refusing to calculate my Weekly VIP Cashback for two consecutive weeks, with no explanation.

After having communicated to the platform the intention to proceed with legal action and having sent a formal report to the Curaçao eGaming Authority ( complaints@curacao-egaming.com ), support and VIP Managers applied "radio silence", ignoring all my messages.

I have all the screenshots with timestamps of the ignored closure emails, the betting coupons, and the unfounded support responses. I'm requesting Casino Guru's mediation so that the operator can permanently block my account and fully refund me what I'm owed (€1,270 in total plus cashback).

Thank you for your help.

Spettabile team di Casino Guru,

Apro questo reclamo formale contro MalinaCasino per una gravissima e palese violazione delle norme internazionali sul Gioco Responsabile, oltre che per il mancato pagamento di scommesse regolarmente vinte sul campo e benefici VIP.

Sono un utente VIP della piattaforma (Username: cirofierro99) e desidero far valere i miei diritti sui seguenti punti:

1. VIOLAZIONE GIOCO RESPONSABILE (Mancata chiusura conto): In data 3 luglio 2026 ho inviato una richiesta ufficiale e inequivocabile di chiusura immediata e definitiva del mio account a causa di problematiche legate alle mie sessioni di gioco. Invece di bloccare l'accesso istantaneamente per tutelarmi, come previsto dai termini di licenza, il team VIP e il supporto hanno deliberatamente ignorato i miei messaggi per giorni al fine di trattenermi. A causa di questa grave omissione, sono stato messo in condizione di effettuare successivi depositi per un totale di circa 1.200€. Chiedo il rimborso integrale di questi 1.200€, in quanto accettati dal casinò dopo la mia esplicita richiesta di stop.

2. SCOMMESSE VINCENTI ANNULLATE INGIUSTAMENTE (70€): Sabato 4 luglio ho piazzato delle giocate Live sul mercato "Primo Tempo" dell'amichevole AZ Alkmaar - Gent (Coupon ID: 5151064297 e 5151010313). I gol sono stati segnati regolarmente al 41° e 42° minuto della prima frazione di gioco. Il casinò ha successivamente annullato (fatto void) le scommesse rimborsando solo la puntata, accampando come scusa il fatto che l'incontro si è disputato su due tempi da 50 minuti complessivi. Questa motivazione è totalmente priva di fondamento: il mercato "Primo Tempo" si è concluso sul campo in modo oggettivo prima dei 45 minuti standard ed è stato validato da tutti i provider mondiali. Esigo le mie vincite nette pari a 70€. Segnalo inoltre che la scommessa ID: 5151330736 (Servette - Stade Nyonnais), anch'essa vinta nel primo tempo, risulta bloccata "In Corso" sullo 0-0 da giorni.

3. SOTTRAZIONE CASHBACK VIP: Il casinò sta trattenendo e rifiutando di calcolare il mio Cashback VIP Settimanale da due settimane consecutive, senza alcuna spiegazione.

Dopo aver comunicato alla piattaforma l'intenzione di procedere per vie legali e aver inviato una segnalazione formale all'autorità di Curaçao eGaming (complaints@curacao-egaming.com), l'assistenza e i VIP Manager hanno applicato il "silenzio radio", ignorando ogni mio messaggio.

Ho a disposizione tutti gli screenshot con i timestamp delle email di chiusura ignorate, i coupon delle scommesse e le risposte infondate del supporto. Chiedo la mediazione di Casino Guru affinché l'operatore proceda al blocco definitivo del conto e al rimborso totale di quanto mi spetta (1.270€ complessivi più il cashback).

Grazie per il vostro aiuto.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Zimm98;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

• Please note we are unable to assist you with any sports-betting-related issues.
• Have you asked the casino for a comment regarding the cashback not being credited? When was the last time you received it? Have you participated in other promotions during the affected period?

Please note, based on publicly available information, our data team concluded the casino currently operates without a valid license. Thanks for your understanding.

Thank you in advance for your cooperation.

Best regards,

Tomas

Hi Tomas, I just sent you the full detailed history and 7 proof photos directly via email to your address tomas@casino.guru , as requested. I look forward to hearing from you.

Ciao Tomas, ti ho appena inviato tutta la cronologia dettagliata e le 7 foto di prova direttamente via email al tuo indirizzo tomas@casino.guru, come richiesto. Resto in attesa di un tuo riscontro

Thanks for your patience.

I went over the information you shared via email.

Please note we can ask the casino to return money spent on gambling only if we can conclude the casino should have protected you, such as in situations when you disclose gambling issues to the casino. The communication from July 3rd can't be considered a disclosure of gambling issues.

Since the casino has already closed your account, there is little we can accomplish. Please let me know if there is anything I might have overlooked or haven't considered regarding your complaint.

Dear Tomas,

Thanks for your analysis. I understand your point about the July 3rd email, but I believe there's a crucial detail that's been overlooked: the casino's behavior in the days that followed and my explicit statements about the difficulties.

Although in my initial email on July 3rd I requested immediate and permanent closure without explicitly using the term "addiction," in the following days I clearly expressed to my VIP manager my uncomfortable situation and the absolute necessity to stop.

Instead of protecting me and closing my account as requested, Malina's VIP manager ignored my warnings and continued to aggressively offer me bonuses and incentives to push me to deposit more, further aggravating my situation.

The seven photos I emailed clearly show that the casino was fully aware of my desire to stop trading and my vulnerability, but they deliberately exploited this to get me to spend more money before permanently closing my account.

I kindly ask you to review the conversations with the VIP manager included in the screenshots, as they demonstrate a clear violation of the principles of player protection and Responsible Gaming.

Caro Tomas,

Grazie per la tua analisi. Capisco il tuo punto di vista sulla mail del 3 luglio, ma credo che ci sia un dettaglio fondamentale che è stato trascurato: il comportamento del casinò nei giorni successivi e le mie esplicite dichiarazioni di difficoltà.

Anche se nella mail iniziale del 3 luglio ho chiesto la chiusura immediata e definitiva senza usare esplicitamente il termine "dipendenza", nei giorni seguenti ho espresso chiaramente al mio VIP manager la mia situazione di disagio e la necessità assoluta di fermarmi.

Invece di tutelarmi e procedere alla chiusura del conto come richiesto, il VIP manager di Malina ha ignorato i miei segnali di difficoltà e ha continuato a offrirmi bonus e incentivi aggressivi per spingermi a depositare ancora, aggravando la mia situazione.

Nelle 7 foto che ho inviato via email, si vede chiaramente che il casinò era perfettamente a conoscenza della mia volontà di interrompere l'attività e della mia vulnerabilità, ma ha scelto deliberatamente di sfruttarla per farmi spendere altri soldi prima di chiudere definitivamente l'account.

Vi chiedo gentilmente di riesaminare le conversazioni con il VIP manager incluse negli screenshot, poiché dimostrano la palese violazione del principio di tutela del giocatore e del Gioco Responsabile.

Thanks for the explanation.

I went over the communication you provided, and I can see you specified gambling issues in your communication on July 13th. If there is any other earlier communication to support your complaint, please share it with me at tomas@casino.guru

Looking forward to your reply.

Thanks for your patience.

I went over the evidence once again, and I am afraid I don't have good news for you.

Please note that we can pursue a refund of money that was spent on gambling only in situations where we can conclude the casino should have protected you after you informed the casino of your gambling problems. From our perspective, simple account closure requests aren't a sufficient signal to trigger player protection. Without further evidence, we are unable to confront the casino.

Later, after you informed the casino, you confirmed the casino closed your account, which we would consider an acceptable outcome. Regarding any sports-betting-related issue, we recommend you contact a service that accepts sports-betting complaints.

For more resources on responsible gambling, centers for professional help, and strategies on how to reduce your exposure to online gambling, please check our responsible gambling guide here: https://casinoguru-it.com/guide-gioco-responsabile

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 any online 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.