Malina Casino - Виграш гравця конфісковано.

286€ stolen by this casino

193€ condition to finish and 94€ winnings not paid

286€ de voler par ce casino

193€ condition terminer et 94€ de gains pas payer

Dear Alba696,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I cannot assist you with this case, and I will need more information. Could you please elaborate? How did the casino steal your winnings?

I will be patiently waiting for your reply.

Best regards,

Kristina

I deposited €20 received €20 (100%)

I played on games with 0.9 per turn

At €193.9 last bet I get a bonus on the game

Balance 193€ winnings on the games 93.72€

Suddenly my account shows €0 and the winnings of €94 are not credited

I contact the chat who gives me the €193 but with conditions of 5790€ (30X)

I explain to them that it's wrong it's my money the conditions were met.

He corrects said but this time I go from 5790€ to 1000€ of condition again I tell them that I met the conditions which were 600€ and they don't want to understand anything I contact them by email and no answer in short it's dishonest and cheaters

Thank you very much for your reply, Alba696. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Alba696,

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.

I have send to your email

Thank you very much, Alba696, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Alba696,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite Malina Casino to join the conversation.

Dear Malina Casino,

Upon reviewing the screenshots from the player, it looks like the player has finished the wagering of the bonus, thus the funds in their account at that time should have been considered real money.

While I appreciate that your team has recredited the player with the funds, but as these were just bonus funds that have to be wagered again, this does not entirely seem like an appropriate resolution of the issue. Please forward me the player's full game log including the progress of the bonus wagering to review the course events at michal.k@casino.guru

For your information this casino has never answered, I sent many emails and I told them that the €193 + €94 of winnings were mine and I NEVER got them back in chat I had to wait a total of nearly 10 hours each time it is to wait 1 hour then change of colleague then our specialists will keep you informed and never they 1 single return from this casino not even a hello it’s not a correct casino! At the registration we have the choice to choose or not to be registered for advertising which I had refused since can I start to receive offers by sms when I contact them by telling me that I would no longer receive anything within 24 hours in short it continues lol but how to continue on a casino of thieves? Loooool

Chat started on 28 Feb 2025, 12:40 AM (GMT+0)

(12:40:28)*** Amir joined the chat ***(12:40:28)Amir

Hi thieves when will I get my money?

(12:43:15)*** Alonso joined the chat ***(12:43:19)Alonso

Hello, welcome to our live chat!

(12:43:25)Alonso

Please note that repeated attempts to contact the Live Chat using inappropriate language, may result in a temporary or permanent ban from our chat service.

(12:43:57)Amir

Hi you took my money it's called co

(12:44:10)Amir

how?

(12:44:35)Amir

When you take someone's money, isn't that stealing?

(12:45:01)Amir

I sent a lot of emails and never got a response!!!

(12:45:07)Alonso

What money sir?

(12:45:13)Amir

MY MONEY

(12:45:28)Alonso

Could you explain your case to me please?

(12:45:32)Amir

193€ and 94€ winnings on a game that I never received

(12:46:19)Amir

I HAD 193€ in my REAL money account AND IN PLAIN GAMES I WON 94€ and your colleague took everything from me

(12:46:35)Amir

What do you call that?

(12:47:10)Amir

I'm not insulting you, I'm just telling the truth that this casino is not honest!

(12:47:32)Amir

I sent at least 20 emails and never received a response from your specialists!

(12:49:02)Amir

And it's always the same in chat! You tell me to wait for a change of colleague then be patient then you will be contacted by email and I NEVER GOT A RESPONSE

(12:49:30)Amir

What would you do in my place????

(12:50:01)Alonso

Please let us know. To further verify the missing earnings, our team needs the following information:

- Name of the game

- Amount of missing winnings

- Time the error occurred

- Bet amount

- Balance before error

- Explanation of what happened

You can check your gaming activity from your profile in the history section.

(12:50:11)Amir

I ALREADY SENT!!!!!!!!!!

(12:50:25)Alonso

By email?

(12:50:36)Amir

In chat and by email YES

(12:50:47)Amir

This problem has been going on for 1 month

(12:50:51)Alonso

Let me check this for you. Please wait a few minutes while I check your account.

(12:51:22)Amir

And NOBODY ANSWERS EMAILS

(12:52:06)Alonso

I will inform them, thank you for your patience.

(12:52:25)Amir

PFFFF STILL THE SAME ANSWER WAIT

(12:52:41)Amir

Then it will be a change of colleagues

(12:52:53)Amir

And then you will be contacted by email!

(12:53:51)Amir

I contacted the casino guru forum and they are waiting for your service to explain why you are not giving me my money?!

(12:54:34)Alonso

It's good I got the answer

(12:54:37)Amir

And of course on my account and under review for several days but NO RESPONSE

(12:54:57)Amir

And what did they tell you?

(12:55:03)Alonso

Unfortunately there is nothing to credit because you have not lost anything unfortunately it is an administrative decision.

(12:55:38)Amir

So you won't give me the 193€ and the 94€ winnings?

(12:56:11)Amir

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URL: https://peachhelpsupport.zendesk.com/attachments/token/maq5zuV2kqBGLtpEhmj7GElVs/?name=IMG_7535.png

Type: image/png

Size: 9649628

(12:56:19)Amir

Did I invent this gain?

(12:56:53)Amir

Oddly enough I win €93.72 but my account is at €0 how did I lose nothing?

(12:57:28)Alonso

I understand you Amir but unfortunately it is an administrative decision.

(12:57:40)Amir

This is stealing

(12:57:52)Amir

Basically you are thieves

(12:58:10)Alonso

This chat session will now be terminated, due to inappropriate use of language.

(12:58:26)Amir

You are thieves and dishonest

(12:58:49)Amir

I will file a complaint

(12:59:09)Amir

Chat started on 28 Feb 2025, 12:40 AM (GMT+0)

(12:40:28)*** Amir joined the chat ***(12:40:28)Amir

Salut les voleurs quand vais je recevoir mon argent?

(12:43:15)*** Alonso joined the chat ***(12:43:19)Alonso

Bonjour, bienvenue sur notre live chat !

(12:43:25)Alonso

Please note that repeated attempts to contact the Live Chat using inappropriate language, may result in a temporary or permanent ban from our chat service.

(12:43:57)Amir

Salut vous m’avez pris mon argent cela s’appelle co

(12:44:10)Amir

comment?

(12:44:35)Amir

Quand tu prend l’argent a quelqu’un c’est pas du vole?

(12:45:01)Amir

J’ai fait beaucoup de mails et jamais eu de réponse!!!

(12:45:07)Alonso

Quel argent monsieur?

(12:45:13)Amir

MON ARGENT

(12:45:28)Alonso

Pourriez vous m'expliquer votre cas svp?

(12:45:32)Amir

193€ et 94€ de gains sur un jeux que j’ai jamais reçu

(12:46:19)Amir

J’AVAIS 193€ dans mon compte d’argent RÉEL ET EN PLAINS JEUX JE GAGNE 94€ et votre collègue m’a prise tout

(12:46:35)Amir

Comment appel tu cela ?

(12:47:10)Amir

Je ne t’insulte pas je dis juste la vérité que ce casino n’est pas honnête!

(12:47:32)Amir

J’ai fait au moins 20 mails jamais eu de retour de vos spécialistes!

(12:49:02)Amir

Et c’est toujours pareille en tchat ! Vous me dite attendez changement de collègue ensuite patience ensuite vous serez contacté par mail et J’AI JAMAIS EUX DE REPONSE

(12:49:30)Amir

Tu ferais quoi à m’a place????

(12:50:01)Alonso

Merci de nous en informer. Pour vérifier davantage les gains manquants, notre équipe a besoin des informations suivantes :

- Nom du jeu

- Montant du gain manquant

- Heure à laquelle l'erreur s'est produite

- Montant du pari

- Solde avant l'erreur

- Explication de ce qui s'est passé

Vous pouvez vérifier votre activité de jeu à partir de votre profil dans la section historique.

(12:50:11)Amir

J’AI DÉJÀ ENVOYÉ!!!!!!!!!!

(12:50:25)Alonso

Par email?

(12:50:36)Amir

En tchat et par mail OUIIIIII

(12:50:47)Amir

Ce problème dure depuis 1 mois

(12:50:51)Alonso

Laissez-moi vérifier cela pour vous. Veuillez patientez quelques minutes pendant que je consulte votre compte.

(12:51:22)Amir

Et PERSONNE RÉPOND AU MAILS

(12:52:06)Alonso

Je vais les informer merci pour votre patience.

(12:52:25)Amir

PFFFF TOUJOURS LA MÊME RÉPONSE ATTENDEZ

(12:52:41)Amir

Ensuite cela sera changement de collègues

(12:52:53)Amir

Et après vous serez contacté par mail!

(12:53:51)Amir

Moi j’ai contacté le forum casino guru il attendent que votre service explique pourquoi vous me donnez pas mon argent?!

(12:54:34)Alonso

C'est bon j'ai eu la reponse

(12:54:37)Amir

Et la bien sur mon compte et en révision depuis plusieurs jours mais AUCUNE RÉPONSE

(12:54:57)Amir

Et ques que il vous on dit?

(12:55:03)Alonso

Malheuressemnt il n'ya rien a crediter car vous n'aves rien perdu malheuressement c'est une decsion adminsitrative.

(12:55:38)Amir

Alors les 193€ et les 94€ de gains vous me les donnez pas?

(12:56:11)Amir

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URL: https://peachhelpsupport.zendesk.com/attachments/token/maq5zuV2kqBGLtpEhmj7GElVs/?name=IMG_7535.png

Type: image/png

Size: 9649628

(12:56:19)Amir

Ce gains je l’ai inventé?

(12:56:53)Amir

Bizarrement je gagne 93,72€ mais mon compte et a 0 € comment j’ai rien perdu?

(12:57:28)Alonso

Je vous comprends Amir mais malheuressemnt c'est une decision adminsitrative.

(12:57:40)Amir

C’est du vole

(12:57:52)Amir

En gros vous êtes des voleurs

(12:58:10)Alonso

Cette session de chat va maintenant être terminée, en raison d'une utilisation inappropriée du language.

(12:58:26)Amir

Vous êtes des voleurs et malhonnête

(12:58:49)Amir

Je vais déposer plainte

(12:59:09)Amir

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.

Dear Alba696,

I have received communication from the casino team. I require some time to thoroughly examine all the information and evidence presented to me in order to determine the appropriate next steps.

Ok thank you I'm waiting to hear from you and thank you for what you do

Dear Alba696,

I have taken the time to thoroughly examine your game log from February 7th and have reflected on the situation. I've communicated my insights on how we can address this matter with the casino team and am currently waiting for their feedback. I hope to provide you with some positive news soon.

Dear Malina Casino,

I have replied to your email and look forward to your response.