I've been trying to close my account for 4 months due to gambling issues. On January 20th, I sent them an email telling them I wanted to close it due to gambling issues and that I can't control myself. Since that day, I've sent numerous emails mentioning them, but they ignored me. I haven't received any response on the subject, just emails offering me bonuses.

Since that day, I've lost thousands of euros because of him, because he didn't close my account.

To this day I still haven't received a response from them, although they did accept the deposits immediately.

It is impossible to close the account at this casino.

Llevo 4 meses intentando cerrar mi cuenta por problemas con el juego, el 20 de enero les mande un correo en el que les decía que quería cerrarla por problemas con el juego, que no puedo controlarme, desde ese día han sido numerosos los correos que he mandado mencionandolos, haciendo caso omiso, no recibía respuesta alguna sobre ese tema, solo correos ofreciéndome bonificaciones.

Desde ese día han sido varios los miles de euros que he perdido por su culpa, por no cerrarme la cuenta.

A día de hoy sigo sin obtener respuesta de ellos, eso sí, los depósitos bien que los aceptaban al momento.

Es imposible cerrar la cuenta en este casino.

Dear Vrossi166,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

I sent them to you on Thursday.

Te las mande el jueves.

Thank you for your email. Could you please forward me the entire original emails from January 20 and April 1, when you requested to be self-excluded due to gambling addiction?

Good morning, I just forwarded them to you.

Buenos días, te los acabo de reenviar.

Thank you very much, Vrossi166, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Vrossi166, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

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 Vrossi166,

We would kindly inform you, that your account has been closed now.

We are deeply sorry for the delay and any inconvenience this may have caused.

Please be assured that we forwarded your refund request for review and you will get a reply with further information as soon as possible.

Thank you for your patience and understanding.

Kind regards,

Malina Casino Team

Since I requested closure due to gambling problems in January, you've never even given me a response. Well, yes, the response was to offer me a bonus and to make deposits, which you never denied, you just kept offering more bonuses.

Since then, you've caused me to lose thousands of euros, which I would have saved if you had closed my account at the time of the request.

Desde que solicité el cierre por problemas con el juego, en enero, nunca me habéis dado ni siquiera una respuesta, bueno si, la respuesta era ofrecerme bono y que realizará depósitos, que en ningún momento me denegadas, simplemente colviais a ofrecer más bonos.

Desde esa fecha me habéis echo perder miles de euros, que de haberme cerrado la cuenta en el momento de la solicitud me hubiera ahorrado.

Dear Vrossi166, have you ever received any responses to your messages sent in both January and April? Any automated message saying your request has been received and have you been given an ID number for the ticket?

Secondly, have you tried to send any more messages or contacted the live chat regarding self-exclusion, outside of the two e-mails you have sent?

When I sent emails, I received automatic messages stating that my messages had been received and processed by an agent as quickly as possible. This was always the case when I sent them an email, but I never received a response from them. They only offered me bonuses a few days later, bonuses for depositing, but no solution.

When I spoke via live chat to have my account closed or self-excluded, whatever, I just wanted them to close my account, the response was that I had to request it by email, that they couldn't do that, yes, they could offer me bonuses for depositing, but when it came time to request closure, they diverted me to email, and then the same as always, emails that never responded to me to close the account.

Al enviar los correos me llegaban mensajes automáticos de que mis mensajes habían sido recibidos y tratados por un agente en la mayor brevedad posible, eso era siempre que les enviaba un correo, pero respuesta de ellos no recibía ninguna, solo bonos a los días, bonos que me ofrecían por depositar, pero ninguna solución.

Cuando hablaba por el chat en vivo para que me cerrarán la cuenta o autoexcluyeran, lo que sea, yo solo quería que me cerrarán la cuenta, la respuesta era que tenía que solicitarlo por correo electronico, que ellos no podían hacerlo, eso sí, ofrecerme bonos por depositar, eso sí podían, pero a la hora de solicitar el cierre me desviaba al correo, y luego lo mismo de siempre, correos que nunca me respondían para cerrar la cuenta.

Thank you for the confirmation. The automated messages are important, as they prove the casino has received your requests. If they did not act within time, that is another issue that we can now tackle.

Self-exclusion via e-mail is standard procedure, and usually live chat agents are unable to do this for you, so while it is not ideal, this is sadly an industry standard so far.

Please, have you sent more self-exclusion requests in the meantime, I mean other than the ones in January and April, please?

Account closure requests, on March 10, 11, 12 and 20, all of them without response, apart from the automatic one, that is, they arrived to them

Solicitudes de cierre de cue ta si, el 10, 11, 12 y 20 de marzo, todas ellas sin respuesta, a ?arte de la automatica, es decir, que llegar les llegaron

Dear Vrossi166,

We would kindly ask you to check your emails, where we send to you a settlement offer.

We hope this case can be resolved by this offer and looking forward for your confirmation.

Thank you for your patience and cooperation.

Kind regards,

Malina Casino Team

Dear Vrossi166, please let me know here (or by e-mail at [email protected]) if you accepted the casino's offer and if the amount is different from the "disputed amount" you have entered when lodging this complaint. Just so I can update it, if necessary. Thank you. :)

Dear Matej,

We would kindly inform you, that the player accepted offer.

Dear Vrossi166,

We would like to kindly ask you to check your emails, and sign the document and send it back to us, in order for us to finalize the payment.

Thank you in advance.

Kind regards,

Malina Casino Team

Good morning, the withdrawal has been processed, everything is resolved.

Thanks for everything.

Buenos días, la retirada ha sido procesada, todo solucionado.

Gracias por todo.

Dear Vrossi166,

I am very happy to hear that your issue has been resolved, and would like to thank Malina Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com