Supervisory AuthorityGaming Control Board Curaçao, OGL/2010/8722/123
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Gambling HelpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Venue Exclusion Programme
Support Facts
When You Need a Detail Confirmed
Because Malina Casino keeps every answer plain, here are the six players raise most often.
trustWhy would support answer me in a language other than English?+
Answers arrive in English, German, French, Norwegian and Finnish, so a New Zealand player never waits for a translator. German and French speakers are covered in the same queue as everyone else. Should one language be short-staffed, the team replies in English first and follows up.
trustCan I take a support reply I disagree with further?+
Ask the adviser to escalate the matter to a senior member of the support team, and keep the reference given to you. Should that still leave you unsatisfied, send a written complaint to [email protected] with the correspondence attached. From there the Gaming Control Board Curaçao is the body that oversees Malina Casino N.V., a company holding license OGL/2010/8722/123.
trustWhat happens when the licence of Malina Casino is checked?+
Gambling at Malina Casino falls under the Gaming Control Board Curaçao and licence number OGL/2010/8722/123, in force since 2010. Joining the register of licence holders carries duties on fair play, player funds and complaints, and those duties apply to New Zealand players too. Publishing the number lets a player confirm the licence independently of the site.
trustWhat if my verification documents get rejected the first time?+
Documents are normally checked within 38 hours of reaching the verification inbox. Clear photographs of each item keep that check inside its usual window. Should a document be unreadable or missing a page, the team writes back for a replacement rather than closing the request.
trustWhat happens when I ask for a copy of my data?+
Write to [email protected] with the request and the account e-mail, and the privacy team replies with the copy or the deletion steps. Records tied to payments may be kept for as long as the licence requires. Anything that lawfully has to stay is named in the reply.
trustWhat if I only want the account closed temporarily?+
A short message to [email protected] from the registered address closes your account, and the balance is settled first. Any open bonus is forfeited at closure unless you say otherwise. Keep in mind that one account per player is the rule, so duplicate accounts are closed without notice.
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