Malina Casino - yleistä keskustelua (sivu 40)

Here's the response I received via email. I expected nothing less.

Hier die Antwort, die ich per Mail erhalten habe. Habe mit nichts anderem gerechnet.

Hey there,

It's been some time, so I checked your complaint and found a fresh update from the casino saying:

"Dear all,

We are glad to inform that all payments have been processed today.

Kindest Regards,

Malina Casino"

I just wanted to express my hope that this is true, and I am glad to see the mayhem coming to an end. How are you anyway?

Hello, I hope you won't mind me stepping in. As far as I can guess, this casino is not in a position to pay out faster; we can speculate about the reason, but this effect still remains 🙁

I just spotted the other complaint, which appears to finish with the money paid out. Though it was a hell of a ride, and honestly, quite a long ride. Hope it won't be that bad too in your case!

If this casino is not able to pay out faster, then it should consider whether it advertises that it will process requests within 1 to 3 business days.

This is simply deceiving and ripping off the customers.

My requests were submitted on June 15 and 16. That was 12 days ago, and I've heard nothing from the casino except hot air. My last withdrawals took two weeks.

Wenn dieses Casino nicht in der Lage dazu ist schneller auszuzahlen, dann sollte es sich mal Gedanken darüber machen, ob man damit wirbt innerhalb von 1 bis 3 Werktagen die Anträge zu bearbeiten.

Das ist einfach nur die Kunden getäuscht und verarscht.

Meine Anträge wurden am 15 und am 16.06. gestellt. Das ist 12 Tage her und außer heißer Luft kommt von dem Casino gar nichts. Meine letzten Auszahlungen haben bereits 2 Wochen gedauert.

For quite some time I've been thinking the same. I, for example, have a quite good, logical, yet not super user-friendly, explanation. What you see in terms is not advertising and is only applicable under the best circumstances; the overall delay, staff shortage, or anything else is covered by the exception, also usually mentioned somewhere in the rules...

Don't hate me for that. It's that time frames in the rules are not just a stab at whole numbers. Casinos legally cover any sort of "unpredictable events"—delays included.

Furthermore, if you are experiencing a delay and have no idea when you will return to normal, how would you adjust the specific time frame mentioned in the rules? Common standard: it is already covered in the rules in the form of a general statement.

This is how it usually works, and I'm not saying that it is a favorable user experience. It is not.

Another reason many people feel compelled to review casinos is to highlight actual experiences rather than theoretical rules, I guess.

They write that they usually process applications within 1 to 3 business days. As a customer, you rely on that.

And they simply cannot maintain this service.

Deposits are credited immediately, but withdrawals have to be manually verified? I can imagine many possibilities, but that's certainly not the case. Such transactions are handled by accounting systems, not manually.

I don't know what a casino hopes to achieve by treating customers like this. That they'll play there again even though they had to wait forever for their money? Certainly not.

I play where I receive the best service as a customer and I will certainly not play at this casino again.

Sie schreiben, dass sie in der Regel Anträge innerhalb von 1 bis 3 Werktagen bearbeiten. Darauf verlässt man sich als Kunde.

Und diesen Service können sie einfach nicht einhalten.

Einzahlungen werden direkt gutgeschrieben und eine Auszahlung muss von Hand geprüft werden? Ich kann mir vieles vorstellen aber das mit Sicherheit nicht. Solche Vorgänge werden doch von Buchungssystemen vorgenommen und nicht von Hand.

Ich weiß auch nicht was sich ein Casino davon verspricht wenn es sich dem Kunden gegenüber so verhält. Das man dort noch einmal spielt obwohl man ewig auf sein Geld warten musste? Mit Sicherheit nicht.

Ich spiele dort wo es für mich als Kunde den besten Service gibt und in diesem Casino werde ich sicherlich nicht mehr spielen.

As I said, I understand your feelings; I'm just saying this part of the rules is just what it might look like under ideal circumstances. This casino perfectly shows that 🙁.

I think this situation is also inconvenient for the casino workers; it's a result of other factors, which are none of the players' business.

No wonder you plan to leave once you get paid. Makes perfect sense to me. Not just on your behalf, I do hope this mess ends soon.

Quick update: I contacted the chat again yesterday. I got the same old responses. Nothing has changed in the status, nor has the money been transferred. It's an absolute disgrace, what they're doing.

A complaint has now also been filed.

Kurzes Update: gestern wiederholt den Chat kontaktiert. Es kamen die altbekannten Antworten. Weder am Status hat sich was verändert noch wurde das Geld überwiesen. Absolute Frechheit was die sich da abhalten.

Beschwerde wurde mittlerweile auch eingereicht.

I wish I could feel shocked or say that this has never happened before. Sadly, I saw many players in similar situations. At least I can add that the number of complaints has decreased over time. Yet when someone complains, the matter is more or less the same. 🙁

That was just now. Apparently, the payout is now being reviewed additionally. The account still doesn't need to be verified. I really have to restrain myself so I don't sound offensive.

I will never spend a single cent in this casino again.

Das war soeben. Angeblich wird die Auszahlung jetzt zusätzlich geprüft. Konto muss nach wie vor nicht verifiziert werden. Ich muss mich wirklich beherrschen dass ich mich nicht im Ton vergreife.

Nie wieder werde ich auch nur 1 Cent in diesem Casino lassen.

The same thing happened to me. Until this month, I'd been busy making withdrawals since mid-April. It's taking a hell of a long time. I've now closed the account.

Bei mir war das gleiche. Ich war bis diesen Monat mit Auszahlungen seit Mitte April beschäftigt. Es dauert verdammt lange. Das Konto habe ich jetzt geschlossen.

I honestly don't know what to say. I personally do not understand why the manual withdrawal check is needed when the KYC does not obviously matter too much... It's a total mess. €1,000 without KYC but with "awesome" delay... Well, if you check this thread or perhaps the other ones listed under the casino discussion panel, I bet you could find the first players complaining about similar delays almost 5 months ago.

It has been mess for quite some time. 🙁

Three withdrawals of €500 each were also processed without verification. It took two weeks, but it worked.

I don't understand what this circus is all about and with all due respect, no one can tell me that two transfers take almost three weeks.

That's where my understanding definitely ends.

3 Auszahlungen in Höhe von jeweils 500 Euro gingen auch ohne Verifizierung. Hat zwar auch 2 Wochen gedauert aber es ging ohne.

Was dieser Zirkus jetzt soll verstehe ich auch nicht und bei aller Liebe, es kann mir niemand erzählen das 2 Überweisungen fast 3 Wochen dauern.

An dem Punkt h9rt mein Verständnis definitiv auf.

That's what I was talking about. Precisely. And in my opinion, there is literally nothing very much objective the casino could use as "decent explanation."

It's an absolute disgrace what they're doing, and no one can tell me that it takes almost 3 weeks!!!!! to process 2 applications. It should have been 3. With the 3rd one, I was tricked into canceling it, and the 500 euros were gone quicker than I'd like. I don't know if they can set the profile so that you don't win anything anymore, but it was noticeable. I only ever play the same 2 games, and up until then they'd always paid out well. Suddenly, nothing. Anyone who thinks badly of this is a scoundrel.

As soon as the money is transferred in this lifetime, I will delete the account.

Das ist ne absolute Frechheit was die sich abhalten und es kann mir keiner erzählen dass man fast 3 Wochen!!!!! braucht um 2 Anträge zu bearbeiten. Eigentlich wären es 3 gewesen. Bei dem 3ten hab ich mich dazu verleiten lassen ihn zu stornieren und die 500 Euro waren schneller weg als mir lieb war. Weiss nicht ob die das Profil so einstellen können dass man nichts mehr gewinnt aber es war schon auffällig. Ich spiele immer nur die gleichen 2 Spiele und die hatten bis dato eigentlich immer gut gezahlt. Plötzlich nichts mehr. Ein Schelm wer böses dabei denkt.

Sobald in diesem Leben noch das Geld überwiesen ist werde ich den Account auch löschen.

You are correct to the point and I would do the same. I wish I could help somehow, but the sad truth is that we all know they don't care much, and you sadly live the experience now.

I've just sent another email to support. We'll see if that helps.

It's kind of sad that you have to practically beg for what you've won.

Ich habe jetzt noch einmal eine E-Mail an den Support geschrieben. Mal sehen ob es was bringt.

Es ist schon irgendwie traurig dass man regelrecht um das betteln muss was man gewonnen hat.

Yeah, it is. I just wonder how realistic it is to expect a response. I mean, look at what you and the others have been through. But you are right, sometimes it's good to try something at least.

I received this email in response. I can't say whether this is a standard response. I'm just starting to have doubts about whether I'll still get the money.

Diese Mail habe ich als Antwort erhalten. Ob das eine Standardantwort ist kann ich nicht beurteilen. Ich habe nur so langsam meine Zweifel ob ich das Geld noch bekommen werde.

Miracles happen, the money was there this afternoon.

Wunder geschehen, das Geld war heute Nachmittag drauf.