Malina Casino - Pelaajan VIP-tila on muuttunut ja vetäytyminen hidastunut.

Hello , I'm new here and I may have chosen the topic of conversation wrongly, but forgive me for that. I have quite a strange situation with Malina Casino because I managed to win a lot of money 140k PLN is about 33k Euro and here the problem begins when I started the withdrawal process I had the status of vip platinum which allowed me to withdraw 4k PLN / 24h and 60k / month however after approving the first two withdrawals at the raspberry casino I was degraded to the silver level, now my withdrawal limit is 2k / 24h and 43k / month. Which personally is not logical to me. In addition, the withdrawal process will take me over 4 months so that I can withdraw all my winnings. Not to mention that only 3 withdrawals at a time can be active. I have already written to the financial department, however, they are behind the rules and payout limits, although they themselves have a record in the same rules that they reserve the right to change the amount and frequency of withdrawals individually

Dear B4si3k,

Thank you very much for submitting your complaint. Firstly, allow me to congratulate you on your great win. Secondly, I’m sorry to hear about your problem while withdrawing it. We will contact the casino and ask for their cooperation, but, before we to so, please could you specify if you have accumulated your winnings on regular play or from a jackpot? Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for the very quick reply. I accumulated my winnings in the normal game along with bonus spins. currently I have increased my winnings to 245 k I have never been so happy in my life but I still have in mind that now the withdrawal process according to the conditions will last about half a year because my vip status also decreases with withdrawals my status is probably going to fall to bronze whose limits are equal.

Thank you very much B4si3k for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello B4si3k.

The casino is in your case doing everything as is described in T&C's: (see image)

Your level is calculated based on transactions in the last 30 calendar days. This rule is solely in the hands of the casino, and I understand that you dislike it. However the casino in the basic level "bronze" offers a €10.000 maximum monthly withdrawal, which we consider to be a good value. I understand that for you it is unpleasant, but this is how most withdrawals works. (around €10.000 is industry standard) We can't punish the casino just because it will take some time until you will get all your winnings. The maximum withdrawal policy is here to protect the casino but also the customers. I am sorry but based on all your information, we can't punish the casino. I can see that the casino is proceeded according to their Terms and conditions. Therefore, I must "reject" your complaint as "unjustified."

I am sorry for the bad news.

thank you for everything. I wish everyone luck and high wins and I am starting a 7 month withdrawal process 🤪

Thank you for using the Casino Guru complaint resolution center.  I am closing your complaint as "rejected", but in case that there would be some troubles with your withdrawal just reopen this complaint or create the new one and we would be happy to assist you.