Malina Casino - Pelaajan kotiuttaminen viivästyy.

I am waiting for my withdrawal 3x 500 euros (total 1500) for almost 20 days! I made the first withdrawal request on the 7th of December and still nothing, I tried many times to contact the casino's customer live chat but the answers were always generic in the style of 'yes we know about the delay, dont worry about your money when we are able to proceed we will let you know' I even tried that and with the appointed VIP manager they assigned to me but nothing came back. There were times in the past that i had to wait for a withdrawal but never this long! It's quite intimidating. Could you please help me out?

Dear pangod, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your prompt reply.

No i haven't made any withdrawal requests to this casino in the past, its my first time.

I wasn't asked for a KYC verification by the casino.

And no I didnt have an active bonus when I accumulated my winnings.

Happy to reply to anything else.

Thank you so much for your help.

What types of games did you play? Were they slots, live casino games, or did you bet on sports only?

Also, please send me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Hi again and thank you for your reply.

I only played slots.

I have contacted their customer service department many times. Their reply was similar every time and their last reply on 24Dec was the following:

"I have checked your withdrawal and there seems to be a delay in processing for which Please accept our sincere apologies.

The delay is mostly due to a large volume of requests and the holiday days and there is a high possibility of it being processed very soon itself. Usually withdrawals are processed way before this timeframe.

I would like to assure you that this is nothing to worry about and that your withdrawal is safe. We request you for to be as patient as you have been so far while your withdrawal is being processed.

Once the process is complete, you should immediately receive an email confirmation.

And please kindly note that i have forwarded your request to the department for speeding up your withdrawal."

Thank you, and please let me know if you would like any more information.

Thank you very much, pangod, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) 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.

Dear pangod,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Malina Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Malina Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Just wanted to add that I received one of my withdrawals teo days ago(they were 3 in total, 500 each) but yesterday the other two were somehow (?) cancelled and the money were waiting in my malina account. Now i have to start the withdrawal process again. Its been more than a month since when i made the first withdrawal request... I hope that it doesnt take forever...

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 all ,

Thank you for your patience.

Kindly be informed that we are checking with relevant department and would get back to you as soon as we have any news from them .

Best Regards

Malina Casino Team

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 all,

Please be informed that there is currently 1 pending withdrawal remaining on the account. We will do our best to speed up its processing.

Thank you for your patience!

Best regards,

MalinaCaisno team

It's been two months since I made my first withdrawal request and the issue still remains unresolved. I find this quite unprofessional on your side, since you don't even explain what's the reason behind this huge delay. I am very disappointed. Thank you.

Hello all.

Thank you, Malina Casino, for your insides.

Dear pangod,

I am really sorry for this inconvenience, and I hope that it will be all fixed soon.

Please let us know when you receive the withdrawal.

Thank you.

Regards,

Romi

I received the withdrawal yesterday. Thank you for your help Romi. Though Malina casino was a disappointment.

Thank you, pangod, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

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/casino.guru. 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, 

Romi

Casino.Guru