Malina Casino - Pelaajan kotiutus on viivästynyt.

I am submitting an official complaint regarding an unjustified and delayed withdrawal at Malina Casino.

​Account & Transaction Details:

​Player Account Email: skopal911@gmail.com

​Player Name: Martin Skopal

​Withdrawal Request ID: b69c9550-6f6e-4df2-826b-4f87dd23f21d

​Amount: 10,511 CZK

​Support Ticket ID: #54292975

​Date of Withdrawal Request: Monday, July 27, 2026

​Timeline & Key Facts:

​On Monday, July 27, 2026, I requested a withdrawal of 10,511 CZK to my account.

​My account is fully verified (KYC complete), and no additional verification documents or checks have been requested by the casino.

​Customer support explicitly confirmed via Live Chat and Zendesk ticket #54292975 that there are no pending requirements and my account is in good standing.

​Today is Friday, July 31, 2026 – making it the 4th business day since the request, which directly violates the casino's official 3-business-day processing limit stated in their Help/T&C section.

​Both my assigned VIP Manager (Max) and Support (Karel) repeatedly reassured me that the payout was escalated to "priority processing" and entered the "final verification stage." However, no payment has been released, and the withdrawal status remains stuck in "Pending".

​Requested Resolution:

The casino is stalling the payment of legitimate winnings without any valid cause or legal grounds. I kindly ask CasinoGuru to intervene in this dispute and mediate the immediate approval and execution of my 10,511 CZK payout.

Important notice:

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Stay safe.

Dear desannek,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

I sincerely hope that you will receive your winnings shortly. desannek. I will now set the timer for an additional 10 days. Do not hesitate to let me know via this thread if there is any update regarding your situation. Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear desannek,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina