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I have been waiting for my withdrawal of €450 for 11 working days now, and the situation is becoming increasingly frustrating. I have contacted the casino’s support team several times during this period, but they have only given me vague answers and empty promises without providing any clear timeframe for the payout.

They assured me that I would receive an update via email, but I have now been waiting for days without any further communication. I am left with no other option but to file an official complaint, as I see no other way forward.

The €450 in question was won through free spins and successfully wagered according to the bonus terms tied to my first deposit. After doing some research on the casino, I came across several concerning reports from other players, which only increased my anxiety about the situation.

I hope that by filing this complaint, the issue can finally be resolved.

Dear xavix44,

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?
• Can you specify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.

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

Best regards,

Kristina

Dear Kristina,

to your questions:

1.I have not made any withdrawals yet as I only recently started playing on the site.

2. KYC verification isn't possible via the website, as it states that no verification is necessary. Live support confirmed the same thing to me.

3. I played with the welcome bonus. These are the free spins listed under section 5.1 of the offer. Here is the link: https://malinacasino25.com/de/promotions/casino/welcome-bonus

I'd like to emphasize that neither the bonus nor the KYC verification are the problem. The real issue is that my withdrawal request isn't being processed. Instead, I only receive automated responses or am fobbed off with empty promises.

Best regards

xavix44

Liebe Kristina,

zu Ihren Fragen:

1.Ich habe bisher noch keine Auszahlungen vorgenommen, da ich erst kürzlich angefangen habe, auf der Webseite zu spielen.

2.Eine KYC-Verifizierung ist über die Seite nicht durchführbar, da dort angezeigt wird, dass keine Verifizierung notwendig ist. Genau dasselbe hat mir auch der Live-Support bestätigt.

3.Ich habe mit dem Willkommensbonus gespielt. Es handelt sich hierbei um die Freispiele, die unter Punkt 5.1 des Angebots aufgeführt sind. Hier ist der Link dazu: https://malinacasino25.com/de/promotions/casino/welcome-bonus

Ich möchte betonen, dass weder der Bonus noch die KYC-Verifizierung das Problem sind. Das eigentliche Problem liegt darin, dass mein Auszahlungsantrag nicht bearbeitet wird. Stattdessen erhalte ich nur automatisierte Antworten oder werde mit leeren Versprechungen vertröstet.

Viele Grüße

xavix44

The amount was transferred today, June 2, 2025, so my issue has been resolved and the complaint can be closed.

Der Betrag wurde heute, am 02.06.2025, überwiesen, sodass sich mein Anliegen damit erledigt hat und die Beschwerde geschlossen werden kann.

Dear xavix44,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Kristina

Casino.Guru