Malina Casino - Pelaajan kotiutuspyyntö on viivästynyt, eikä sitä ole ratkaistu.

On July 2nd, I requested a withdrawal of €200 through Jeton and I still haven't received the money.

On July 31th, the KYC team contacted me to request documentation and I provided them with everything they required.

On September 3rd I received an email with the cancellation of my withdrawal.

On September 15th, I contacted the support team again by email, and they asked me for the same documentation I had already submitted.

After many emails it's been three months and I haven't received any answers about my money or verification of my account.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Malina Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account currently blocked, or is it accessible to you?
• Have you provided the documents to the casino after they were requested again? Which method have you used to submit the documents? (uploaded documents in the player profile, sending documents via email, etc.)
• Which documents were you asked to provide?
• Could you please share with me your communication with the casino regarding the issue, especially the communication from July 31st and September 15th? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomás, first of all, I operate from Spain. There was an error in the country selection.

My account at Malina Casino is currently blocked.

They asked twice me for this documentation:

A selfie with your ID.

A screenshot of your Jeton wallet clearly showing your personal information, account number, and address.

Your transactions from 11/1/2024 to 11/30/2024.

A selfie with your ID and your casino page in the background.

And of course I have sent by email all the required documentation both times

I will email you all the conversations with Malina Casino.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear maeoris,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Malina Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear maeoris,

Thank you very much for providing the requested documents.

We would like to inform you that your account verification process is currently in progress, and we will contact you as soon as the review has been completed.

We sincerely appreciate your patience and understanding during this time.

Kind regards,

Malina Casino Team

Dear Malina Casino Team,

Thank you very much for the update!

We would appreciate it if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear maeoris,

We would like to inform you that the review of your case has been successfully completed.

Following the evaluation, your account will not be reopened, in accordance with section 3.9 of our Terms and Conditions, which states:

"We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

Additionally, please note that we have sent you an email with details regarding the banking information required to proceed with the manual withdrawal of your remaining balance.

We kindly ask you to reply to that message at your earliest convenience so we can finalize the payment.

We sincerely appreciate your cooperation and understanding in this matter.

Kind regards,

Malina Casino Team

I have successfully received the payment. Thanks to the Casino Guru team.

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

Dear maeoris,

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,

Martina