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On April 16, 2025, I requested my first withdrawal, followed by two more in the next two days, each for €500. On May 2, I received a withdrawal of €500. The second withdrawal, on April 17, was canceled immediately, and I was told my bank had rejected it. After contacting the bank via email, this statement is false. The casino returned the money, claiming it was a technical problem. On May 2, I requested withdrawals again, to this day, without success. Each time they said I don't have to worry, it's being processed. In almost a month, I've only received €500 out of a €12,000 win. Dubious. I wanted to verify my account, but they always say I have to be asked first, and until then, nothing can be done for me.

Am 16.4.25 habe ich die erste Auszahlung beantragt gefolgt von 2 weiteren in den nächsten 2 Tagen. Jeweils 500 Euro. Am 2.5. Erhielt ich eine Auszahlung von 500 Euro. Die 2. Auszahlung vom 17.4. Wurde direkt storniert und mir wurde gesagt meine Bank hätte diese abgelehnt. Nach Rücksprache mit der Bank via Mail ist diese Aussage falsch. Das Casino hat das Geld zurück geholt mit der Aussage angeblich technisches Problem. Am 2. 5. Habe ich erneut Auszahlungen beantragt..bis heute ohne Erfolg. Jeweils Aussage, dass ich mir keine Sorgen machen muss..Es ist in Bearbeitung. In fast 1 Monat von 12000 Gewinn gerade 500 ausgezahlt bekommen. Unseriös. Ich wollte mein Konto verifizieren..immer heißt es, dass ich erst aufgefordert werden muss..bis dahin ist für mich nichts zu möglich.

Dear sophiesusi4,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I think this is more than just a late payment. I've received mixed reviews from support regarding the €500 I retrieved on April 17. One employee says it's my bank's fault, another says it was canceled due to alleged technical issues. The money was already visible in my bank's payout. This is a stalling tactic and, in my opinion, obvious fraud. Instead of €1,000, I received €500 on May 2, after waiting so long.

Ich denke das ist mehr als nur eine verspätete Zahlung. Ich habe unterschiedliche Aussagen vom Support bezüglich der zurück geholten 500 Euro v 17.4. Ein Mitarbeiter sagt es liegt an meiner Bank..ein anderer sagt es wurde storniert wegen angeblich technischer Störungen. Das Geld war bereits in Auszahlung bei meiner Bank zu sehen. Es ist ein hinhalten und für mich offensichtlich Betrug. Statt 1000 Euro bekam ich 500 am 2.5. Nachdem ich schon so lange gewartet habe.

I have all the screenshots, from the deposit to the chat communication and email from the bank, to the rejected withdrawal, etc. I've fully documented everything.

Ich habe sämtliche Screenshots. Von der Einzahlung über die Kommunikation im Chat und Mail von der Bank..Über die abgelehnte Auszahlung usw. Habe alles komplett dokumentiert

Update: Today, two €500 payments were transferred to my account. I still have one €500 outstanding from May 4, and today I requested the next payout.

Update..Heute wurden 2x 500 Euro auf mein Konto überwiesen. Es sind jetzt noch vom 4.5. 1x 500 Euro offen und heute habe ich die nächste Auszahlung beantragt.

Dear sophiesusi4,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Domikia,

I received two payouts today, one from May 2nd and one from May 3rd. The one from May 4th is still pending...but there's still time until Monday?

Hallo Domikia,

Heute habe ich 2 Auszahlungen erhalten. Jeweils vom 2.5. Und 3.5. Es ist noch die vom 4.5. Offen..aber da wäre noch Zeit bis Montag?

Good morning, I've now received all three payouts. The last one arrived today. Best regards, Susanne

Guten Morgen, alle 3 auszahlungen habe ich jetzt erhalten. Heute kam die letzte. Viele Grüße. Susanne

Dear sophiesusi4, have you requested any additional withdrawals since then? Please let me know if there is anything more I can assist you with.

Hello Dominika,

Yes, I was able to request new withdrawals yesterday and today. Tomorrow, the third. And then wait again. I can only request a maximum of three withdrawals of 500 each.

Hallo Dominika,

Ja, ich habe gestern und heute jeweils neue Auszahlungen beantragen können. Morgen die 3. Und dann wieder warten. Ich kann ja nur max 3 Auszahlungen beantragen a 500

Hello, I haven't received any further payouts to date. Inquiries always only result in...patience...high payout requests...takes a while

Hallo, ich habe bis heute keine weitere Auszahlung erhalten. Nachfragen ergeben immer nur..Geduld..hohe Auszahlungsanfragen..dauert

Update.. still no payment received since May 17th.

Update.. immernoch keine Zahlung eingegangen seit dem 17.5.

Thank you very much, sophiesusi4, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Dominika,

Thank you for the information.

By the way, is it normal for this casino to explicitly mention "WINNINGS FROM GAMBLING" in the payment reference for the last three withdrawals? I've never experienced that before.

I wish you a nice weekend.

Greetings

Susanne

Hallo Dominika,

Vielen Dank für die Information.

Ist es übrigens normal, dass dieses Casino in den letzten 3 Auszahlungen explizit im Verwendungszweck "GEWINN AUS GLÜCKSSPIEL " erwähnt hat? Ich habe das noch nie gehabt.

Schönes Wochenende wünsche ich.

Grüße

Susanne

Hello sophiesusi4, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. To answer your question regarding "WINNINGS FROM GAMBLING" as the payment reference:

It is unusual, but not unheard of. Reputable, regulated online casinos often include clear payment descriptions for transparency and legal compliance, that also helps them as well as the bank to follow the AML standards. In some countries where gambling is legal, this may be a requirement by the government or gambling authority, for the casino to meet, to be able to operate on the market.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for your message and help.

Kind regards

Susanne

Hallo Matej,

Vielen Dank für Ihre Nachricht und Hilfe.

Freundliche Grüße

Susanne

If this continues, I'll be stuck waiting until next year for a payout. I've already requested verification twice, and I've been told I'll be prompted by email at some point, but that's not the case at the moment. It's intolerable. I ask every day and always get the same answers... Everything's fine with my account. I should be patient... my money is safe, etc. I absolutely don't understand it.

Wenn das so weitergeht, bin ich mit der Auszahlung bis nächstes Jahr beschäftigt. Ich habe schon 2x um Verifizierung gebeten, man sagte mir, ich werde per Mail irgendwann aufgefordert, aber derzeit sei dies nicht der Fall. Es ist untragbar. Jeden Tag frage ich nach und bekomme immer die gleichen Antworten..Es ist alles perfekt mit meinem Konto. Ich soll mich gedulden..mein Geld ist sicher usw..ich verstehe es absolut nicht.

Update: 1x 500 came into my account today.

Update. 1x 500 kamen heute auf mein Konto.

Thank you for letting me know, sophiesusi4, much appreciated. Let's hope the casino replies soon regarding the issue with the payments.

Hello Matej, I'll post every payment that arrives. To be fair...you're paying...but at this rate...hm, I requested the next payout of 500 today. Two more are still in process. Should arrive tomorrow and the day after, then another wait of at least 14 days. Best, Susanne

Hallo Matej, ich werde jede Zahlung die ankommt posten. Fairnesshalber..Sie zahlen ja..aber bei dem Tempo..hm ich habe heute die nächste Auszahlung beantragt von 500. 2 sind noch im Prozess. Müssten morgen und übermorgen kommen, dann wieder mindestens 14 Tage warten. Grüße Susanne

Dear all,

Thank you for contacting us.

We would like to inform you we are checking your request with the relevant department.

We will update you as soon as possible.

Thank you for your patience,

Kind Regards,

Malina Casino

Update..Today the 2nd payout from May 18th came.

Update..Heute kam die 2. Auszahlung vom 18.5.

Update: I received all three payouts into my account today. It's happening very quickly now. Great.

Update..Ich habe heute erneut alle 3 Auszahlungen auf mein Konto erhalten. Es geht jetzt sehr zügig. Grossartig

Dear all,

Please be informed that we are currently looking into the matter.

Best regards,

MalinaCasino team

Dear MalinaCasino team, please let us know what would be the best way for the player to proceed, to get the money as soon as possible. Thank you.

Dear all,

We have requested the withdrawals to be paid as soon as possible.

Please keep us informed if you have any issues or if we can assist you further.

Kind Regards,

Malina

Thank you for letting us know, Malina. :)

Dear sophiesusi4, once you receive the next payment, could you please post an update of:

• how much have you been paid altogether so far
• how much is left to withdraw
• how many active withdrawals you have in que

I will mark the post as sensitive so no values will be shown publicly, this is purely for the internal purposes and to keep track on the progress of this complaint.

Thank you for the update. Please, let us know next week if you receive the withdrawal or if there are further issues. This complaint will stay open until the withdrawal of all funds is confirmed by the player.

Since June 12th, 3 payouts are open.

Greetings

Susanne

Seit dem 12 6. Sind 3 Auszahlungen offen.

Grüße

Susanne

Dear Malina Casino, could you please prioritise these payments so we can close this complaint a bit sooner? Thank you.

I received a payout from June 12th today. I still have two outstanding payments from June 13th and 14th, and I requested the last one of €500 today.

Habe heute eine Auszahlung vom 12.6. Erhalten. Sind vom 13.6. Und 14.6. Noch 2 offen und heute die letzte von 500 Euro beantragt.

Dear all,

We apologise for the delay and appreciate your patience.

Please be assured that we are working to process this as quickly as possible. I have forwarded the request to the relevant department with priority, and it will be handled promptly.

Kindest regards,

Malina Casino

Dear all,

We are glad to inform that all payments have been processed today.

Kindest Regards,

Malina Casino

I would like to thank the Malina Casino for confirmation.

Dear sophiesusi4, please let us know once you receive the money and whether you have got all of them withdrawn now and whether the complaint can be closed. Thank you very much.

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

Dear sophiesusi4,

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,

Matej