Malina Casino - Pelaajien kotiutukset viivästyvät, eikä niitä käsitellä.

I have a balance of circa $174,000.

I have no restrictions on my account, nor have I used bonus funds or subject to any KYC.

The casino uses a vip system to determine withdrawal limits, my most recent level was the highest allowing me to withdraw $2,500 per day up to $25,000 per month as per the terms and conditions listed on their site.

All of my withdrawals for the first month were processed without any delay or issue whatsoever. In the money of November withdrawals were dropped to the base level of $700 per day and processed on average once every 1-2 weeks.

It has now been 4 weeks since the last withdrawal was processed (11/12/2024) and the only response from the casino is that there are unexplained delays and my withdrawal will be processed as soon as possible. It’s been three weeks now with the same response.

Its misleading as the website says I can withdraw daily with up to 3 active requests but I can’t actually withdraw anything since the first month.

4 weeks is not the same as the advertised 24 hours. The casino offers no valid support. If they process payments at the advertised rate it will take me 2 years to receive my money however if they process them at the current rate it will take more than 10 years.

I appreciate your help in assisting me.

Hello Skandito43,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Malina Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Thanks for your patience.

My account was fully verified on the 14/10/25 I didn’t want to raise a complaint earlier as I wanted to believe the casino would honor the terms and conditions on their site which alight with their very high safety index.

I confirm that I never used any bonuses and all winnings were accumulated with real money only.

the last time I communicated with the casino was last month when a representative called me on my mobile and advised that i should continue to wager funds in order to continue to make withdrawals which seems highly unethical.

i have found no option to communicate directly with the casino, the live chat functions and emails are only responded to with generic messages. The wait time on chat is huge as well.

please see the response from todays chat

thanks for your assistance

Hello Skandito43,

Please keep in mind that the casino has a monthly withdrawal limit of $10 500 per month.

Can you please advise how much were you able to withdraw last month?

The delay may be caused most likely due to reaching the maximum withdrawal limit per day/week/month.

Looking forward to hearing from you.

Regards,

Nick

Thanks Nick,

Total withdrawal payments in the month of December were $3,200.

not even close to the $10,500 limit.

I anticipate the casino will refer to some form of clause stating the have the right to set a minimum payment schedule. Which is obviously deliberately misleading and not aligned to a casino with a "very high" safety index.

i really appreciate your help.

see attached proof of withdrawals

Thank you Skandito43 for all the information provided.

We believe that the casino should definitely honor at least the amount within their casino terms.

I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Skandito43,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Malina Casino team,

Could you please explain the player's situation in more detail?

We are close to the end of January, and the holiday season is long behind us. Can you please confirm a standard monthly withdrawal limit and if the casino does not comply with the limit, can you state the reason why it is impossible for the casino to follow at least the limits stated in its own Terms and Conditions? What is the estimated time frame for processing the user's withdrawals according to the casino's rules? Can you help us to speed up the withdrawal process?

Thank you.

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.

Hi,

Thanks for your support. By way of an update $0 were paid in the month of January. There has been no response from the casino or explanation as to why.

Thank you.

Dear all,

We apologize for the delayed reply.

Please be informed that we will do our best to process the active withdrawals in a timely manner.

Additionally, please be informed that there have been successful withdrawals in the month of January.

Best regards,

MalinaCasino team

Thank you for your response, Malina Casino team, however, I am afraid my questions above directed to you were not answered sufficiently or at all.

Dear Skandito43,

I understand your frustration. Can you provide us with an update on the matter?

How much did the casino pay you in January? How long are current pending withdrawals taking? Is there at least any progress in the speed of paying your withdrawals? What is the remaining amount amount to withdraw?

Thank you.

Hello Branislav,

We would like to draw your attention to the following points of our General Terms and Conditions, which the player had accepted when creating the account on our website:

6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

As per Skandito43's account, the following limits apply:

(LEVEL 1) 800 AUD per transaction, every 24 hours / 10,500 AUD per month.

6.13 :-  At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

6.14 :-  The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.

We would like to give some more clarification, for above Terms and conditions point number 6.13 :-

Kindly note that a player can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one player would have to wait for any one of the earlier 3 withdrawal request to be processed.

Therefore, we kindly suggest that player attempt three withdrawal request each having gap of 24 hours between them so we can proceed all three together and that will reduce the delays. As we can see a gap of few days between every single withdrawal request attempted.

We hope this helps clarify the matter for the moment.

Our team wishes you all the best for your future activities!

Best regards,

Malina Casino.

Thank you for the additional information, Malina Casino Team.

Waiting for your updates, Skandito43.

Dear Skandito43,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your patience on this.

The casinos reply baffles me.

Casinos responses have taken over a month and address absolutely nothing.

For months they were using the excuse of high volumes of withdrawals. But stating they do their best to pay active withdrawal as quickly as possible.

Now months later they’re changing their excuse to reference 6.14 which allows them the delay or defer payments indefinitely. Which is exactly what they’re doing.

In the month of January the total amount of withdrawals which were paid totalled $4,800 AUD which is 46% of the limit based on my vip level.

It is deliberately misleading to have withdrawal limits which are not adhered to and definitely not consistent with a casino that has a "Very High" safety index.

At the beginning of January I had a balance of $174,976 and currently have a balance of $170,276.

See screenshots for proof.

This is not acceptable for a casino with a Safety index of very high.

Again Thank you for your assistance in this matter.

Players need to be protected from these rogue casino operators.

Thank you both for your replies.

Dear Skandito43,

I know it is frustrating, but it is very likely that your VIP level depends on the activity at the casino. Since there is probably no activity besides withdrawing, although it is not completely alright, the casino has the right to decrease the limits based on its Terms and Conditions. 10,500 is only the industry average, but it is not so bad as it could be.

I will set up the timer for you now, for a longer period, and I will wait for your updates. Can you please follow the casino's instructions above and request withdrawals with 24-hour gaps between them, to always have 3 pending withdrawals at the same time, requesting every new withdrawal as soon as possible after one of the 3 pending ones is marked processed/completed?

Then, we will see how it is going and proceed accordingly. In the meantime, I will try to discuss the matter internally with the team regarding the next steps if the casino will not follow their Terms and Conditions.

Tomorrow is March 1, so it is an ideal date to start testing it. I will set up the timer until March 31 and will wait for your update on this date.

So, let's see how the casino will handle it when you follow their instructions if that should solve the problem, as the casino representative claimed.

Thank you for your patience and understanding.

Thanks for your reply.

Please excuse my frustration, however I have always followed their instructions and withdrawn as soon as possible after the 24 hours.

I fully accept the withdrawal limit of $10,500 per month as being not only reasonable but clearly stated in their terms and conditions in addition to being confirmed multiple times via chat.

My issue is that I am not even able to come close to those limits.

I followed these instructions for the entire month of January and February specifically in anticipation of this response as I have the same issue at the moment with another casino.

Is it really reasonable to ask me to wait another month?

This would be the third month in a row of following their instructions to a tee with no results.

Again I sincerely thank you for your support.

Greetings all,

Dear Skandito43,

I am sorry for the delay. I understand. Let's ask the casino for more details again.

Dear Malina Casino Team,

The user claims he has followed the casino's instructions since the beginning of January. It looks like the problem is rather on the casino's side, which does not process pending withdrawals on time or within the expected time frames in accordance with the limits stated in its own Terms and Conditions.

If the user follows the instructions, how does it change the situation if the casino processes his withdrawals with delays? Therefore, he cannot even withdraw the maximum limit stated by the casino's Ts&Cs.

Can you please provide us with your suggestion on how to expedite the withdrawal process in this case? Is there any alternative payment method with a higher limit per transaction or with a faster processing time? Anything that could shorten the withdrawal processing time and the entire process?

It seems a bit inadequate if the casino, with such a great rating/safety index, is not able to process players' withdrawals on the level of industry average standards.

Thank you.

Hello Skandito43,

One of our past reply from 14th February 2025. We had informed the following :-

" 6.13 :- At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

We would like to give some more clarification, for above Terms and conditions point number 6.13 :-

Kindly note that a player can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one player would have to wait for any one of the earlier 3 withdrawal request to be processed.

Therefore, we kindly suggest that player attempt three withdrawal request each having gap of 24 hours between them so we can proceed all three together and that will reduce the delays. As we can see a gap of few days between every single withdrawal request attempted. "

We would like to clarify that from our side, we have informed our relevant team to help the player with all of his withdrawal request at the earliest as possible and we would like to help the player with all his winnings at the earliest.

Once again, we would kindly request the player to please co-operate and withdraw his winnings in gap of 24 hours so we can process them quickly as possible. Thank you!

We wish you all a great week ahead!

Best regards,

Malina Casino.

This is not an acceptable response.

these instructions have been followed to a tee for the past 3 months and I’m still not being paid anywhere near the advertised amount.

Terrible.

Greetings all,

I am sorry for the delay.

So, if I understand the situation correctly, we did not move anywhere.

Dear Skandito43,

You mentioned that the casino paid you AU$4,800 in January, while you tried to follow their instructions. Unfortunately, it is not clear from your screenshots above. Therefore, it would be great if you could provide us with more details (screenshots) of your withdrawals - when withdrawals were requested and when the casino processed them - if it is possible to take such screenshots or clarify it in more detail.

Can you please inform us at the end of March (I will set up the timer accordingly) with the following information:

• Although a 24-hour gap between withdrawal requests or why the casino may process all 3 pending withdrawals at once if there are these gaps (I cannot see a difference there - whether there are gaps or not) makes no sense - confirmation that every time there were 3 pending withdrawals in your account, you followed the 24-hours gap between them
• How many withdrawals did the casino process at once (3 as they claimed, provided you followed their instructions above, or only one withdrawal from the pending withdrawals, so you were allowed to request only one new request and wait until another one is processed), and how long it approximately took from requesting a new withdrawal (until there were 3 pending withdrawals) until the casino processed them
• How much you were able to withdraw in February and March
• It would be highly appreciated if you could prove the points above with relevant evidence/screenshots/confirmations of payments received on your payment method

In the meantime, I will try to discuss the matter internally with the team, and how we can proceed with the case.

Then, we will probably try to intervene somehow. However, until then, we would need to see that you complied with the casino's instructions and what is causing the main delays issue.

You can post the relevant details/screenshots/evidence here (it will be marked as 'sensitive' and hidden from the public) or forward it via email (branislav.b@casino.guru). If it is not possible, feel free to let me know, and we will try to find out more from the casino.

Thank you. Looking forward to hearing from you before the end of the current timer.

Hi I am compiling this information now and will have it uploaded in the next day.

No problem at all, Skandito43. I will wait for your updates.

Hi,

In the month of march all withdrawals were requested as soon as possible. I.e. there were no delays from my side and I followed all instructions as I have done for the past 5 months… 5 months.

A grand total of $800 was paid in the month of March.

Again this is well below their advertised minimum and abhorrent for a casino with a "very high" safety index. This needs to be adjusted please.

Really uncertain how they are justifying this behaviour. There are a bunch of similar complaints and they continue to use the same lies to avoid paying and avoid the the backlash from casino guru.

all I want is my money per their terms and conditions.

having a line that says they can make payments as they see fit, I.e. 6.14 in their terms is the definition of an unfair contract term. I should have been paid all of mum funds by but still have $160,000 to withdraw… from $174,000.

None of their responses validate their actions.

see screenshots as proof.

note these also contains the transactions from my other complaint against another casino doing the same thing.

Thank you very much for the update, Skandito43.

Dear Malina Casino Team,

Can you please provide me with the information on how much the casino processed in withdrawals to the player for January, February, and March 2025? How does the casino plan to fix this situation?

Recently, there were already several cases/complaints with casinos with high ratings/safety indexes, which were exactly about the same - extreme dragging out the withdrawal process without providing a relevant reason behind it. Some of them were already closed as 'unresolved', with a direct impact on their safety indexes on casino.guru. Please provide us with at least a justified reason behind this, or otherwise, it would be highly appreciated if the casino would start to fulfil its own Terms and Conditions because it appears they have been breached regularly since last year.

If the reason behind the delays in withdrawals is maybe 'sensitive', feel free to explain it in more detail via email (branislav.b@casino.guru).

Please note that if there is no progress at all in this case or the casino will not provide a real/justified reason for the delays, we will be forced to close the complaint as 'unresolved'. With such a high disputed amount, it would have a very negative impact on the casino's rating on casino.guru, as well as related casinos. Feel free to contact your casino.guru Affiliate Manager for more information about possible consequences.

Thank you. Looking forward to hearing from you.

Dear Skandito43,

We sincerely apologies for your experience. 

We kindly request you to please give us some more time as your pending withdrawals will be paid from our side today or tomorrow and the rest of the amount will be scheduled over the next several days. Therefore we had requested your payment details from you, which we have received and we will share an update at the earliest as possible.

Dear Branislav,

The monthly withdrawal amount you requested. We have no intention to keep the player waiting. Therefore, we had asked for the payment method to help with better withdrawal amount. We kindly request to please give us some time so we can share the updates soon, which will make things clear.

January, = 2,400 AUD.

February, = 1,500 AUD.

March = 1,600 AUD.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Malina team.

Thank you for the update, Malina team.

I am extending the timer until the end of April.

Feel free to inform us about any progress or updates.

Looking forward to hearing from you.

Hi,

Just an update Malinda did process one withdrawal last week, however their promise to make the payment of the remaining balance has not occurred.

Dear Skandito43,

We are happy to confirm that a two manual withdrawal request of 40,000 AUD on your behalf, has been processed, and the money has been sent from our side on 28th April, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

We will also help you with the rest of your balance at the earliest as possible. Thank you!

Thank you for being so patient with us! We really appreciate it.

Best regards, 

Malina team.

Thank you both for your replies and updates.

Dear Skandito43,

Can you please provide us with an update on your side?

Thank you.

Hi,

I have received the first lot of payments. Their commitment to the remaining balance is still outstanding.

Greetings all,

Dear Malina Team,

Can you please inform us about the plan for paying the player's remaining balance?

Thank you.

Hello Skandito43,

We are happy to confirm that your last withdrawal has been processed, and the money has been sent from our side on May 12th, 2025. We do not see any balance in your account.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

MalinaCasino team.

Thank you very much for the confirmation and update, Malina Casino team.

Dear Skandito43,

Can you please confirm the above-stated?

Maybe we could give it a few more business days, so the withdrawals are processed completely, if they have not been yet.

Feel free to inform us once the last withdrawal is credited to your payment method.

Thank you. Looking forward to hearing from you.

Dear Skandito43,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, based on all the available information, we will consider the complaint resolved.

Based on all the gathered information and the above-stated, we consider the case successfully resolved, and I will mark the complaint accordingly in our system.

Dear Skandito43,

Thank you for using the Casino Guru complaint resolution centre. 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.

Thank you, Malina Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru