Malina Casino - Pelaajien rahansiirrot viivästyvät merkittävästi.

Since November 14, 2024, I have been trying to resolve an issue with the company MalinaCasino (https://malinacasino.com/es/) related to three money transfers I requested: S/2000.00, S/2000.00 and S/800.00. However, the amounts deposited into my account were considerably lower: S/1687.25, S/1672.50 and S/597.26, respectively. In addition, my bank charged a commission of $25 for each transfer, justifying that they were treated as international transfers. The company did not previously inform that these transactions would incur correspondent bank commissions or that the money would be sent from abroad, which directly affects the amount received. I have requested clear explanations as to why a transfer method that would avoid these deductions was not used and why I was not informed about the additional costs. I contacted the bank who confirmed that this is the amount they received and they received it in EUROS, not soles, even though my betting account is played in soles, it is recharged in soles... the bank implied that apparently the money was going through intermediary banks, when Malinacasino decided to send me the money in some way so that it arrives in full, by making a transfer or payment IN SOLES and not in another currency. I have waited more than 50 business days for an adequate response since the last communication, sent by email on December 14, 2024. Today, January 14, 2025, I still have not received a solution or a clear response from the company.

 Desde el 14 de noviembre de 2024 he intentado resolver un problema con la empresa MalinaCasino (https://malinacasino.com/es/) relacionado con tres transferencias de dinero que solicité: S/2000.00, S/2000.00 y S/800.00. Sin embargo, los montos depositados en mi cuenta fueron considerablemente menores: S/1687.25, S/1672.50 y S/597.26, respectivamente. Además, mi banco cobró una comisión de 25 dólares por cada transferencia, justificando que las mismas fueron tratadas como transferencias internacionales La empresa no informó previamente que estas transacciones incurrirían en comisiones de bancos corresponsales ni que el dinero se enviaría desde el exterior, lo cual afecta directamente el monto recibido. He solicitado explicaciones claras sobre por qué no se utilizó un método de transferencia que evitara estas deducciones y por qué no se me informó sobre los costos adicionales. Me comunique con el banco los cuales confirman que ese es el monto que ellos recibieron y lo recibieron en EUROS no en soles , a pesar que mi cuenta de apuestas se juegue en soles , se recarga en soles … el banco dio a entender que aparentemente el dinero fue pasando por banco intermediarios , cuando Malinacasino dio enviarme el dinero de alguna manera de que llegue completo , haciendo una transferencia o abono EN SOLES y no en otra moneda He esperado más de 50 días hábiles por una respuesta adecuada desde la última comunicación, enviada por correo electrónico el 14 de diciembre de 2024. Hoy, 14 de enero de 2025, sigo sin recibir solución ni respuesta clara por parte de la empresa.

Dear Vanessaa31,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise when you noticed that more money has been deducted from your account? Please understand that if an intermediary bank deducts funds using an exchange rate even if both accounts (bank vs. casino) are held in the same currency, there's not much we can do. I wish I could be of more help but we are usually powerless in negotiating issues with deposit and withdrawal fee cases.

Please let me know if there's any other issue that we could try to help you with, otherwise, I will be forced to reject your complaint. Looking forward to hearing from you.

Best regards,

Tomas

The same day I received the transfer at my bank, I was surprised to see a considerably lower amount than requested, as well as discounts applied by my bank because the money was sent as an international deposit. This should not have happened, since at no time did MalinaCasino inform that withdrawals would be processed in this way. If they allowed me to register, play and deposit in soles, they should also have processed the withdrawal in the same currency and directly.

My bank has repeatedly denied applying these deductions on their own. They have even told me that I should contact Malinacasino, as they claim that MalinaCasino is responsible for these deductions. What I THINK IS THAT MALINACASINO USED INTERMEDIARIES… this leads me to wonder: why was my money sent through a bank intermediary without my authorization? If MalinaCasino claims that it does not charge fees for withdrawals, why were these deductions applied?

If I trusted my money to MalinaCasino, expecting the funds to be processed correctly and without hidden fees. If the withdrawal was going to be managed through an intermediary bank that would apply discounts, they should have informed me in advance (In their terms and conditions it doesn't say anything about that, in fact I asked them if they would charge any discount, which they told me, the money you request is the money you will receive). Had I known, I would have opted for another withdrawal method, such as Astropay.

Please find a solution to this problem, as I believe that what happened is unethical and goes against a transparent user experience.

El mismo día que recibí la transferencia en mi banco, me sorprendió ver un monto considerablemente menor al solicitado, además de descuentos aplicados por mi banco debido a que el dinero fue enviado como un depósito internacional. Esto no debió ocurrir, ya que en ningún momento MalinaCasino informó que los retiros se procesarían de esta manera. Si me permitieron registrarme, jugar y depositar en soles, también debieron procesar el retiro en la misma moneda y de forma directa.

Mi banco ha negado reiteradamente haber aplicado estos descuentos por su cuenta. Incluso me han indicado que debo comunicarme con Malinacasino, pues afirman que el responsable de estas deducciones es MalinaCasino. Lo que YO PIENSO ES QUE MALINACASINO USO INTERMEDIARIOS … esto me lleva a preguntarme: ¿por qué mi dinero fue enviado a través de un intermediario bancario sin mi autorización? Si MalinaCasino asegura que no cobra comisiones por retiros, ¿por qué se aplicaron estos descuentos?

Si yo confié mi dinero a MalinaCasino, esperando que los fondos sean procesados correctamente y sin cargos ocultos. Si el retiro iba a ser gestionado a través de un banco intermediario que aplicaría descuentos, debieron informármelo con anticipación (En sus términos y condiciones no dice nada de eso , es mas les pregunte si cobrarían algún descuento lo que me dijeron , el dinero que solicitas es el dinero que te llegara). De haberlo sabido, hubiera optado por otro método de retiro, como Astropay.

Pido por favor que puedan encontrar solución a este problema, ya que considero que lo ocurrido es poco ético y va en contra de una experiencia de usuario transparente.

Thanks for the explanation.

• Have you asked the casino to refund you any discrepancy in the funds you received directly?
• Could you please share screenshots of your payouts from the withdrawal history with the amounts visible?

I have repeatedly told MalinaCasino that they must refund the remaining money to me. Although they are trying to blame my bank, the truth is that the entity that originally held those funds was MalinaCasino.

While they claim that they do not charge any fees, it is clear that their withdrawal provider (which is still part of MalinaCasino) is the one actually responsible for these deductions. Therefore, the company should take responsibility for the difference in the amounts received.

I am attaching here the details of the three withdrawals I made, where you can see the big difference between the amounts requested and those that finally arrived at my bank.

He reiterado en varias ocasiones a la casa de apuestas MalinaCasino que debe reembolsarme el dinero restante. A pesar de que intentan responsabilizar a mi banco, lo cierto es que la entidad que originalmente poseía esos fondos era MalinaCasino.

Si bien afirman que no cobran comisiones, es evidente que su proveedor de retiro (que sigue siendo parte de MalinaCasino) es el verdadero responsable de estos descuentos. Por lo tanto, la empresa debe asumir la responsabilidad por la diferencia en los montos recibidos.

Adjunto aquí los detalles de los tres retiros que realicé, donde podrán notar la gran diferencia entre las cantidades solicitadas y las que finalmente llegaron a mi banco.

Thanks for your reply

I understand your concern however, I'm not quite sure how we could assist you since the casino refused to compensate you.

Transaction fees and currency exchange fees are not something that we can influence or have the capacity to investigate.

Please understand the casino is not responsible for fees your bank charges for international transactions.

Also, International online casinos might operate in currencies that are different from the player's domestic currency.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I want to make it clear that my bank is not responsible for the discount that has been applied to my withdrawals. I admit that the $25 fee for each international transaction is my bank's; however, there is still a difference of S/541.99 that has not been explained.

Case details:

The total amount to be received was S/4800 (S/2000 + S/2000 + S/800).

I received a lower total, with a difference of S/842.99.

Subtracting the S/300 corresponding to my bank's commission (S/94 for each of the 3 transfers of $25), there is a missing balance of S/560.99.

If MalinaCasino claims that they do not charge fees, then the discount comes from their payment and withdrawal provider. I request that you investigate this situation and provide me with a direct contact with said provider, as I believe that the responsibility lies with them.

I would also like to emphasize that the entity that decides which intermediary bank will handle my money is not Interbank, but MalinaCasino and its withdrawal provider. I hope for a prompt solution to this problem.

Another point, whatever the currency or the exchange rate they use, THERE WILL NOT BE A BIG DIFFERENCE BETWEEN S/560.99

Quiero dejar en claro que mi banco no es responsable del descuento que se ha aplicado a mis retiros. Admito que la comisión de $25 por cada transacción internacional corresponde a mi banco; sin embargo, aún hay una diferencia de S/541.99 que no ha sido explicada.

Detalles del caso:

El monto total que debía recibir era S/4800 (S/2000 + S/2000 + S/800).

Recibí un total menor, con una diferencia de S/842.99.

Restando los S/300 correspondientes a la comisión de mi banco (S/94 por cada una de las 3 transferencias de $25), queda un saldo faltante de S/560.99.

Si MalinaCasino afirma que no cobra comisiones, entonces el descuento proviene de su proveedor de pagos y retiros. Les solicito que investiguen esta situación y me proporcionen un contacto directo con dicho proveedor, ya que considero que la responsabilidad recae en ellos.

Además, quiero recalcar que la entidad que decide qué banco intermediario manejará mi dinero no es Interbank, sino MalinaCasino y su proveedor de retiros. Espero una pronta solución a este problema.

Otro punto , sea la moneda que sea o el tipo de cambio que realicen , NO VA A HABER UNA GRAN DIFERENCIA DE S/560.99

Dear Vanessaa31,

Thank you for your detailed response. In order to proceed with our investigation, I’d like to ask if you happen to know anyone else who plays at Malina Casino or if you’ve had any previous interactions with other users on our platform that may be relevant to your case. We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation.

Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

With Malinacasino? No, I don't know anyone, it's that simple... I've played in several betting houses but I'm not one to recommend them.

Con Malinacasino ? , no no conozco a nadie así de simple ... yo eh jugado en varias casas de apuestas pero no soy de recomendar

Thank you very much, Vanessaa31, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.

Hello, Vanessaa31,

I am sorry to hear about your trouble. 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? Why did the user receive significantly less money than they requested withdrawals for?

In addition, if we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Hello, Vanessaa31,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Malina Team

Dear Vanessaa31,

Please note that international SEPA bank mediators apply their commission directly to the transaction before final settlement.

These charges are typically deducted by intermediary or correspondent banks involved in processing cross-border SWIFT payments.

Best Regards,

Malina Team

Dear Malinacasino Team

I hope you are all well. I am writing to request clarification regarding the withdrawal process I completed on your platform, as I have several questions and concerns. Below are my concerns:

• Why wasn't the transfer made directly to my account?

My account at your betting firm was registered in soles, and the initial deposit was also made in soles. However, the withdrawal was not made directly to my account in the local currency, but rather went through intermediaries. I would like to understand why this procedure was followed.

• Why was I paid in euros when my account was in soles?

Since my account was in soles and I requested the withdrawal in soles, I don't understand why the payment was made in euros. I would appreciate a detailed explanation on this matter.

• Why wasn't I informed about possible discounts when transferring money through intermediary banks?

If my money had to go through intermediary banks, I was not informed in advance that this process might involve discounts or fees. I think it's important to know why I wasn't notified in advance about these charges.

• Who chooses the intermediary banks?

I'd like to know who is responsible for choosing intermediary banks: is it your bookmaker, your payment provider, or my bank?

I would greatly appreciate it if you could answer each of these questions in as much detail as possible.

Depending on the answers they give me, I will make the appropriate decisions, because if they are not entirely "at fault" in this problem, I will have to proceed with a lawsuit against my bank.

I look forward to your prompt response and thank you in advance for your attention.

Estimado equipo de Malinacasino

Espero se encuentren bien. Me dirijo a ustedes con el fin de solicitar una aclaración sobre el proceso de retiro que realicé en su plataforma, ya que tengo varias dudas y preocupaciones al respecto. A continuación, detallo mis inquietudes:

• ¿Por qué no se realizó la transferencia directamente a mi cuenta?

Mi cuenta en su casa de apuestas estaba registrada en soles, y el depósito inicial también fue realizado en soles. Sin embargo, el retiro no se realizó directamente a mi cuenta en la moneda local, sino que pasó por intermediarios. Me gustaría entender por qué se siguió este procedimiento.

• ¿Por qué se me pagó en euros cuando mi cuenta estaba en soles?

Dado que mi cuenta estaba en soles y solicité el retiro en soles, no entiendo por qué se realizó el pago en euros. Agradecería una explicación detallada sobre este aspecto.

• ¿Por qué no se me informó sobre posibles descuentos al pasar el dinero por bancos intermediarios?

Si mi dinero tuvo que pasar por bancos intermediarios, no se me informó de antemano sobre la posibilidad de que este proceso incluyera descuentos o comisiones. Considero importante saber por qué no se me notificó previamente sobre estos cargos.

• ¿Quién elige los bancos intermediarios?

Me gustaría saber quién tiene la responsabilidad de escoger los bancos intermediarios: ¿es su casa de apuestas, su proveedor de pagos o mi banco?

Agradecería mucho si pudieran responder a cada una de estas preguntas con el mayor detalle posible.

Dependiendo de las respuestas que me brinden, tomaré las decisiones correspondientes, ya que si no tienen la "culpa" absoluta en este problema, tendré que proceder con una demanda contra mi banco.

Quedo a la espera de su pronta respuesta y les agradezco de antemano por su atención.

Dear Vanessaa31,

Regarding your questions, we providing you the following information:

 International transactions, particularly those involving currency conversions, may require processing through intermediary banks. This is a standard banking procedure that helps facilitate cross-border payments when a direct route is unavailable.

 While your account was in soles, the payment process depends on the available financial routes and the supported currencies of our payment providers and partner banks. In some cases, funds must be processed in a major currency (such as euros) before being converted into the local currency upon receipt, depending on banking regulations and processing agreements.

 We understand how important it is to have full transparency on transaction fees. However, fees applied by intermediary or correspondent banks are not always predefined, as they depend on the banks involved in the transfer process. These charges are determined by the banks themselves, and we do not have direct control over them. We always recommend checking with your receiving bank for potential deductions.

Who chooses the intermediary banks?

 The routing of funds is determined by the global banking network and the relationships between correspondent banks. The specific intermediary banks involved in the transfer are chosen automatically based on agreements between financial institutions, including our payment providers and your bank. This ensures efficiency and compliance with international banking standards.

We hope this clarifies your situation.

Thank you for understanding.

Best Regards,

Malina Team

So, for all the time you've had your betting house operating, have withdrawals always been like this? Or have they previously been payments directly from your bank to mine? I mean, was this change recent or has it been operating like this for a long time?

Entonces en toooodo el tiempo que ustedes han tenido como casa de apuestas funcional , siempre los retiros han sido así ? o antes han sido pagos directo desde su banco hasta el mío? , me refiero a si este cambio fue reciente o viene así operando hace mucho tiempo ?

Thank you both for your replies and the additional information.

I assume the process has been like this for a long time, Vanessaa31. If players play in an online casino accepting players worldwide, while they usually internally operate with international currency (for example, €, as in this case, which sometimes requires several exchanges under current rates), it takes place like this - through intermediaries, which may include additional charges. However, although players can find out more about the process from the casino itself or from their payment method providers/banks, I do not think that any bank would provide you with more details or information about the exact additional charges if they do not know more about a particular sender/the casino's payment provider or processor, which is likely a piece of information you cannot get before such a withdrawal is made. So, to be honest, although the casino probably does not know this information either, it is the one who should be able to find out more from their payment providers/processors and/or at least sufficiently inform players about possible further charges by its 3rd party partners.

Dear Malina Team,

Can you please clarify how players are informed about the internal casino's currency and possible further conversions and charges that may take place during a withdrawal? Since the casino is the one who chooses its partners for transactions and it is the one who could influence the process of payout or get more information about additional charges, are players informed about this somehow in the casino's Terms and Conditions or at least in their cashier sections upon requesting withdrawals? If so, can you provide us with more details on where we can find such information and what exactly it says?

Honestly, the player's bank informed her about fees charged by the bank, and she accepted it - since it is her bank's thing and the last 'station' where money ends, that is something we can consider completely outside the casino's (or its payment provider's) control. However, the rest of the process - the way beginning with the player's gaming account until it reaches the player's payment method - is mainly in the casino's hands and influence, as additional charges depend on the casino's payment providers and their processes.

If players are not sufficiently informed about these things and possible additional charges through the process of withdrawals, would the casino be able and willing to at least somehow compensate the user for the unexpected additional charges incurred? If so, how? What is your suggestion?

Also, in the future - is there any way for players (let's say residing in Peru) to withdraw from Malina Casino without or with minimal fees to avoid any unexpected additional charges?

Thank you.

I'd like to clarify a few points about my withdrawal amounts, as there may have been a misunderstanding regarding the amount I mentioned in my first message.

I have made three withdrawals with the following amounts:

2,000 soles <> S/ +1,687.25

2,000 soles <> S/ +1,672.50

800 soles <> S/ +597.26

Additionally, I received three discounts related to international transfers, each worth $25, or S/-99.45.

In summary, the total discounts I received were:

A discount of S/ 842.99 soles, which was made by Malinacasino or the payment provider (this is clear in the message I sent at the beginning of the claim).

An additional discount from my bank because Malinacasino processed the transfers as international. This discount was S/. 298.35, and had it not been for the way the transfer was processed, this amount would not have been applied.

I want to clarify that the S/ 842.99 discount was made by Malinacasino or its payment provider, while the S/ 298.35 discount was a result of the international transfer made by Malinacasino.

I greatly appreciate your attention and hope this clarification helps resolve the issue efficiently.

Anyway, I attach proof of my bank statement and my withdrawals from the betting house.

Another point I want to touch on is that before, during and after the withdrawal I asked many times if the money I requested was going to arrive in full to my account, where they said yes, I also asked if they would make any discount or commission, where they said no, I attach proof (IF THEY HAD WARNED ME OF ANY DISCOUNT I WOULD HAVE LOOKED FOR A WAY NOT TO PLAY IN THEIR BETTING HOUSE OR SIMPLY SEE HOW TO WITHDRAW)

I will wait for a response and hope for a solution, thank you very much.

Quisiera aclarar algunos puntos sobre los montos de mis retiros, ya que puede haber habido un malentendido en la cantidad que mencioné en mi primer mensaje.

He realizado tres retiros con los siguientes montos:

2,000 soles <> S/ +1,687.25

2,000 soles <> S/ +1,672.50

800 soles <> S/ +597.26

Adicionalmente, tuve tres descuentos relacionados con las transferencias internacionales, que corresponden a 25 dólares por cada una, es decir, S/ -99.45 cada vez.

En resumen, los descuentos totales que recibí fueron:

Un descuento de S/ 842.99 soles, que fue realizado por Malinacasino o el proveedor de pago (esto está claro en el mensaje que envié al inicio del reclamo).

Un descuento adicional por parte de mi banco debido a que Malinacasino realizó las transferencias como internacionales. Este descuento fue de S/ 298.35 soles, y de no haber sido por la forma en que se hizo la transferencia, este monto no se hubiera aplicado.

Quiero dejar claro que el descuento de S/ 842.99 soles fue realizado por Malinacasino o su proveedor de pago, mientras que el descuento de S/ 298.35 soles fue consecuencia de la transferencia internacional hecha por Malinacasino.

Agradezco mucho su atención y espero que esta aclaración ayude a resolver el problema de manera eficiente.

De todas maneras adjunto pruebas de mi extracto bancario y mis retiros en la casa de apuestas

Otro punto que quiero tocar es que antes , durante y después del retiro yo pregunte muchas veces si el dinero que solicitaba iba a llegar completo a mi cuenta , donde dijeron que si , también pregunte si harán algún descuento o comisión , donde dijeron que no , adjunto pruebas ( SI ME HUBIERAN AVISADO DE ALGUN DECUENTO HUBIERA BUSCADO LA FORMA DE NO JUGAR EN SU CASA DE APUESTAS O DE SIMPLEMENTE VER COMO RETIRAR )

Esperare una respuesta y espero una solución , muchísimas gracias.

Hello, Vanessaa31,

Thank you for your patience.

Regarding your questions, we providing you the following information:

This payment method was operating like this all the time.

It will be fixed after integration of local method will be implemented by PGW team.

BE aware that can use other methods on which commissions will not applied.

I hope this clarify your situation.

Best Regards,

Malina Team

At the time, I was assured that "Malicasino" does not charge fees. However, I have noticed that fees have been deducted from the intermediary banks, which was not previously reported. (Even though I asked before, during, and after the withdrawal, I was always told that you *do* not charge fees.)

My question is this: Why wasn't I notified about the possibility of these fees being charged, especially if they knew my money would be going through these intermediary banks? These types of charges are significant to me, as the amount involved is quite high, and I would have liked to explore an alternative method to avoid this situation.

Additionally, they mention that "this will be resolved after the PGW team implements the local method integration." I would appreciate more details on this process. Will you provide a solution to this issue we've been experiencing? - because I asked if they charged a fee, and since they told me not to continue with the withdrawal, if they had told me yes, I would have looked for another withdrawal method...

I appreciate your prompt response and hope we can find a fair and mutually beneficial solution.

En su momento, me aseguraron que "Malicasino no cobra comisiones", sin embargo, he notado que se han descontado comisiones de los bancos intermediaros, lo cual no fue informado previamente. ( A PESAR QUE YO PREGUNTE , ANTES , DURANTE Y DESPUES DEL RETIRO Y SIEMPRE ME DECIAN QUE USTEDES *NO* COBRAN COMISIONES )

Mi pregunta es la siguiente: ¿Por qué no me notificaron sobre la posibilidad de que estas comisiones fueran aplicadas, especialmente si sabían que mi dinero pasaría por esos bancos intermediaros? Este tipo de cargos son significativos para mí, ya que el monto involucrado es bastante elevado, y me hubiera gustado explorar un método alternativo para evitar esta situación.

Además, mencionan que "se solucionará después de que el equipo de PGW implemente la integración del método local". Agradecería más detalles sobre este proceso , Me darán solución a este problema que hemos tenido ????? - por que yo pregunte si cobraban comisión , y como me dijeron que no continúe con el retiro , si me hubieran dicho si , hubiera buscado otro método de retiro ...

Agradezco de antemano su pronta respuesta y espero que podamos encontrar una solución justa y favorable para ambas partes.

Greetings all,

Alright, Vanessaa31, I am sorry for the misunderstanding. I removed the part with the disputed amount from my post. After the clarification, I know how you meant that, so the disputed amount was set up correctly.

Dear Malina Casino,

A significant time passed, but I have a feeling that not all of our questions were answered sufficiently.

Can you please look once again at my previous post and answer the unanswered questions?

The user obviously received misleading information from the casino's customer support, which made her sure that there would be no additional fees.

Thank you. Looking forward to hearing from you.

I understand that you've always handled your withdrawals this way (although I honestly have my doubts that was the case from the start). However, if your advisors had informed me correctly from the beginning, I would have looked for other alternatives to withdraw my money without incurring fees—perhaps through cryptocurrency or another method.

The bottom line here is that I was misinformed. In the attached screenshot, you can clearly see that one of their advisors assured me that MaliCasino doesn't charge fees, which turned out to be false.

Therefore, I hope a fair solution can be found in my favor, as I consider this situation to be completely unfair and caused by an error in the advice I received from you.

I look forward to a prompt response.

Entiendo que ustedes manejan sus retiros de esta manera desde siempre (aunque honestamente tengo mis dudas de que haya sido así desde un inicio). Sin embargo, si sus asesores me hubieran informado correctamente desde el principio, yo habría buscado otras alternativas para retirar mi dinero sin incurrir en comisiones —quizás a través de criptomonedas u otro método.

El punto central aquí es que fui mal informada. En la captura de pantalla adjunta pueden ver claramente que uno de sus asesores me aseguró que MaliCasino no cobra comisiones, lo cual resultó ser falso.

Por lo tanto, espero que se pueda encontrar una solución justa a mi favor, ya que considero esta situación totalmente injusta y generada por un error en la asesoría que recibí de su parte.

Quedo atenta a una pronta respuesta.

Dear all,

Unfortunately, third-party institutions may apply processing fees independently of our system, and in some cases, we are not notified in advance when or how such fees might be applied. It's not a technical issue, but basically how method works.

The routing of funds is determined by the global banking network and the relationships between correspondent banks. The specific intermediary banks involved in the transfer are chosen automatically based on agreements between financial institutions, including our payment providers and your bank. This ensures efficiency and compliance with international banking standards.

In this case, player can try to use other available withdrawal methods, which should have lower fees. Or just to wait until we'll add new local withdrawal methods.

International transactions, particularly those involving currency conversions, may require processing through intermediary banks. This is a standard banking procedure that helps facilitate cross-border payments when a direct route is unavailable.

We hope this situation is clear as all information is provided, and we reply to all question.

Thank you and have a great day.

Best Regards,

Malina Team

Dear Malicasino Support Team:

Thank you for your response, but I want to express my deep concern about this situation.

During the withdrawal process, I lost S/842.99, a significant amount that was never identified as a risk by your platform. While I understand that these charges were applied by intermediary banks and not directly by you, I believe Malicasino should assume full responsibility, as:

1) I was never warned that the withdrawal method selected could involve third-party fees.

2) You claim not to charge fees, but you fail to mention that the process may entail hidden costs from other players in the financial system.

3) As a customer, I trust the information and tools you provide. If a withdrawal option involves high fees, it should be clearly stated or even blocked until the user confirms they accept that risk.

4) The outcome of this transaction was detrimental to me, and as the company with which I am depositing my money, you also have a duty of care and transparency.

This isn't just about complaining about a fee, but about pointing out a failure in communication and user protection. In this case, the failure to warn me about the possibility of third-party charges left me with a significant loss. I believe Malicasino should consider compensation and, failing that, at least take steps to prevent this from happening to another player again.

I expect a clear and responsible response.

Estimado equipo de atención de Malicasino:

Les agradezco la respuesta, pero quiero dejar constancia de mi gran malestar con respecto a esta situación.

Durante el proceso de retiro de mis fondos, he perdido S/842.99, un monto significativo que en ningún momento fue advertido como un riesgo por parte de su plataforma. Si bien entiendo que estos cargos fueron aplicados por bancos intermediarios y no directamente por ustedes, considero que Malicasino debería asumir responsabilidad total, ya que:

1)Nunca fui advertida de que el método de retiro seleccionado podría implicar cargos por terceros.

2)Ustedes aseguran no cobrar comisiones, pero omiten mencionar que el proceso puede conllevar costos ocultos por parte de otros actores del sistema financiero.

3)Como cliente, yo confío en la información y herramientas que ustedes me proporcionan. Si una opción de retiro implica comisiones elevadas, debería estar claramente señalada o incluso bloqueada hasta que el usuario confirme que acepta ese riesgo.

4)El resultado de esta transacción fue perjudicial para mí, y como empresa con la que estoy depositando mi dinero, ustedes también tienen un deber de cuidado y transparencia.

No se trata solo de quejarme por una comisión, sino de señalar una falla en la comunicación y en la protección al usuario. En este caso, la omisión de advertirme sobre la posibilidad de cargos de terceros me dejó con una pérdida significativa. Considero que Malicasino debería evaluar una compensación y en su defecto, al menos tomar medidas para evitar que esto vuelva a ocurrirle a otro jugador.

Espero una respuesta clara y responsable.

Thank you both for your replies and additional information.

Dear Malina Team,

Alright, let's try it again.

"Can you please clarify how players are informed about the internal casino's currency and possible further conversions and charges that may take place during a withdrawal? Since the casino is the one who chooses its partners for transactions and it is the one who could influence the process of payout or get more information about additional charges, are players informed about this somehow in the casino's Terms and Conditions or at least in their cashier sections upon requesting withdrawals? If so, can you provide us with more details on where we can find such information and what exactly it says?

...

If players are not sufficiently informed about these things and possible additional charges through the process of withdrawals, would the casino be able and willing to at least somehow compensate the user for the unexpected additional charges incurred? If so, how? What is your suggestion?"

The casino's customer support obviously provided the user with the incorrect information, based on which she made the withdrawal requests.

In the meantime, I will discuss the matter internally with the team, and I will inform you once I have clear results of the discussion.

Thank you. Looking forward to hearing from you.

While we wait for the bookmaker's response, I have sent you some additional information:

https://malinacasino.com/pe/rules

Here you can see that at no point in their terms and conditions is there any mention of possible commissions.

Below, I've attached a screenshot showing all the withdrawal methods available on your platform. The image clearly states "0% fee" for each method, including the method I used: bank transfer.

Considering this, I believe there is a clear inconsistency in the information provided. While the platform states that no fees are applied, in my case, a considerable discount was applied at the time of withdrawal. This can be interpreted as false or, at best, incomplete information, which generates distrust and directly affects the user.

Regardless of how it's interpreted, I believe the responsibility lies with the bookmaker, as users make decisions based on what's officially reported on their platform. The amount deducted hasn't been small, so I truly hope MalinCasino takes appropriate responsibility and provides me with an appropriate solution.

Also adding that in the live chat they told me the same thing, WE DO NOT CHARGE COMMISSIONS, whether the information is false or incomplete, I still hold the bookmaker responsible.

Mientras esperamos la respuesta de la casa de apuestas , les envió información adicional:

https://malinacasino.com/pe/rules

acá podrá observar que en ningún punto de sus términos y condiciones se toca sobre posibles comisiones

A continuación, les adjunto una captura de pantalla donde se muestran todos los métodos de retiro disponibles en su plataforma. En dicha imagen se indica claramente "comisión: 0%" para cada uno de ellos, incluyendo el método que utilicé: transferencia bancaria.

Considerando esto, considero que hay una clara inconsistencia en la información proporcionada. Si bien la plataforma señala que no se aplican comisiones, en mi caso sí se efectuó un descuento considerable al momento del retiro. Esto puede interpretarse como información falsa o, en el mejor de los casos, incompleta, lo cual genera desconfianza y afecta directamente al usuario.

Independientemente de cómo se interprete, creo que la responsabilidad recae en la casa de apuestas, ya que el usuario toma decisiones en base a lo que se informa oficialmente en su plataforma. El monto descontado no ha sido menor, por lo que realmente espero que MalinCasino asuma la responsabilidad correspondiente y me brinde una solución adecuada.

Agregando también que en el chat n vivo me dijeron lo mismo , NO COBRAMOS COMISIONES , sea información falsa o incompleta igual responsabilizo a la casa de apuestas

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.

It's clear that by not responding now, after having done so on previous occasions, they demonstrate no solid grounds to justify the commission that was improperly deducted from me. This lack of transparency and accountability on the part of Malinacasino exposes an unreliable practice.

I reiterate my claim and demand a formal explanation, as well as immediate reimbursement of the money stolen without prior notice or consent.

Es evidente que al no responder ahora, después de haberlo hecho en ocasiones anteriores, demuestran no tener fundamentos sólidos para justificar la comisión que se me ha descontado de forma indebida. Esta falta de transparencia y responsabilidad por parte de Malinacasino deja en evidencia una práctica poco confiable.

Reitero mi reclamo y exijo una explicación formal, así como el reembolso inmediato del dinero sustraído sin previo aviso ni consentimiento.

Greetings all,

Dear Vanessaa31,

Basically, it appears that the casino itself did not charge any additional fees for your withdrawals, so the information from the live chat representative was likely correct. Apparently, the differences between the original withdrawal amounts and what you got were caused by conversions according to exchange rates, possibly fees on the intermediaries' side, and your bank's side, which is something the casino does not know in advance and is out of its power to influence.

After internal discussion with the team, in this case, it was agreed upon that higher unexpected fees are something that we or the casino cannot influence, and we will not 'punish' the casino for something like this. In addition, I also went through the complaint once again, as well as a few similar other complaints you submitted on casino.guru.

To be honest - although we will try to help you further, please note we will not 'push' the casino to return the disputed funds to you.

Let's ask the casino for their opinion and suggestions for the proceedings.

Dear Malina Casino Team,

Although the casino cannot inform players about exact additional fees in advance, and it likely does not charge any additional fees for withdrawals itself, the information about 0% commission or that there are no fees in case of such type of an international transfer is not completely correct.

Would it be please possible to provide us at least with some confirmation or a statement from your payment provider that the casino sent exactly the amounts the user requested upon withdrawal requests?

Although you have not responded to a few simple questions above, it would be great if the casino could somehow inform players about possible additional fees upon making international withdrawals. Losing more than approximately 275€ only due to exchange rates and additional fees (more than 23% of the withdrawal amounts) is a bit much.

As I indicated above, we would not like to 'push' the casino to return the entire disputed amount to the player. However, I would say that now it is rather about the casino's approach, willingness, and the ability to at least somehow compensate imperfections in the processes (rather on the casino's side and/or its payment provider(s)) and a bit confusing information provided by the casino's customer support.

Would the casino be able and willing to provide the user at least with some reasonable amount of real money, or an advantageous/generous cashback/bonus to her gaming account?

Please note that more than 2 weeks have passed since my last response. I am extending the timer once again, until the end of next week. However, then I will be forced to close the case according to the available information.

Thank you.

I understand that, as you mention, the bookmaker may not have direct responsibility for some external commissions. However, I believe they are aware of the routes and processes through which the money circulates, including the involvement of intermediary banks.

What concerns me is that I was never informed in advance about possible additional charges outside of MalinaCasino. There was no warning before making the deposit, nor during the withdrawal process. Nowhere is there any mention of possible external fees. I find this lack of transparency unacceptable.

I've played at several betting houses and have never had this kind of problem before. This is the first time my money has been channeled through intermediary banks without prior notice , which has resulted in a very significant discount for me: S/1,141 soles.

It may not be a huge amount to you, but it is to me, and that's why I'm fighting for a clear answer and a solution. I feel I have the right to know why I wasn't warned about this potential problem from the start.

Thank you in advance for your attention and look forward to a prompt response.

Entiendo que, como ustedes mencionan, la casa de apuestas puede no tener responsabilidad directa sobre algunas comisiones externas. Sin embargo, considero que sí tienen conocimiento de las rutas y procesos por los cuales circula el dinero, incluyendo la participación de bancos intermediarios.

Lo que me resulta preocupante es que nunca se me informó previamente sobre posibles cargos adicionales ajenos a MalinaCasino. No hubo ningún aviso antes de realizar el depósito, ni tampoco en el proceso de retiro. En ninguna parte se advierte que podría haber comisiones externas. Esta falta de transparencia me parece inaceptable.

He jugado en varias casas de apuestas y nunca antes he tenido este tipo de problemas. Es la primera vez que mi dinero es canalizado por bancos intermediarios sin previo aviso, lo que ha derivado en un descuento muy significativo para mí: S/1141 soles.

Tal vez para ustedes no represente una gran cantidad, pero para mí sí lo es, y por eso estoy luchando por obtener una respuesta clara y una solución. Considero que tengo derecho a saber por qué no se me advirtió de este posible problema desde un inicio.

Agradezco de antemano su atención y espero una pronta respuesta.

Dear all,

We understand how important it is to have full transparency on transaction fees. However, fees applied by intermediary or correspondent banks are not always predefined, as they depend on the banks involved in the transfer process. These charges are determined by the banks themselves, and we do not have direct control over them. We always recommend checking with your receiving bank for potential deductions.

 The routing of funds is determined by the global banking network and the relationships between correspondent banks. The specific intermediary banks involved in the transfer are chosen automatically based on agreements between financial institutions, including our payment providers and your bank. This ensures efficiency and compliance with international banking standards.

The routing of funds is determined by the global banking network and the relationships between correspondent banks. The specific intermediary banks involved in the transfer are chosen automatically based on agreements between financial institutions, including our payment providers and your bank. This ensures efficiency and compliance with international banking standards.

Also kindly be advised to check out Terms and Conditions from our site:

• 6.23 -  You assume full responsibility for paying all taxes, collections and other expenditures associated with any win from using the Website services. You agree to compensate the Company for all expenses or losses that the Company may incur as a result of any liability or requirement presented to us by a government body due to requirements to withhold or pay taxes or similar requirements in connection to your withdrawal request or income.

Best Regards,

Malina Team

I repeat, if you knew everything about the intermediary banks, why don't you put up a notice so that the user can see... a common user doesn't know anything about these dealings, if deposits are easy, withdrawals are also easy... but you didn't warn me about anything and because of that I've lost a good amount.

Vuelvo a repetir , si ustedes sabían todo sobre los bancos intermediarios , por que no ponen un aviso para que el usuario vea … un usuario común no sabe nada de estos manejos , si se deposita fácil , también se retira fácil … pero no avisaron nada y por culpa de eso eh perdido buena cantidad

Thank you both for your replies.

Dear Malina Team,

"Would the casino be able and willing to provide the user at least with some reasonable amount of real money, or an advantageous/generous cashback/bonus to her gaming account?"

Do I understand correctly that the casino is really not interested in anything like this?

Thank you.

Dear all,

As a gesture of good will, we are willing to provide the user 105 PEN cashback.

Once we have a reply, we can process with adding the cashback into the player account.

Thank you for understanding.

Best Regards,

Malina Team

I am writing to you with respect and concern regarding a withdrawal I made, in which I noticed that 1,141 soles were missing from the total amount I was supposed to receive. I am actively participating in the forum to request a refund of this amount, as I believe there was a lack of clear communication on the part of your platform.

You have responded that you cannot be held responsible because the deductions were made by intermediary banks. However, at no point was I warned that my money could be transferred through these banks and incur fees. Neither the information published on your website nor the live chat mentioned this possibility. On the contrary, it was always indicated that withdrawals had a "0% fee," which, from my perspective, represents incomplete or even misleading information.

I understand that the discounts were not applied directly by you, but I also firmly believe that as service providers, you have a responsibility to warn your users about any potential additional charges from third parties, especially if they could significantly affect the amount you receive.

As an act of good faith, I have been offered compensation of 105 soles. I appreciate the gesture, but I sincerely believe it is not proportional to the damage suffered. Therefore, I request that I be granted at least 50% of the amount lost, i.e., 570 soles, as a mutually reasonable compromise.

I'm not looking for conflict, just a fair response to a case that clearly could have been avoided with better communication. I'm sure you can understand my position, as I acted guided by the information you yourselves provided.

Me dirijo a ustedes con respeto y preocupación respecto a un retiro que realicé, en el cual noté que faltaban 1,141 soles del monto total que debía recibir. Estoy participando activamente en el foro para solicitar la devolución de este importe, ya que considero que hubo una falta de comunicación clara por parte de su plataforma.

Ustedes han respondido que no pueden hacerse responsables porque los descuentos fueron realizados por bancos intermediarios. Sin embargo, en ningún momento fui advertido de que mi dinero podría pasar por dichos bancos y sufrir comisiones. Ni en la información publicada en su página web ni en el chat en vivo se mencionó esta posibilidad. Al contrario, siempre se indicó que los retiros tenían "0% de comisión", lo cual, desde mi perspectiva, representa información incompleta o incluso engañosa.

Comprendo que los descuentos no hayan sido aplicados directamente por ustedes, pero también creo firmemente que como intermediarios del servicio, tienen la responsabilidad de advertir a sus usuarios sobre cualquier posible cargo adicional por parte de terceros, especialmente si eso puede afectar significativamente el monto a recibir.

Como acto de buena fe, me han ofrecido una compensación de 105 soles. Agradezco el gesto, pero sinceramente considero que no es proporcional al perjuicio sufrido. Por ello, solicito que se me otorgue al menos el 50% del monto perdido, es decir, 570 soles, como solución intermedia y razonable para ambas partes.

No busco conflicto, solo una respuesta justa ante un caso que, claramente, pudo haberse evitado con una mejor comunicación. Estoy segura de que pueden entender mi posición, ya que actué guiado por la información que ustedes mismos brindaron.

Dear Vanessaa31,

We understand your frustration about this situation.

After double-checking your case, we are happy to announce that as a gesture of good will, we are willing to provide the user 270 PEN cashback.

Once we have a reply, we can process with adding the cashback into the player account.

Thank you for understanding.

Best Regards,

Malina Team

Excuse me, do you mean 570 soles?

My intention in the previous message was to propose a partial solution that could benefit both parties. Considering the lack of information—or incorrect information—you provided, I consider it fair that I be reimbursed at least half of the amount lost.

Disculpe, ¿se refiere a 570 soles?

Mi intención en el mensaje anterior era proponer una solución parcial que pudiera beneficiar a ambas partes. Considerando la falta de información —o información incorrecta— proporcionada por su parte, considero justo que al menos se me reembolse la mitad del monto perdido.

Dear Vanessaa31,

Thank you for your patience and for giving us the opportunity to review your situation in detail.

We truly value your trust in us and understand how frustrating it can be when things don’t go as expected.

After carefully evaluating your case, we would like to offer you a cashback of 270 PEN as a goodwill gesture. While we recognize that this may not fully resolve the inconvenience you experienced, we hope it demonstrates our genuine commitment to making things right and maintaining a positive relationship with you.

We appreciate your understanding and look forward to hearing from you soon.

Warm regards,

MalinaCasino Team

I'll accept that money and deduct it from the balance I've lost. Still, I'll continue to look for other ways to resolve this problem. Is that okay?

However, I want to make it clear that I don't want to use that money to gamble, as it could be deducted again when I withdraw it. You understand that the problem stems specifically from withdrawals, right?

Please, I request that the entire amount be transferred to my account, either through an online wallet or by bank transfer. I will later find a way to identify those responsible for the remaining funds.

Aceptaré ese dinero y lo descontaré del saldo que he perdido. Aun así, seguiré buscando otras vías para solucionar este problema. ¿Está bien?

Sin embargo, quiero dejar en claro que no deseo utilizar ese dinero para jugar, ya que al momento de retirarlo podrían volver a descontármelo. Entiende que el problema se origina precisamente con los retiros, ¿correcto?

Por favor, solicito que ese dinero me sea transferido de forma íntegra a mi cuenta, ya sea a través de una billetera virtual o por transferencia bancaria. Más adelante, buscaré la manera de identificar a los responsables del dinero restante.

Thank you both for your replies and updates.

If you accept the casino's offer, Vanessaa31, the complaint will be marked as resolved once the casino confirms the offered cashback (270 PEN), and after you confirm it was successfully credited to your account. Please note it is a cashback, not a real money (withdrawable) balance. Therefore, I think that it is very likely the casino will credit it to your gaming account, and you will have to play with it, probably meeting some wagering requirements (considering the situation - hopefully better/more advantageous WRs). Then you can withdraw it, and as you were informed, there are other alternative payment methods you can use for a withdrawal, without additional fees, as the casino mentioned earlier.

If you deduct it from the amount you have lost, and/or still continue to look for other ways to resolve the problem - it will be alright if you accept the casino's offer, agree with the cashback as a solution, and do not try to keep asking the casino for compensation.

If you decide to refuse the casino's offer, unfortunately, as I indicated above, we will not penalize the casino for fees charged by 3rd party payment providers/processors or intermediary banks.

Please, inform us about your decision regarding the casino's offer (cashback -> 270 PEN to your account in Malina Casino).

Thank you for understanding. Looking forward to hearing from you.

As I mentioned previously and with good reason, I accept the refund offered. However, I will continue to explore other avenues to identify the person directly responsible for this discount.

Although it's confirmed that the intermediary banks applied this fee, I believe my money shouldn't have gone through those channels, or at least I should have been warned, which never happened.

If I were to be reimbursed at least half of the lost amount in this case, I might reconsider my decision not to pursue further action. But to be honest, the 270 euros they're offering me is insufficient compared to what I've "lost."

Therefore, I accept the amount offered, but I will continue to search for the person responsible for this loss.

Como lo mencioné anteriormente y con fundamentos, acepto el reembolso ofrecido. Sin embargo, continuaré explorando otras vías para identificar al responsable directo de este descuento.

Aunque está confirmado que los bancos intermediarios aplicaron dicha comisión, considero que mi dinero no debió pasar por esos canales, o al menos debí haber sido advertida, cosa que nunca ocurrió.

Si en este caso se me devolviera al menos la mitad del monto perdido, podría reconsiderar la decisión de no seguir adelante con otras acciones. Pero siendo sincera, los 270 que me ofrecen son insuficientes en comparación con lo que he "perdido".

Por ello, acepto el monto que me ofrecen, pero seguiré adelante con la búsqueda del responsable de esta pérdida.

Dear Vanessaa31,

Sorry for the bad experience you are facing once again.

Kindly be advised that your 270 PEN cashback are added into your account.

Thank you for the patience and we wish you good luck and great day.

Warm regards,

MalinaCasino Team

Before continuing, please let me know which withdrawal method is fee-free, either from you or from any third party. I would like the withdrawal made directly to my bank account and that the full amount be received, without any discounts.

Antes de continuar, por favor indíqueme qué método de retiro no tiene comisión, ni por parte de ustedes ni de terceros. Quiero que el retiro se realice directamente a mi cuenta bancaria y que el monto llegue completo, sin descuentos

Thank you both for your replies and updates.

Dear MalinaCasino Team,

As the last thing before the case is closed as resolved, can you please provide the user with the requested information?

Understandably, if there is no option to get funds from her gaming account to a bank account without additional fees, please provide a list of the available payment methods for withdrawals, which does not include any possible additional fees for sure. Unfortunately, the user will have to simply accept that she will be able to withdraw only via one of the alternative payment methods, which does not have to be a transfer to a bank account.

Thank you.

MalinaCasino mentioned in previous posts that there are other withdrawal methods that don't involve discounts or intermediary banks. Therefore, if I want to withdraw my money, I want the full amount. Ultimately, the 250 euros they gave me will be lost due to current withdrawal fees.

Since you've assured us that there are methods that don't charge a commission, I'd like to know what those methods are specifically.

On the other hand, I would sincerely appreciate it if you could remove the limit I currently have on my account. I can't place any bets normally, since the maximum amount allowed per ticket is only 5 soles. If you've already decided not to refund my money in full, at least allow me to bet the amount I have available on a single ticket, without restrictions.

MalinaCasino mencionó en mensajes anteriores que existen otras vías de retiro en las que no hay descuentos ni bancos intermediarios. Por lo tanto, si deseo retirar mi dinero, quiero que el monto llegue completo. Al final, esos 250 que me otorgaron se perderán con las comisiones de los retiros actuales.

Como ustedes aseguraron que existen métodos en los que no se cobra comisión, quiero saber cuáles son específicamente esos medios.

Por otro lado, les agradecería de corazón que eliminen la limitación que tengo actualmente en mi cuenta. No puedo realizar ninguna apuesta con normalidad, ya que el monto máximo permitido por ticket es de solo 5 soles. Si ya decidieron no devolverme el dinero de forma completa, por lo menos permitan que pueda apostar la cantidad que tengo disponible en un solo ticket, sin restricciones.

Dear Vanessaa31,

Thank you for your patience.

Kindly be aware that you can use Skrill/Neteller to request a withdrawal of your funds. Also, we need to mention that we do not charge any commissions from our side. Regarding the sport bet limits, after we checked the situation with the relevant department unfortunately the bet limit cannot be removed and it is maximum 5 PEN.

Thank you for understanding and have a great day.

Warm regards,

MalinaCasino Team

I'd like to know if I can withdraw the money in my account directly or if I'm forced to play it first. It seems completely unfair to me that, first, they don't take responsibility for the huge loss we suffered, and now they're also limiting me from even playing as I wish.

My specific question is:

If I withdraw the entire balance to my Skrill wallet, will the full amount arrive, without any discounts or restrictions?

I just checked the page and noticed that Skrill is not listed as an option.

available. Are you completely sure that my account has that withdrawal method enabled?

I ask that you verify this information and answer ALL my questions clearly.

Quisiera saber si el dinero que tengo en la cuenta lo puedo retirar directamente o si estoy obligada a jugarlo antes. Me parece totalmente injusto que, primero, no se hagan responsables por la gran pérdida que hemos tenido, y ahora también me limiten incluso para jugar como yo quiera.

Mi pregunta puntual es:

Si retiro el saldo completo a la billetera Skrill, ¿el monto llegará completo, sin descuentos ni restricciones?

Acabo de revisar la página y me doy cuenta de que no aparece Skrill como opción

disponible. ¿Están completamente seguros de que mi cuenta tiene habilitado ese método de retiro?

Les pido que verifiquen esa información y respondan TODAS mis preguntas con claridad.

Dear Vanessaa31,

We understand how important it is to have full transparency on transaction fees. However, fees applied by intermediary or correspondent banks are not always predefined, as they depend on the banks involved in the transfer process. These charges are determined by the banks themselves, and we do not have direct control over them. We always recommend checking with your receiving bank for potential deductions.

Also, we need to mention that we do not charge any commissions from our side.

 The routing of funds is determined by the global banking network and the relationships between correspondent banks. The specific intermediary banks involved in the transfer are chosen automatically based on agreements between financial institutions, including our payment providers and your bank. This ensures efficiency and compliance with international banking standards.

Thank you for understanding and have a great day.

Warm regards,

MalinaCasino Team

Hello, I previously asked a question, and you only answered one of the two questions I posed. I'd like you to please answer the following one as well:

Why isn't the Skrill withdrawal method showing up? I've tried several times, and it just doesn't give me the option.

Also, I have another related question:

Why do some reputable bookmakers, such as Bet365, Pinnacle, and others, allow direct and complete withdrawals without having to go through intermediary banks, while you don't?

I appreciate a clear and complete response in advance.

Hola, anteriormente hice una consulta y solo respondieron una de las dos preguntas que planteé. Me gustaría que por favor respondan también la siguiente:

¿Por qué no me aparece el método de retiro por Skrill? He intentado varias veces y simplemente no me da la opción.

Además, tengo otra duda relacionada:

¿Por qué algunas casas de apuestas reconocidas como Bet365, Pinnacle, entre otras, permiten retiros directos y completos sin necesidad de pasar por bancos intermediarios, mientras que ustedes no?

Agradezco de antemano una respuesta clara y completa.

Dear Vanessaa31,

All the withdrawal and deposit methods you can see on the bottom of our site page.

We cannot discuss other reputable bookmakers or sites about their transaction politics.

From our side, we do not charge any commissions from our side.

With this email, the case for this situation is resolved.

Thank you for understanding and have a great day.

Warm regards,

MalinaCasino Team

Has the case been resolved? You previously informed me that I could withdraw funds via Skrill to avoid fees, however, when I tried to do so, the Skrill method did not appear as an available option.

I specifically asked why I didn't see this option, and if there was an error in the information I was given, please clarify.

I was also informed in previous communications that there are withdrawal methods that do not involve intermediary banks or incur additional fees. Please confirm these methods clearly, as I need to ensure I withdraw my funds without hidden charges or additional costs.

I appreciate a prompt and clear response.

And this case is not concluded yet because they are avoiding answering some questions I ask.

se resolvió el caso??????. Ustedes me informaron anteriormente que podía retirar fondos a través de Skrill para evitar comisiones, sin embargo, cuando intenté hacerlo, el método de Skrill no me apareció como opción disponible.

Consulté expresamente por qué no veía esta opción, y si hubo un error en la información que me proporcionaron, les pido por favor que me lo aclaren.

También se me indicó en comunicaciones anteriores que existen métodos de retiro que no implican el uso de bancos intermediarios ni generan comisiones adicionales. Por favor, les solicito que me confirmen claramente cuáles son esos métodos, ya que necesito asegurarme de retirar mis fondos sin cargos ocultos ni costos extra.

Agradezco una pronta y clara respuesta.

Y este caso aun no concluye por que están evitando responder algunas preguntas que hago

Dear Vanessaa31,

Be advised that the withdrawal and deposits methods available for you are on the bottom of your page. You can use those methods. If you don't have Skrill methods visible for you, this mean that you cannot use it, unfortunately.

The visible methods are usable for you, and you can withdraw or deposit your funds with those transaction methods.

Like we mention above, we do not charge any commissions from our side.

The routing of funds is determined by the global banking network and the relationships between correspondent banks. The specific intermediary banks involved in the transfer are chosen automatically based on agreements between financial institutions, including our payment providers and your bank. This ensures efficiency and compliance with international banking standards.

Thank you for understanding and have a great day.

Warm regards,

MalinaCasino Team

Through this same medium, you recommended using Skrill as a secure and hassle-free wallet for making withdrawals. However, now you're telling me that if I don't have that option available, I can't withdraw my money through that method , which seems like a contradiction to me.

Furthermore, in another message you yourselves said the following:

"In this case, the player can try using other available withdrawal methods, which should have lower fees, or simply wait for us to add new local withdrawal methods."

Given this, I have some specific questions:

1. What exactly are the lowest-fee withdrawal methods? Because on their website, they all claim to have "0% fees," but in practice, they actually charge fees at the time of withdrawal.
2. When do you plan to enable new local withdrawal methods? Is there an estimated date or timeframe?

Additionally, I find it unacceptable that when I can't withdraw via Skrill, they return the money to the bookmaker instead of offering me a direct transfer. This only makes the process more complicated.

And to top it all off, I now have a betting limit of only 5 soles, making it impossible to play normally. If I'm already having trouble withdrawing my balance, the least they can do is remove that absurd betting restriction.

Please, I ask you for a real and concrete solution to these problems.

Por este mismo medio, ustedes me recomendaron utilizar Skrill como una billetera segura y sin inconvenientes para realizar retiros. Sin embargo, ahora me indican que si no tengo esa opción disponible, no puedo retirar mi dinero por ese medio, lo cual me parece una contradicción.

Además, en otro mensaje ustedes mismos dijeron lo siguiente:

"En este caso, el jugador puede intentar usar otros métodos de retiro disponibles, que deberían tener comisiones más bajas, o simplemente esperar a que agreguemos nuevos métodos de retiro locales."

Ante esto, tengo algunas preguntas puntuales:

1. ¿Cuáles son exactamente los métodos de retiro con comisiones más bajas? Porque en su página web figura que todos tienen "0% de comisión", pero en la práctica, sí se están cobrando comisiones al momento del retiro.
2. ¿Cuándo tienen previsto habilitar nuevos métodos de retiro locales? ¿Existe una fecha estimada o un plazo aproximado?

Adicionalmente, me parece inaceptable que cuando no puedo retirar por Skrill, devuelvan el dinero a la casa de apuestas en lugar de ofrecerme una transferencia directa. Esto solo complica más el proceso.

Y para colmo, ahora tengo un límite de apuestas de solo 5 soles, lo que hace imposible jugar con normalidad. Si ya estoy enfrentando problemas para retirar mi saldo, lo mínimo que pueden hacer es eliminar esa absurda restricción de apuestas.

Por favor, les pido una solución real y concreta a estos problemas.

Greetings all,

Thank you for your replies.

Dear Malina Casino Team,

I found your email and replied a while ago. Please check it and respond.

Thank you.

Dear Vanessaa31,

Since your account at Malina is active, please provide us with a screenshot of all available payment methods in your Malina account - the withdrawal section. Feel free to take more screenshots if it is impossible to have all the payment methods in one picture.

I would like to clear up a few important things to avoid further misunderstandings.

Sports betting, limits/restrictions set up on your account, and generally rules governing sportsbook - this is something completely outside our expertise, and as you might know, we currently do not handle this kind of issue at all. Therefore, although the casino likely imposed a bet limit for your sports betting for some reason, we will not investigate it further, and we will not comment on this anymore since it is irrelevant to the case and the main issues we are trying to address here. We cannot influence it, will not ask for further details, and accept the casino's decision regarding the sports betting limits. We can ask the casino for more details regarding your play and restrictions for other casino sections, as well as the conditions/requirements for the cashback they credited to your account, after you provide the screenshot from your withdrawal section.

The casino likely limits only your sports betting play, not betting in other sections.

As for the withdrawal processes of other online casinos - completely irrelevant question to this case. It depends on many factors, and these processes differ from casino to casino. Therefore, it is understandable that Malina Casino cannot comment on such a question at all, and does not (cannot) have such information about other online casinos besides its sister casinos, in which the withdrawal processes likely take place the same way as in Malina Casino.

The casino does not "actually charge fees at the time of withdrawal", as you mentioned, and it was already explained several times above. The casino does not charge them, and additional fees are charged by intermediaries entering the withdrawal process (3rd party companies/banks/payment providers/processors...).

Thank you for understanding. Waiting for the requested screenshot of the list of available payment methods for a withdrawal.

In addition, Vanessaa31, can you please provide me with the communication between you and your bank regarding the transactions and the fees in question?

It would be highly appreciated if it shows all the necessary information, such as the person/contact with whom you were in contact, that they represent the bank, and the details of the particular transactions mentioned in the communication.

Please forward it to my email (branislav.b@casino.guru).

Thank you.

1. I haven't received my full refund, even though it was the bookmaker's responsibility to clearly inform me about the methods that would be used to process the withdrawal.
2. They've only refunded me 270 soles, and to top it all off, they're restricting my use of the money, forcing me to play at the casino, when my interest is clearly in sports betting. I don't like the casino, and I don't think it's fair to impose this condition on me.
3. Now they tell me I can withdraw money commission-free via Skrill, but I don't even have that withdrawal method.

Honestly, a terrible experience with this bookmaker I trusted. There's no transparency, they don't respect users, and they don't provide any real solutions.

My bank confirmed that the deposits were made through intermediary banks, which explains the fees and the reduction in the amount received. Unfortunately, I have no screenshots or proof because all communication with the bank was done by phone. (I still feel that the betting house should put a big note on its withdrawals stating that the money CAN GO THROUGH INTERMEDIARY BANKS, where there will be possible discounts.)

1. No me han devuelto el dinero completo, a pesar de que era responsabilidad de la casa de apuestas informarme con claridad sobre los métodos que se utilizarían para procesar el retiro.
2. Solo me han devuelto 270 soles y, para colmo, me restringen su uso obligándome a jugar en el casino, cuando claramente mi interés está en las apuestas deportivas. No me gusta el casino y no me parece justo que me impongan esa condición.
3. Ahora me dicen que puedo retirar el dinero sin comisiones a través de Skrill, pero ni siquiera tengo ese método de retiro.

Sinceramente, una pésima experiencia con esta casa de apuestas en la que confié. No hay transparencia, no respetan al usuario y mucho menos brindan soluciones reales.

Mi banco confirmó que los depósitos fueron realizados a través de bancos intermediarios, lo cual explica las comisiones y la reducción del monto recibido. Lamentablemente, no tengo capturas ni pruebas porque toda la comunicación con el banco se hizo por llamada telefónica. (igual aun siento que la casa de apuesta debería poner una nota grandota en sus retiros que , el dinero PUEDE PASAR POR BANCOS INTERMEDIARIOS donde habrá posibles descuentos )

Dear Vanessaa31,

Thank you for your response, screenshot, and the additional information.

However, the situation was already explained above several times. Based on all the available information, we would not push the casino to refund or compensate anything deducted by 3rd party payment providers/processors/intermediaries. Therefore, the solution was offered (it was not required, but rather we asked if it was possible), and you accepted it - the cashback.

I was in contact with the casino outside the thread, and it was confirmed that:

• You can play the cashback in other casino sections
• You need to wager the cashback only 1x
• The information about Skrill/Neteller as an alternative payment method for a withdrawal was a mistake, incorrect

Unfortunately, we cannot influence the bookmaker's/casino's decision to limit your sports betting play.

Now there is just one last thing left that I would like to check with the casino and be sure about it before the complaint closure.

Dear Malina Casino Team,

Can you please check the screenshot in the user's last response, and provide us with clear information on which payment methods will not include any additional fees for sure, or which should include the lowest commission if it is not possible to guarantee that any of them will not include it.

Thank you. Looking forward to hearing from you.

Dear all,

I hope you have a great day.

Kindly be advised that most of the payment methods shown in the screenshot are crypto and in this case gas fee will be charged. We would suggest you to use Bank Transfer or FunID.

Also, kindly be advised that we do not charge any commissions from our side.

The routing of funds is determined by the global banking network and the relationships between correspondent banks. The specific intermediary banks involved in the transfer are chosen automatically based on agreements between financial institutions, including our payment providers and your bank. This ensures efficiency and compliance with international banking standards.

We will make sure that we will add under the withdrawal method that additional fees can be charged by third-party institutions.

Thank you for understanding and have a great day.

Warm regards,

MalinaCasino Team

Does the FunID app charge fees? Can I withdraw funds from that wallet without having to make a deposit? I don't quite understand... Is it mandatory to deposit first before withdrawing? In other words, can I create a FunID account and withdraw directly, or do I need to make a deposit first?

¿El aplicativo llamado FunID cobra comisiones? ¿Puedo retirar fondos sin necesidad de hacer un depósito desde esa billetera? No entiendo bien… ¿Es obligatorio depositar primero para luego poder retirar? Es decir, ¿puedo crearme una cuenta en FunID y retirar directamente, o necesito hacer un depósito antes?

Alright, so again the same, over and over again.

Can you please look at the user's last post and answer her questions clearly? It looks like you overlooked it completely.

Thank you.

You're missing several questions... I can see how complicated this bookmaker is...

Varias preguntas lo esta pasando de alto ... ya veo lo complicada que es esta casa de apuestas ...

Dear Vanessaa31,

Thank you for reaching out to us.

The answer about your questions are as follow.

Does the FunID app charge fees?

Please note that we do not charge any deposit fees when using the FunID app from our side. This is relevant and for a withdrawing.

2. Can I withdraw funds from that wallet without having to make a deposit? 

For payment security reasons, our system only allows withdrawals through payment methods that have previously been used for a deposit.

If you would like to withdraw using a new payment method, we kindly ask you to make a minimum deposit using that method first. This is a one-time requirement to activate withdrawals for that payment option.

We also recommend checking whether your preferred payment method supports both deposits and withdrawals, as not all methods are compatible for both.

For full details regarding deposits and withdrawals, please refer to our Terms and Conditions, specifically Section 6: Account Balance, Depositing and Withdrawing Funds.

We would like to confirm that all relevant information regarding your questions has been provided in our previous responses. The details shared cover the current situation fully, including any steps required and applicable guidelines.

Thank you for your understanding.

Best regards,

MalinaCasino Team

That is, you simply say that you do not charge commissions, but you will never say if the entity that receives the money charges commissions... which is how this whole problem started.

Ósea simplemente ustedes dicen que , no cobran comisiones pero jamás van a decir si la entidad que recibe el dinero , cobra comisión ... como fue el inicio de todo este problema

Greetings all,

Dear Vanessaa31,

At this point, I think it is the best time to close the case finally.

Based on all the above-stated, I will now mark your complaint as 'resolved' in our system.

• It was explained that we do not penalize casinos for fees charged by 3rd party companies/intermediaries entering the withdrawal process, which especially seems to be specific for your country of residence
• You were offered options, and you chose to accept the casino's goodwill gesture (not a refund, as you named it before), which meant we would consider the matter resolved, because we would not have "pushed" the casino to refund anything from the disputed fees otherwise; otherwise, the case would have been rejected; it was necessary to ask for more information before accepting the offer, not to complain after
• I dare to claim that considering your activity at casino.guru, the gathered information was not completely new to you, and that there are signs indicating possibly not a regular/common play at online casinos, but rather also some ulterior motives

As for the advantageous cashback you received from the casino - we are talking about free money that the casino did not have to offer. Anyway, I recommend you contact the casino CS regarding possible additional fees and payment methods that could likely involve the lowest additional fees during the withdrawal process.

As for the deposit via an alternative payment method - I would make sure with the casino CS if you have to also wager it within the AML rules. Then, you can decide according to the received information.

Best regards,

Branislav, Casino.guru