Malina Casino - general discussion (page 54)

Yes, it's deliberately delayed, and at some point, they're gambling with the money, and then it's gone. It's awful.

I'm sure many others would agree.

This casino does not respect responsible gambling policies. I have sent numerous emails requesting self-exclusion without receiving a response. I even spoke on the phone with an executive who promised to process the self-exclusion, but several days have passed and it still hasn't been done.

I would stay away from this

I've been waiting for my FUT coins for two months and nothing. If you spoke to them on the phone, that's a miracle. Could you please share the number?

I've been paid half on time, and now they're delayed again, maybe because of the holidays. But for now, I'm satisfied.

They called me to offer me VIP promotions.

Hi, if you are unable to self-exclude even after speaking to them on the phone, I don't know what else you need to do. They didn't reply to any of your emails? That's quite sad because casinos should take these things seriously as they are very important.

From what I've noticed, you already have a complaint open, so we'll try to assist you in this process.

I hope it's successful.

Although I understand that you would like to resolve this situation, since you have had a complaint filed for two months now, I would probably leave it to be resolved further. 

I don't think a phone call will magically resolve anything sooner. Since we are communicating with the casino and you in one thread, I hate to say it, but it seems that we will have to wait for a resolution.

Thank you very much, they have not reply to any of my email. Just send me promotion email!

This is exactly what should not happen when a player wants to self-exclude. I understand that players often confuse this with closing an account, when the casino tries to keep the player in some way, but I think self-exclusion is more serious.

I hope everything will be resolved. 🙂

I hope so, I keep sending them daly emails requesting the self-exclusion but not answer al all. I am waiting for an answer on my ticket open with you, so you can help me with the request.

Thank you!

Hello, I would also like to complain. My situation is slightly different.

I came in 5th place at a betsoft tournament and won 1000 euros.

The tournament lasted 14 days, from December 22, 2025 to January 4, 2026.

According to Betsoft's rules, the money should be credited the next day.

I waited 72 hours. Live chat even told me I could contact them again on January 7th, 2026 at 12:01 AM and they would help me. Now I've been waiting for the email for a few days. I'm writing to live chat every day. I've always been very satisfied with the casino. Please help!

Have you got everything now?

We'll see where we end up and whether it will be possible to help. I hope so. 🙂

Hi, so based on what you're describing, you've been waiting for your money for a week and nothing has happened yet, and no one is communicating with you anymore, right? Probably not the best advertisement for the casino, but I believe it will be resolved.

What should be in the email or what should it contain? 

Okay, look, I finished 5th in this tournament and won 1000 euros. It's even a well-known tournament, and the money isn't even in my gaming account yet, so I can't even withdraw it.

I also contacted Betsoft support, but they referred me to their platform and offered no direct contact.

The email has supposedly been coming for 3 days, and two managers are allegedly involved.

I'm hoping for the best.

I want my money 💰

So my money is now in my player account, let's see if everything works with the payout 🙂

Great, so things are moving forward. Now that you have the money from the tournament in your player account, let me know if the payout was okay.

I know that players at this casino sometimes wait longer than they would like for their money, so I'm curious to see how it goes for you.😉

Is it normal to have to turn over the amount once? Is that probably due to money laundering regulations?

Yes, exactly as you say. Didn't they mention somewhere in the tournament terms that it would be necessary?