Malina Casino - Player is struggling to withdraw her winnings.

Hello Casino Guru,

Unfortunately, i was unlucky enough to find your website and trusted your " perfect reputation " ratings, and register in Malina Casino.

I wish i paid attention on the people's feedback instead because you as an affiliate obviously been paid to promote this SCAM casino.

I registered this Saturday ( 4th of March ) , deposited 3 times ( cash, no bonuses) , and got lucky, basically end up winning 1K and could request WD only 500 Euro because this is the ridiculous limits they have ( 500 euro per 24 hours ) I didn't expect anything on Sunday , its normal practise for alot of small casinos to approve WDs on Mondays. So on Monday i received e-mail with cancelation and words that they cant proceed WD on Revolut card , i was thinking xmm weird, they approve deposits from it, but not WD? okey okey, so luckily i have another card ...I requested it again with new card and next day got an e-mail from KYC that my WD was canceled, now attention...the reason of cancelation was " Please resubmit withdrawal request again " after this one i felt already something dodgy going on and i get in touch with customer support, and oh my god, the Customer support just keep copy paste me message that i need to wait up to 5 days ...the responses were so unprofessional and unlogic that i start to understand its a scam place who couldn't even afford normal customer support ,robot would do better job, also i realized they delaying process un purpose and hoping that im going to keep playing while i have issues to WD money, lose the whole amount, this is basic strategy for alot of small casinos. I requested my WD for the 3rd time...and after 2 days got another cancelation with the e-mail and explanation " Please resubmit with a different IBAN" . But that's not it, now...there is not even option for me to WD money to the bank , its magically disappeared, only some e- wallets left ( check prinscreen) When i contacted support her answer was " Please note that the availability of Wds methods are subject to change ! Also she asked me to wait AGAIN of course as Financial department should get in touch with me asap( no explanation that they have technical issues or something, no clarity, nothing ) ... it was an early morning, ofcourse nobody get in touch, now evening, and tomorrow Friday...im not going to be naïve here...i know where its going . I work myself in gaming industry for 14 years, never ever wrote a bad review or were dealing with things like that, Im in shock, but im going to invest my time and effort, bring all my gaming connections ( and its a HUGE community ) , go to askgamblers and so on. So i guess its just a beginning. Lets see if you can help somehow with this , however you were the ones who promoted them...

Dear innarimara,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Do I understand correctly the last attempt to withdraw your winnings was using a bank transfer? When exactly was the last time the casino contacted you regarding the issue? Would you be able to forward the relevant communication regarding the issue between you and the casino to my email at tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello Thomas,

I did send you my last chat transcripts on your e-mail together with some explanation, let me add the comments also here :

Nobody contacted me about any technical issues, they just kept writing me one e-mail per day with cancelation( I send you print screens with them ) So it was 3 e-mails and 3 cancelations, the reasons was : 1) They dont Withdraw to Revolut ( after this i change the card as i have Mastercard / Swedbank ) 2) They cancel it with words " Please try again " 3) Last one was " Please insert correct IBAN . Then starting from yesterday ( Thursday ) I even didnt have an option to proceed my WD to credit card . No e-mails since then was sent, Customer Support dont provide any info except " You will be contacted " . When casino have technical issues, things are handled differently, please i want to remind you, I work in this industry, you dont need to tell me basic procedures.

Now its Friday, 100% sure things not going to be sorted, this is basic delaying WD process by casino to keep money in the house, weird that they are ready to ruin their reputation just for 1K .

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

Dear innarimara,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear Malina Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any reason why the player is unable to request a withdrawal?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Updates on my side :

After 10 days finally, their Finance department start to give me a sign of living, so they informed me by e-mail that Bank transfers are not available ( obviously if I knew that in the beginning *reminder, it was removed after i tried to withdraw 3 times and it was cancelled, no reasons were provided ), I would never register in Malina Casino as there are 1000 White casinos out there and look at me now, dealing with this nonsense and spending my precious time.

So next step was Malina Casino advised me to Withdrawal thru any wallet they have so I needed to install a Netteler wallet , and deposit AGAIN to be able actually to withdraw to Netteler, of course it took a time and unnecessary stress, after all the hassle with verifications with Netteller I requested my first Withdrawal of 500 (that's the limits) , they cancel it for no reason again, i wrote and angry e-mail with the question NOW WHAT? They apologized and approve finally my first WD (it just took 2 weeks) yooohooooo, congrats to me. But guess what, now i have more money on balance, and its more 2 000 Euro to go, I requested another 500 on Sunday and they cancelled it without reason AGAIN today ( I swear sometimes i think there is a monkey sitting there and just press " Cancel" button. I mean i know the strategies that casinos use to keep money in the house and delay the processes with withdrawals hoping that gamblers' addiction will win ....but being so transparently unprofessional and shady, nobody going to believe you guys anymore, I'm determined to give you the reputation you deserve, and Casino Guru it's just a beginning.

Dear all,

Thank you for reaching out.

First and foremost, we would like to apologise for the inconvenience caused while using our website.

The customer did manage to request a withdrawal using Neteller, however it was rejected on Neteller's side. The customer has been advised to contact Neteller to find out the reason for this, and we provided her with the error message that we received.

Best regards,

MalinaCasino.com

Dear innarimara,

Thank you for your response and the information provided.

Please let me know once you receive the response from Neteller support.

I am looking forward to your response.

Kind regards,

Stefan

Hello all,

Updates: They start to approve my withdrawals, even on Sunday morning which is a shocker... I still have 1,5K to go, I will keep you posted.

Dear innarimara,

Thank you for the information provided.

Please, let me know once you receive the next payment.

Kind regards,

Stefan

Dear innarimara,

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.

Hello all,

Fair enough to say that casino keep Withdrawal my money once per day by 500 euro , even when there was 2 transactions they would still approve only one per 24 hours , good strategy for people losing their patience . I did lost all my money which is how it works when Withdrawals get delayed , just want to remind you that I get my first WD after 3 weeks and a lot of drama. Anyway , I’m not gonna blame nobody for my loss but the whole experience with Malina Casino being a nightmare ,I would never recommend nobody this casino especially for someone who play high bets and deposit a lot . What was meant to be a fun experience become a nightmare . I will close my account with them and take my lesson . Please don’t recommend this casino especially with " perfect reputation " score . I was stupid to trust this and didn’t read people’s comments .

Dear innarimara,

I am so sorry to hear you lost the remaining funds. If there is nothing that can be done from our side, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru