The player from Italy has requested withdrawal a few days ago. It has been pending since. The issue was resolved, the player received his withdrawals.
Malina Casino - Player’s experiencing difficulties withdrawing his winnings.
Amount: €1,043
Malina Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I requested the withdrawal of the winnings on May 25th, spread over three days as the maximum withdrawable limit in this casino is very limited (500 euros per day). I have sent all the documentation required for the verification of the account which appears to be in order. They told me early in the month that they would pay from June 3, but to date I have not seen a euro on my bitcoin wallet.
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3 years ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise if you have accumulated your winnings with or without an active bonus? Do I understand correctly that the payments haven’t been processed yet and are still pending inside your casino account?
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,
Petronela
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3 years ago
Translation
Hi Petronela,
the terms and conditions of their casino are very clear, maximum 3 working days to confirm or not the requested withdrawal and then the payment is made. Consequently, the pending withdrawal cannot remain in this state for more than three working days. The win was made with bonuses regularly played. They warned me that they will proceed with the payment as soon as possible, but we are late compared to the promises made to me in chat. Nine working days to pay are really excessive and not justifiable even for a first request for payment. I also want to clarify that the financial department has never sent me a single email while in chat they told me exactly the opposite! Although the withdrawals are no longer pending, we hope that payment will be made on Monday.
https://malinacasino77.com/it/info/rules
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3 years ago
I fully understand your frustration, Nemokid. I will set the timer for additional 2 days and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Translation
Update on the somewhat anomalous situation encountered in this casino:
the withdrawal requested on 05/25/2021 of € 500.00 sent via bitcoin, appears to have been partially paid as I received € 493.00. I asked the support for a copy of the payment receipt or screenshot of the payment made by the Financial Department to understand what actually happened and they justify the volatility of bitcoin without sending me the requested document. Below I attach the email sent with the specific request to which I have not had actual response to date. I also make payments but the difference between what I send and what the recipient receives is certainly not 1.4% as in this case but a maximum of 0.006% !! These are hidden additional costs that are not justified in my humble opinion. I am still waiting for the payment of the other two transactions to see how much they still subtract with this excuse and then we will do the final count.
Below is an example of a transaction made by the undersigned today at a well-known casino of the RTG:
SENT
RECEIVED
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3 years ago
I understand your concern. Please keep me informed regarding the two remaining payments and then we will decide how to proceed. Thank you very much in advance.
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3 years ago
Thank you very much, Nemokid, for the update. Do I understand correctly that another two withdrawals are still pending inside your account and the requested payment receipt for the first withdrawal hasn't been obtained?
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3 years ago
Could you please advise in what currencies are your casino account and Bitcoin e-wallet? Are there exchange rates in place when depositing or withdrawing funds?
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3 years ago
Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Nemokid,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Malina Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Dear Player,
Thank you for reaching out to us. We highly appreciate the feedback of our clients and we will do our best to improve our service further.
We would like to apologize for the long waiting time. Please note that since we had to complete the verification procedure before your first payment, it took longer, than usual. However, since your account is now fully verified, the process will be much smoother. We appreciate your cooperation on that.
Since your account verification we have processed all of the three withdrawal requests. Please note, that the amount client receives is highly influenced by bitcoin rate which changes consistently and is outside of our control. It is also important to know that bitcoin withdrawals are being paid according to the bitcoin rate at the time of the processing but not this one at the time when the withdrawal was submitted. Thus, despite the fact that we have processed the exact amount you requested, you may have received a lower amount in EUR due to an unstable crypto rate.
We hope this clarifies the situation.
Please feel free to contact us should you have any further questions.
Sincerely,
Malina Casino
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3 years ago
Translation
BUT WHAT ARE THEY TALKING ABOUT? FLUCTUATIONS OF WHAT? ON THE DAY OF PAYMENT THE BITCOIN HAS RECORDED CONSTANT RISES ON AVERAGE !!!!
I always await the receipt of the three transactions made with the details of the commissions applied !! They are deducted for approx. 25.00 euros. out of 1,043.00 equal to 3% approx. against an average that usually is around 0.40% or a maximum of € 4.00 !!!
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3 years ago
Hi all,
Thank you for your replies.
Dear Nemokid,
Please note that Bitcoin is volatile, especially in the last couple of weeks. The amount in fiat money can fluctuate and the casino can't really influence that. The easiest thing, in this case, is to wait until the price of Bitcoin rises and exchange it for fiat afterward. Please let me know when you receive your withdrawals.
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3 years ago
Dear Nemokid,
Have you received your withdrawals? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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3 years ago
Dear Nemokid,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
