The player from Greece accidentally canceled an active bonus of €1100, which resulted in the loss of all funds in his account totaling €3499. Despite having contacted the casino for a refund, he received a response stating that the money could not be refunded. The Complaints Team reviewed the casino's bonus policy and confirmed that the maximum withdrawal amount from bonus winnings was limited to €50, which was deemed acceptable under the terms and conditions. Therefore, the complaint was rejected as the casino's actions were in line with their rules.
Malina Casino - Player’s funds have been confiscated after canceling a bonus.
Amount: €3,500
Malina Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
I had an active bonus of €1100, and the total amount in my account was €3499. I accidentally clicked on cancel bonus, and all the money disappeared.
I contacted them, and they told me that the money could not be refunded, so I lost it all.
Please help me get my money back because it is a significant amount.
Automatic translation:
Public
Public
2 months ago
Dear Agasik21,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- What were the remaining wagering requirements when you canceled the bonus?
- Did any popup inform you that canceling would result in lost funds?
- Could you please share your communication with the casino regarding the canceled bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Public
Public
2 months ago
Translation
Finally the money was returned to my account I topped up the bonus amount that needed to be redeemed I had €3500 in my account I made the transfer that had a balance of €300 and they confiscated €3200 saying that my maximum bonus withdrawal is €50 
Automatic translation:
Sensitive attachment
Sensitive attachment
2 months ago
Translation
the 3499 euros ate me up, do something only you I trust
Automatic translation:
Public
Public
2 months ago
Dear Agasik21, could you clarify which bonus you are referring to and provide your bonus history?
Public
Public
2 months ago
Translation
From crab I had 20 free spins and the spins gave me 1100 euros in money
Automatic translation:
Public
Public
2 months ago
Translation
I made the turnover he wanted and I had 3200 euros in my account and they took that from me and left 50 euros saying that the maximum withdrawal from bonus is 50 euros and I ask why then I should turnover 40x the 1100 euros to get 50 euros??
Automatic translation:
Public
Public
2 months ago
Translation
since it says that the bonus amount that can be released is x5 the bonus amount that has been given so 1100 euros 5 times I can withdraw 5500 euros
Automatic translation:
Public
Public
2 months ago
Translation
Please help because I need the money and they are passing it on to us
Automatic translation:
Public
Public
2 months ago
Dear Agasik21,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus Crab Free Spins policy, and this is what I found:
"The maximum amount which can be released from the bonus into the Real balance will be 50 EUR / 225 PLN / 500 NOK / 75 AUD / 75 CAD / 55.0 CHF / 42,500 CLP / 1 250 CZK / 15.000 HUF / 100 NZD / 250 PEN / 75 SGD / 50 USD, any amount exceeding that will be voided."
The maximum withdrawal amount for bonus winnings is determined by the type of prize you receive, whether it's cash rewards, bonuses, free spins, or coins. The 5x limit applies to the initial bonus amount and represents the maximum cashout for bonuses, but not for free spins. Since you've received free spins, you need to pay attention to the specific maximum cashout for the free spins.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Dominika
