Malina Casino - Player’s struggling to complete account verification.

I deposited €1,000 into the casino and won €14,112. I can't make withdrawals because my account hasn't been verified. I have sent the requested documents, but the profile verification has been pending for 3 weeks now, and nothing is happening.

Dear kalaman89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I don't have the exact date of the documents sent because they were sent through the site. I have sent them a selfie, a passport photo and address information, either with an electricity bill or a bank statement. I can't see what documents I've sent, so I can't give more detailed information about it.

Thank you very much for your reply, kalaman89. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent the emails between me and the casino. Livechat conversations are not saved, so I can't send them,

Thank you very much, kalaman89, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@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 kalaman89,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about verification and getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the status of the player's verification?

Dear Team,

Thank you for reaching out.

We have received the requested documents from the player, including the transaction history provided today. It will take some time for the financial department to check the documents. After check is completed, we will update you. 

Thank you for your cooperation.

Sincerely,

Malina Casino

Thank you for the information. Please let us know about any updates.

I got my account confirmed and the first withdrawals have now been paid. Thanks for help.

Have you received all the withdrawals you requested or are you still waiting for some of them to be processed and paid out?

Only a part, because €500 can be withdrawn at a time, so all withdrawals take several days.

Thank you for letting me know. I'd like to ask the casino about the status of the remaining withdrawals.

Good day,

Thank you for reaching out.

As confirmed by the customer, the account verification was completed. The customer has now access to instant withdrawals and he has been requesting and receiving payments regularly. We will make sure the process continues while the customer is withdrawing his balance. The most recent payment was processed today.

Please let us know if you have any questions.

Sincerely,

Malina Casino 

Thank you for your answer.

Dear kalaman89, please keep us updated about the status of your withdrawal requests.

Dear kalaman89,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.