Malina Casino - Player’s struggling to withdraw her winnings.

Das Casino zeigt Auszahlungen per Bankkonto an, führt diese aber nicht aus und storniert sie grundlos. KYC funktionierte, plötzlich wurden weitere Dokumente gefordert, die hochgeladen und auf einmal nicht mehr akzeptiert werden. Es wirkt, als ob man auf Krampf nicht auszahlen will und deshalb auch das komische Verhalten.

Dear Mandy,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. I hope I understood the issue correctly and you’re experiencing difficulties withdrawing your winnings to your preferred payment method.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and 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.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have been offered an alternative to withdraw your winnings?

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

Ich habe mir daraufhin ein e-Wallet erstellt und eine Auszahlung via Ripple beantragt. Kurz darauf sollte ich erneut ein KYC durchführen und seitdem wird mein Adressnachweis nicht mehr akzeptiert. Eine Rechnung, Kontoauszug, Perso-Rückseite... nichts wurde akzeptiert. Es wirkt langsam willkürlich, denn auch der Support hilft nicht und verweist seit drei Wochen nur auf Geduld.

Thank you very much, Mandy, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Malina Casino to join us and help us resolve the player's issue.

Dear CasinoGuru,

Thank you for involving us in this case, we will gladly provide our position here.

Kindly note that the player is not following the needed steps in order to proceed successfully with the withdrawal.

Simply, there was an error in the withdrawal request, as the player has to only enter the Crypto Wallet address without additional spaces in the Payment data field, otherwise, the payment will not be processed correctly.

We have already provided an email with the information, however, the player requested the withdrawal again not following the instructions.

We remain available for further clarifications and also remain fully available for all of our players via live chat or email 24/7 during the whole year.

Kind regards,

Malina Casino team

Dear Mandy,

According to situation, all I can recommend for you at the moment is to follow the casino's instrcution step-by-step during the withdrawal and verification procces. As you can see the casino is trying to deal with it as soon as possible so there shouldn't be any issue if you follow the instructions.

Please let us know any update regarding the case.

Hallo, die Auszahlung wurde vom Casino storniert nach Vervollständigung des KYC. Ich selbst konnte das gar nicht. Ich habe nun erneut eine Auszahlung beantragt via Ripple und auch dort keinen Fehler gefunden, da ich nur die Daten meines e-Wallets kopieren musste. Wenn es jetzt wieder nicht funktioniert, kann der Fehler einfach nicht bei mir liegen.

Dear Malina Casino,

Could you please specify the problem and let the player know how to process the withdrawal without any further issue?

Dear CasinoGuru,

We have provided the player with multiple explanation emails with guidance on how the withdrawal should be requested.

The player enters incorrect data in the payment field and the withdrawal cannot get processed due to this reason.

The player is also free at any time to contact us via live chat service, available 24/7 to our clients where he can get even further assistance.

Thank you for the understanding.

Kind regards,

Malina Casino team

Absoluter Blödsinn. Ich war doch mehrfach im Livechat, habe um Hilfe gebeten und jedesmal hiess es, man könnte mir nicht helfen und man sei ja nicht spezialisiert auf Auszahlungen via Ripple und die Finanzabteilung würde nicht antworten etc.

Ich hab es jetzt wie am Anfang über Bank Transfer gemacht und bin gespannt, ob es jetzt endlich geht und nicht storniert wird. Warte bereits wieder vier Tage auf die Bearbeitung davon.

Dear Mandy,

Please let us know the status of your withdrawal request. Also, do you have any live chat transcript from the conversation which shows that the casino was not able to help you with your request?

Dear all,

We can confirm that the withdrawals have been processed from our side.

We are kindly asking the player to confirm the above statement, which will have the case as officially closed for all parties involved.We remain available for further assistance.

Kind regards,

Malina Casino team

Dear Mandy,

Please let us know when your money arrives. Extending the timer by 7 days.

Hallo, Geld wurde per Bank erhalten.

Dear Mandy,

Thank you for letting us know that your money has arrived, we gladly hear it. Please do not hesitate to contact us if you will come across any other trouble in the future. The complaint will now be closed as resolved.

Best regards,

Nick

Casino.guru