The player from Austria had her bonus winnings confiscated after redeeming another bonus with a pending withdrawal. We rejected the complaint because the player didn't respond to our messages and questions.
Bonus 100% 375 € credit standing could not be paid out because when the payout did not work I pressed another bonus with 20 free spins. Now everything is gone
Dear Michaela,
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. Why your withdrawal request hasn’t been approved and processed? Were the winnings cancelled or put back to your account after the unsuccessful withdrawal attempt? If you have redeemed another bonus while not having your first bonus winnings cashed out, it would be considered as mixing funds. I have checked terms and conditions, and this is what I found next to every bonus https://malinacasino.com/en/promo:
„This bonus cannot be combined with other bonuses (promotions) at the same time."
Additionally, if there’s any relevant communication between you and the casino, please forward it to petronela.k@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,
Petronela