Malina Casino - Player’s winnings have been confiscated.

Good evening. I won some spins from the bonus crub. from the spins I won 43 euros and I had to withdraw this amount of 1900. after I did it the casino only credited me with 50 euros and the remaining 790 disappeared. they told me that the maximum profit is 50 euros. and I ask. where did the remaining 790 euros go? in the casino's pocket?when I ask them where this money went, they close the chat and don't answer me

Dear Tsiakalos,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your withdrawal.

To help us better understand and investigate your situation, could you please provide additional information on the following points:

• Could you specify the date and time you won the spins from the bonus?
• Did the casino provide any terms and conditions related to the bonus spins, especially regarding the maximum withdrawal limits? If so, could you please share those with us?

Meanwhile, I have checked the general bonus terms and conditions and this is what I found (here):

• Can you provide screenshots or any other documentation of your winnings and the withdrawal request?
• Have you received any written communication from the casino explaining why only €50 was credited and what happened to the remaining €790?

Please send any relevant communication or documents 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

I also sent you the above e-mail but you did not reply. please help me a lot. there is nothing to show that the money is there. they have deleted everything. it's a scam. Please talk to them.

Thank you very much, Tsiakalos, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Since the maximum cashout from Free Spins is €80 and you have already received €50, I have adjusted the disputed amount to €30.

Dear Tsiakalos,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Malina Casino representative to join this conversation and participate in resolving this complaint.

Dear Malina Casino,

Could you comment on this?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out!

Please be informed that, as we have previously explained to the customer, the maximum amount that can be withdrawn from the Bonus Crab Free spins is 50 EUR, as per the following article of the Annex 2 of the Terms and Conditions:

5. Each try at the Claw Machine can bring prizes based on the toy which falls in the targeted tank. Prizes can be:

<...>

Free Spins:

<...>

The maximum amount which can be released from the bonus into the Real balance will be 50 EUR, any amount exceeding that will be voided.

For this reason, the amount released to the real balance was 50 EUR, the remaining amount of the bonus was deducted.

 We hope this helps clarify the matter for you.

Best regards,

MalinaCasino

Dear Tsiakalos,

I have double-checked the terms and conditions and discovered that the maximum cashout from free spins is 50€. 80€ maximum cashout applies on non-deposit bonuses. We believe that the casino acted within its terms and conditions. So you are eligible only for 50€ in this case.

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.