The player from Portugal had been waiting 14 days for a €350 withdrawal that had not yet been received in their account, despite previously having no issues with withdrawals from the casino. The responses from customer support had remained repetitive. The issue was resolved with the player confirming receipt of the amount in their account. The complaint was marked as 'resolved' in the system.
Malina Casino - Player's withdrawal has been delayed.
Amount: €350
Malina Casino
Safety Index:Very highSafety Index
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
Translation
Good evening. On October 17th, 2024, I requested a withdrawal of €350 and I have not yet received the amount in my account. Today marks 14 days, and the response from the chat is always the same. In the past, I have always been able to play and withdraw from this casino without any issues, and now it's been 14 days waiting to receive the amount in my account. The deposit was made via MBWAY and the withdrawal by bank transfer. Can you help? Thank you.
Automatic translation:
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3 weeks ago
Hello Knotz12345,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Malina Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Translation
Good evening,
The account has been verified since I created it. I'm going to say 4 months.
My winnings were made with real money.
The last time I spoke to the casino was on 29.10.2024 asking for explanations and I was told that the casino is a little late with the payment and that they apologize for everything.
They keep saying the same thing.
Thank you
Automatic translation:
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2 weeks ago
Translation
Good morning,
I've already received the amount in my account. Thank you
Automatic translation:
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2 weeks ago
Dear Knotz12345,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
