The player from Italy had their withdrawal canceled without further explanation. After investigation, it shows that player lost his winnings and asked for closing the account.
Malina Casino - Player’s withdrawal has been rejected.
Amount: €300
Malina Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
Malina Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi, I am writing to strongly advise you not to play on Malina casino.
The problem I encountered is very simple, I deposited 2/3 times via postepay, I accumulated the sum of € 300 in winnings, I made a first withdrawal request, waiting a week, and I received an email from their "financial sector" telling me the deposit had been canceled because my bank rejected the deal. They then sent me another email advising me to load a minimum amount from the same card to unlock the phantom technical problem that had prevented the withdrawal, like the chicken, I paid another € 20, and in the end I made another withdrawal request but getting the same result "withdrawal canceled" .. The only advice I can give you is not to play on Malina casino 'they are SCAMS- sure they will also be nice in live chat but they don't pay the winnings .. BAD EXPERIENCE.
I hope no one plays there anymore and I say it for you .... DON'T BE FRIED LIKE ME.
Automatic translation:
Public
Public
3 years ago
Dear fumbacchio,
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. Could you please confirm that your account has been fully verified in the past? Have you accumulated your winnings with or without an active bonus? Did you receive any explanation from the casino why your withdrawal has been cancelled?
If there’s any relevant communication, please forward it along to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hi Petronela, I'll answer you without problems and I hope my words are not filtered, in order of question:
1) before making the withdrawal "request" my account was not verified - this already seemed very strange to me - I "simulated" the operation and realized that I could perform it even though I had not sent them my documents acknowledgment, at that point I was the same to contact the live chat pointing out to the guy who replied that their system allowed me to "withdraw" without ever having received the documents from me immediately after I told him that I could attach them, or the same in live chat or by email (if he had given me a reference) but as if the problem was not his the guy in the live chat reassured me by telling me that I did not have to send my identification document and if it was needed I would have been asked directly by their "highly efficient" financial sector .... at that point, alas, I already understood that I would never have collected the winnings.
2) as far as the matter of winnings linked or not to welcome bonuses or other types of bonuses is very simple my answer; the winnings were made only and exclusively with real balance as I have never accepted neither welcome bonus nor other bonuses on subsequent top-ups just to avoid being stuck in possible infinite turns waiting to transform the bonus balance into real balance ... but as I am telling you I was screwed anyway as they never paid me anyway
3) regarding the last question you asked me or the fact of receiving explanations regarding the cancellation of my withdrawal requests, I can only say that after endless waits, i.e. 5 working days, the financial sector contacts me and tells me that my bank had not accepted their request to pay me the money.
Automatic translation:
Public
Public
3 years ago
Thank you very much, fumbacchio, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
Public
Public
3 years ago
Hello fumbacchio,
I looked at your complaint and will do my best to help you. I would like to invite Malina Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
Public
Public
3 years ago
Translation
Hi Viliam, thank you for the moral support, but I am sorry to inform you that on a practical level I will never be able to be helped because after I was made fun of by the very scarce Malina casino I proceeded to close the game account, consequently my report is was only and exclusively done "for good" to prevent other players from being screwed in the future.
Thank you for your support and please publish my recommendations with the hope that they will be a contribution to the community of potential Malina casino customers.
Automatic translation:
Public
Public
3 years ago
Dear fumbacchio,
assuming that you have closed your game account can I close your complaint?
Public
Public
3 years ago
Dear CasinoGuru,
We will now provide you with an explanation of the case. The player requested a withdrawal, which we proceeded with paying out from our side.
Unfortunately, the payment got rejected by the bank of the player and we proceeded with offering alternatives, in order to complete the payment to the player.
We will attach to our reply now the email that was provided in the native Italian language of the player, along with a translated version in English.
The email contains the explanation of the occurred: payment rejected by the bank of the player, along with our offer of alternative methods as to proceed with the payment.
The player did not wish to cooperate and played down his balance without accepting the alternatives offered.
After that, the game account got closed upon request from the player.
We are sorry for the occurred, however, the payment has been obstructed by a technical reason outside of our reach or direct control.
Please, note that the Malina team has tried to provide all available alternatives, which would allow the player to receive his withdrawal request.
We do hope this reply will clarify the case for all parties involved.
Kind regards,
Malina Administration
Public
Public
3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
