The player from Austria was frustrated with the delay in processing his withdrawal, which had taken longer than 5 business days despite being initially informed it would take only 3 to 5 days. The Complaints Team acknowledged his concerns but noted that withdrawals could take longer due to KYC verification or high volumes of requests. After 8 days without resolution, the team extended the timeline for the player to respond but ultimately had to reject the complaint due to a lack of communication from him.
Malina Casino - Player's withdrawal is delayed.
Amount: €490
Malina Casino
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9.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
I have been waiting for a week for my withdrawal to be processed. Initially, I was told it would take up to 3 business days, then they said it would take up to 5 business days, and now I have been informed that the processing could take longer than 5 business days. This is absolutely unacceptable and not worth recommending.
Automatic translation:
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3 months ago
Dear maggro20,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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3 months ago
Translation
Thank you for your answer. It has now been 8 days since I requested my withdrawal and it still hasn't been processed. The withdrawal then takes a few days and that is unusual and not the norm!
Automatic translation:
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3 months ago
I understand your concern, and it's completely normal to feel anxious in situations like this. However, based on our experience, most players receive their payments within the 14-day timeframe. Since this period has almost passed, could you please inform me of the current status of your withdrawal request?
