HomeComplaintsMalina Casino - Player's withdrawal is delayed.

Malina Casino - Player's withdrawal is delayed.

Amount: €160

Malina Casino
Submitted: 28 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

6d 12h 12m 3s

Case summary

The player from Greece has a pending withdrawal of 160 euros since January 15 and reports not using any free spins or bonuses. Despite previous successful withdrawals, customer service asks him to be patient, while he has documented evidence of his issue.

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Translation

Good evening, since 15/1 my withdrawal of 160 euros has been pending.

I have made a withdrawal from this company before.

No free spins or bonuses have been used.

Customer service and via email tell me to be patient.

I have the necessary screenshots.

Automatic translation:
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Dear anastasiszannias,

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.

  • When did you make the last successful withdrawal and how many days did it take to be processed?
  • Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
  • Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Translation

Good evening, the last successful withdrawal was on 8/1 using the same method as the one I have used now (MasterCard card), no identification is required, I also have the screenshot of the service that tells me that the time it took for the last withdrawal was 9 business days.

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I should add that the request was completed on 8/1; it had been made since 28/12.

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Thank you for your reply, anastasiszannias. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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Thank you for your time.


I'm also sending you the conversation you asked for by email.

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Casino Guru is examining the case

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