The player from Spain had requested a withdrawal of €500 on the 10th, but it remained under review after 7 days, exceeding the promised 3 to 5 business days. Customer service had continued to cite delays without resolving the issue. The complaint was addressed, and the withdrawal was successfully processed after an additional 3 days. The issue was marked as resolved in the system.
Malina Casino - Player’s withdrawal is delayed.
Amount: €500
Malina Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
On the 10th, I requested a withdrawal of €500. As of today, I still don't have it; it's still under review. They told me it would take 3 to 5 business days, but it's already been 7 days. Customer service just keeps saying that there's a delay in withdrawals and that it will be resolved shortly, but I'm still here without having received my winnings.
Automatic translation:
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3 months ago
Dear denis10cvf,
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
Hello, thank you very much, yesterday at the last minute the withdrawal was made successfully, there was an extra 3 days delay but that's okay.
Automatic translation:
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3 months ago
Dear denis10cvf,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
