The player from Greece had requested a withdrawal of 400 euros on 10/29, but the casino had exceeded the stated processing time of three business days. Despite multiple contacts with support, the player received no explanation for the delay. The issue was resolved when the player confirmed that the withdrawal was finally completed, despite being informed that the financial department did not operate on Sundays. The Complaints Team marked the complaint as resolved and expressed appreciation for the player's feedback.
Malina Casino - Player’s withdrawal is delayed.
Amount: €400
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
1 month ago
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1 month ago
Translation
Good morning, I requested a withdrawal of 400 euros from this casino on 10/29. Their policy states a maximum of 3 business days for processing, and this time frame has already passed. I have contacted their support multiple times, but all they say is to be patient without providing any explanation for the delay.
Automatic translation:
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1 month ago
Hello Dimitrinhio,
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?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Good evening the account says no verification is currently needed. The money was from actual balances and not bonuses. And I talk every day after the request and the answer I get is to be patient and nothing else about the reason for the delay
Automatic translation:
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1 month ago
Translation
Good evening. Today my withdrawal was finally completed. Although it is supposed, as they told me, that the financial department does not work on Sundays. Anyway thanks for the help.
I will also leave a review in case it helps someone.
Automatic translation:
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1 month ago
Dear Dimitrinhio,
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
