The player from Switzerland faced repeated verification rejections at MalinaCasino despite uploading the correct documents. Although support initially stated the payout had been processed, they later denied any knowledge and requested another verification via email. The player provided detailed proof of verification attempts but faced delays and conflicting information from support. The issue was resolved after the player resubmitted documents, leading to successful verification and payout. The complaint was marked as resolved.
Malina Casino - Player’s withdrawal is delayed due to repeated verification issues.
Amount: 2,500 CHF
Malina Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Verification keeps getting rejected, even though I have uploaded the correct documents. After a week, support told me the payout was processed and would be available the following Monday. Two hours later, they knew nothing about it and asked me to verify again, this time via email.
This is about malinacasino, which has a license from Malta.
I do not receive any response via email.
Automatic translation:
Public
Public
2 months ago
Dear Patrick0136,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you received any comments from the KYC department as to why your documents haven't been accepted?
- Have you received specific recommendations on what information the documents should contain?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Public
Public
2 months ago
Translation
My verification was always rejected...with the same documents. I made two deposits, one with LTC, where I made them a screenshot, and one with a credit card, where I gave them my complete account statements for the month plus an extra detailed view of the individual payments. They are deliberately delaying this and rejecting these documents. Then I was told in the chat on Friday that everything had been sent and I was verified and my money would be there on Monday. When I asked why it wasn't on my page, they said it would be updated during the evening. 2 hours later I was told in the chat that I could only verify by email and that no money had been sent. I have everything as a record. I have been waiting for my payout for 9 days and for my verification for 7 days.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 months ago
Translation
that was on Friday
Automatic translation:
Public
Public
2 months ago
Translation
I have submitted this, you can see for yourself
Automatic translation:
Sensitive attachment
Sensitive attachment
2 months ago
Translation
So I uploaded everything in PDF I'll send you a screenshot of what I sent
Automatic translation:
Public
Public
2 months ago
Dear Patrick0136,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
