The player from Spain faced delays in receiving multiple withdrawal requests of €500 made on consecutive days. Although customer service acknowledged the delay and promised escalation, previous withdrawals had already taken 8 business days, and the player was frustrated with the slow process and lack of solutions. The Complaints Team extended the investigation period but ultimately had to reject the complaint due to the player's lack of response. The player was advised to reopen the complaint if further assistance was needed.
Malina Casino - Player's withdrawals are delayed.
Amount: €500
Malina Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
Malina Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
On the 21st, 22nd, and 23rd, I requested a withdrawal of €500 each day. The withdrawal from the 21st was said to arrive in 3 to 5 business days. Therefore, today, Friday, the last day, I still haven't received any payment. Customer service only tells you that there is a delay and that your case has been escalated to be addressed as soon as possible. On the 10th of this month, I requested €500, and it took 8 business days. They told me it was a delay issue and that it wouldn't happen again. It is happening again, and at this rate, to receive the three withdrawals of €500 each, I have to wait a month! They are very slow and don't offer any solutions! I just want to receive my winnings.
Automatic translation:
Public
Public
2 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 as it was explained to you in your previous complaint as well. 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.
Thank you in advance for your patience and understanding.
Best regards,
Nick
Sensitive attachment
Sensitive attachment
2 months ago
Translation
On Saturday a live chat agent told me that my 3 withdrawals would be processed today, Monday. Today, Monday, I contacted them and they told me no, that it would arrive during the week. Every day they lie to you and laugh at you. Here I attach an image from Saturday of how I was told that the 3 withdrawals would be paid today.
Automatic translation:
Public
Public
2 months ago
Translation
It's Tuesday, at 5:00 p.m. the financial department closes until tomorrow at 6:00 a.m. therefore tomorrow will be the third day of delay, on Saturday they told me that the 3 withdrawals would be paid on Monday as I attached in the comment before today I spoke with an agent they don't know when they are going to pay they say soon as always and I'm going to leave here the image of how they tell me that they will pay me the 3 withdrawals at the same time because from what I have read here it is a lie, they do not pay them at the same time 
Automatic translation:
Public
Public
2 months ago
Dear denis10cvf,
As it still hasn't been over 14 days, I can only advise you to wait for the casino to process your payments.
In case it would take longer than the recommended time frame, please let us know.
Looking forward to your response.
Regards,
Nick
