The player from Germany had his payments stopped for unknown reason and the remaining balance seems to be reduced and transferred to a different casino account. The player eventually received his winnings, the issue was resolved.
Malina Casino - Player’s withdrawals have been discontinued.
Amount: €2,243.57
Malina Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Dear Julian,
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. Could you please advise if the entire amount of €5,800+ has been approved by the casino and subsequently split into several installments? Have you created previously an account with the other casino or your funds have been transferred to a newly established account without your knowledge?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
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3 years ago
Translation
Hi Petronela,
So the 5,843.57 euros were my total credit. The payout could only be made in parts because my status was not yet gold - therefore only denominations of the payout are possible.
Two payments of 800 euros each and four payments of 500 euros each have been made.
There are still 2,243.57 euros in Malina's casino account.
I have not been informed that the casino has moved or anything else. The homepage is still active, but as soon as you log in there is a message that you can now log in to the partner site (Casinia) with your Malina access data. I haven't signed up anywhere. - In the Casinia, however, only 1,743.57 euros are displayed as credit and a payout is not accepted. An error code appears: 2032.
The staff cannot help me!
Edited
Automatic translation:
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3 years ago
Thank you very much, Julian, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Hi there,
the Malinacasino contacted me by email today.
The casino wants one more verification. I have sent all the documents.
I will keep you up to date.
Many greetings and thanks!
Automatic translation:
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3 years ago
Hi Julian,
I'm taking over your complaint. We can give it a few more days. Let me know when/if you receive the funds.
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3 years ago
Translation
Hi,
well, it was very exhausting, but I received my last payment this morning.
Thanks for your help.
I definitely cannot recommend the casinos Malina and Casinia. The payout took a total of 1 1/2 months. Had I not been persistent enough, the money would have been easily gambled away. Really absolutely dubious behavior. - The money is deposited within a few minutes and the payout is more than stressful.
Automatic translation:
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3 years ago
Hi Julian,
I'm glad to hear that you finally received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
