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.
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.
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.
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
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
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
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!
Hi Petronela,
also die 5.843,57 Euro waren mein Gesamtguthaben. Die Auszahlung konnte aber nur in Teilen erfolgen da mein Status noch nicht Gold war - deshalb nur Stückelungen der Auszahlung möglich.
Zwei Auszahlungen zu je 800 Euro und vier Auszahlungen zu je 500 Euro sind erfolgt.
Es liegen somit noch 2.243,57 Euro auf dem Casinokonto von Malina.
Ich wurde nicht darüber informiert das das Casino umgezogen ist oder sonstiges. Die Homepage ist noch aktiv, aber sobald man sich einloggt kommt der Hinweis das man ab jetzt auf der Partnerseite (Casinia) sich mit seinen Zugangsdaten von Malina einloggen kann. Ich habe mich nirgends neu angemeldet. - In dem Casinia werden mir allerdings nur noch 1.743,57 Euro als Guthaben angezeigt und eine Auszahlung wird nicht akzeptiert. Es erscheint ein Fehlercode: 2032.
Die Mitarbeiter können mir nicht weiterhelfen!
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.
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.
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!
Hallo,
das Malinacasino hat sich heute per Mail bei mir gemeldet.
Das Casino möchte eine weitere Verfikation. Ich habe alle Unterlagen zugesendet.
Ich halte euch auf dem Laufenden.
Viele Grüße und Danke!
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.
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.
Hi Julian,
Has there been any news?
Hi Julian,
Has there been any news?
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.
Hi,
also, es war zwar sehr anstrengend, aber ich habe meine letzte Zahlung heute morgen erhalten.
Danke für eure Mithilfe.
Ich kann die Casinos Malina und Casinia definitiv nicht weiterempfehlen. Die Auszahlung hat insgesamt 1 1/2 Monate gedauert. Wäre ich nicht hartnäckig genug geblieben hätte man das Geld locker verspielt. Wirklich absolut unseriöses Verhalten. - Das Geld ist binnen weniger Minuten eingezahlt und die Auszahlung ist mehr als stressig.
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
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
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.