The player from Austria has requested a withdrawal a month ago. After multiple attempts to contact the casino, the situation is still unresolved. Player has received the money, the complaint is now resolved.
Malina Casino - Withdrawal has been delayed.
Amount: €1,000
Malina Casino
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 years ago
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5 years ago
Translation
I'm waiting for about 1 month on my payouts. 2x 500 EUR. I had to split the amount because you can only 500, - daily. That's very strange. But since then, I will always be put off by mail as well as live chat that they ask questions in the finance department. You ask for the 4th time but I get no info and no promised payout details.
Can you tell me what I can do now?
Automatic translation:
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5 years ago
Dear Martina,
Thank you very much for submitting your complaint through our website. I understand how difficult it must be for you to wait for your winnings for a month. I carefully checked the Terms and Conditions on the website and as you stated in your complaint, the maximum amount that can be withdrawn is 500 EUR per day if you are a player with the "bronze" VIP level.
Please, allow me to ask you a few questions so I can understand completely what the problem with the delayed withdrawal might be caused by. I would like to know, if this was your first request and what method you used. Also, please, could you confirm for me that you went through the whole process of verifying your account, also known as KYC (Know Your Customer)? Casinos take KYC very seriously. Thank you very much in advance for your reply.
Best regards,
Petronela
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5 years ago
Translation
Good morning Petronela,
Herewith I would like to document the process with Malina Casino:
On 17.09. I have sent a payment request. I got the information that I have to submit my documents. I did that immediately and on 27.09. Received confirmation from Malina. Then I asked again for the payment request. Then I received the information that I can pay only 500, - per day. So I split my payout to 500, - each. I got afterwards the information that the amounts are transferred. But that has not happened to this day. I've already asked many times by email and in live chat but I'm always just put off. The finance department needs to check that. And now for 1 month: - (((
I think that they do not want to pay off and therefore constantly use this excuse
I ask for help!
Thanks and LG Martina
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Automatic translation:
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5 years ago
Dear Martina,
Thank you very much for your reply. I contacted the casino and I will inform you about any outcome or update.
Hopefully I will be able to help you as soon as possible.
Best regards,
Petronela
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5 years ago
Dear Martina,
Thanks for your comment.
Please be aware, that we have contacted the processing company to get the full information about the state of your transaction and will update you as soon as we have any new information available.
We apologise for any inconvenience this might have caused you and thank you for your patience!
Best regards,
MalinaCasino Customer Support Team
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5 years ago
Translation
Hello Petronela,
unfortunately it does not look good: - (((
Finance Malina has written that they have no active withdrawal requirements. I replied that you should send me the payment confirmations of the bank please with execution date and transaction number but again no answer. That's really a joke!
What shall I do now??
LG Martina
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Automatic translation:
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5 years ago
Dear Martina,
We would like to inform you, that currently your withdrawal matter is being investigated by the payment processing company and we are working together with them in order to get it resolved as soon as possible.
We are very grateful for your patience and apologize for any discommode this issue might have caused!
Best regards,
MalinaCasino Customer Support Team
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5 years ago
Dear Martina,
We are extending the timer by 7 days. Could you please inform us about any recent development?
Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Best regards,
Petronela
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5 years ago
Translation
Hello Petronela,
Unfortunately, the payout does not work again. I got the following info:
We would like to refer you to the total amount of 500 EUR which was canceled by our Financial Department.
You must complete the wagering requirements for your deposit.
Currently, you have wagered: 0/1000 EUR.
What is this supposed to do? Can you please help me with that? For information: AFTER the payout of the 1000, - Euro (which never took place) I exchanged my accumulated bonus and completely playful. My account was down to zero and has nothing to do with the payout.
LG Martina
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5 years ago
I would like to ask Malina Casino for a definite statement regarding player’s withdrawal in a value of 1,000 EUR. Please, could you advise if there are any wagering requirements which need to be completed? What seems to be causing delayed withdrawal? Thank you very much in advance.
Best regards,
Petronela
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5 years ago
Dear Martina,
First of all, we would like to thank you for the patience and understanding you have shown regarding this case.
Please, be assured, that one withdrawal request in the amount of 500 EUR has been successfully processed by our Finance Department and the remaining 500 EUR are on your gaming balance.
We apologize for any inconvenience this situation might have caused you.
Best regards,
Martina
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5 years ago
Thank you very much for your help. The player confirmed that she has received first payment and she requested another one. I’m leaving this complaint opened until the player will secure the whole payment.
Best regards,
Petronela
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5 years ago
Dear Martina,
We are extending the timer by 7 days. Please, update the status of your complaint. I hope everything goes well.
Best regards,
Petronela
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5 years ago
We are extending the timer by 14 days as we still don’t have a confirmation from the player that she would have received all the money.
Best regards,
Petronela
