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I made the first withdrawal request on 06.04.2025 (500€) followed by two more requests 08. 04.2025 500€) and 09.04.2025 (500€) for a total of 1500€, with a remaining balance of another 1500€ the total winnings are 3200€. I write to customer service every day receiving the same response i.e. (we are sorry for the inconvenience caused we have requested the financial department to complete your withdrawals) after which I find myself in front of a wall, I specify that I have all the proof of both the deposits and the winnings with screenshots of each movement.

Ho fatto la prima richiesta di prelievo il giorno 06.04.2025 (500€) seguita da altre due richieste 08. 04.2025 500€)e 09.04.2025 (500€) per un totale di 1500€, con un saldo rimanente di altri 1500€ la vincita totale e di 3200 €. Scrivo ogni giorno al servizio clienti ricevendo la stessa risposta cioè (ci dispiace per il disagio causato abbiamo fatto richiesta al dipartimento finanziario per completare i suoi prelievi) dopodiché mi trovo davanti ad un muro, specifico che ho tutte le prove sia dei depositi che della vincita con i screenshot di ogni movimento.

Dear Aureliana,

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. 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 casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Aureliana,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thanks for the reply, I have not received anything yet, there has been no development, the withdrawals I requested are still being processed.

Grazie per la risposta, non ho ricevuto ancora nulla, non c'è stato alcun sviluppo, i prelievi da me richiesti risultano ancora in elaborazione.

Thank you Aureliana for all the information provided. I will now forward your complaint to my colleague Pavel ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks to you, I wanted to inform you that on Friday I received the email with the confirmation of the withdrawal, the money has not arrived yet they tell me that it will take up to 3 working days, in the meantime I managed to make other withdrawal requests since the remaining balance was another 1500. I am waiting and will keep you updated. Thanks

Grazie a te, volevo informarti che venerdì mi è arrivato l'email con la conferma del prelievo, i soldi non sono arrivati ancora mi dicono che ci vorrà fino a 3 giorni lavorativi, nel frattempo sono riuscita a fare altre richieste di prelievo visto che il saldo restante era di altri 1500. Sono in atessa e vi terrò aggiornati. Grazie

Hello, Aureliana!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Pavel, thank you for your work and for the support you have given me, I would like to say that Casino Malina made the payments certainly late for the first withdrawals but with the second ones they kept the times according to the rules. Then close calmly as a solved case leaving the Casino score as it is because they were honest. Thank you I remain available.

Ciao Pavel, grazie per il vostro lavoro e per il supporto che mi avete dato, vorrei dire che il Casino Malina a effettuto i pagamenti certo in ritardo per i primi prelievi ma con i secondi hanno mantenuto i tempi secondo le regole. Poi chiudere tranquillamente come caso risolto lasciando il punteggio del Casino così com'è perché sono stati onesti. Grazie rimango a disposizione.

Dear Aureliana,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru