Malina Casino - Igrač veruje da je njegova isplata odložena.

Good morning,

I played at the aforementioned casino on Saturday, November 8, 2025. The bonus was 200%, and I deposited €200. The wagering requirements were met without violating any rules. The result was €6,500.09, but I haven't seen a single cent of it. I've contacted support five times already, and the first three times I was told they only process requests on weekdays. The fourth time, I told them I didn't want to be told that again, so they said my case was now classified as "urgent." Nothing happened for four days, and then the fifth time, they said, "It is currently in the final stages of processing." That was two days ago. I'm being strung along, and I haven't received any verification request.

No guidelines were violated, meaning no multiple accounts or anything of the sort. Wagers were limited to a maximum of €5 under bonus conditions, never higher.

I am requesting help.

Thank you and best regards

Guten Morgen,

ich habe am Samstag, den 08.11.2025 bei dem o.g. Casino gespielt. Der Bonus war 200% und 200€ habe ich eingezahlt. Der Wager wurde dann auch umgesetzt, ohne gegen jegliche Regel zu verstoßen. Rausgekommen sind 6.500,09€, wo ich bislang keinen Cent gesehen habe. Ich war schon fünf mal im Support und bei den ersten drei Mal wurde mir immer nur gesagt, dass sie nur an Werktagen bearbeiten. Dann habe ich beim vierten Mal gesagt das mir das nicht schon wieder gesagt werden soll, also wurde mir gesagt, dass ich jetzt als „dringend" eingestuft wurde. Auch da ist 4 Tage dann nichts passiert und dann hieß es beim fünften mal: „Aktuell befindet sie sich jedoch in der Endphase der Bearbeitung". Das ist nun auch zwei Tage her. Ich werde hingehalten und eine Aufforderung zur Verifikation habe ich auch keine bekommen.

Es wurde gegen keine Richtlinie verstoßen, sprich kein Multi Account oder sonstiges in der Art. Auf maximal 5€ bei Bonusbedingungen gespielt, nie höher.

Ich erbitte Hilfe

Danke und liebe Grüße

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Stay safe.

Dear Gianmin200k,

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

Dear Gianmin200k,

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.

Dear Gianmin200k,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good day,

I've now received a verification request. They've had the documents for four days and nothing has happened, even though they explicitly state that this can take "up to" 24 hours. I also haven't been able to access the live chat since I submitted the documents. When I click on it, either nothing happens or a window opens briefly and then closes immediately.

It's been 3 weeks since I played there and still nothing has happened - oh wait, yes, I can't get into the live chat anymore, that's what's happened so far…

LG

Guten Tag,

mittlerweile habe ich eine Aufforderung zur Verifizierung bekommen. Die Dokumente haben Sie schon seit vier Tagen und es ist nichts passiert, obwohl sie explizit schreiben, dass dies „bis ZU" 24 Stunden dauern kann. Den Live Chat kann ich seit ich die Dokumente abgeschickt habe auch nicht mehr betreten. Wenn ich diesen anklicke passiert entweder nicht oder es öffnet sich kurz ein Fenster, welches sich dann aber direkt wieder schließt.

Es ist jetzt 3 Wochen her das ich dort gespielt habe und nach wie vor nichts passiert - ah doch ich komme nicht mehr in den Live Chat das ist bisher passiert…

LG

Good morning,

I then returned to the live chat and complained about it. Less than five minutes later, all my documents were rejected and I was asked to re-upload them, even though everything was perfectly clear.

Furthermore, the woman in the live chat said that verification could take 5 business days, which they had long since exceeded. But the most amazing thing is that she herself can write that it takes 24 hours.

We really can't stall any longer.

LG

Guten Morgen,

jetzt komme ich wieder in den Live Chat und daraufhin habe ich mich über den Live Chat beschwert. Keine 5 Minuten später wurden alle Dokumente abgelehnt und ich wurde dazu aufgefordert neu hochzuladen obwohl alles ganz klar ersichtlich ist/war.

Zudem sagte die Dame im Live Chat, dass die Verifizierung 5 Werktage dauern kann, wo sie schon längst drüber waren. Aber das genialste ist, dass sie selbst schreiben kann 24 Stunden dauern.

Also noch mehr hinhalten geht wirklich nicht.

LG

Dear Gianmin200k,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Good evening,

Thank you for the information and the excellent support!

Best regards

Guten Abend,

danke für die Information und die gute Betreuung!

Liebe Grüße

Hello Gianmin200k, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay outs. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Gianmin200k,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Malina CasinoTeam

Good day dear Malina Team,

Thank you for the information and the cooperation!

Best regards

Guten Tag Liebes Malina Team,

ich danke Ihnen für die Information und die Zusammenarbeit!

Liebe Grüße