Malina Casino - Povlačenja igrača su odložena.

I made three withdrawals, the maximum the casino allows is three, two on 10/10/2025 and one on 10/13/2025. Worried about the undue payment, I entered the chat for information and they only give reassurances. I have screenshots of all the chats.

Ho fatto tre prelievi il massimo che consente il casino sono tre due il 10/10/2025 e uno il 13/10/2025 . Preoccupandosi del non dovuto pagamento sono entrato in chat per informazione e danno solo rassicurazioni ho dei screen di tutte le chat .

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No, I have not made withdrawals in the past. They requested a check and said if it is necessary, we will ask you. I think so. There was a welcome bonus when I made the withdrawal, it was not given and they say to scan the free spins bonus and then I was able to enter the withdrawals.

No non ho fatto prelievi in passato il controllo lo richiesto e hanno detto se servirebbe te lo chiederemo penso di si ere un bonus di benvenuto quando ho fatto il prelievo non lo dava e dicono di scanciare de bonus giri grati e poi ho potuto immettere i prelievi .

I could send you the screenshots for a better understanding. I was a bit hasty with the text cited this morning, but it was what needed to be requested anyway. I would be available if needed.

Le potrei mandare gli screen per una migliore visione a riguardo . Sul testo citato stamattina ero un po' frettoloso ma comunque era quello che era da richiedere se di bisognio sarei a disposizione .

I recently visited the casino and I noticed during verification that they required documents. I sent them and will wait for verification. I hope that casino guru will assist me.

Da poco ho visitato il casino e ho notato in verifica che richiedevano documenti li ho mandati e attenderò verifiche spero che casino guru mi assista .

The verification asks me for my ID, a selfie of my face, a credit card statement, but mine is virtual, a screenshot of my face. I don't know if I did everything correctly. I asked in chat if everything was OK, and they told me if the financial department can see it.

La verifica mi chiede carta di identità selfie del mio volto estratto conto screen della carta di credito ma la mia è virtuale screen del casino del volto non so se tutto cio lo fatto correttamente . Ho chiesto in chat se tutto era apposto mi dicono se la vede il reparto finanziario .

They sent me an email and asked me to send back the documents, credit card statement. I have a virtual selfie with the casino website with my face. I hope they approve. I don't want to be wrong, but I'm writing here, not on the contact page.

mi hanno mandato una mail e mi hanno chiesto di rimandare documenti estratto conto carta di credito ho la vituale selfie con il sito del casino con il mio volto spero che approvino . non vorrei sbagliarmi ma scrivo qui no sul contatto .

Thanks for sharing the updates with me.

Did the casino approve your documents?

Please let me know.

They haven't sent me an email yet saying I should send them back. I'm waiting for their response. I sent them back both in the site verification and I pretended to correct them via email on 10/3/2025 and one on 10/4/2025 because I'm a little confused about my virtual card.

Non ancora mi hanno mandato una mail dicendo che li dovrei rimandare attendo loro risposta li ho rimandati sia nella verifica del sito eli finti di correggerli via mail il 3/10/2025 e una il 4/10/2025 perché sono un po' confuso riguardo la mia carta virtuale

Live Chat Text (Final)

"Good evening. It's been 3 days. I need an URGENT update on my document verification (KYC).

All requested documentation was submitted on November 3rd.

Open tickets: [37476753] and [38167658]

​Email Account: ................

You can confirm your approval or let me know if anything is missing. I'm chatting. Give me a couple of minutes so I can check your account and get back to you right away to confirm what to do.

Thanks for waiting! Don't worry, I'll follow up right away so the department can process your request as soon as possible. Okay? Sorry again for the long wait.

Testo per la Live Chat (Finale)

​"Buonasera. Sono passati 3 giorni. Chiedo un aggiornamento URGENTE sulla verifica dei miei documenti (KYC).

​Tutta la documentazione richiesta è stata inviata il 3 novembre.

​Ticket aperti: [37476753] e [38167658]

​Email Account: ................

​Potete confermarmi l'approvazione o indicarmi se manca qualcosa. Esito chat.       Mi dia un paio di minuti così controllo il suo account e torno subito da lei per confermarle il da farsi.

Grazie dell'attesa! Non si preoccupi, procedo subito con un sollecito cosicche' il dipartimento elaborera' la sua richiesta il prima possibile d'accordo? Mi scusi ancora per la lunga attesa.

Today I received the email with the above quote. Thank you for your cooperation.

We are pleased to inform you that we have received the requested documentation and that the finance department is currently in the process of verifying it.

We also inform you that, once the aforementioned verification is completed, you will receive a notification via the dedicated DVS section of your gaming account.

If you have any further questions or requests, please do not hesitate to contact us via Live Chat or email.

Oggi ho ricevuto la mail con suddetta citazione . La ringraziamo per la Sua collaborazione.

Con la presente, siamo lieti di infromarLa che abbiamo ricevuto la documentazione richiesta e il dipartimento finanziario sta al momento procedendo con la verifica.

Le indichiamo inoltre che, una volta che suddetta verifica sara' completata, ricevera' una notifica tramite l'apposita sezione DVS del Suo conto gioco.

Se dovesse avere ulteriori domande o richieste non esiti a contattarci via Live Chat oppure via email

Because after this email I go to the site and check and again find the dates 09/20/2025 and 10/20/2025 to enter. And I give a list of transactions. Because regarding the bank statement I don't have the one for 2025. In the emails I also left the Header Document.

Perché dopo questa mail vado sul sito e su verifica e trovo di nuovo da immettere le date 20/09/2025 e 20/10/2025. E do lista movimenti . Perché riguardo estratto conto non ho quello del 2025 . Nelle mail ho lasciato anche ​Documento di Intestazione .

Today I forwarded the email I received with the following quote Dear MalinaCasino Support,

I am following up on your email of November 7, 2025, informing me that the documentation was being reviewed.

I noticed a request on my gaming account to upload a statement with specific dates and I uploaded it immediately [November 7th

Despite the new upload, the DVS section of my account continues to display the document request.

Can you please manually verify whether the document was received correctly by the finance department and whether my KYC verification is now complete or awaiting approval?

is now complete or, at least, has been unlocked and is proceeding towards final approval.

I await your prompt confirmation.

Kind regards, they are trying to extend the times I don't understand and it will take 48 72 hours it will always remain like this I don't understand.

Oggi o inoltrato la mail ricevuta con seguente citazione Gentile MalinaCasino Supporto,

​Faccio seguito alla vostra email del 7 novembre 2025 in cui mi informavate che la documentazione era in verifica.

​Ho notato sul mio conto gioco la richiesta di inserire un estratto conto con date specifiche e ho provveduto a caricarlo immediatamente [ 7 novembre

​Nonostante il nuovo caricamento, la sezione DVS del mio conto continua a mostrare la richiesta del documento.

​Potete per favore verificare manualmente se il documento è stato ricevuto correttamente dal dipartimento finanziario e se ora la mia verifica KYC è completa o in fase di approvazione?  

sia ora completa o, almeno, sia stata sbloccata e proceda verso l'approvazione finale.

​Resto in attesa di una vostra celere conferma.

​Cordiali saluti, cercano di allungare i tempi non capisco e ci vorranno 48 72 ore restera sempre così non capisco .

Dear min33

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, Mirka ([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,

Tomas

From what I understand I shouldn't even interact with the casino I should just wait.

Da quanto ho capito non dovrei interagire neanche con il casino dovrei solo attendere .

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Malina Casino representative to join this conversation.

Dear Malina Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Will it be immediate from the same.?

Sarà immediata dalla medesima .?

Dear min33,

Thank you for your cooperation and patience. We would like to inform you that your account verification has been successfully completed.

Your withdrawal requests are expected to be processed within the next one to two days. Once they are successfully completed, you will see the status updated to "Completed."

We truly appreciate your understanding and patience throughout this process.

Best regards,

Malinacasino Team

This morning I received part of the sum, there are two more left, I hope the waiting times are fair.

Smattina ho ricevuto una parte della somma ne restano altre due spero che i tempi di attesa siano eque .

Since I mistyped a certain situation that occurred, the quoted text will not be published. Sorry, team guru, response error. I have modified the text that I do not want to publish.

Siccome ho sbagliato digitare una certa situazione che incorreva il testo citato non sarà pubblicato scusatemi team guru errore di risposta ho modificato il testo che non vorrei pubblicare .

Thank you for the update.

Please notify me, when you receive the rest of the disputed amount.

I received another one, only one left.

Ho ricevuto un altra ne resta soltanto una .

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear min33,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka