Malina Casino - El retiro del jugador se retrasa y la cuenta es incierta.

On Friday the 22nd, I made my first withdrawal of 500 euros, another 500 on Saturday, and 500 more on Sunday, totaling 1500 euros. They don't allow more. Since that day, I have nothing in my account and more pending to withdraw. Customer service tells me there is a delay, but it isn't clear to me. I've spoken many times and they give me countless excuses, and nothing clear in emails either. I've read a lot about this Casino here and I'm afraid of losing my money. I don't know what else to do. Then you'll see how they'll ask for my identity, making the process even longer. I don't understand why they haven't asked for it already. I hope you can help me because I still have a pending withdrawal of 5000 and I'm afraid I might lose everything.

El viernes 22 hice mi primer retiro de 500 euros el sábado de 500 euros y el domingo otros 500, en total 1500. No dejan más. Desde ese día no tengo nada en mí cuenta y tengo pendiente más para sacar. En atención al cliente me dicen que hay un retraso pero no lo veo claro. He hablado un montón de veces y me dan mil excusas, por correo tampoco nada claro. He leído aquí mucho de este Casino y temo perder el dinero. No sé qué más hacer. Luego verás como me pedirán mi identidad y se hará el proceso todavía más largo. No sé porqué no me lo han pedido ya. A ver si me podéis ayudar porque tengo todavía pendiente un retiro de 5000 y veo que puedo perder todo.

Dear lise2584,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Ok, I'll wait a bit. They haven't told me anything, nor have they asked me for anything to carry out the verification. It's stopped and that's it.

Vale, esperaré un poco. Ellos no me han dicho nada, tampoco me han pedido nada para realizar la verificación. Está parado y ya está

I know I'm still waiting but I've talked to them several times and they just give me excuses that they don't keep. Now the withdrawal is 10,000 plus the 1,500 and I'm starting to worry. I'm leaving screenshots of everything. So much money, I hope they don't keep me for so many days for everything because it's going to be brutal.

I don't know if I really believe the last screenshot, and I still don't understand why they haven't asked me to verify my account. I'm seeing that they will do it to prolong the withdrawal, but I'm still waiting.

Sé que estoy todavía en espera pero he vuelto a hablar con ellos varias veces y solo escusas que no cumplen. Ahora ya el retiro son 10000 más los 1500 y me empiezo a preocupar dejo capturas de todo. Tanto dinero espero que no me tengan tantos días para todo porque va a ser brutal.

La última captura no sé si me la creo mucho además no entiendo todavía que no me hayan pedido verificar la cuenta. Estoy viendo que lo harán para prolongar más el retiro pero sigo en espera.

They keep bothering me and I still haven't heard anything from them.

Siguen mareando y todavía no tengo nada por parte de ellos.

Thank you very much, lise2584, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok thanks, let's see if I get lucky because I also have a lot to withdraw and I'm going to fight for all my money.

Vale gracias, a ver si tengo suerte porque además tengo mucho por retirar y voy a luchar todo mi dinero.

They keep giving me the runaround, it's incredible. It's been more than 15 days and I haven't heard anything, and the VIP advisors haven't responded to me either. I need to report them because it's incredible. I'm very angry.

Me siguen dando largas es impresionante ya van más de 15 días y no sé nada, no me responde tampoco los asesores vip. Es para denunciarlos porque es increíble, estoy muy enfadada.

What they do to me, that's how they are

Lo que me hacen, así son

Hello there,

Thank you lise2584 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Malina Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Since the 22nd, 23rd and 24th I have had a pending withdrawal of 1500 euros. They only tell me that there are delays but nothing more. I have tried to send emails, speak to customer service and they are driving me crazy as you can see in the screenshots. The worst thing is that I have 9000 more in the account and at this rate I see that I am not going to collect them with these times. On top of that, they do not allow withdrawals of more than 1500. I sincerely believe that they do this to avoid paying.

Que desde el día 22 ,23 y 24 llevo con un retiro pendiente de 1500 euros. Solo me dicen que hay retrasos pero nada más, he intentado mandar correos, hablar con atención al cliente y me marean como puede ver en la capturas de pantallas. Lo peor es que tengo 9000 más en la cuenta y a este ritmo veo que no los voy a cobrar con estos tiempos. Encima no dejan retirar más de 1500. Yo sinceramente creo que lo hacen para no pagar.

I want to collect my retirement and greater agility in the rest.

Quiero cobrar mi retiro y una mayor agilidad en los demás.

Update, after more than 20 days it turns out that out of the 3 pending withdrawals of 500 euros, they canceled 1. They tell me that there was a technical error with the payment provider (attached screenshot), how mysterious that the other two payments did not have an error and that one did, now I have to start over again and I have 9500 so imagine, it is not fair and the funniest thing is that the other 1000 are already in the account it did not take long, for that 20 days, incredible. Now I am asking customer service what happened, let's see how they give me. We have to be more agile with this because the 9500 is going to cost me my life. I am very angry.

Actualización, después de más de 20 días resulta que de los 3 retiros pendientes de 500 euros me cancelan 1. Me dicen que un error técnico con el proveedor de pagos ( adjunto captura) , que misterioso que los otros dos pagos no tengan error y ese sí, ahora otra vez volver a empezar y tengo 9500 así que imaginad, no es justo y los más gracioso es que los otros 1000 están ya en cuenta no han tardado nada, para eso 20 días, increíble. Ahora les estoy preguntando en atención al cliente que ha pasado, a ver las vueltas que me dan. Hay que dar más agilidad a esto porque los 9500 me va a costar la vida. Estoy muy enfadada.

Dear all

Please be informed that 2 of the customer withdrawals are completed and paid out on our side and one of them was unfortunately canceled by the payment provider.

We would kindly ask you to request it again and double check your credentials for any errors .

Best Regards

Malina Casino Team

I have already made the withdrawal again but I think the process is taking too long as I still have 9000 to withdraw. Also, I don't understand the problem with the provider when the 2 previous payments were equal. I hope you speed up everything that remains.

Ya he vuelto a hacer el retiro pero creo que se está haciendo el proceso muy largo que todavía tengo 9000 por retirar. Además no entiendo lo de problemas con el proveedor cuando los 2 pagos anterior eran iguales. Espero le deis agilidad a todo lo que queda

Dear lise2584, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawals have been successful. Please keep me informed about any further developments.

Ok, I will keep you posted on how long it takes because there is quite a bit to remove. Thank you very much.

Vale sí iré informando de lo que tardan porque hay bastante que retirar. Muchas gracias

Do you know the last one they did to me? I was at VIP level 1 at 75, getting close to 2, but stuck for weeks despite playing. Well, I haven't logged in for 3 days and they've dropped me to level 1 without 75. The explanation they give is that a machine does it. Sorry? It didn't go up, but it went down really fast. I have 8000 to withdraw and 1500 in withdrawal. It's known that they don't want me to withdraw it quickly. Really, this Casino is amazing. When I withdraw the money, I'll never do it again.

¿Sabéis la última que me han hecho? Estaba en el nivel vip uno en 75 acercándome al 2 pero estancado durante semanas a pesar de jugar. Pues llevo 3 días sin entrar y me han bajado al nivel 1 sin 75. La explicación que dan es que lo hace una máquina. ¿Perdón? Subir sí que no subió pero bajar bien rápido. Tengo 8000 por sacar y 1500 en retiro. Se conoce que no quieren que lo saque rápido. De verdad que lo de este Casino es flipante. Cuando saque el dinero nunca más .

I've been waiting since last Tuesday and nothing. Of the first 1500 that took 20 days, they only gave me 1000, they gave me back 500, I withdraw it again along with 1000 more and a week has passed. The truth is that this Casino is brutal, they don't give any agility and the problem is that it's going to take forever. I really don't understand it. It doesn't seem fair to me, it's my money and they don't speed it up, it's already the second withdrawal. Brutal

Desde el martes pasado esperando y nada. De los primeros 1500 que tardaron 20 días solo me han metido 1000 , me devuelven 500 los vuelvo a retirar junto a 1000 más y una semana ya. De verdad que lo de este Casino es brutal no dan agilidad y el problema es que Se va a hacer eterno. Yo no lo entiendo de verdad. No me parece justo , es mi dinero y no lo agilizan ya es el segundo retiro. Brutal

Dear lise2584, can you update us on the situation? Have you received any new withdrawals or does the situation remain the same? Thank you in advance!

Dear lise2584,

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.

Everything is in order. I would close the claim.

Todo en orden. Yo cerraría la reclamación.

Dear lise2584,

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, 

Peter