Malina Casino - El jugador afirma que el pago se ha retrasado.

I requested 3 withdrawals of 500€ each, as that is the maximum on the site.

The first:

16/02/2025, 00:12:53

The second:

16.02.2025, 13:20:31

The third:

17.02.2025, 07:39:38

To date, I have not received any approval or payment. The terms and conditions state that the payment takes 3 working days. Today, 6 days have passed, 5 of which have been working days, and all I get from support is the message that there is a delay and we are sorry for the inconvenience. They cannot tell me how and wherefore or how long it will take.

Ich habe 3 Auszahlungen beantragt je 500€, da es das maximum auf der Seite ist.

Die erste:

16/02/2025, 00:12:53

Die zweite:

16.02.2025, 13:20:31

Die Dritte:

17.02.2025, 07:39:38

Bis heute habe ich keine Genehmigung bzw. Zahlung erhalten. Angegeben in den AGBs wird das die Auszahlung 3 Werktage brauch. Heute sind 6 Tage vergangen davon 5 Werktage und vom Support kriege ich immer nur die Mitteilung es verzögert sich tut uns leid für die Umstände. Wieso und weshalb und wie lange es noch dauert können Sie mir nicht sagen.

Dear Prokudin7777,

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.

Hallo,

Nach mehreren Kontaktversuchen habe ich immer dieselbe Standard Aussage bekommen (Auszahlung verzögert sich), bis ich mit einer Dame geschrieben habe und die mir per Mail folgenden Text geschrieben hat:

Thank you for contacting our Customer Support Team. We are sorry for writing in English but at the moment our German-speaking agents are busy, we hope you don't mind. Thank you for your patience, much appreciated!Kindly be informed that Our Financial department is aware of your withdrawal delay, due to a lot of requests all of our payouts are delayed.There is nothing to worry about, the withdrawal is coming through, it just might take a little longer than expected.I am glad to inform you that everything seems good with your withdrawal. Please bear in mind that once it is completed, you will receive an email confirmation.Your patience is highly appreciated ! If you have any additional questions, please, do not hesitate to contact us via email  support@malinacasino.com or via Live Chat. Best Wishes, Customer Service 

Allerdingsist es jetzt auch schon paar Tage her und mittlerweile sind es schon 11 Tage und es ist immernoch nichts genehmigt.

Dear Prokudin7777,

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.

Hello, unfortunately I still haven't received anything and have been hearing for over a week that the payout is supposedly in the final phase. I only get the same standard answers in the live chat.

Hallo, leider habe ich immernoch nichts erhalten und höre seit über 1 Woche die Auszahlung befindet sich angeblich in der Endphase. Kriege im Livechat nur dieselben Standard antworten.

Thank you Prokudin7777 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Prokudin7777,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Malina Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Prokudin7777 can expect his withdrawal to be processed?

As of today I still haven't received anything and today I get the same standard answer again:

The payment is in the final phase and is delayed. I have been hearing this sentence for 2 weeks.

It's good to know that the final phase lasts for 2 weeks. It's just the same copied answers every time.

14 working days have now passed. (18 days)

Stand Heute habe ich immernoch nichts erhalten und heute kriege ich wieder dieselbe Standard Antwort:

Die Auszahlung befindet sich in der Endphase und Verzögert sich. Diesen Satz höre ich schon seit 2 Wochen.

Gut zu wissen das sich eine Endphase 2 Wochen hinzieht. Es sind einfach jedes mal dieselben kopierten Antworten.

Es sind Mittlerweile 14 Werktage vergangen. (18 Tage)

Hello everyone, I'm now being ignored by support and people are leaving the chats. Just don't play on the site.

Hallo zusammen mittlerweile werde ich vom Support ignoriert und die chats werden verlassen. Spielt bloß nicht auf der Seite.

Hello Prokudin7777,

we have already contacted the casino representative who can hopefully give us more information about the matter. I understand your frustration, but all we can do now is wait.

Hello everyone,

I told the casino how to eat and threatened to get a lawyer and that I would file a lawsuit. Within 2 minutes, 2 payouts were settled. The 3rd payout of €500 is still open, I actually canceled it by mistake on Saturday because I twisted my neck. They told me that this meant I slipped back again, but the payout should supposedly be settled by Wednesday. I'm curious...

I've written to at least 20 different people every day for weeks and nothing has been done; as soon as you threaten to sue, it's done within 2 minutes.

The outstanding amount is now "only" 500€. I will let you know on Wednesday whether it has been paid or not.

Then the case can be closed.

Hallo zusammen,

Ich habe dem casino wie frisst gesetzt und mit meinem Anwalt gedroht sowie das ich eine Klage einleiten werde. Innerhalb von 2 Minuten wurden 2 Auszahlungen begliechen. Die 3 Auszahlung in Höhe von 500€ ist noch offen, die habe ich tatsächlich auch am Samstag ausversehen storniert da ich mich verknickt habe. Die sagten mir dadurch bin ich wieder nach hinten gerutscht, aber die Auszahlung soll aber bis Mittwoch angeblich begliechen werden. Bin mal gespannt...

Wochenlang alltäglich mit mindestens 20 verschiedenen Leuten geschrieben es wurde nichts getan, kaum droht man mit einer Klage wird es innerhalb von 2 Minuten erledigt.

Der offene Betrag ist jetzt "nur" noch bei 500€ am Mittwoch gebe ich bescheid ob es begliechen worden ist, oder nicht.

Dann kann der Fall geschlossen werden.

Hello Prokudin7777,

I am happy to hear things are moving in the right direction. As for the last withdrawal, please let me know when it arrives, I will leave this complaint until then.

Dear all,

Thank you for reaching out!

Please be informed that two of the customer's withdrawals were successfully paid out.

We will aim to process the remaining withdrawal as soon as possible.

Thank you for your patience!

Best regards,

MalinaCasino team

Hello everyone,

Suddenly everything happened very quickly. After almost a month of waiting, I finally received the last payment today.

The case can therefore be closed.

Thank you for your help.

Hallo zusammen,

aufeinmal ging alles ganz schnell, Nach fast 1 Monat Wartezeit habe ich heute die letzte Auszahlung endlich erhalten.

Der Fall kann somit geschlossen werden.

Vielen Dank für Ihre Hilfe.

Dear Prokudin7777,

We're glad to hear that your issue has been resolved. We would also like to thank the support team over at Malina Casino for their response. 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, 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, 

Martin

Casino.Guru