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

To Whom It May Concern,

I am writing to file a formal complaint regarding my recent experience with Malina Casino. On [insert date], I won a total amount of €5,600 while playing on your platform. After this win, I did not place any further bets or wagers. Nevertheless, the winnings disappeared from my account balance without justification.

Only a very small fraction of the amount (approx. €100–€500) has been made available for withdrawal. This situation is unacceptable and raises serious concerns about the fairness and transparency of your platform.

I kindly request the following:

A full and transparent explanation of why my €5,600 in winnings has not been credited or paid out.

An immediate correction of my account balance.

The prompt release and payment of my legitimate winnings.

Please note that I have saved screenshots and records of the gameplay, balance, and communication with your support team, and I am prepared to escalate this matter further if necessary. If this issue is not resolved promptly, I will have no choice but to file an official complaint with your licensing authority and report the matter to relevant consumer protection bodies.

I expect your written response and a resolution within 14 days.

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm which casino this complaint is about? You mentioned Malina Casino in your message, but the complaint shows All Slots Casino.

Also, did you use any kind of bonus or promotion while playing and winning the €5,600? If yes, do you remember which bonus it was and what the terms were?

Did you play casino games or bet on sports?

Could you please share your communication with the casino?

Please contact the casino and request your game history in Excel format. Once you receive it, please send it to my email at dominika.l@casino.guru so we can take a closer look at what happened.

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

It's not about payout

the money just disappeared without me doing anything

there was no bonus game or bonus money

it's just not there!!!

The casino does not respond to my request and I have already contacted their support

no answer

Es geht nicht um Auszahlung

das Geld ist einfach verschwunden ohne das ich was gemacht habe

es war kein Bonus Spiel oder Bonus Geld

es ist einfach nicht da!!!

Das Casino reagiert nicht auf mein Anliegen habe mich bereits an deren Support gemeldet

keine Antwort

Dear player, in order to move forward with your complaint, I need you to answer all of the questions I asked earlier.

Also, please send an email to the casino’s support team and ask them to provide your game history in Excel format. Once you receive it, please forward it to me at dominika.l@casino.guru so we can review what happened to your balance.

I sent them the email

Habe ihnen die E-Mail gesendet

Dear player, I still need you to clarify two very important things.

Which casino is this complaint actually about? In your message, you mentioned Malina Casino, but the complaint was submitted under All Slots Casino. Please confirm the correct name.

Did you play casino games or bet on sports?

It's about the MALINA CASINO

Casino games played

Es geht um das MALINA CASINO

Casino spiele gespielt

Malina Casino has not responded yet.

There was no reply to my email

the chat can't help me.

very bad their support very disappointing

Bis jetzt hat sich Malina Casino nicht gemeldet.

auf meine E-Mail gab es keine Antwort

der Chat kann mir nicht helfen.

sehr schlecht deren Support sehr enttäuschtend

Dear player, could you please send me the email you sent to Malina Casino where you requested your game history in Excel format? Also, if you’ve had any other communication with their support team, please forward that as well, so I can take a closer look.

Could you also please send me a screenshot of your bonus history from your account?

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I have sent the email to your address

To date, Malina Casino has not answered me

Habe ihnen die E-Mail an ihre Adresse gesendet

bis heute hat Malina Casino mir nicht geantwortet

I can't see the bonus history and game history

everything asked

still no reaction

Den Bonus Verlauf und Spiel Verlauf kann ich nicht sehen

alles nachgefragt

trotzdem keine Reaktion

that is their answer

absolute fraudsters absolutely not trustworthy absolute scam Malina Casino

das ist deren Antwort

absolute Betrüger absolut nicht vertrauenswürdig absoluter Scam Malina Casino

Still nothing has happened and my money is completely gone.

no response from Malina Casino

no support

absolute fraud the Malina Casino

Es ist immer noch nichts passiert und mein Geld ist vollständig verschwunden.

keine Reaktion von Malina Casino

keine Unterstützung

absoluter Betrug das Malina Casino

Dear player, kindly send us proof that you contacted Malina Casino and requested your game history — for example, a screenshot or copy of the email you sent.

Please also include any other evidence you have regarding your €5,600 balance and how it disappeared. This may include screenshots of your account balance, gameplay records, or any communication you had with the casino’s support team.

You can upload the files directly here in the complaint thread or send them to dominika.l@casino.guru.

Hello,

I have already sent them an email saying that I have contacted support and no one has responded.

my game history is missing in their statistics

I wait long enough and nothing happens

Something must be done about the casino

It's getting enough

Hallo,

ich habe ihnen bereits per E-Mail geschickt das ich den Support kontaktiert habe und sich keiner meldet.

mein Spielverlauf fehlt in deren Statistik

ich warte lang genug und es passiert nichts

Es muss was gegen das Casino unternommen werden

Es reicht langsam

I want something to happen soon, it is absolutely not okay that Malina Casino has not responded to my request and that my balance is no longer there, it is absolutely a scam

Class action lawsuit must be filed against the casino

Ich möchte das es langsam was passiert es ist absolut nicht in Ordnung das Malina Casino auf meine Anfrage keine Antwort gibt und das mein Guthaben nicht mehr da ist es ist absolut ein Betrug

Sammelklage muss gegen das Casino passieren

Dear player, I would like to kindly remind you that I have not received any proof that you requested your game history in Excel format from Malina Casino.

I have sent them again to your email just

Habe ihnen erneut an ihre E-Mail gesendet gerade

I would like to remind you that Malina Casino has not responded to any of my emails to date.

please note this

Ich will sie erinnern das Malina Casino mir bis heute auf keinen email geantwortet hat.

dies bitte beachten

MGA confirms that Malina Casino is not regulated

MGA bestätigt das Malina Casino nicht geregelt wird

You must have enough proof by now that you are not paying out my money. You must act now. There is a scam going on here.

I finally want a solution so that they no longer pay out my money in the amount of €5,600.

Sie müssen doch mittlerweile genung Beweise haben das mein Geld von denen nicht ausgezahlt wird sie müssen bitte jetzt handeln hier ist ein Betrug unterwegs.

ich will endlich eine Lösung das sie mein Geld in Höhe von 5.600€ nicht mehr auszahlen.

Dear player, have you received any response from the casino regarding your request for the game history in Excel format?

No, no response received and no response to other emails

Nein keine Antwort erhalten und keine Reaktion auf andere E-Mails

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Yes, but what has all of this achieved so far? Nothing has happened and you don't have a solution either.

You can see for yourself that this casino is absolutely not trustworthy

Ja aber was hat das alles bis jetzt genutzt es ist nichts passiert und ihr habt auch keine Lösung ???

sie sehen selbst das dieses Casino absolut nicht vertrauenswürdig ist

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.

Dear Hado,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Malina Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s money are missing?

Thank you in advance for providing the information.

I thank them, but after more than a month has passed and Malina Casino has never responded to my request, I think they can tell me anything, but they still won't refund my money.

Too much time has passed

Ich danke ihnen aber nach mehr als ein Monat was nun vergangen ist und die von Malina Casino nie auf mein Anliegen reagiert haben, denke ich das sie mir alles erzählen können aber sie werden mein Geld trotzdem nicht erstatten.

es ist einfach Zuviel Zeit vergangen

Dear all,

Thank you for bringing this matter to our attention and inviting us to participate.

We would first like to clearly state that there are no restrictions imposed on the complainant's account and no winnings have ever been confiscated.

Following a thorough investigation, our team concluded that the complainant achieved winnings of approximately ~€3,000 on September 30, which were credited to their real-money balance. However, the funds were subsequently used to place additional bets, which resulted in losses.

Furthermore, we did not find any balance discrepancies or incorrect betting outcomes, and the complainant failed to provide any evidence to support such claims when communicating with our live chat support.

That being said, we would like to kindly draw the player's attention to the following excerpt from our Terms and Conditions:

10.1 You accept and agree that the Company does not hold any responsibility or control over how you use the software. You agree that using the Company’s services is exclusively your decision and you agree that you are aware of and accept all possible risks.

Therefore, pursuant to the aforementioned article, we see no basis for a refund.

If there are any other questions or concerns, we will be happy to address them.

Kind regards,

Malina Casino

I have witnesses that I did not play and I was always blocked from paying out the total amount

I didn't play after that and tried to cash out several times

I was aware of this statement

According to the law, I can demand my entire stake back. This is entirely possible through a lawsuit.

this path is used

Ich habe Zeugen das ich nicht gespielt habe und mir immer blockiert wurde die gesamt Summe auszuzahlen

ich habe danach nicht gespielt habe mehrmals versucht auszuzahlen

mir war bewusst diese Aussage

laut Recht kann ich mein Einsatz komplett zurück verlangen dies ist vollkommen über eine Klage möglich.

dieser Weg wird genutzt

Ladies and Gentlemen

I'm contacting you because I lost €5,600 at your casino on September 30, 2025, for no apparent reason. Despite repeated consultations with your customer service, I was unable to obtain a plausible explanation for these losses.

I also contacted the Malta Gaming Authority (MGA), your casino's license holder. They informed me that a refund can only be processed by the casino itself, as the MGA only issues the license and does not directly monitor withdrawals.

Therefore, I hereby urgently request that you immediately refund the lost amount of €5,600 to my account. I point out that in case of further refusal, I will consider all legal options available to me, including the possibility of a chargeback through my credit card company or legal action in court.

I expect your written response within 14 days of receipt of this letter.

Best regards

Sehr geehrte Damen und Herren,

ich wende mich an Sie, da ich bei Ihrem Casino am 30.09.2025 Geld in Höhe von 5.600€ verloren habe, ohne dass ein nachvollziehbarer Grund hierfür vorlag. Trotz mehrmaliger Rücksprache mit Ihrem Kundenservice konnte mir keine plausible Erklärung für diese Verluste gegeben werden.

Ich habe außerdem die Malta Gaming Authority (MGA), den Lizenzgeber Ihres Casinos, kontaktiert. Dort wurde mir mitgeteilt, dass eine Rückerstattung nur durch das Casino selbst erfolgen kann, da die MGA lediglich die Lizenz ausstellt und keine direkten Kontrollen der Auszahlungen vornimmt.

Daher fordere ich Sie hiermit nachdrücklich auf, den Verlustbetrag von 5.600€ unverzüglich auf mein Konto zurückzuerstatten. Ich weise darauf hin, dass ich im Falle einer weiteren Weigerung alle mir zur Verfügung stehenden rechtlichen Schritte prüfen werde, einschließlich der Möglichkeit einer Rückbuchung über mein Kreditkarteninstitut bzw. rechtlicher Schritte vor Gericht.

Ich erwarte Ihre schriftliche Rückmeldung innerhalb von 14 Tagen ab Zugang dieses Schreibens.

Mit freundlichen Grüßen

Dear Hado,

I understand your frustration and your decision to approach the licensing authority. Could you please send me some screenshots as proof that you have submitted the formal complaint to them?

Thank you for your cooperation.

absolute fraud

absoluter Betrug

I see. Maybe try to contact Anjouan License authority, and you might get a better shot.

In a meantime, I would like to ask Malina Casino Team, can you please send the player´s game log to my email address martina.b@casino.guru?

Thank you I appreciate it!

They should only refund me what I paid in.

Die sollen mir nur das was ich eingezahlt habe zurück erstatten

Account simply blocked without information or reason

Login no longer possible

This casino is pure fraud.

Konto einfach gesperrt ohne Info ohne einen Grund

einloggen nicht mehr möglich

dieses Casino ist purer Betrug

Dear Martina,

We hope you are well.

The complainant's account has been permanently closed as per our administrative decision.

We have sent you an email containing evidence supporting that the claim is unjustified. We hope you would find this information sufficient to give your final verdict.

If any questions arise, please let us know.

Thank you for your cooperation.

Kind regards,

Malina Casino

It was obvious they would delete my account.

and your manipulated analysis.

Fraud remains fraud

Why am I being deleted if you haven't manipulated anything???

war ja klar das sie mein Konto löschen

und eure manipulierte Auswertung.

betrug bleibt Betrug

wieso werde ich gelöscht wenn ihr nichts manipuliert???

Dear Hado, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear All,

Thank you for your patience and cooperation.

We would like to remind you that additional documents were provided via email to the forum representative on November 7.

We kindly invite you to review this material in order to assess the situation.

We hope this information assists in addressing the issue.

Should you have any further questions, please do not hesitate to let us know.

Best Regards,

Malina Casino Team

I received nothing or anything like that.

It's all lies

Mir wurde nichts geschickt oder sonstiges.

Alles nur Lügen

Dear Malina Casino Team,

Could you please provide the information from the email you sent on November 7th and share it here for the player’s reference? I will mark the content as sensitive to ensure it remains fully secure.

Thank you in advance for your cooperation.

They should explain to me why my account was deleted if they didn't do anything wrong?

Their actions make no logic

I want my deposited funds back because I deposited there. Am I entitled to a refund if I don't have access to it?

Die sollen mir erklären wenn die nichts falsches gemacht haben wieso wurde mein Konto gelöscht??

deren handeln ergibt keine Logik

ich möchte mein eingezahltes guthaben zurück weil ich da eingezahlt habe habe ich Anspruch auf Rückerstattung wenn ich dort kein Zugriff habe

Dear Martina,

Please advise which information from our correspondence should be shared on the forum.

Dear Malina Casino Team,

I have responded to your email.

Dear all,

Here is the requested screenshot showing there was no available balance at the time of the account closure:

Of course, no credit balance.

Of course, they didn't pay out the credit.

The casino will be blacklisted by the relevant authority in Germany.

Natürlich kein Guthaben

natürlich haben sie das Guthaben nicht ausgezahlt

an die zuständige Behörde in Deutschland wird das Casino auf die schwarze Liste gesetzt.

Dear Malina Casino, please check your email. thank you

It's just a stalling tactic from the casino.

Months have passed and nothing has happened.

What exactly is supposed to happen now?

Es ist nur eine hinhalten Traktik vom Casino

es sind mittlerweile Monate vergangen und nichts ist passiert.

was genau soll jetzt passieren ?

Dear Hado,

I understand you feel it´s just a stalling technique from the casino.. however, casino has screenshots, that your your account had no money in the time of closure. If you have any screenshot from that time, that would help out!

They should simply refund the money I deposited!

Please read exactly what I say happened!!!

Die sollen mein eingezahltes Geld einfach zurück erstatten!

bitte lesen sie was genau ich sage was passiert ist!!!

Dear Hado,

I went through evidence one more time and sadly, since you have played your winnings, we cannot ask the casino to refund your lost winnings nor deposits. I’m afraid there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place .We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.