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

I forgot the first time I made 3 withdrawals which is the maximum they let me without going over 500 euros, meaning I made 2 of 100 and one of 300 euros and they decided to only accept the 200 and the other 300 were added to my balance just because they wanted to, so I only received 200 euros in my bank account.

My second withdrawal I made on the 6th and it was pending until the 16th when they accepted it, removed it from pending and I received the money. During all that time I sent 7 or 8 emails and they all answered the same thing. First, that it would take 3 business days, then that there was an even longer delay than expected due to high demand, they kept copying and pasting me in replying to the same emails. Now I have been waiting for a withdrawal since the 16th and on the 23rd it is still pending. Let's say that to withdraw my total prize, which right now is 21,500 euros, it will take me, according to calculations, 14 months. I am sending you a screenshot of the replies and other information from the WhatsApp chat with them and from the emails.

Se me olvidaba la primera vez hice 3 retiradas que es lo máximo que me dejan sin pasarme de 500 euros ósea hice 2 de 100 y una de 300 euros y decidieron solo aceptarme la de 200 y los otros 300 me lo subieron arriba a mi saldo porque si porque ellos quisieron por lo cual solo me llegó a mi cuenta bancaria 200 euros.

Mi segundo retiro lo hice el día 6 y estuvo en estado pendiente hasta el día 16 que lo aceptaron lo quitaron de pendiente y me llegó el dinero durante todo ese tiempo mandé 7 o 8 correos y todos me contestaban lo mismo primero que tardaban 3 días hábiles, después que había más demora de la cuenta por la alta demanda, me hacían copa y pega de contestación de correos iguales, ahora llevo desde el día 16 esperando un retiro y a día 23 todavía sigue en estado pendiente vamos que para retirar mi premio total que ahora mismo es de 21500 euros me voy a pegar segun los cálculos 14 meses. Le paso captura de contestaciones y demás del chat whatsapp con ellos y de los correos

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 j0selinh07,

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

Hello, it's been 11 days since I requested my withdrawal, and it's still pending. It seems like I'm never going to finish collecting my 21,500 prize at this rate. I wouldn't even mind forgiving them 2,000 if they paid me all at once and we came to an agreement because they've already made me bitter.

hola ya van 11 días desde que solicité mi retirada y sigue en estado pendiente. Parece que no voy a terminar de cobrar mi premio de 21500 a este ritmo en la vida. No me importaría incluso perdonarles 2000 si me lo pagaran todo del tirón y llegáramos a un acuerdo porque ya me tienen amargado

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

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 j0selinh07,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Malina Casino to join the conversation.

Dear Malina Casino,

I would be grateful if you could provide clarification regarding the reason for the delays in processing the player's withdrawals. This situation somewhat falls short of the timely and effective processing of withdrawals, which are expected in a reputable, high-rated casino.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Perfect, I'm waiting for the Malina casino's reply to see if I can finally enjoy my money. I know other people end up getting bored and spending their money, but that's not going to happen to me. I plan to withdraw my €21,500 prize completely.

Perfecto estoy a la espera de la contestación de casino Malina haber si puedo llegar a disfrutar de mi dinero porfin. Otras personas sé que acaban aburriéndose y se acaban gastando el dinero pero Ami eso no me va a pasar pienso retirar mis 21,500 euros de premio completamente

Dear Jose,

Thank you for bringing this matter to our attention.

We understand the importance of swift withdrawals and would like to extend our apologies for any inconvenience caused by this delay.

Our team is aware of the issue and has taken action to expedite the payments. Please bear with us just a bit longer, we will post a confirmation once the transactions are complete so you can request a new withdrawal.

We are grateful for your patience and understanding.

Kind regards,

MyEmpire Team

That answer is almost the same as the one you give me when I write to you directly. Please, since you're not complying with the withdrawal deadlines (3 business days), I only ask that you raise the withdrawal limits. I wouldn't mind reaching an agreement to withdraw everything at once. I look forward to hearing from you. Best regards.

Esa contestación es casi que la misma que me dais cuando os escribo a vuestro correo directamente; porfavor solo os pido que ya que no estáis cumpliendo con los tiempos del retiro(3 días hábiles) pues que me subáis los límites de retiro o incluso no me importaría poder llegar a un acuerdo para retirarlo todo de una sola vez. Espero respuesta un saludo

Dear Jose,

Thank you for your patience so far.

Please be informed that your withdrawals were temporarily put on hold due to an ongoing account check.

Rest assured that this is nothing out of the ordinary and there is no reason to be concerned. One of our representatives will soon reach out to you via email with more information regarding this matter.

If any questions arise in the meantime, please let us know.

Kind regards,

Malina Casino

What?! 14 days of waiting and now this problem?

Como como? 14 días esperando y ahora ese problema?

Excuses to avoid paying, and that's it, because when I log into my account it says it doesn't require verification.

Escusas para pagar y yasta porque me meto en mi cuenta y me sale que no requiere verificación

Dear j0selinh07,

I acknowledge your previous communication regarding your decision not to utilise the funds in your account for additional gameplay. I would like to gently remind you to adhere to this choice until we have addressed the situation at hand.

I completely empathise with the frustration you may be experiencing; however, if any funds are lost during standard gameplay until the situation is resolved, there is unfortunately little that can be done to recover them. I kindly request your patience as we work towards resolving your case.

Dear Malina Casino,

I understand that the "account check" is a routine procedure; however, I would appreciate clarification on why this was not conducted while the player awaited your earlier actions, as it would have greatly accelerated the entire process.

I hope to see reasonable progress in the coming days.

I don't plan to spend my funds, so they're going to have to pay me back sooner or later, one way or another. Besides, when I log into my account, it says verification isn't necessary, so I don't know why this person told me they're verifying my account.

yo mis fondos no pienso gastarlos asin que me lo van a tener que pagar tarde o temprano si o si, y por otra parte cuando me meto en la cuenta me pone que no hace falta verificación asinque nose porque esta persona me ha dicho que están verificando mi cuenta

Dear all,

Thank you for your patience.

Our team is currently conducting a review of the complainant's gaming activity. Once this is done, we will send an email containing information regarding the required documents for verification.

Please bear with us just a bit longer, we are closely monitoring the case and will post a reply once there is an update. If any questions arise in the meantime, we will be happy to address them.

Kind regards,

Malina Casino

Dear Malina Casino,

I trust that the verification process with the game provider will not take longer than necessary, and I kindly ask that you follow up with them regularly for any updates.

I remain hopeful that all the "obstacles" will be resolved promptly and that the player’s winnings will be paid out in accordance with your withdrawal policies.

Dear Jose,

Thank you for your continued patience.

To help us complete your account's verification and resume your withdrawals, we kindly ask you to upload the following document to your account or share them in response to our most recent email:

1. front and backside of your ID card
2. a photo of you (selfie) holding your ID card
3. Proof of Address (utility bill, bank statement or government-issued document showing your name and residential address and issued in the past 6 months)
4. front and backside photos of CC 535120******7055 (please cover your CVV code and the middle 6 digits of the card number)
5. PaySafe card account proof of ownership document

We rely on your understanding and cooperation to resolve this matter.

Looking forward to hearing back from you!

Kind regards,

Malina Casino

You asked me for account verification and it says it can take 24 hours, but I've already sent all the documents 3 days ago. Please explain why you're lying about the timeframe and when it will be verified so I can continue receiving my earnings?

Me pedis verificación de cuenta y pone que se puede demorar 24 horas y llevo ya 3 días con todos los documentos enviados , explicarme entonces porque mentís en el tiempo y cuando va a estar verificada para seguir cobrando mis ganancias ?

Dear Jose,

Thank you for your patience.

To complete the verification, we still require the following documents:

1. a photo of you (selfie) holding your ID card in front of you
2. Proof of Address document (PDF utility bill, bank statement or government-issued document showing your name and residential address and issued in the past 6 months)

Please share the documents in response to our most recent email or upload them directly to your account.

We are grateful for your cooperation.

Kind regards,

Malina Casino

If you already asked me for the selfie separately from my ID, why do you want it all together now? Stop making excuses and verify my account NOW

Si ya me pedisteis por separado el selfie por un lado y por otro lado el DNI, para que lo queréis ahora todo junto? Dejarse de escusas y verificarme la cuenta YA

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Don't send them anything else if you don't want to; I'M NOT COMPLICATING ANYMORE, I'VE REPORTED THEM AND TO HELL WITH THEM. I HOPE NO ONE ELSE GETS TO PLAY AROUND ON THIS PAGE. I'M GOING TO DO EVERYTHING POSSIBLE TO MAKE THEM LOSE CLIENTS BY UPLOADING EVERYTHING TO AS MANY SOCIAL NETWORKS AS POSSIBLE.

no le mandéis más nada sino queréis; YA NO ME COMPLICO LOS HE DENUNCIADO Y AL CARAJO OJALÁ MÁS NADIE ME DE POR JUGAR EN ESTA PÁGINA, YO VOY A HACER TODO LO POSIBLE PARA QUE PIERDAN CLIENTES SUBIENDOLO TODO A CUANTAS MÁS REDES SOCIALES POSIBLES.

Dear Malina Casino,

It appears that the player has now provided all the required documents. At this stage, I see no valid reason for any further delay in processing the player’s withdrawal.

I will be reducing the timer from 7 days to 3 days and trust that you will handle this case with the urgency it deserves.

But now they've blocked my withdrawals on top of everything else! This is just ridiculous. (Photo attached) 😂😂

Pero si ahora encima me han puesto retiros bloqueados esto es para jartarse ya de reír uno. Adjunto foto 😂😂

Dear Jose,

Thank you for your reply. We would kindly like to apologize for the delay of our answer.

We would kindly like to inform you that your account has currently no active balance and no pending withdrawal requests.

Additionally, we would kindly like to apologize for the confusion of the verification process. Currently no further documents are requested for your account.

Please don't hesitate to contact us in case of further questions.

Kind regards,

Malina Team

Of course, you sons of bitches, out of the entire big prize I had in two months, you only let me withdraw 2,000 euros. I just figured I'd won 2,000 and that was it, and I spent the rest since you kept blocking withdrawals. All I want to say is that I'm happy to have won 2,000 euros, even if it's just a little, and I HOPE YOU GO BANKRUPT, YOU SCAMMERS. Keep scamming people by saying withdrawals will arrive in 3 business days and then taking 17. I hope you spend all the money you keep on medicine. Cheers, thieves.

Claro hijos de puta si de todo el premio grande que tenía en 2 meses solo me habéis dejado retirar 2000 euros, me hice la idea que había ganado 2000 y yasta y gasté lo demás puesto que me poníais retiradas bloqueadas. Con esto solo quiero decir que me voy contento con haber ganado 2000 euros aunque sea y que OJALÁ OS ARRUINÉIS ESTAFADORES. Seguir estafando a la gente diciendo que le va a llegar las retiradas en 3 días hábiles y tardando 17 que to el dinero que os quedéis de ellos ojalá os lo gastéis en medicinas. Un saludo ladrones.

Dear j0selinh07,

I am pleased to hear that you have received 2,000 euros. However, I am curious about the status of the remaining funds. Am I correct in understanding that you chose to risk the rest through additional gameplay, despite my previous request for you to refrain from doing so and to exercise patience as we work to resolve your case?

I decided to risk it first because I had already withdrawn 2000 in two long months, and now, after waiting 20 days for a pending withdrawal, they send me an email saying they can't process it and that I should request it again. When I do, the website shows what I posted earlier: BLOCKED WITHDRAWALS. So, excuse after excuse, I just gave up on the money and that's it. THEY'RE A BUNCH OF CROOKS. I HOPE ALL THOSE SCAMMERS SPEND OUR MONEY ON MEDICINE. THAT'S ALL I ASK.

Decidí arriesgarlo primero porque había retirado ya 2000 en dos meses largos y ahora de última después de pegarme 20 dias esperando un retiro en estado pendiente me mandan un correo diciéndome que no me lo pueden hacer que vuelva a solicitarlo y cuando lo hago me sale después en la página lo que os mandé más arriba en otra publicación RETIROS BLOQUEADOS asinque escusa tras escusa di por perdido el dinero y yasta. SON UNOS SINVERWENZAS OJALÁ TODOS ESOS ESTAFADORES SE GASTEN EL DINERO NUESTRO EN MEDICINA ES LO ÚNICO QUE PIDO.

Dear j0selinh07,

Thank you for your response. I understand your point, and I agree that the casino team did not handle your situation ideally. However, if you chose to use the funds for further gameplay and unfortunately lost them, there is no longer anything we can do to assist.

I had kindly asked you not to take this step, and you confirmed that you would refrain from doing so, which is why I’m a bit taken aback that it still happened.

I completely understand that you likely made this decision out of frustration with the situation. However, as mentioned before, once the funds are legitimately lost during normal gameplay, there is, unfortunately, no way to recover them.

I will leave this case open for now and will try to consult with the casino team if there is anything that can be done here.

I preferred to spend it rather than have it cost me my health every day checking if they were arriving, getting irritated seeing how they were taking me for a ride, etc., etc. Now I'm finally at peace.

Preferí gastarlo a que me costará la salud todos los días mirando si me llegaban, irritándome viendo como me tomaban el pelo etc etc ya porfin estoy tranquilo

Dear Jose,

Thank you for your patience and cooperation.

Please be informed that all restrictions have been lifted. You can now place a withdrawal request and we will process it with high priority.

If any questions arise, please let us know.

Kind regards,

Malina Casino

What are you telling me? I've been waiting since the 4th for you to transfer me 1000 FUT coins and it's still pending. This talk about you giving me priority is a complete lie.

Pero que me estáis contando si llevo desde el día 4 esperando que me traspaséis mil monedas fut y sigue en pendiente ESO DE QUE ME DAIS PRIORIDAD MENTIRA TODO

They have no shame! I asked when they were going to transfer my FUT coins, and they replied today saying my request is being thoroughly reviewed when I've been waiting since the 4th, and it's already the 21st. What I say is, this casino is terrible; all they know how to do is laugh at their users.

Que poca vergüenza tienen pido que cuando van a hacer el traspaso de mis monedas fut y me contestan hoy que está siendo mi solicitud minuciosamente valorada cuando llevo desde el día 4 esperando y estamos ya a 21. Lo que yo diga CASINO MALÍSIMO EL CUAL SOLO SABEN REÍRSE DE SUS USUARIOS

Dear Jose,

This information has been forwarded to the relevant department for further review.

They are currently looking into the matter, and we will keep you updated regarding the issue as soon as more details become available.

Kind Regards,

Malina Casino

I've been waiting since the 4th, how embarrassing

Sigo esperando desde el día 4 que vergüenza

Dear Malina Casino,

I would like to express our concern regarding your approach and practices in handling your customer issues. We completely recognise that delivering quick and effective support to hundreds, if not thousands, of customers in a limited timeframe is quite a challenge, if not sometimes close to impossible. However, the ongoing complaints from many of your customers that we have received, and continue to receive, fall greatly short of the professional standard of reputable, highly rated casinos.

Moreover, the ongoing and lengthy verification processes before processing player withdrawals also do not align with the professional standards we expect from high-rated casinos. My colleagues have reached out to upper management to share our insights and the potential actions we may need to consider if improvements are not made on your end in the near future. I felt it necessary to communicate this transparently.

Now, regarding the player's situation. I understand that when players choose to use their previous winnings for further gameplay and unfortunately lose them before the withdrawal process is completed, they cannot be recovered. At the same time, as this occurred during a period of understandable frustration stemming from your lack of reasonable action, it may be worth considering a goodwill gesture to reinforce confidence and demonstrate care for your customers.

I hope this feedback is received in the spirit of cooperation and that we can work together toward a positive outcome. Please let me know if we can find a mutual understanding in this.

Dear all,

Thank you for your continued patience.

It seems the focus of the complaint has changed from a delayed withdrawal to the issue of FUT coins being credited.

We would like to assure the complainant that our team is already aware of the issue and is working to resolve it with high priority. Please bear with us just a bit longer, we will post an update once available.

If any questions arise in the meantime, we remain just a reply away.

Kind regards,

Malina Casino

Since the 4th, I've been waiting for the truth: you're a disgusting company. You should go bankrupt and ruin yourselves. I HOPE IT HAPPENS.

desde el día 4 esperando la verdad que sois una empresa asquerosa deberíais arruinaros y ir a la quiebra. OJALÁ PASE

Dear Jose,

Thank you for your continued patience.

Please be informed that we are experiencing a general issue with the FUT feature on our website. Our team is diligently working to resolve it and allocate your FUT coins.

We will post a reply as soon as there is an update. If any questions arise in the meantime, please let us know.

Kind regards,

Malina Casino

It's been a month already, 29 days exactly, and you never get tired of making excuses, huh?

Hace un mes yaaa 29 días exactamente y no os cansáis de poner escusas eh

Dear all,

We hope you are well.

Please be informed that we are facing a general issue with the allocation of FUT coins to players' accounts. We would like to assure the complainant that our Support team is closely monitoring the case, and he will be notified as soon as the 1,000 FUT coins have been credited.

Since the withdrawal issue has been resolved and is no longer the subject of the complaint, we kindly ask you to consider closing this forum thread.

Kind regards,

Malina Casino

I'm not closing anything until I receive the thousand coins, which are worth about 300 euros. I've been waiting for a month now, and I don't know how you can all be ashamed of yourselves.

No voy a cerrar nada hasta que no me lleguen las mil monedas que al cambio para jugar son unos 300 euros. Que llevo esperando un mes ya no sé cómo no se os cae la cara de vergüenza.

Dear CasinoGuru representatives,

We are facing a technical issue which requires a bit more time to be resolved. We kindly ask you to reset the timer.

Thank you for your cooperation.

Kind regards,

Malina Casino

Dear Malina Casino,

I have my fingers crossed that you will fix the issues in a reasonable time, and the 1,000 FUT coins will be awarded to the player.

It's been a month and eight days now and nothing. SHAMEFUL

Ha pasada uno mes y 8 días ya y nada. VERGONZOSO

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I'm still waiting for my FUT coins, it's been 45 days now and nothing.

sigo esperando mis monedas fut desde hace 45 días ya y nada

Dear Jose,

Thank you for your continued patience.

We will require a bit more time to credit your FUT coins. Our Customer Support team is closely monitoring the case and will notify you as soon as the coins are credited.

If any questions arise in the meantime, please let us know.

Kind regards,

Malina Casino

From November 4th for two months already, hahaha

Desde el 4 de noviembre para dos meses ya que vamos jajajaajaja

Dear all,

Happy New Year!

We are grateful for the your continued patience.

Our team will require a bit more time to resolve the issue and allocate the FUT coins. We would like to reiterate that this is a general error that affects more than one player.

Please rest assured that our Support team is closely monitoring the case and will notify the complainant as soon as there is an update.

Dear CasinoGuru representatives,

Since the original issue has been resolved and the subject of withdrawals is no longer relevant, we kindly ask you to consider closing this thread.

Thank you for your cooperation.

Kind regards,

Malina Casino

I'm going to shut this up. You've gone two months without giving me my coins. They're mine, so figure it out and sort it out for me.

Voy a cerrar un carajo lleváis 2 meses ya sin darme mis monedas para eso son mías así que buscarse la vida y solucionarmelo

Dear Jose,

Thank you for your continued patience.

We are happy to inform you that the FUT coins have been allocated to your account.

In case you have any questions or concerns, please let us know.

Kind regards,

Malina Casino

You don't want me to thank you after waiting two and a half months, do you?

No querréis que os de las gracias encima después de 2 meses y medio esperándola no?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

We would like to inform you that players account has currently no active balance, no pending withdrawal requests and the FUT coins have been allocated to the players account.

Kind regards,

Malina casino Team

Dear Malina casino Team,

Thank you for your response. I'm pleased to hear that there are finally no longer any outstanding issues with the player’s account.

Dear j0selinh07,

I fully understand that this experience has been frustrating and far from what you would reasonably expect, especially given the length of time it has taken to reach this point. We truly appreciate your patience throughout the process and hope you have felt supported by us along the way.

As things currently stand, there are no pending withdrawal requests, and the FUT coins have been successfully credited to your account. With these matters now resolved, it appears that keeping the case open is no longer necessary.

That being said, please inform me if you require any further assistance or let me know if you are okay with us moving forward to close the case.

Now I can rest easy knowing that you Malina Casinos are ****, **** and ****. I HOPE YOU GO BANKRUPT.

Ahora si me puedo quedar tranquilo que sepáis los de malina casinos que sois ****, unos **** y unos **** OJALÁ OS ARRUINÉIS

Dear j0selinh07,

I understand that this experience has been frustrating and not in line with what you would reasonably expect, and I want to acknowledge that your disappointment is understandable. At the same time, I kindly need to remind you that the use of offensive or intimidating language on our forum is not acceptable. Please keep this in mind in any future communication.

Even though you haven't replied to my previous question, I believe that keeping this case open any longer will not lead to any productive outcome.

I am glad that we were at least able to assist you in recovering the FUT coins. However, this was the maximum extent to which we could help in this situation. Since you chose (quite understandably, given the circumstances) not to wait for the issue to be fully resolved and instead continued playing with your own funds, which were subsequently lost, there are no further steps that can be taken on our side.

With all of the above in mind, I will now proceed with closing this case.

Should you encounter any issues in the future with this or any other casino, please feel free to contact our Complaint Resolution Centre, and we will do our best to assist you.

Best regards,

Michal

Casino Guru