Malina Casino - El jugador cree que el reintegro se ha retrasado.

Good morning,

I played at the aforementioned casino on Saturday, November 8, 2025. The bonus was 200%, and I deposited €200. The wagering requirements were met without violating any rules. The result was €6,500.09, but I haven't seen a single cent of it. I've contacted support five times already, and the first three times I was told they only process requests on weekdays. The fourth time, I told them I didn't want to be told that again, so they said my case was now classified as "urgent." Nothing happened for four days, and then the fifth time, they said, "It is currently in the final stages of processing." That was two days ago. I'm being strung along, and I haven't received any verification request.

No guidelines were violated, meaning no multiple accounts or anything of the sort. Wagers were limited to a maximum of €5 under bonus conditions, never higher.

I am requesting help.

Thank you and best regards

Guten Morgen,

ich habe am Samstag, den 08.11.2025 bei dem o.g. Casino gespielt. Der Bonus war 200% und 200€ habe ich eingezahlt. Der Wager wurde dann auch umgesetzt, ohne gegen jegliche Regel zu verstoßen. Rausgekommen sind 6.500,09€, wo ich bislang keinen Cent gesehen habe. Ich war schon fünf mal im Support und bei den ersten drei Mal wurde mir immer nur gesagt, dass sie nur an Werktagen bearbeiten. Dann habe ich beim vierten Mal gesagt das mir das nicht schon wieder gesagt werden soll, also wurde mir gesagt, dass ich jetzt als „dringend" eingestuft wurde. Auch da ist 4 Tage dann nichts passiert und dann hieß es beim fünften mal: „Aktuell befindet sie sich jedoch in der Endphase der Bearbeitung". Das ist nun auch zwei Tage her. Ich werde hingehalten und eine Aufforderung zur Verifikation habe ich auch keine bekommen.

Es wurde gegen keine Richtlinie verstoßen, sprich kein Multi Account oder sonstiges in der Art. Auf maximal 5€ bei Bonusbedingungen gespielt, nie höher.

Ich erbitte Hilfe

Danke und liebe Grüße

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Dear Gianmin200k,

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

Dear Gianmin200k,

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.

Dear Gianmin200k,

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.

Good day,

I've now received a verification request. They've had the documents for four days and nothing has happened, even though they explicitly state that this can take "up to" 24 hours. I also haven't been able to access the live chat since I submitted the documents. When I click on it, either nothing happens or a window opens briefly and then closes immediately.

It's been 3 weeks since I played there and still nothing has happened - oh wait, yes, I can't get into the live chat anymore, that's what's happened so far…

LG

Guten Tag,

mittlerweile habe ich eine Aufforderung zur Verifizierung bekommen. Die Dokumente haben Sie schon seit vier Tagen und es ist nichts passiert, obwohl sie explizit schreiben, dass dies „bis ZU" 24 Stunden dauern kann. Den Live Chat kann ich seit ich die Dokumente abgeschickt habe auch nicht mehr betreten. Wenn ich diesen anklicke passiert entweder nicht oder es öffnet sich kurz ein Fenster, welches sich dann aber direkt wieder schließt.

Es ist jetzt 3 Wochen her das ich dort gespielt habe und nach wie vor nichts passiert - ah doch ich komme nicht mehr in den Live Chat das ist bisher passiert…

LG

Good morning,

I then returned to the live chat and complained about it. Less than five minutes later, all my documents were rejected and I was asked to re-upload them, even though everything was perfectly clear.

Furthermore, the woman in the live chat said that verification could take 5 business days, which they had long since exceeded. But the most amazing thing is that she herself can write that it takes 24 hours.

We really can't stall any longer.

LG

Guten Morgen,

jetzt komme ich wieder in den Live Chat und daraufhin habe ich mich über den Live Chat beschwert. Keine 5 Minuten später wurden alle Dokumente abgelehnt und ich wurde dazu aufgefordert neu hochzuladen obwohl alles ganz klar ersichtlich ist/war.

Zudem sagte die Dame im Live Chat, dass die Verifizierung 5 Werktage dauern kann, wo sie schon längst drüber waren. Aber das genialste ist, dass sie selbst schreiben kann 24 Stunden dauern.

Also noch mehr hinhalten geht wirklich nicht.

LG

Dear Gianmin200k,

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, Matej (matej.l@casino.guru). 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,

Attila G.

Good evening,

Thank you for the information and the excellent support!

Best regards

Guten Abend,

danke für die Information und die gute Betreuung!

Liebe Grüße

Hello Gianmin200k, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay outs. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Gianmin200k,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Malina CasinoTeam

Good day dear Malina Team,

Thank you for the information and the cooperation!

Best regards

Guten Tag Liebes Malina Team,

ich danke Ihnen für die Information und die Zusammenarbeit!

Liebe Grüße

Good morning,

All the documents were verified except for my transaction history. I deposited using Revolut and submitted the receipt for the entire month of November, and now I've been asked to disclose my bank transactions. But why? I didn't deposit using my bank. Besides, there's third-party data involved, which is nobody's business. Furthermore, you wouldn't even know which bank is my primary bank without the Revolut statement. If I had paid with Paysafe, you wouldn't have known whether I paid in cash or with my card, and therefore you wouldn't have been able to see my bank details. So, it makes absolutely no sense to me to request my primary bank details when I used a different deposit method.

I can gladly send the Revolut statement here again.

Best regards

Guten Morgen,

die Dokumente wurden alle verifiziert bis auf meinen Transaktionsverlauf. Ich habe mit Revolut eingezahlt und den Beleg vom kompletten November habe ich abgeschickt und nun wurde ich aufgefordert meine Hausbank Transaktionen offenzulegen. Aber wieso? Ich habe nicht mit meiner Hausbank eingezahlt? Zudem sind da Daten von Dritten, die ja keinen was angehen. Außerdem würdet ihr ja gar nicht wissen, welche meine Hausbank ist, ohne den Revolut Auszug. Wenn ich mit Paysafe bezahlt hätte, dann hättet ihr ja auch nicht gewusst hab ich das bar bezahlt oder mit meiner Karte und somit ja auch keine Bank einsehen können. Also das macht für mich leider gar keinen Sinn hier meine Hausbank zu verlangen, wenn ich eine andere Methode zum Einzahlen genutzt hab.

Den Auszug von Revolut kann ich auch gerne hier nochmal reinschicken.

Liebe Grüße

You've had the bank statement since Friday. At this point, I don't care if you see third-party data on it…

Der Bankauszug liegt seit Freitag bei Ihnen. Ist mir mittlerweile egal, ob ihr da Daten von Dritten seht…

Dear Gianmin200k,

Thank you for your patience.

We are pleased to inform you that your account was verified today, 10 December.

We have also escalated the relevant team to process your pending withdrawal submissions.

Best regards,

Malina Casino Team

This is great news! Dear Malina Casino, can you please let us know once the withdrawal is being processed on your end, to keep us up to date? Thank you.

Dear All,

We are pleased to inform you that all pending withdrawals from November have been completed by us as of 10 December 2025.

In addition, withdrawal submissions made recently have already been scheduled for processing today.

Kind regards,

Malina Casino Team

Thank you for the update!

Dear Gianmin200k, please let us know once you receive the withdrawals, and whether you consider this complaint successfully resolved.

Good morning,

I hereby confirm that the casino has started paying out.

Two of my withdrawals from yesterday and today are being processed.

After that, there are 5 more payouts. I will get in touch again once I have received all the money.

Best regards

Guten Morgen,

ich bestätige hiermit, dass das Casino angefangen hat auszuzahlen. 

Zwei meiner Abhebungen von gestern und heute sind in Bearbeitung.

Danach sind es noch 5 Auszahlungen. Wenn ich das Geld in Gänze erhalten habe, werde ich mich wieder melden.

Liebe Grüße

I am happy to hear that! :)

The timer will be swapped your way again, please keep me posted and if there are any more issues, let me know ASAP. Thank you.

Dear all,

We are pleased to inform you that all recent withdrawal submissions will be processed and completed by 15 December 2025.

Kind regards,

Malina Casino Team

Just a quick update from me again:

Yesterday, a payout was reported as completed, but I haven't received anything in my account. One payout is still being processed, and the last one will arrive tomorrow.

I just hope that the money that was finalized yesterday still reaches me.

Best regards

Nochmal kurze Rückmeldung meinerseits:

Gestern wurde eine Auszahlung als abgeschlossen gemeldet, jedoch hab ich nichts auf meinem Konto erhalten. Eine Auszahlung ist noch in Bearbeitung und die letzte kommt dann morgen.

Ich hoffe nur das das Geld, welches gestern abgeschlossen wurde, noch bei mir ankommt.

Liebe Grüße

Just a quick update:

The money from one payment has now been transferred. Since Friday, the last two payments, which I have already requested and which are being processed, are still missing.

Best regards

Noch einmal eine kurze Rückmeldung:

Das Geld der einen Auszahlung wurde mittlerweile überwiesen. Nun fehlen seit Freitag noch die zwei letzten Auszahlungen, die ich bereits beantragt habe und die in Bearbeitung sind.

Liebe Grüße

This is great, hopefully the Christmas will not affect the withdrawals too much. As always, I keep this complaint open until the last withdrawal is confirmed. Have a nice day! :)

Good morning,

The last payment was processed today.

I thank both the Casino Guru team and Malina Casino for their cooperation and wish you a Merry Christmas and a Happy New Year! 🙂

Best regards

Guten Morgen,

die letzte Auszahlung wurde heute bearbeitet.

Ich danke sowohl dem Team von Casino Guru als auch dem Malina Casino für die Zusammenarbeit und wünsche frohe Weihnachten und einen guten Rutsch ins neue Jahr! 🙂

Liebe Grüße

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

Dear Gianmin200k,

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,

Matej