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

On March 2nd and 3rd, I made three specific withdrawal requests: €500 and €300 on March 2nd and €800 on March 3rd. To date, despite repeatedly contacting support, who have provided no specific instructions but merely platitudes without explaining the problem, the withdrawals are stuck in phase two, the verification phase. I have no documents to upload in the casino's verification section, as everything was done when I opened the account. I've checked my emails and spam folders several times, but they haven't asked for any documents. I've forwarded them to support anyway. I DON'T KNOW WHAT TO DO ANYMORE! I HAVE MORE MONEY TO WITHDRAW AND I'M AFRAID THEY'LL NEVER GIVE IT TO ME. PLEASE HELP ME.

Il 2 e il 3 marzo ho fatto delle richieste di prelievo di preciso 3: 500 e 300€ il 02/03 e 800€ il 03/03. A oggi, nonostante ripetutamente contattata l’assistenza senza che mi fornissero precise indicazioni ma solo frasi di circostanza senza dirmi dov’è il problema, i prelievi sono bloccati in fase due ossia in fase di verifica. Nella sezione verifica del casinò non ho documenti da caricare in quanto è stato fatto tutto quando ho aperto il conto. Ho più volte visualizzato le e-mail e gli spam ma non mi hanno richiesto nessun documento ma comunque li ho rimandati all’e-mail del supporto. NON SO PIÙ COME FARE! HO DA RITIRARE ALTRI SOLDI E HO PAURA CHE NON MELI DARANNO MAI. AIUTATEMI PER FAVORE.

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 Agrc00,

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

KYC verification is complete but they are not proceeding with payments

La verifica KYC è completa ma non procedono ai pagamenti

I RECEIVED THE SAME EMAIL FOR THE UMPTEENTH TIME. I'm tired and feel like I've been cheated. It's been 8 WORKING days since I made the request, and it could be 100 days, but I won't see anything. I need help. I need to withdraw all 16k I have on the site.

LA STESSA IDENTICA MAIL CHE HO RICEVUTO PER L’ENNESIMA VOLTA. Sono stanca e mi sento presa in giro, 8 giorni LAVORATIVI dalla richiesta, ne possono passare anche cento ma non vedrò nulla. Ho bisogno di aiuto, devo ritirare tutti e 16k che ho sul sito.

Update: I cancelled the withdrawals but I still have the blocked withdrawals screen

Aggiornamento: ho annullato i prelievi ma ancora ho la schermata prelievi bloccati

It's been 10 business days with withdrawals blocked, I canceled the withdrawals hoping that the situation would be resolved but everything is the same... can you help me please?

I also sent a complaint email to the platform's regulatory body... nothing.

will I ever be able to get my 17,600 euros?

Sono 10 giorni lavorativi con i prelievi bloccati, ho annullato i prelievi sperando che si sbloccasse la situazione ma è tutto uguale…potete aiutarmi per favore?

Ho mandato anche una mail di reclamo all’ente regolatorio della piattaforma…niente.

potró mai avere i miei 17600 euro?

Dear Agrc00,

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.

Hi, the situation is still the same. I canceled the withdrawals, the money returned to my available balance, but even today, 16 days later, my withdrawals are still blocked... I don't know what to do. I keep contacting support, but they're always vague. I need your help...

Ciao, la situazione è sempre la stessa, ho annullato i prelievi, i soldi sono ritornati nel saldo disponibile ma ancora oggi dopo 16 di giorni ho i prelievi bloccati…non so più come fare. Continuo a contattare l’assistenza ma sempre vaghi. Ho bisogno del vostro aiuto….

Dear Agrc00, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

I attached everything via email but I'm also inserting the contents of the cards that were sent here without images:

HI,

So, a few days after I contacted you, they added the documents to the "Trust" section for KYC. I uploaded them, but every day they reject one for no apparent reason, as the documents are perfectly compliant with what they're asking for (I can also upload them later).

I played with the money loaded from my cards only and exclusively on Aviator without playing any sports bets or taking advantage of any kind of bonus (I also attach evidence of this).

min plus I successfully received €500 before all this happened

Ho allegato tutto tramite e-mail ma inserisco lo stesso anche qui il contenuto senza immagini delle carte che sono state inviate:

Ciao,

Allora dopo qualche giorno dal sollecito fatto a voi mi hanno inserito nella sezione verità dei documenti da caricare per la KYC. Io li ho caricati ma ogni giorno ne respingono uno senza un motivo ben preciso in quanto i documenti sono perfettamente conformi a ciò che mi chiedono (posso anche caricarli di seguito). 

Io ho giocato con il denaro caricato dalle mie carte solo e solamente su Aviator senza giocare a nessuna scommessa sportiva o usufruendo qualche tipo di bonus (anche di questo allego le prove).

min più ho ricevuto 500€ con successo prima che succedesse tutto questo

Dear Agrc00, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hi, the KYC verification has been ongoing for a week, but they're never accepting all the documents I send. I'm sure they're legitimate, especially since they're official documents (bank statements, proof of residence issued by a government agency). The situation is confusing. For example, since Friday, when I TOP-UP FOR THE UMPTEENTH TIME, some documents still need to be reviewed.

I made a successful withdrawal at the end of February. I played at the casino (Aviator slots) and had no active bonus. I'll email you proof and screenshots.

Ciao buongiorno, la verifica KYC è in corso da una settimana ma non mi accettano mai tutti i documenti che invio; sono sicura che sono giusti anche perché sono documenti ufficiali (estratti conto, attestato di residenza lasciato da ente governativo)..la situazione è ambigua. Ad esempio da venerdì che avevo RICARICATO PER L’ENNESSIMA VOLTA alcuni documenti ancora devono finire la revisione..

ho effettuato un prelievo andato a buon fine a fine febbraio. Ho giocato al casinò (slot Aviator) e non avevo alcun bonus attivo. Per e-mail le invio le prove e screen.

Dear Agrc00,

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, Martin, martin.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,

Karla Mayfly

Hello Agrc00,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also 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? What is the issue with the documents Agrc00 provided? Alternatively, can you give us some guidance on how to proceed?

The update is that I indicated that one of the cards I used once in October is no longer in my possession because it has been revoked. Therefore, I can't provide a photo, only screenshots of the app showing some of the information. For this reason, I explained everything to support, but received no actual assistance. So, in addition to uploading the screenshots, I uploaded the PDF file of the bank statement showing the transaction made to Malina and the proof of ownership of the account to which the card was associated. But the situation remains unchanged.

L’aggiornamento è che ho indicato che una delle carte con cui ho versato ad ottobre una sola volta non è più in mio possesso in quanto è stata revocata e dunque non posso fornire la foto ma solamente screen dell’app dove si vedono alcune delle informazioni. Per questo motivo ho spiegato tutto all’assistenza senza ricevere un supporto vero e proprio. Dunque oltre a caricare gli screen ho caricato il file pdf dell’estratto conto con il movimento fatto verso Malina e il certificato di possesso del conto a cui era associata la carta. Ma la situazione non cambia….

Dear all,

Thank you for the patience.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Malina Casino

Good morning,

This morning, they again rejected the statement I uploaded to prove ownership of the card, which also included the ONLY top-up transaction to Malina Casino. I repeat, I have no document available, other than the statement and the proof of ownership, that meets ALL THE REQUIREMENTS you're asking of me... because, as I've said many times, MY CARD HAS BEEN REVOKED.

I am attaching the document request you made in the casino's 'verification' section to prove my words.

COULD YOU KINDLY PROVIDE ME WITH A WAY OUT TO UNLOCK THE WITHDRAWALS?

Thank you.

Buongiorno,

stamani mi hanno rifiutato nuovamente l’estratto conto che ho caricato per provare la proprietà della carta e in cui era incluso anche L’UNICO movimento di ricarica nei confronti di Malina Casino. Io ripeto non ho a disposizione nessuno tipo di documento, oltre l’estratto conto e il certificato di proprietà del conto, che possa soddisfare TUTTI I REQUISITI che mi richiedete…in quanto come ho già detto molte volte MI È STATA REVOCATA LA CARTA.

Allego nuovamente la richiesta dei documenti che mi fa nella sezione ‘verifica’ del casinò per provare le mie parole.

MI POTETE GENTILMENTE FORNIRE UNAVIA D’USCITA PER SBLOCCARE I PRELIEVI?

Grazie.

Dear,

I'll update you on the situation.

I have uploaded all available documentation to Malina Casino, including:

- official bank statement with the transaction

- proof of account ownership

- proof of contact with my bank (buddybank)

I contacted the bank directly to request the card certification document, but they confirmed that it is not possible to generate such a document for cards linked to the account, especially if they are no longer active.

As a result, I have no concrete possibility of providing the document requested by the casino.

I believe I have provided all available evidence to demonstrate ownership of the payment method and I await a truly obtainable solution or alternative guidance.

Thanks for your support.

Gentili,

vi aggiorno sulla situazione.

Ho caricato su Malina Casino tutta la documentazione disponibile, inclusi:

- estratto conto ufficiale con la transazione

- attestazione di titolarità del conto

- prova del contatto con la mia banca (buddybank)

Ho contattato direttamente la banca per richiedere il documento di attestazione della carta, ma mi è stato confermato che non è possibile generare un documento di questo tipo per carte collegate al conto, soprattutto se non più attive.

Di conseguenza, non ho la possibilità concreta di fornire il documento richiesto dal casinò.

Ritengo di aver fornito tutte le prove disponibili per dimostrare la titolarità del metodo di pagamento e resto in attesa di una soluzione o di un’indicazione alternativa realmente ottenibile.

Grazie per il supporto.

Dear Agrc00,

Thank you for the patience.

We kindly inform you that the relevant department inform us that you need to provide proof of ownership of CC*534413******7544 where we can see cardholder names, this document should be issued from the bank.

Kind regards,

Malina Casino

Dear casino representative,

thank you for your response.

We believe it is not possible for the player to provide the specific document you are requesting for the revoked card. The player has already provided a bank statement showing the transaction, proof of account ownership, and other supporting documents. Are there any alternative documents you can accept?

Dear Agrc00,

thank you for your cooperation. To move this forward, please request a short written confirmation from your bank stating that, the card ending 7544 has been revoked, and the bank cannot issue the specific document requested by the casino. I believe that once we receive a copy of such confirmation, the casino will be willing to come up with alternatives.

Once you have this confirmation, please send it to my email martin.l@casino.guru, so we can include it in the review.

Dear,

I contacted the bank as requested and was confirmed that it is not possible to issue the document requested by the casino.

I have attached the proof and am waiting for an alternative solution.

Gentili,

ho contattato la banca come richiesto e mi è stato confermato che non è possibile emettere il documento richiesto dal casinò.

Ho allegato la prova e resto in attesa di una soluzione alternativa.

Update: I was now asked for a photo of the card I use to make deposits as per the screenshot and I sent the one I actually use mostly to make deposits.

Aggiornamento: ora mi è stato chiesto la foto della carta che uso per fare i depositi come da screen e io ho inviato quella che effettivamente uso per la maggiore per fare i depositi.

Dear all,

Thank you for the patience.

We kindly inform you that after checking with the relevant department inform us that you can provide a screenshot showing first 6, last 4 digits of the card, holder's names and expiry date.

Kind regards,

Malina Casino

Dear Malina Casino and Casino Guru,

as I have already explained and uploaded previously (with rejection of the screenshots)

These are the possible screenshots from my personal area.

Gentile Malina Casino e Casino Gurù,

come ho già esplicitato e caricato in precedenza (con rifiuto degli screen)

questi sono gli screen possibili dalla mia area personale.

Update: I've also uploaded these screenshots to the 'Verification' area on the casino website.

I look forward to hearing from you soon, as I've already notified you via this platform.

Aggiornamento: tali screen li ho caricati anche nell’area ’Verifica’ sul sito del casinò.

attendo un presto riscontro dato che ho già provveduto ad avvisarvi tramite questa piattaforma.

Update: They've rejected my documents again and asked for ones I can't provide (card ownership documents). Please request a Manual Review because this is an unfortunate situation! I've uploaded the same screenshots + bank statement + ownership of the ACCOUNT, not the card, but the account the card was associated with. I CAN'T DO ANYTHING MORE THAN THIS, please help me...

Aggiornamento: mi hanno ulteriormente rigettato i documenti e mi hanno richiesto quelli che non posso avere (documenti di titolarità della carta), per favore richiedo di provvedere con Manual Review perché è una situazione spiacevole! Ho ricaricato gli stessi screen + estratto conto + titolarità del CONTO non della carta ma del conto a cui era associata la carta. PIÙ DI QUESTO NON POSSO FARE NULLA, vi prego datemi una mano…

Hi Martin,

Unfortunately the casino rejected my documents AGAIN, always requesting the same type of document.

I would like to clarify that:

- I have already provided screenshots of the card with the first 6 and last 4 digits, the name of the cardholder and the expiration date

- I provided the bank statement with the deposit to the casino

- I provided proof of ownership of the bank account

My bank (buddybank) has officially confirmed that it is not possible to issue a document linking the complete card details as required by the casino.

The casino keeps asking for a document that doesn't exist and can't be provided.

At this point, I kindly request your intervention to obtain a manual review of the case and to confirm that the documents provided are sufficient.

Otherwise, I find myself unfairly blocked from withdrawing my funds.

Thank you so much for your support.

Ciao Martin,

purtroppo il casinò ha rifiutato NUOVAMNETE i miei documenti richiedendo sempre lo stesso tipo di documento.

Vorrei chiarire che:

- ho già fornito screenshot della carta con le prime 6 e le ultime 4 cifre, il nome del titolare e la data di scadenza 

- ho fornito l’estratto conto con il deposito verso il casinò 

- ho fornito la prova di titolarità del conto bancario 

La mia banca (buddybank) ha confermato ufficialmente che non è possibile emettere un documento che colleghi i dettagli completi della carta come richiesto dal casinò.

Il casinò continua a richiedere un documento che non esiste e che non può essere fornito.

A questo punto, chiedo gentilmente il vostro intervento per ottenere una revisione manuale del caso e per confermare che i documenti forniti sono sufficienti.

In caso contrario, mi trovo ingiustamente bloccata nel prelievo dei miei fondi.

Grazie mille per il vostro supporto.

I repeat:

Dear,

I'll keep you updated on the situation.

I contacted my bank several times and they confirmed that:

- it is not possible to issue an official document certifying ownership of the card with the required details

- it is not even possible to receive an official email confirming this impossibility

The only form of support provided is via live chat, which I have already attached as proof.

I still provided:

- screenshot of the card with the first 6 and last 4 digits, name and expiration date

- statement with deposit

- proof of account ownership

At this point I have no concrete possibility of providing further documents.

I kindly request your intervention to manually review the case and identify an alternative solution.

Thanks for your support.

Ripeto:

Gentili,

vi aggiorno ulteriormente sulla situazione.

Ho contattato più volte la mia banca e mi è stato confermato che:

- non è possibile emettere un documento ufficiale che attesti la proprietà della carta con i dettagli richiesti 

- non è possibile nemmeno ricevere una email ufficiale che confermi questa impossibilità 

L’unica forma di assistenza fornita è tramite live chat, che ho già allegato come prova.

Ho comunque fornito:

- screenshot della carta con le prime 6 e le ultime 4 cifre, nome e scadenza 

- estratto conto con il deposito 

- prova di titolarità del conto 

A questo punto non ho alcuna possibilità concreta di fornire ulteriori documenti.

Chiedo gentilmente il vostro intervento per una revisione manuale del caso e per individuare una soluzione alternativa.

Grazie per il supporto.

Dear casino representative,

the bank has confirmed it is not possible for the player to gather the information you request. Could you please give us an alternative way to proceed?

I reiterate that I uploaded the screenshots as instructed by Malina Casino, but they were promptly rejected in the verification section. At this point, I believe it's also an automatic validation issue; since my case is unique, I probably need a manual review.

But today I am once again asked for this document which is impossible to find…

Io ribadisco di aver caricato come indicato da Malina Casino gli screenshot ma prontamente rifiutati nella sezione verifica. A questo punto credo sia anche un problema di validazione automatica, dato che il mio è un caso particolare probabilmente ho bisogno di una revisione manuale.

pero ad oggi mi è nuovamente richiesto questo documento impossibile da reperire…

This morning I re-uploaded the screenshots to the verification section, I hope it goes well this time…

Questa mattina ho ricaricato gli screenshot sulla sezione verifica, spero che questa volta vada a buon fine…

Dear all,

Thank you for the patience.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Malina Caisno

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

From the assessment I made, it appears that everything was approved correctly. I made an initial withdrawal request on April 13 (I'm attaching images), but it hasn't been processed yet and has been stuck in the verification phase for two days, which I don't know if this is an anomaly.

Dalla valutazione fatta emerge che tutto sia stato correttamente approvato. Ho eseguito una prima richiesta di prelievo il 13/04 (allego immagini) che però ancora non è stata elaborata ed è ferma in fase di verifica da 2 giorni, il che non so se può essere un fatto anomalo.

Dear all,

Thank you for the patience.

We kindly inform you that your account is now verified.

Kind Regards,

Malina Casino

Thank you so much for your cooperation, Malina Casino. I would just like to know if the payment times are normal or are there still some problems?

Thank you

Grazie mille per la collaborazione Malina Casinò, vorrei solo capire se le tempistiche di pagamento siano normali oppure c’é ancora qualche intoppo?

grazie

Dear casino representative,

thank you very much for your cooperation.

Dear Agrc00,

please keep us updated on the status of your funds, the complaint will remain opened until we receive a confirmation that your funds have been transferred to you.

Thanks Casino Guru,

The situation is currently unchanged, the withdrawal is still being verified, and the deadline for completing the transfer process has passed (the casino indicates 1-3 business days). Today, we have officially passed that deadline.

Are there still any problems?

I'm waiting for your feedback and will let you know if anything changes.

Grazie Casinò Guru,

Al momento la situazione é inalterata, il prelievo é ancora in verifica e sono passati i giorni previsti per la chiusura della procedura di trasferimento (dal casinò sono indicati da 1-3 giorni lavorativi), con oggi li abbiamo ufficialmente superati.

C’é ancora qualche problema?

attendo riscontro e se dovesse cambiare qualcosa vi aggiorno.

Dear Agrc00,

thank you for your continued updates.

Dear Malina Casino representative,

can you please give us some news on the player's withdrawals and expected timeframe till payout?

Update: The withdrawal is still "pending verification" even though the casino’s stated timeframe (1–3 business days) has passed.

I have already provided ALL the required documents, the verification was successful.

I wasn't asked for any further checks, so I don't understand the reason for the delay.

Can you kindly prompt the casino to complete the payment?

Aggiornamento: il prelievo è ancora in "verifica in corso" nonostante siano passati i tempi indicati dal casinò (1–3 giorni lavorativi).

Ho già fornito TUTTI i documenti richiesti, la verifica è andata a buon fine.

Non mi sono state richieste ulteriori verifiche, quindi non capisco il motivo del ritardo.

Potete gentilmente sollecitare il casinò a completare il pagamento?

Dear all,

Thank you for the patience.

We kindly inform you that your withdrawal is successfully completed.

Kind regards,

Malina Caisno

I confirm!

I hope everything goes faster for future withdrawals.

Confermo!

Spero sia tutto più veloce per i prelievi futuri.

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

Dear Agrc00,

as more time has passed, could you please give us an update on the current state of events?

Everything is going smoothly! Withdrawals are accepted and processed correctly and within the timeframes without any problems. I waited days to report this to make sure everything was running smoothly. I thank Martin and the entire team at Casino Guru for their EXCEPTIONAL support, and my thanks also go to the team at Marina Casino, who were helpful and understanding with the issue.

Tutto prosegue per il meglio! I prelievi sono accettati ed eseguiti in modo corretto e in rispetto delle tempistiche senza intralci. Ho aspettato giorni per dichiarare questo per essere sicura che tutto procede per il meglio. Ringrazio Martin e tutto il team di casinò gurù che mi ha seguito in modo ECCEZIONALE e i miei ringraziamenti vanno anche all’equipe di Marina Casinò che si è resa disponibile e comprensiva nella problematica.

Hello Agrc00,

thank you for the kind words, I am very happy to hear things are moving in the right direction. I will leave this complaint open until you receive all your funds. Please let us know once this process is finalized.

That's fine.

Va benissimo.

Good morning,

Update: I withdrew 5k without any problems, now I'm experiencing delays in the withdrawals I made from April 25th to 27th (I'm attaching the images), I would like to know if everything is normal given that up until now with this method they have always been processed and received within 24/48 hours.

I'm waiting for news.

Buongiorno,

Aggiornamento: ho ritirato 5k senza problemi, ora sto riscontrando ritardo nei prelievi che ho effettuato dal 25 al 27 aprile (allego le immagini), vorrei capire se è tutto nella norma dato che di norma fino ad ora con questo metodo sono sempre stati processati e ricevuti in 24/48 ore.

attendo notizie.

Dear Agrc00,

thank you for your continued updates.

Dear Malina Casino representative,

can you please give us some news on the proceedings?

Support responded automatically, as always, without providing any real information, as previously happened with KYC verification issues. So, I'm waiting for a response from a Malina representative.

Thank you!

Il supporto mi ha risposto in modo, come sempre, automatico senza darmi reali informazioni a riguardo come precedentemente accaduto per i problemi sulla verifica KYC. Dunque attendo risposta qui da qualche rappresentante di Malina.

grazie!

Still no credit..3 business days have passed since the request was processed.

Ancora nessun accredito..sono passati 3 giorni lavorativi dall’elaborazione della richiesta

Update: I canceled your most recent requests from the 26th and 27th, leaving the one from the 25th intact. I resubmitted one today, April 29th, using the same payment method. Live chat isn't helping me or telling me what's going on. I deposited with my Revolut card and used both the card and IBAN for withdrawals (both are in my name).

Let me know if any verification is needed.

Aggiornamento: ho annullato le sue richieste più recenti del 26 e 27 rimanendo quella del 25 e ne ho rifatta una di oggi 29/04 con lo stesso metodo di pagamento. live chat non mi stanno aiutando non mi dicono cosa sta succedendo. ho depositato con la mia carta Revolut e ho utilizzato sia la carta che l’IBAN per i prelievi (entrambi sono intestati a me).

Fatemi sapere se è necessaria qualche verifica.

Update: I've been waiting for my withdrawal for the 4th business day, and it still hasn't even been approved... can someone please explain what's going on?

Aggiornamento: 4 giorno lavorativo che attendo il mio prelievo, ancora non é stato neanche approvato…per favore qualcuno mi può far capire che succede?

I can't attach screenshots. Can I get some insight from a Malina representative?

non riesco ad allegare screen. A questo punto posso capire da un esponente di Malina?

Dear Agrc00,

thank you for your responses. While I fully understand your frustration, I would like to ask you to limit your posting only to messages documenting new and relevant developments. In the meantime, I believe it's best we wait for a clarification from the casino's side.

Okay, I'm so sorry, but it's a very uncomfortable situation... I have plans with my money but everything is always delayed...

I await a prompt response from Malina

D’accordo, mi scuso tantissimo, però è una situazione molto scomoda..con il mio denaro ho dei piani ma puntualmente mi viene ritardato tutto..

attendo pronta risposta da Malina

Dear Agrc00,

Thank you for the reply.

We kindly inform you that your withdrawals will be processed soon. We apologize for the delay, as we are currently experiencing a high volume of requests.

Kind regards,

Malina Casino

That's fine, if that's all it is, I'm happy to wait! Thanks, and I'll keep you updated.

Va benissimo, se è solo questo, attendo con piacere! Grazie e vi terrò aggiornati.

Dear parties,

thank you both for updating us on the current situation.

Dear Agrc00,

as more time has passed, I would like to ask you to update us on the current developments. Have you received any portion of your funds?

Yes, very slowly but yes… I will gradually update Dino as the withdrawals run out.

Sì, in maniera molto lenta ma si…aggiornerò man mano Dino ad esaurimento prelievi.

Dear Agrc00,

thank you for your continued cooperation. Can you please give us an update on the current state of events?

It's moving forward, slowly but it's all moving forward.

Procede, con lentezza ma procede tutto

I'd also like to know if I slow down withdrawals by gambling. I'm waiting for a response from Malina.

Inoltre vorrei capire se gioco rallento i prelievi? Attendo risposta da Malina

Dear Agrc00,

thank you for your response. Please note I strongly advise you not to play your balance any further at this point.

Additionally, could you please tell us how much exactly have you withdrawn since your last update?

1500 euro

In total 5500

In totale 5500

Dear Agrc00,

thank you for your swift response. To further clarify - how much more money do you intend to withdraw? Do you want to withdraw your entire balance?

Yes I want to take it all

Si voglio prelevarlo tutto

Dear Agrc00,

thank you for keeping us updated.

As more time has passed once again, I would like to ask you for a update on the current proceedings. Please let me know how much you have been able to withdraw in the last 30 days and how much money you still need to withdraw.

I managed to withdraw 8600 euros, I'm missing 9k

Sono riuscita a prelevare 8600 euro, me ne mancano 9k

Dear Agrc00,

thank you for your continued updates and cooperation throughout the process.

I am glad to hear that the withdrawals continue to be processed successfully. Since you have already managed to withdraw €8,600 during the last 30 days, the casino appears to be complying with their standard monthly withdrawal limit.

At this stage, it seems the main issue has been resolved and the casino is continuing to process your payouts gradually. Since the withdrawals are being paid out and there are currently no signs that the remaining balance is being withheld unfairly, I believe this complaint will need to be closed in the meantime.

Of course, should the withdrawals stop entirely or any new significant issue arise in the future, you are always welcome to contact us again and we can reassess the situation. Additionally, please let us know once all funds are transferred to you.

We hope that the suggestions and explanations we provided were helpful in navigating the issue. As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Thanks so much for your help!

How will I communicate the successful transfer of all funds?

Grazie mille per l’aiuto!

come comunicherò l’avvenuto trasferimento di tutti i fondi?

Dear Agrc00,

you can freely contact me at martin.l@casino.guru.

Thank you once again for your cooperation throughout this complaint!

Dear parties,

We’ve reopened this complaint at the request of Agrc00, as it seems the withdrawals have been stuck once again.

Dear casino representative,

could you please give us some insight into current state of events? Can you give us an approximate timeframe in which the funds could be paid out?

Something arrived but now it's very late again

È arrivato qualcosa ma ora di nuovo forte ritardo

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.

Update: The delays continue...the withdrawal made on 6/6/2026 is still no sign of it, and consequently neither are those made on 7/6 and 12/6.

Aggiornamento: i ritardi continuano…dal prelievo fatto il 6/06/2026 ancora nessuna traccia e di conseguenza neanche quelli del 07/06 e 12/06.

Dear Agrc00,

thank you for your patience. Could you please update us on the current state of events?

In the meantime, I have messaged a new contact from the casino, I hope we will be able to reestablish their involvement in the case.

My withdrawals haven't arrived yet. From June 6th, 7th, and 12th.

Customer service has been telling me the same thing for over a week now—that they'll send an urgent request... but I still haven't seen any results. I'm very disheartened about this.

I miei prelievi non sono ancora arrivati. Dal 6,7 e 12 giugno.

l’assistenza sono più di una settimana che mi ripete le stesse cose ossia che farà un sollecito urgente…ma ancora non ho visto i risultati di questo. Sono molto avvilita a riguardo.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Malina

This is what you've been telling me for 11 days, but I don't see any results...

È questo che mi ripetete da 11 giorni, ma non vedo i risultati…

And then, magically, the €1,500 arrived right after the reply. Now I need to withdraw another €3,100. I've already made a €500 withdrawal. I'll keep you updated.

Ecco che magicamente sono arrivati i 1500€ subito dopo la risposta. Ora devo ritirare altri 3.100, ora ho fatto un prelievo di 500€, vi aggiorno

Update: This morning I withdrew another €500. Normally, it should arrive by this afternoon, as it always did with the €500 I withdrew yesterday. I hope that's the case and I don't have to wait another 10 days.

Aggiornamento: stamani ho provveduto a prelevare altri 500€, di norma dovrebbero arrivare entro il pomeriggio di oggi come è sempre accaduto insieme ai 500 prelevati ieri. Mi auguro che sia così e non debba aspettare altri 10 giorni.

Dear casino representative,

thank you for your response.

Dear Agrc00,

thank you for keeping me updated, I am happy to hear things are going in the right direction. When new developments arise, please update the thread.

The update is that I've made two more withdrawals totaling €1,000, which, to return to normal, should arrive today. If not, we're back to square one... I'm confident they'll arrive today, but apparently this morning nothing has happened yet. Again, as has happened in the past, once a certain number of payments have been processed, the subsequent ones arrive within 24 hours, if not a few hours, despite the fact that they claim it takes 3-5 business days, which in my case has actually turned out to be almost 20...

I'm expecting today by 5pm, otherwise I'll update the situation again.

I also add that customer support no longer answers me.

L’aggiornamento è che ho fatto altri due prelievi per un totale di 1000€ che per rientrare nella normalità dovrebbero arrivarmi entro oggi, se così non fosse siamo di nuovo punto e da capo…confido nel fatto che arrivino oggi ma a quanto pare in mattinata ancora nulla si è mosso. Ripeto: come successo in passato una volta avvenuta l’elaborazione di un tot di pagamenti i successivi arrivano nel giro di 24 ore se non poche ore nonostante sostengano che ci vogliano 3/5 giorni lavorativi che poi nel mio caso sono diventati quasi 20…

attendo la giornata di oggi entro le 17 altrimenti aggiorno nuovamente la situazione.

aggiungo inoltre che l’assistenza ormai non mi risponde più.

Having reached the end of the operating window, they have not been processed, not even yesterday's payment... I believe the situation will not change for another 20 days.

Arrivati a fine finestra operativa, non sono stati elaborati, neanche il pagamento di ieri…credo la situazione non cambi per altri 20 giorni

Dear Agrc00,

thank you for keeping us updated. Could you please clarify how much funds have you been able to withdraw in the last 30 days?

3000 euros or 1500 euros every 20 days in practice considering that I can make three withdrawals a week of 500€.

so the situation is not normal..up until a month ago I was able to earn 6 thousand a month

3000 euro ossia 1500 euro ogni 20 giorni in pratica contando che posso fare tre prelievi a settimana di 500€.

quindi la situazione non è normale..fino a un mese fa riuscivo a prendere 6 Mila al mese

Dear Agrc00,

thank you for the clarification.

Dear casino representative,

we will be awaiting the aforementioned update. Please let us know if we can somehow help and speed up the process.

Thank you so much, I hope it doesn't take them a week to respond…

Grazie davvero, spero che non impieghino una settimana a rispondere…

Update: The withdrawals made in the past few days haven't been processed yet, and when I contacted live chat, they told me two are being processed when in fact there were three... they don't even know what they're telling me. The situation is ridiculous.

Aggiornamento: i prelievi fatti negli scorsi giorni non sono stati ancora elaborati e contattando la live chat mi dicono che sono due in elaborazione quando poi sono tre…non sanno neanche loro cosa mi stanno dicendo. La situazione è ridicola.

Update: No processing in progress, still stuck at verification.

Aggiornamento: nessuna elaborazione in corso sempre fermi alla verifica.

Dear Agrc00,

thank you for keeping us updated. Until we receive a response from the casino representative, I believe it is sufficient to update the thread only once circumstances change.

Please note, that current state of events and the withdrawal delays are noted.

Update: I received a response from support in the same manner as the other times and then my withdrawals were not processed for twenty days. In the previous weeks, I then received the credits on the same day as the processing, which was perhaps a Saturday or Sunday. It's all so inaccurate and unreliable.

Aggiornamento: ho ricevuto risposta dall’assistenza nella medesima maniera delle altre volte e poi i miei prelievi non sono stati elaborati per venti giorni..nelle settimane precedenti poi mi sono arrivati gli accrediti lo stesso giorno dell’elaborazione che era magari di sabato e domenica..è tutto così inesatto e attendibile.

Update: No cents arrived today either.

Aggiornamento: neanche oggi è arrivato nessun centesimo..

Dear all,

Thank you for the patience.

We would like to inform you that, after checking with the relevant department, the player's withdrawal will be processed soon. Please note that we are currently experiencing a high volume of withdrawals, which has caused a slight delay.

Kind regards,

Malina Casino

I'm waiting until today because the situation is unpleasant... the last time he replied to me last week, he arrived a few minutes later. After 26 minutes, still nothing.

Attendo entro oggi perché la situazione è spiacevole…quando mi ha risposto l’ultima volta la settimana scorsa è arrivato pochi minuti dopo. Dopo 26 minuti ancora nulla..

Dear casino representative,

thank you for your response, please keep us updated on the status of the withdrawals.

Dear Agrc00,

thank you for your continued cooperation. Could you please let me know what is the amount currently outstanding and left for withdrawal? Additionally, what is the amount you have already been able to withdraw?

1500 euros awaiting processing and 1600 euros still to be withdrawn

1500 euro in attesa di elaborazione e 1600 euro da prelevare ancora

My withdrawals haven't been processed yet…

I miei prelievi non sono stati ancora elaborati…

Even today there is no trace of the processing

Anche oggi nessuna traccia dell’elaborazione