Malina Casino - El jugador enfrenta un retraso en el procesamiento de retiro.

Everything in this casino has been great except for the withdrawal process. I’ve been waiting for my withdrawals to be processed for 7 days now. I keep getting the same answers from the assistants: there’s a delay, the department will process the payout as soon as they can, we apologize for the delay. But then they are unable to give me a date from when the withdrawals will be processed. According to their rules, withdrawals take 3 days to be completed, but it’s been 7 days and nothing. I’m starting to get nervous and I keep sending them messages, but the answers never change.

Dear Gabfer96,

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, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

The website says that withdrawals take 3 days to be processed. Today is the eighth day and nothing. You can't tell me to wait 14 days when it doesn't say that in the rules. Let me remind you that the experience has been great and that the agents are helpful! I only have problems with the withdrawal process.

O site indica que os levantamentos levam 3 dias para serem processados. Hoje é o oitavo dia e nada. Não me podem dizer para esperar 14 dias, quando não diz isso nas regras. Relembro que a experiência tem sido ótima, e que os agentes são prestáveis! Só tenho problemas com o processo de levantamento.

i would like to give you an update and let you know that the casino still claims having issues with the financial department, still avoiding giving me a date or timeframe for the withdrawals to be processed and still claiming that it should be fixed soon. I’ve never felt this frustrated with a casino or withdrawal process. I offered to the KYC verification a bunch of times but they’re refusing to let me do so, saying that it’s not necessary. Also, they stopped replying to my emails.

Update: today is day 11 and the casino keeps stalling. I have now filed a formal complaint with Antillephone, the casino’s licensing authority, as the issue remains unresolved.

Update: day 12 has passed and still nothing. I contacted costumer support 4 times today and still got vague automatic replies.

Dear Gabfer96,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

Malina Casino Team

Thanks to both parties for their replies.

Dear Gabfer96,

Thanks for the continuous updates.

Please let us know whether the casino was able to process any withdrawal since your last update and let us know about any obstacles during the process.

Hi Tomas,

The casino still hasn’t processed my withdrawal. I spoke with them several times during the weekend and once this morning, and they keep telling me to wait and be patient. They keep denying me the possibility to know when they’re going to pay me and they keep saying everything is well on my part.

Update: it’s been 16 days and still nothing. The casino still tells me to be patient.

Thank you very much, Gabfer96, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

Dear Gabfer96,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Gabfer96,

We are pleased to inform you that your pending withdrawal has been successfully completed.

We would also like to kindly confirm you that are not any pending withdrawals or active balance in your account.

Kind Regards,

Malina Casino Team

Dear Gabfer96,

please keep us updated when you receive your funds.

Dear Gabfer96,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru