Malina Casino - El reintegro del jugador se ha retrasado.

I won a total of €7,000, but I can only request a withdrawal of €500 per day, and only three withdrawals at a time, totaling €1,500. I requested my first withdrawal on February 8th and have since contacted the casino several times via their live "support." These obvious AI bots keep sending the same responses: "There is an unusually high number of active withdrawal requests," "We have forwarded your case to the finance department," "Your case now has increased priority." These replies always come immediately after I write. No human can type that fast.

Habe insgesamt 7000€ gewonnen, kann nur 500€ am Tag zur Auszahlung beantragen und auch nur 3, also 1500€ gleichzeitig zum Auszahlen beantragen. Habe am 08.02 die erste Auszahlung beantragt, habe seitdem das Casino über ihren live "support" mehrmals angeschrieben, und diese offensichtlichen KI-Bots schreiben immer das Gleiche "Es sind grad ungewöhnlich viele Auszahlungsverfahren aktiv" "Wir haben ihren Fall an die Finanzabteilung weiter gegeben" "Ihr Fall hat jetzt erhöhte Priorität" und all diese Antworten kommen immer direkt nachdem ich geschrieben habe. So schnell kann kein Mensch tippen.

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 ElHomerPerverso,

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 ElHomerPerverso,

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 ElHomerPerverso,

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, and unfortunately no, I still haven't received a single cent.

Guten Tag, und leider nein, mir wurde soweit immernoch kein Cent ausgezahlt.

Dear ElHomerPerverso, 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

Good day.

1: I have never successfully withdrawn money from the site before; I am new to the site.

2: My account says that "it looks like my account doesn't need to be verified." (See attachment)

3: I made my winnings with an active bonus and I successfully fulfilled the bonus conditions (before that, it wasn't even possible to request a withdrawal)

4: I played casino (slots).

Guten Tag.

1: Ich hatte auf der Seite noch nie erfolgreich Geld abgehoben, ich bin neu auf der Seite.

2: Bei mir steht, dass "es so aussieht als müsste mein Konto nicht verifiziert werden. (Siehe Anhang)

3: Ich habe meine Gewinne mit einem aktiven Bonus gemacht und ich habe die Bonusbedingungen auch erfolgreich umgesetzt (Vorher konnte man auch gar keine Auszahlung beantragen)

4: Ich habe Casino (Slots) gespielt.

Dear ElHomerPerverso, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hello, I requested the withdrawal on February 10th, and the first €1000 has already been transferred to me. However, when I try to withdraw the remaining money, it says: "Withdrawals blocked. Payments are restricted by the provider." I'm currently contacting support daily and keep getting put off.

Guten Tag, die Abhebung habe ich am 10.02 beantragt, mittlerweile wurden mir die ersten 1000€ auch schon überwiesen, jedoch, wenn ich jetzt mein restliches Geld versuche abzuheben steht dort: "Abhebungen gesperrt. Auszahlungen sind vom Anbieter beschränkt" da schreibe ich aktuell auch täglich den Support an und werde immer nur vertröstet

Dear ElHomerPerverso,

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,Martina, martina.b@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

Dear ElHomerPerverso,

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

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

Dear casino representative, could you please provide more information about this case and state the reason why the player cannot make withdrawal requests anymore?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out. 

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

Dear Malina Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Malina Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Malina Casino likes to take its time, especially when it comes to payouts.

Malina Casino lässt sich gerne Zeit, besonders wenn es um Auszahlungen geht

Dear all,

Thank you for the patience.

We kindly inform you that the relevant department inform us that you need to provide the following Documents for verification :

1:proof of ownership of CC*07454****3599 where we can see first 6 digits of the card and the last 4 + expiry date and holder names. (either original PDF file ownership or screenshot from the app but all of the info mentioned should be visible) + Bank statement of CC*3599 for the period 15.01 - 15.02.26.

Kind regards,

Malina Casino

I can't photograph my credit card because it's virtual and the app doesn't allow me to screenshot the details.

Ich kann meine Kreditkarte aber nicht fotografieren weil Sie virtuell ist und die App es nicht zulässt, dass ich die Details screenshotte

Dear ElHomerPerverso,

In that case, can you please try to take a picture of your screen? (And black out the middle numbers on your card)

And the app doesn't allow more than what I've already sent, for security reasons.

Und mehr als das was ich geschickt habe, lässt die App nicht zu aus Sicherheitsgründen

I have the feeling Malinacasino is scammy and the try to draw out the withdrawing as much as possible to hopefully make gambling addicted people lose patience, keep playing and lose all their money. I have sent my Verification Documents over 3 times now and they always get declined without giving a reason. You better send me my money fast, I bought a lot of stuff on debt because of you, It said that "Withdawels last up to 3 days" not up to 6 weeks. I'll contact my lawyer about this, you're taking me too long

Dear ElHomerPerverso,

If you are unable to provide a photo of your card, could you please consider whether there is any other way you might be able to prove that it belongs to you?

For example, a bank statement, transaction record, or any official document linking the card to your name could be helpful.

Thank you very much in advance for your cooperation.

Dear Malina Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the ElHomerPerverso´s verification process.

Please let us know at your earliest convenience.

They just withdrew my creditcard verification, it was verified and now they've just taken it back. I have taken a picture of the credit card on my handyscreen because it's the only possible way. Klarna WON'T LET ME SCREENSHOT IN THE APP, I don't know how many times I've said that already like who's running this casino? It's so unprofessional and reagarding my transactions, I sent them my whole bankaccount history from 15.01 until 15.02, I highlited the part where I've sent the 20€ to the casino, I also sent them my creditcard history from the 15.01 until the 15.02, it seems like this scammy site is doing everything in their power to withhold my money from me, it's been already like 6 weeks when I won

Dear ElHomerPerverso,

Thank you for contacting us.

We kindly inform you that the relevant department inform us that you need to upload the following Documents:

1)1screenshot of your virtual CC*3599 where all details are visible such as: CC number names, and expire date, last provided document was photo of a screen which is not acceptable.

2)Bank statement of the CC for the period 15.01 - 15.02.26 in original PDF file showing all transactions and deposits.

Kind regards,

Malina Team

Can't you read? I can't take screenshots in the app, it doesn't allow it, it's IMPOSSIBLE. And that's exactly what I sent them, the transactions, exactly as requested, and several times at that.

Können Sie nicht lesen? Ich kann keine Screenshots in der App machen, sie lässt es nicht zu, es IST UNMÖGLICH. Und genau das habe ich ihnen geschickt, die Transaktionen, genau wie gefordert und zwar mehrmals

This is what I send them, just as a pdf file, it's everything they asked for, transactions of my bank account for the asked time, transactions of my credit card for the asked time and the singled out transactions I made to Malina Casino, it's more than enough to prove that it's my card, sending more in the next chat

Dear Malina Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the ElHomerPerverso´s verification process.

Please let us know at your earliest convenience.

Dear ElHomerPerverso,

Thank you for the patience.

We kindly inform you that the relevant department will be reviewing your documents, and we will update you soon.

Kind regards,

Malina Team

I'm really losing my patience here, not only that you always decline my Transaction History, you're taking at least like 2 days until you decline. It's getting ridicolous, how much longer do I have to wait for my money? It's been almost 2 months!

Dear Malina Casino,

Could you kindly provide us with an update on the current situation? Your assistance is greatly appreciated.

Dear ElHomerPerverso,

Thank you for the patience.

We kindly inform you that after checking with the relevant department they inform us that you need to provide Bank statement with holder's name visible on the provided bank statement.

Kind regards,

Malina Team

Guys I don't thin it'll work like that, no one seems to listen when I try to explain, that my transactions to Malina Casino don't show up on their own in my bank statement because I paid Malina Casino bundled with other payments from Klarna since you can pay there flexibly up to 30 days, someone needs to come and look at it 1 to 1 with me with maybe me showing my desktop or something before I tell my lawyer to take action

Dear Malina Casino Team,

Could you please let us know if there are any additional documents the player could provide in order to meet the requirements?

Alternatively, would you be so kind as to clearly guide the player on what exactly is needed and how the requirements can be fulfilled?

Thank you very much in advance for your cooperation.

Dear all,

Thank you for contacting us.

We kindly inform you that the relevant department inform us that you uploaded Documents that where something is modified either the name or there are some drawings on the document, need to provide the following Documents without use any software to edit:

bank statement of CC*3599 for the period 15.01 - 15.02.26 in original PDF file .

Kind regards,

Malina Casino

Hello? Why aren't you answering, what's the matter?

Dear ElHomerPerverso,

Thank you for the patience.

We kindly inform you that the relevant department will be reviewing your documents, and we will update you soon.

Kind regards,

Malina Team

Dear Malina Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

You'd better make sure this bug gets fixed as soon as possible; I'm losing patience, and the thought of contacting my lawyer is becoming more and more tempting.

Ihr sorgt besser dafür, dass dieser Bug schnellstmöglich behoben wird, ich verliere die Geduld und der Gedanke meinen Anwalt einzuschalten erscheint mir immer und immer verlockender

Dear ElHomerPerverso,

Thank you for contacting us.

We kindly inform you that your account is now verified.

Kind regards,

Malina Casino

Dear Malina Casino,

Thank you very much for the update!

Dear ElHomerPerverso,

Could you please attempt to process your withdrawal and let us know how it went? We appreciate your assistance in this matter. Thank you very much.

I have successfully requested two withdrawals; as soon as all the money is in my account, I will close the ticket.

Hab 2 Auszahlungen erfolgreich beantragt, sobald das gesammte Geld auf meinem Konto ist, schließ ich das Ticket

Oh great!

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Seems like it might take quite a while...

Dear ElHomerPerverso,

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.

Just waiting for my last 1600€

Great!

Thank you for letting me know!

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear ElHomerPerverso,

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.

Dear all,

Thank you for the patience.

We would like to inform you that all the withdrawals of the player is successfully completed.

Kind regards,

Malina Casino

Hello, the payouts are now complete. However, the last problem is that I can't spend my "FUT Credits". I've already sent an email to Malina Support about this.

Guten Tag, die Auszahlungen sind nun abgeschlossen. Das letzte Problem jedoch ist, dass ich meine "FUT-Credits" nicht ausgeben kann. Ich habe diesbezüglich schon eine e-mail an Malina Support geschickt

Dear Malina Casino Team,

Could you please assist the player with this issue and provide us with an update regarding the situation?

Thank you very much in advance for your cooperation.

Dear Martina,

Thank you for contacting us.

We would like to inform you that we have sent you an email regarding the case.

Please check it at your earliest convenience.

Kind regards,

Malina Casino

Dear Malina Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Malina Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear all,

Thank you for the patience.

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 Team

Dear Malina Casino,

Please do so!

Thank you in advance

Dear all,

Thank you for the patience.

Thank you for informing us regarding the difficulties you experienced with your recent coin purchase.

We regret any frustration this situation may have caused. To resolve this matter amicably and as a gesture of goodwill, we would like to offer a credit of 10 EUR directly to your account balance.

Please let us know if you accept this proposal so that we may proceed with the adjustment.

We appreciate your patience and cooperation.

Best Regards,

Malina Casino.

Dear Malina Casino,

thank you for the act of good will.

Dear ElHomerPerverso,

would you accept such compensation for FUT Credits?

Dear ElHomerPerverso,

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.