Malina Casino - El retiro del jugador se ha retrasado y su cuenta está bajo revisión.

Hello dear Casino Guru Team!

Unfortunately, I'm having a problem with the casino mentioned above; they've been refusing my withdrawal for several weeks now. I can no longer log into my account either, as it says it's being reviewed. When I contacted customer support, they only told me to try a different browser or clear my cookies and cache, which of course didn't work. I think they're deliberately trying to withhold my withdrawal, and therefore I'd like to file a complaint.

I ask for your support.

Best regards,

David S.

Hallo liebes Casino Guru Team!

Leider habe ich mit oben angeführten Casino das Problem, dass sie mir seit mehreren Wochen schon meine Auszahlung verweigern. Leider kann ich mich nun auch nicht mehr in mein Konto einloggen, da steht, dass mein Konto überprüft wird. Auf Anfrage an den Kunden Support erhalte ich nur die Rückmeldung, dass ich einen anderen Browser versuchen soll oder Cookies bzw. Cache entleeren soll, was aber natürlich nicht funktioniert hat. Ich denke, dass hier absichtlich versucht wird meine Auszahlung zu verweigern und daher möchte ich eine Beschwerde einreichen.

Ich bitte um eure Unterstützung.

Liebe Grüße,

David S.

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,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Did you accumulate your winnings with or without a bonus?

What types of games did you play to achieve the winnings you've been trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good day,

No, I haven't made a withdrawal yet.

Yes, the KYC verification has been completed.

No, I did not claim a bonus.

I spent most of my time playing sports betting.

Best regards,

David

Guten Tag,

nein ich habe noch keine Auszahlung vorgenommen.

Ja die KYC Überprüfung ist erledigt.

Nein ich habe keinen Bonus in Anspruch genommen.

Ich habe die meiste Zeit Sportwetten gespielt.

Liebe Grüße,

David

Thank you for your patience throughout the complaint process.

Please understand that if your account has been suspended and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika