Malina Casino - El retiro del jugador se retrasa y el acceso a la cuenta está restringido.

The withdrawal does not progress; it gets stuck on verification. When you talk to customer support and ask about it, they tell you to wait. Then, the chat closes, and it doesn't let you log back in.

El reitero no avanza se queda en verificación y cuando hablas con el chat y le preguntas te dicen que esperes , se cierra y no te deja volver a entrar

Dear fragaebg8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you cannot request a withdrawal because your account hasn't been verified?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise if you provided any documents to verify your identity? If you did, which documents have you provided, and when exactly?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, no, it doesn't give me the option to verify the account and I talk to the chat and when they tell me that they are going to review it, it closes and doesn't let me access it again.

Hola no no me da la opción de verificar la cuenta y hablo con el chat y cuando me dicen que van a revisarlo se me cierra y no me deja volver a acceder

I just got paid right now

Acabo de cobrar ahora mismo

The same thing happened to me with other casinos for a long time. What should I do? File a complaint with each casino?

Me pasó lo mismo con más casinos desde hace tiempo que debo hacer? Poner una reclamación en cada casinos?

Dear fragaebg8,

Yes, you can submit new complaints same way you submitted this one.

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru