Malina Casino - El retiro del jugador se retrasa y la verificación de la cuenta está bloqueada.

Hello, I honestly didn't want to come this far to post a complain about malina casino. But this is hilarious. I did my withdrawal (500 at a time due to casino limitations) on 3rd of November! Yes November. After the first 3 days of waiting (they are saying at their rules 2-3 days withdrawal time) I contacted support. Support was kind and helpful saying the typical "we have a high demand for withdrawals. That my money is safe and that I don't have to worry". As the days pass by i was getting still same answers always on the live support. I also tried emails that they never answered. So after 2 months of waiting they decided to block my withdrawals and ask for account verification. Id, pictures of me, card etc. Even transactions with the casino for last 2 months. So i sent them everything and at the very last I felt I relief that I'll finally get my money. After waiting for 10 more days yes 10 days to verify my account. (First time I face that on a casino in my life). They decide to cancel my files without any answer on email only via the verification platform on their website. And asking me for another pdf file of transactions up to 6 months!!! So after 3 months of total waiting I've decided to come here to ask your help. Because I feel like I'm being scammed. ( Btw feels ironic to instalty take your money and then asking all these paper just to withdraw 2000 euro)

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Malina Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you still have access to your player's account?
• Have you managed to withdraw winnings from this casino in the past? When was the last time you were successful?
• Did you achieve your current balance with the help of a bonus?
• Did the casino approve any documents you submitted, to your knowledge?
• Could you please explain how long you were a player in the casino? Are the deposits you made to the casino visible on the bank statements you provided to the casino so far?
• Could you please share with me your communication with the casino regarding the verification documents and the reasons why they were rejected? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

- Yes I still have access to my account.

- no is the first time I am winning after 6 deposits.

-yes I did have a bonus can't remember exactly what it was. Is like the promotion ones they send over time. 100% of deposit with x wager 35% or so. So I wagered all the amount and the winnings were transfered to my real balance.

- yes they accepted some photos: my personal id , selfie with me with casino on background, the online kyc tool.

- I am playing to this casino since it was promoted in Greece via famous YouTube channel. I think for around a year ofc all the transactions are visible.

-the live chat is giving answers like that

It's just boring to upload all the convos. "We don't have any info." You have to send email at malina support " we will forward your request at the relevant department" same kind typical answers. On the email they did answer me once at first when they asked me for the account verification after 2 months of waiting( online live chat was saying don't be nervous your money is safe be patient)

First email about what documents they need, after waiting 10-14 days more they send another email asking me to upload everything on their website🙂 and since then I just check if the documents are verified on their website no email answers nothing.

As you can see I did deposit fine since September

Here is withdrawal attempt 2 of November!!!

Tell me how I should feel. I did verify my accounts on top casinos like "stake.com" and many more

No I didnt withdraw before. I just did deposit for like 6 times without any issues in 10 second you are ready. Only when they have to pay this happens 🙂

Hello Sone78,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Tomas holidays for ever?

Hello Sone78,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Sone78,

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,

Tomas

Hello Sone78,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. First and foremost, I would like to ask you not to play your balance any further. 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? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Sone78 can expect his withdrawal to be processed? Alternatively, could you please clarify the current issue with the verification status?

Thank you in advance for providing us with your view of the issue.

Quick update after asking me for everything over the past 2 months. Now i get this 🙂

they got nothing else to ask for

Dunno how u rate this casino 4.9 stars

Hello everyone!

Dear Sone78,

We kindly inform you that the Verification Team is checking your documents and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

MalinaCasino Team

Dear casino representative,

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

This is crazy i have been waiting for verification for over 2months? I have never seen this before.

Dear Sone78,

We would like to inform you that the Verification team will need some more time in order to check the documents.

We are deeply sorry for the delay and inconvenience caused.

Thank you for your patience and understanding.

Best regards,

Malina Casino Team

I guess 3months not enough to verify my account. This is just hilarious

Dear Sone78,

We kindly inform you that your account has been verified successfully. You may start conducting your withdrawal requests.

Best regards,

MalinaCasino Team

Dear casino representative,

thank you for your continued cooperation.

Dear Sone78,

please let us know whether you are able to initiate withdrawals and keep us updated on the status of your funds.

I'll update it when I see money in my bank account. I've managed to make a withdrawal request, but I've been waiting since November.

Dear Sone78,

thank you for your continued cooperation. Could you please give us an update on the status of your funds?

I am waiting. Since November I can't withdraw anything. Did 1 st request( after verification) 19 of February

Dear Sone78,

thank you for your continued updates.

Dear Malina Casino representative,

can you please give us some news on the proceedings?

Dear all,

We would like to inform you that almost all withdrawals have been completed. We have one more pending withdrawal that will be completed as soon as possible.

We really thank you for your patience and understanding.

Best regards,

MalinaCasino Team

Dear Malina Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until Sone78 confirms his withdrawals have been paid out.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sone78,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin