Malina Casino - La solicitud de retiro del jugador está retrasada.

Hello Casino Guru, I have to file another complaint against Malina Casino. I won €17,600 and have been waiting for my withdrawals since November 11th.

Unfortunately, nothing is happening at all, and I've already contacted the VIP manager who keeps emailing and calling me with cashback offers to keep me playing. I asked him why my withdrawals still haven't been processed after two weeks, and he told me to call him so he could explain how things could be improved. I found this response extremely unprofessional. I told him I didn't want to continue playing and just wanted to receive my withdrawals. Then he simply said he couldn't help me.

I now need your help, Casino Guru. No documents were requested from me, and I was playing with the Crypto Welcome Bonus. The casino states a 72-hour processing time for withdrawals, but this has been significantly exceeded at two weeks. Furthermore, at this speed, it's impossible to reach the €7,000 monthly withdrawal limit. I have screenshots of the email correspondence and will gladly upload them.

Hallo Casino Guru, ich muss erneut eine Beschwerde einreichen gegen Malina Casino. Ich habe 17600€ gewonnen und warte seit 11.11. auf meine Auszahlungen.

Leider passiert überhaupt nichts und ich habe auch schon Kontakt aufgenommen mit dem VIP Manager der mir die ganze Zeit E-Mails schickt und mich anruft mit Cashback angeboten damit ich weiter spiele. Ich habe ihn gefragt warum meine Auszahlungen nach 2 Wochen immer noch nicht bearbeitet werden und er sagte ich solle ihn anrufen er kann mir erklären wie es besser laufen kann??? Ich fand diese Antwort äußerst unseriös. Ich sagte ihm dass ich nicht weiterspielen will und nur meine Auazahlungen erhalten möchte. Dann sagte er nur, er kann mir nicht weiterhelfen.

Jetzt benötige ich bitte Ihre Hilfe Casino Guru. Es wurden keine Dokumente von mir angefordert und ich habe mit dem Crypto Welcome Bonus gespielt. Das Casino gibt eine 72 Stunden Bearbeitungszeit für Auszahlungen an und diese wurde mit 2 Wochen stark überschritten. Außerdem ist es in dieser Geschwindigkeit nicht möglich das monatliche 7000€ Auszahlungslimit zu erreichen. Ich habe Screenshots vom Email Verlauf und lade diese gerne hoch.

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 BoehserOnkel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you also provide the email correspondence mentioned above? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

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

Petra

Hello Petra,

I have never received any payouts before. During the entire two weeks, Malina Casino did not request any documents, and my account indicates that no verification is necessary.

I made my profits by playing with the 200% Crypto Welcome Bonus and then fully wagering it.

Here is the email history

Hallo Petra,

Ich habe noch nie vorher Auszahlungen erhalten. In den gesamten 2 Wochen hat Malina Casino keine Dokumente angefordert und mein Account zeigt an dass keine Verifizierung notwendig ist.

Ich habe meine Gewinne erzielt als ich mit dem 200% Crypto WelcomeBonus gespielt habe und diesen danach vollständig umgesetzt.

Hier ist der Email Verlauf

Dear BoehserOnkel

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,

Petra

Dear BoehserOnkel,

My name is Martina 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 representative, 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 all ,

Thank you for your patience ,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Thank you for your understanding.

Kind Regards,

Malina Casino.

Dear BoehserOnkel,

Thank you for the patience.

After reviewing your case with the relevant department, they informed us that you need to upload crypto ownership documentation showing the holder’s name, as well as proof of deposit, in order for us to proceed with your payment.

Kind regards,

Malina Casino

Hello Malina Casino.

I have already uploaded a screenshot of my crypto wallet. There is no name listed as the owner because crypto wallets are anonymous.

Hallo Malina Casino.

Ich habe bereits einen Screenshot meines Crypto Wallets hochgeladen. Es existiert kein Name als Inhaber da Crypto Wallets anonym sind.

Dear BoehserOnkel,

can you please let me know what crypto wallet are you using?

Trust Wallet

Dear Malina Casino,

Trust Wallet doesn’t collect or store any personal profile information, so it´s quite impossible for the player to have those details you’re looking for. Is there anything else he can provide to finish his verification?

Please let us now here. Thank you so much in advance

Dear BoehserOnkel,

Thank you for contacting us.

Our relevant department has informed us that, in order to proceed with your request, we kindly need you to provide your transaction history for the month of November from your Trust Wallet.

Please follow the steps below to locate and share this information:

How to view your transaction history in the Trust Wallet app:

Open the Trust Wallet app on your device.

From the home screen, tap the "History" button (clock icon).

A list of your recent transactions will appear. You may need to tap "Load More" to view older transactions.

Tap on any specific transaction to view its details, including the amount, date, and recipient address.

For more detailed information, scroll down and tap "View on Block Explorer," which will show additional data on the blockchain.

Please provide at least the full transaction list for November, either by sending screenshots or sharing the transaction links from the block explorer.

Kind regards,

Malina Casino

Hello Malina Casino.

I have uploaded the entire November history to the account. Since your system only allows 5 files per category, I have uploaded it under Proof of E Wallet ownership and Proof of Deposit.

I would be pleased if you could begin my payments now.

Hallo Malina Casino.

Ich habe die gesamte November Historie im Account hochgeladen. Da Ihr System nur 5 Dateien zulässt pro Kategorie, habe ich es unter Proof of E Wallet ownership und Proof of Deposit hochgeladen.

Ich würde mich freuen wenn Sie jetzt mit meinen Auszahlungen beginnen.

Dear BoehserOnkel,

thank you very much for letting us know.

Dear Malina Casino team,

can you please check it out and update us on the status at your earliest convenience? Thank you very much

I have now seen that proof of my crypto wallet has been requested again, showing my name and crypto address.

I have already explained several times that Trust Wallet does not require any personal data and therefore this document does not exist.

I have uploaded another screenshot from my wallet app showing the address from which I deposited and also requested the withdrawal.

Ich habe jetzt gesehen dass wieder ein Nachweis meines Crypto Wallets angefordert wurde der meinen Namen und die Crypto Adresse zeigen soll.

Ich habe doch schon mehrfach erklärt dass Trust Wallet keine persönlichen Daten erfordert und daher dieses Dokument nicht existiert.

Ich habe nochmals ein Screenshot aus meiner Wallet App hochgeladen welcher meine Adresse zeigt von welcher ich eingezahlt und auch die Auszahlung beantragt habe.

Dear BoehserOnkel,

Thank you for providing us the document.

Our team is reviewing it and we’ll return to you shortly with a clear update and guidance on how to proceed so that you can complete your account verification and proceed with the payment.

Thank you for your cooperation.

Kind Regards,

Malina Casino Team

Hello, the only thing I can see in my account is that my document has been rejected again and proof showing my crypto address and name has been requested once more.

I've explained many times that this doesn't exist with Trust Wallet. Meanwhile, I keep receiving emails (even today!) offering cashback if I continue using my balance.

Malina Casino has received all my documents and I request that they complete the verification process and process my withdrawals. I have already been waiting a month for my withdrawals and they are only getting delayed further.

Hallo, das einzige was ich im Account sehen kann ist dass mein Dokument schon wieder abgelehnt wurde und erneut der Nachweis gefordert wurde der meine Crypto Adresse und Namen zeigen soll.

Ich habe schon oft erklärt dass dies nicht existiert bei Trust Wallet. In der Zwischenzeit erhalte ich sie ganze Zeit E-Mails (auch heute!) Mit Cashback angeboten wenn ich mein Guthaben weiter verwende.

Malina Casino hat alle Dokumente von mir erhalten und ich bitte darum die Verifizierung abzuschließen und meine Auazahlungen zu bearbeiten. Ich warte schon einen Monat auf meine Auszahlungen und es wird nur immer weiter verzögert.

Dear Player,

Thank you for the patience.

The relevant department has informed us that the TRX document you submitted appears to have been modified, and therefore we are unable to proceed with the verification.

To continue with the process, please upload the original, unmodified TRX document. Once we receive the correct version, we will be able to verify it without any issue.

Kind regards,

Malina Casino Team.

I haven't uploaded a TRX document. I'm afraid I don't know what you mean by that.

I've uploaded several documents from the block explorer because Trust Wallet isn't displaying all the details in the app. All transactions were visible without any changes on my part. Please double-check this or tell me exactly what's needed.

I find it very disappointing that it now takes several days again for me to receive a reply, even though I followed all the instructions exactly.

Ich habe kein TRX Dokument hochgeladen. Ich weiß leider nicht was Sie damit meinen.

Ich habe mehrere Dokumente aus dem Blockexplorer hochgeladen da Trust Wallet nicht alle Details in der App anzeigt. Es waren alle Transaktionen sichtbar ohne Veränderung meinerseits. Bitte prüfen Sie es nochmals oder teilen Sie mir genau mit was benötigt wird.

Ich finde es sehr schade dass es jetzt wieder mehrere Tage dauert bis ich eine Antwort erhalte obwohl ich alle Anweisungen genau erfüllt hatte.

Unfortunately, I'm still waiting...

Leider warte ich immer noch...

Dear Malina Casino Team,

can you please give us an update, if you had a chance to double check the documents? And I would like to kindly ask you , if you can send me the document you found forged to my email address (martina.b@casino.guru) ?

Thank you so much in advance

Dear all,

Thank you for patience.

After checking with the relevant department, we were informed that you need to upload a proof of deposit, as the last document does not show the deposit.

Kind regards,

Malina Casino

I have uploaded the proof of deposit.

Ich habe den Einzahlungsnachweis hochgeladen

Dear Malina Casino Team,

do you have some update for us please?

I'm still receiving emails encouraging me to use my credit. I would be grateful if I could finally receive my money.

Ich bekomme immer noch die ganze E-Mails zur Ermutigung mein Guthaben einzusetzen. Ich wäre dankbar wenn ich endlich mein Geld erhalten kann.

Dear player,

Thank you for patience.

After checking with the relevant department, we were informed that your account is now verified !

Kind regards,

Malina Casino team.

Thank you. When can I expect my withdrawals to be processed?

Danke. Wann kann ich mit der Bearbeitung meiner Auszahlungen rechnen?

Dear player,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your pending withdrawas.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

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 All,

We would like to provide an update regarding the status of withdrawals. Please be assured that payments are being processed continuously and according to our standard procedures.

At the moment, there is only one pending request, which was submitted on January 1st. As weekends and public holidays are not included in the standard processing timeframe, we expect this transaction to be finalized by tomorrow.

Thank you for your patience and understanding.

Best regards,

Malina Casino Team

Thank you, Malina Casino, for the update.

Dear BoehserOnkel,

I encourage you to remain patient and to keep me informed regarding the progress of your withdrawal.

Thank you in advance

Dear all,

We would like to inform you that the withdrawals are successfully completed .

Thank you for your patience and understanding.

Best regards,

Malina Casino Team

Dear BoehserOnkel,

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.

Thank you Malina Casino for the update! I highly appreciate it!

Dear BoehserOnkel

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.

Hello, I still owe €8600. It's not yet finalized.

Hallo ich habe noch 8600€ zu erhalten. Es ist noch nicht abgeschlossen

Dear BoehserOnkel,

I see.. so that was just first few withdrawals.

That´s good! It´s going well! Please keep me informed about receiving other withdrawals.

Thank you

€5600 remaining

Noch 5600€

Dear all,

We would like to inform you that the withdrawals are successfully completed, and there is no pending withdrawal.

Thank you for your patience and understanding.

Best regards,

Malina Casino Team

Thank you very much Malina Casino for letting us know!

Dear BoehserOnkel,

can you please give us an update? Have you received your withdrawals?

Dear BoehserOnkel,

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.

Hello, there is still €5100 outstanding. I have to wait until the new month to request further payments.

Hallo es sind noch 5100€ ausstehend. Ich muss auf den neuen Monat warten um wieder Auszahlungen zu beantragen

Dear BoehserOnkel,

As we begin a new month, I would greatly appreciate it if you could keep me informed regarding your withdrawals.

Thank you very much for your cooperation.

Dear BoehserOnkel,

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.

Hello, there is only one last payment outstanding.

Hallo es ist nur noch eine letzte Auszahlung ausstehend.

Great!

Please let me know, once it´s complete. thank you

Dear all,

Thank you for contacting us.

We kindly inform you that the withdrawals is successfully completed.

Best regards,

Malina Casino Team

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

Dear BoehserOnkel,

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,

Martina