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

Hello, I've been having a problem with Malina Casino for a while now. I requested a withdrawal on November 8th, which still hasn't been processed. It was processed, but the funds didn't appear in my account and were returned to my player account. I then had to wager the amount again and requested another withdrawal. After that, I received an email saying I needed to verify my account, which I did, but there's still no progress. According to the chat, verification takes three days, and I uploaded everything on December 1st, but nothing has happened. Please help me. The chat is only responding with automated replies that don't even address my question, and my email only says they'll contact me when it's complete. So please help me. Thank you.

Hallo ich habe seit längerem ein Problem mit Malina Casino, ich habe am 8.11 eine Auszahlung beantragt die bis heute nicht abgeschlossen ist , bzw. Abgeschlossen war aber nicht auf mein Konto ankam und wieder auf das Spielerkonto zurück ging. Dann musste ich den Betrag erneut umsetzen und beantragte erneut die Auszahlung. Dann kam die E-Mail das ich mich verifizieren muss was ich tat und auch hier ist Stillstand. Laut Chat sind 3 Tage nötig für die Verifizierung und am 1.12 habe ich alles hochgeladen und nichts passiert. Bitte helfen sie mir, der Chat Antwortet mit bot Antworten was teilweise gar nicht zu meiner Frage passt und per E-Mail bekam ich auch nur die Antwort das man sich meldet wenn es abgeschlossen ist. Also helfen sie mir bitte. Dankeschön

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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.

• Which document did you send to the casino as your source of funds? When exactly did you upload it to your casino profile?
• What types of games did you play to accumulate your winnings?
• Did you play with or without a bonus?
• Have you selected the same payment method for your withdrawal as you used for depositing?

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

What document did you provide to the casino as proof of your sources of funds?

Since I am self-employed, I sent a BWA, which is a business analysis sent monthly by my tax office. Next, the casino wanted to know which payments were from Naudapay; these were winnings payouts from other casinos, and I sent screenshots of those payouts.

When exactly did you upload it to your casino profile?

On December 1st

Which games did you play to earn your winnings?

Slot machines

Did you play with or without a bonus?

The winnings were made with real money.

Did you choose the same payment method for your withdrawal as you did for your deposit?

Yes, I did that, bank transfer.

Welches Dokument haben Sie dem Casino als Nachweis Ihrer Geldquellen übermittelt?

Da ich selbständig bin habe ich eine BWA gesendet, das ist eine betriebswirtschaftliche Auswertung die monatlich von meinem Steuerbüro gesendet wird und als nächstes wollte das Casino wissen welche Zahlungen von naudapay waren, das sind Gewinnauszahlung anderer Casinos wo ich Screenshots geschickt habe über die Auszahlungen

Wann genau haben Sie es in Ihr Casino-Profil hochgeladen?

Am 1.12

Welche Spiele haben Sie gespielt, um Ihre Gewinne zu erzielen?

Automaten Spiele

Hast du mit oder ohne Bonus gespielt?

Die Gewinne wurden mit Echtgeld erzielt

Haben Sie für Ihre Auszahlung dieselbe Zahlungsmethode gewählt wie für Ihre Einzahlung?

Ja das habe ich, Banküberweisung

One more thing I would like to say: the data relating to my company (BWA) is confidential and should be treated confidentially. I hope that the casino respects this.

Was ich noch sagen möchte, die Daten zu meiner Firma ( BWA) sind vertraulich Daten und sind bitte vertraulich zu behandeln ich hoffe das daß Casino das beachtet.

Thank you for your response. To proceed with your case, please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. I appreciate your cooperation and patience.

Hello Muhi,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

Dear Muhi,

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,

Veronika