Malina Casino - A desistência do jogador foi adiada.

Hello, I had €500 paid out to my bank account via bank transfer on October 19th, 20th, and 21st. There was a two-week processing time during which nothing happened; nothing was processed or confirmed. Then, on October 31st, after two weeks, I received a message that it had been approved and paid out. However...

I'm still waiting for my money and as of today, November 10th, I still haven't received a single cent in my account. I've sent about 50 emails and asked for it, and I've also chatted with them 50 times... it's always just the same excuses: "Be patient," or "It's been paid out," and nothing happens. Please help me get my money. I made a fair deposit and now I expect to receive my €1500 fairly. My IBAN is and always has been correct, and my bank has also confirmed that they don't see any payment coming. I've been waiting for over three weeks now and I finally want my money!

Hallo ich habe am 19.10 am 20.10 und am 21.10 jeweils 500€ ausbezahlt auf mein Bankkonto via banktransfer . Erstmal zwei woche Bearbeitungszeit in der gar nichts geschah und auch nichts bearbeitet oder bestätigt wurde dann am 31.10 nach zwei woche die Meldung dass es genehmigt und ausbezahlt wurde , seizdem

warte ich auf mein Geld und habe bis heute 10.11 immer noch keinen Cent auf dem Konto . Ich habe ca 50 E-Mails geschrieben und aufgefordert und auch 50 mal im Chat … immer nur bla bla und haben sie Geduld oder es wurde ausbezahlt und nichts passiert immer die gleichen Ausreden bitte helfen sie mir mein Geld zu bekommen ich habe fair einbezahlt und möchte nun auch fair meine 1500€ bekommen . Meine iban ist und war korrekt und meine Bank hat ebenfalls bestätigt dass sie nichts kommen sieht . Ich warte jetzt seit über 3 Wochen und will endlich mein Geld !

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 your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful payouts from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share any relevant communication between you and the casino regarding the delay? Send the information 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

All requests for documents relating to the alleged transfer/withdrawal have been ignored. No verification is required because I have PlayID KYC, and they therefore have confirmation of my identity, including my ID. I withdrew the money as real money and won through a deposit, not a bonus, yet after 3.5 weeks, my €1500 is still not in my account. I will be sending them a few emails with their excuses shortly.

Best regards

Tanja ****

Auf jegliche Bitten Dokumente der angeblichen Überweisung / Auszahlung zu bekommen wird auch nicht reagiert . Es wird keine Verifizierung verlangt da ich über PlayID Kyc habe und die somit die Bestätigung dass ich ich bin haben und auch meinen Ausweis haben sie . Ich habe das Geld als Echtgeld ausgezahlt und durch Einzahlung gewonnen nicht durch Bonus dennoch nach 3,5 Wochen immer noch meine 1500€ nicht auf dem Konto . Ich schicken ihnen gleich ein paar emails mit den Ausreden.

Mit freundlichen Grüßen 

Tanja ****

Please help me 🙁

Bitte helfen sie mir 🙁

After almost four weeks, the money was finally credited back to my casino account, and they're demanding that I wager it again... money I won 3.5 weeks ago, which was wagered and paid out long ago. Now I've been told again that it needs to be processed before I can manually withdraw it... I've already sent them the chat history by email. I'm at my wit's end.

Nach fast 4 Wochen wurde mir das Geld jetzt im Casino wieder gutgeschrieben und sie verlangen dass ich es umsetze / erneut .. mein vor 3,5 Wochen gewonnenes Geld das schon lange umgesetzt und ausbezahlt war . Jetzt wurde ich wieder vertröstet dass es bearbeitet werden muss um Manuell ausbezahlt zu werden … Chat Verlauf habe ich ihnen bereits per Email zugesendet . Ich verzweifle .

Thanks for the update.

I completely understand your frustration.

I would recommend that you contact casino support and explain to them the situation regarding the unwarranted need to wager funds that were returned to your balance due to an unprocessed payout. If the casino won't be able to help you to your satisfaction, we'll intervene.

From my understanding, you contacted support and supposedly they promissed you they will attempt to issue a payout manually.

Please let me know about the result.

So far, there's been no word on the payout, no result at all, just the same old message that they have to process it manually first. This will take forever before anything happens.

Bisher kam gar nichts zwecks Auszahlung kein Ergebnis nur wieder mal die Ansage dass sie das jetzt erstmal bearbeiten müssen die manuelle Auszahlung das wird nun wieder ne Ewigkeit gehen bis was kommt

Dear Tanjaochs2410

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 Tanjaochs2410,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I am strongly discouraging you to play the funds 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 the matter? Why were the payouts delayed and later refused? Why is the player required to wager the funds again? Is there a particular timeframe, in which Tanjaochs2410 can expect his withdrawal to be processed?

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

Dear Tanjaochs2410

Thank you for reaching out to us.

We would kindly like to apologize for the delay and trouble the delayed withdrawal request may have caused.

Please be informed that your missing withdrawal has been credited back to your account, as you already mentioned.

We would kindly like to apologize for the misleading information given to you via chat.

You do not have to wager the reaccredited withdrawal again in this case, instead we would kindly like to advise you to contact us via email and request a manual withdrawal of your funds.

However, we would kindly like to inform you that your account has currently no active funds to be able to withdrawal and no open withdrawal request.

Please feel free to contact us in case of further questions.

Kind regards,

MalinaCasino

Dear casino representative,

thank you for your response.

Dear Tanjaochs2410,

can you please update us on the matter? Are you able to withdraw any funds? Alternatively, have you now played through them?

Dear Tanjaochs2410,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru