Malina Casino - A retirada do jogador está atrasada.

Good evening, since 15/1 my withdrawal of 160 euros has been pending.

I have made a withdrawal from this company before.

No free spins or bonuses have been used.

Customer service and via email tell me to be patient.

I have the necessary screenshots.

Καλησπερα από τις 15/1 εκκρεμεί ανάληψη 160 εύρος

Έχω ξανακάνει ανάληψη από τη συγκεκριμένη εταιρεία

Δεν έχουν χρησιμοποιηθεί δωρεάν περιστροφές η κάποιο μπόνους

Στην εξυπηρέτηση και μέσω Μάιλ μου λένε κάντε υπομονή

Έχω τα απαραίτητα screenshots

Dear anastasiszannias,

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 understand the whole situation completely.

• When did you make the last successful withdrawal and how many days did it take to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
• Could you please confirm that you have passed the KYC verification?

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

Best regards,

Kristina

Good evening, the last successful withdrawal was on 8/1 using the same method as the one I have used now (MasterCard card), no identification is required, I also have the screenshot of the service that tells me that the time it took for the last withdrawal was 9 business days.

Καλησπέρα τελευταία επιτυχημένη ανάληψη ήταν στις 8/1 χρησιμοποιώντας την ίδια μέθοδο με αυτή που έχω χρησιμοποιήσει και τώρα (κάρτα mastercard) ταυτοποίηση δεν χρειάζεται έχω και το screenshot τις εξυπηρέτησης που μου το αναφέρει ο χρόνος που πήρε για την τελευταία ανάληψη ήταν 9 εργάσιμες .

I should add that the request was completed on 8/1; it had been made since 28/12.

Να προσθέσω ότι 8/1 ολοκληρώθηκε το αίτημα είχε γίνει από 28/12

Thank you for your reply, anastasiszannias. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you for your time.

I'm also sending you the conversation you asked for by email.

Ευχαριστώ για το χρόνο σας

Σας αποστελω και την συνομιλία που μου ζητήσατε στο ειμαλ

Thank you very much, anastasiszannias, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello anastasiszannias, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of this case as well.

Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Thank you very much

I should add that as of 6/2 the withdrawal has not yet been completed.

Ευχαριστώ πολύ

Να συμπληρώσω ότι ακόμα 6/2 δεν έχει ολοκληρωθεί η αναληψη

Dear  anastasiszannias,

We hope you find this message in good health!

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Thank you so much for your patience, understanding and co-operation . We really appreciate it.

Our team wishes you all the best for your future activities!

Best regards,

MalinaCasino team.

I confirm that the withdrawal has been completed.

Thank you very much to casino guru for her time.

Επιβεβαιώνω ότι ολοκληρώθηκε η ανάληψη

Ευχαριστώ πολύ την casino guru για τον χρόνο τις

Dear anastasiszannias,

We're glad to hear that your issue has been resolved, and I would like to thank the Malina Casino team for swift resolution of this issue. 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, 

Matej

Casino.Guru