Malina Casino - A retirada do jogador está atrasada.

Good morning. I made deposits totaling 100 euros and won 300 euros. I requested a withdrawal of that amount on the 28th, and over the days, I asked how long the withdrawal would take. They always responded in the chat that it would take 3 business days. Well, those three days have passed, and now they are saying there are delays in payments due to numerous requests.

I have screenshots of the conversations, and the team refuses to provide any other form of communication.

What should I do?

Bom dia. Fiz depósitos na ordem dos 100 euros e tive um ganho de 300 euros, efetuei o levantamento desse valor no dia 28 e ao longo dos dias questionei quanto tempo iria demorar a efetuar o saque, sempre responderam no chat que levaria 3 dias úteis,ora os três dias passaram e neste momento eles dizem que há atrasos nos pagamentos devido aos inúmeros pedidos.

Tenho os prints das conversas e a equipa recusa se a dar uma outra forma de comunicação.

O que faço?

Dear carla371990,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Hi Kristina, thank you for your quick reply. However, I don't think you're acting correctly in the information you put on the site.

As far as KYC is concerned, there are no requests for verification. I asked you about it in the chat just today.

Thank you again for your availability

Olá Kristina, agradeço a celeridade na resposta. Contudo acho que não estão a agir corretamente nas informações que colocam no site.

Em relação ao KYC não há quaisquer pedidos de verificação. Ainda hje questionei isso mesmo pelo chat.

Mais uma vez agradeço a sua disponibilidade

Thank you for your reply, carla371990. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Good morning Kristina. 7 days have passed, 5 working days and the amount has still not been paid. I would like to stress that the account does not need to be verified and that through the chat the excuses are the same as those given to many other people in the same situation.

I was even assured in a conversation that the amount would be processed today and so far nothing.

Can you help?

Bom dia Kristina. 7 dias se passaram, 5 dias úteis e o valor ainda não foi pago. Reforço que a conta não tem necessidade de ser verificada e que através do chat as desculpas são as mesmas que são dadas a outras tantas pessoas na mesma situação.

Tenho inclusive numa conversa a garantia q hje seria processado o valor e até agora nada.

Podem ajudar?

I would also stress that I have already sent two emails asking for clarification and there has been no reply.

Reforço também que já enviei dois emails a pedir esclarecimento e não há resposta.

Hi Kristina, is there anything you can do? Since the chat just keeps going on and on with excuses that I don't think make any sense?

Olá Kristina há algo que possam fazer? Visto que o chat só enrola com desculpas a meu ver sem nexo?

Good evening. The amount was paid today. You can close it as resolved. Thank you

Boa noite. O valor foi pago no dia de hoje. Pode fechar como resolvido. Obrigada

Dear carla371990,

We're glad to hear that your issue has been resolved. 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, 

Kristina

Casino.Guru