Malina Casino - A retirada do jogador foi atrasada devido ao bloqueio da conta.

Hello,

I deposited €143 on April 1, 2025 for a 350% bonus up to €500.

Real money and bonuses are separate at this casino. I wasn't able to win anything with the real money, so I activated the €500 bonus and, after meeting the wagering requirements, won €3,805, which I now want to withdraw.

I have already requested 3x500€ for withdrawal.

Today I noticed that my account has been blocked for withdrawals.

The payouts have not been processed since 04.04.25, i.e. 19 days.

Documents have already been requested for verification. I uploaded them to my account some time ago. So far, all documents have been accepted.

However, there are problems with the Jeton payment method. I sent the casino a Jeton account statement for the past 6 months.

I received the following message via email from support:

In order to complete the verification process for your account, we kindly request that you provide us with the transaction history of your (PM) account used to top up your Jeton account from 10.03-01.04.2025.

I responded to support via email and explained that I hadn't topped up my Jeton account during this period. All transactions during this period were casino transactions (deposits and withdrawals).

I have uploaded another Jeton account statement for the desired period.

I hope you can help me in this case.

Best regards

Ramona *****

Hallo,

ich habe am 01.04.2025 143€ für einen 350% bis zu 500€ Bonus eingezahlt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Mit dem Echtgeld konnte ich nichts gewinnen, danach habe ich den 500€ Bonus aktiviert und konnte nach Erfüllung der Umsatzanforderungen 3805 € Gewinnen, die ich nun auszahlen möchte.

Ich habe bereits 3x500€ zur Auszahlung beantragt.

Heute habe ich festgestellt, dass mein Konto für Auszahlungen gesperrt wurde.

Die Auszahlungen wurden nun seitdem 04.04.25, also 19 Tage, nicht bearbeitet.

Es wurden schon Dokumente für die Verifizierung angefordert. Diese habe ich bereits vor einiger Zeit in meinen Konto hochgeladen. Es wurden soweit alle Dokumente akzeptiert.

Es gibt aber Probleme mit der Zahlungsmethode Jeton. Ich habe dem Casino ein Jeton-Accountstatement der letzten 6 Monate gesendet.

Folgende Nachricht habe ich per E-Mail vom Support erhalten:

In order to complete the verification process for your account, we kindly request that you provide us with the transaction history of your (PM) account used to top up your Jeton account from 10.03-01.04.2025.

Ich habe dem Support per E-Mail geantwortet und Ihnen erklärt, dass ich in diesem Zeitraum mein Jeton-Konto nicht aufgeladen habe. Alle Transaktion in diesem Zeitraum, sind Transaktionen von Casinos (En- und Auszahlungen)

Ich habe nochmals ein Jeton-Accountstatement für den gewünschten Zeitraum hochgeladen.

Ich hoffe Sie können mir in diesem Fall weiterhelfen.

Viele Grüße

Ramona *****

Dear Sushi90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Malina Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the transactions from said period were your deposits and withdrawals from other online casinos?
• Have you recently funded your Jeton account with your bank account outside of the said period?
• Have you specified which casinos the transactions are related to?
• Is €143 the only deposit you made in the casino?
• Could you please share with me your communication with the casino? Send emails or chat transcripts 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

Hello Tomas,

Do I understand correctly that the transactions from this period were your deposits and withdrawals at other online casinos?

Yes, during this period only transactions from other online casinos (deposits and withdrawals) were made.

Have you recently topped up your Jeton account from your bank account outside of the specified period?

Yes, I last topped up my Jeton account with €100 via bank transfer on April 15, 2025.

Have you specified which casinos the transactions relate to?

No, but I sent the casino a Jeton account statement showing all transactions for the period in question.

Is €143 the only deposit you have made at the casino?

Yes

Could you please share your communication with the casino with me? Send emails or chat transcripts to my email address: , or post screenshots here

I have sent you everything necessary by e-mail

Hallo Tomas,

Verstehe ich richtig, dass es sich bei den Transaktionen aus diesem Zeitraum um Ihre Ein- und Auszahlungen bei anderen Online-Casinos handelte?

Ja, in diesem Zeitraum erfolgten nur Transaktionen von anderen Online-Casinos (Ein- und Auszahlungen).

Haben Sie Ihr Jeton-Konto kürzlich außerhalb des genannten Zeitraums von Ihrem Bankkonto aufgeladen?

Ja, ich habe zuletzt mein Jeton-Konto am 15.04.25 per Banküberweisung mit 100 € aufgeladen.

Haben Sie angegeben, auf welche Casinos sich die Transaktionen beziehen?

Nein, aber ich habe dem Casinos ein Jeton-Accountstatement zugesendet, auf dem alle Transaktionen für den fraglichen Zeitraum ersichtlich sind.

Sind 143 € die einzige Einzahlung, die Sie im Casino getätigt haben?

Ja

Könnten Sie mir bitte Ihre Kommunikation mit dem Casino mitteilen? Senden Sie E-Mails oder Chat-Transkripte an meine E-Mail-Adresse: tomas@casino.guru , oder posten Sie Screenshots hier

Ich habe Ihnen alles notwendige per E-mail zugesendet

Thanks for the detailed explanation and the provided information.

• Please note that a deposit made to your Jeton wallet on April 15th, 2025 is made later than your winnings were accrued.
• Could you please advise when you opened your Jeton account and when your previous top-up was made from your bank account?

Hello Tomas,

Thank you for your message.

Could you please tell us when you opened your Jeton account and when you last topped up your bank account?

I opened my Jeton account in November 2024. I last topped up my Jeton account with €100 via bank transfer from my N26 account on April 15, 2025. I sent these documents to the casino today.

I did not top up my account during the required period (March 10, 2025 - April 1, 2025) because I had sufficient funds. All transactions during this period were from casinos (deposits and withdrawals).

The casino has already received a Jeton account statement for the requested period.

Hallo Tomas,

danke für deine Nachricht.

Können Sie uns bitte mitteilen, wann Sie Ihr Jeton-Konto eröffnet haben und wann die letzte Aufladung von Ihrem Bankkonto erfolgte?

Mein Jeton-Konto habe ich im November 2024 eröffnet . Ich habe zuletzt am 15.04.25 mein Jeton-Konto mit 100€ per Banküberweisung meines Bankkontos bei N26 aufgeladen. Diese Dokumente habe ich dem Casino heute zugesendet.

Ich habe mein Konto in dem geforderten Zeitraum (10.03.2025 - 01.04.2025) nicht aufgeladen, da genügend Guthaben vorhanden war. Alle Transaktionen in diesem Zeitraum waren von Casinos (Ein- und Auszahlungen)

Ein Jeton-Accountstatement für den geforderten Zeitraum hat das Casino bereits erhalten.

Thank you very much, Sushi90, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Sushi90,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter. Do you have any evidence related (withdrawal confirmation emails, screenshots of the withdrawals, etc.) to the withdrawals from the casinos from which you received funds during that timeframe? If so, please upload it here in the complaint thread or send it to me at michal.k@casino.guru

We would like to invite Malina Casino to join the conversation.

Dear Malina Casino,

The player has indicated that the funds in their Jeton account/wallet originate from winnings at other casinos. Given their substantial balance, it is reasonable that they have not added more funds to the Jeton account/wallet. If there are any specific concerns regarding certain transactions, please clarify which ones so that the player can offer an explanation.

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

Thank you for your patience.

We are actively working on this case and will get back to you as soon as possible with an update.

Best regards,

Malina Casino.

Dear Malina Casino team,

I hope to see some positive progress soon. I'm looking forward to your timely response.

Hello Sushi90,

Thank you for your time and patience.

On reviewing your request with our relevant department. We would want to inform that we are still waiting for your requested documents for the verification.

You can upload the documents from your verification tab from the your profile. We can only proceed after the verification of your account is completed.

If you have uploaded the requested documents can you please confirm when did you upload your requested documents. Thank you!

Waiting for your update!

Best regards,

Malina Casino team.

Dear Malina Casino team,

I have sent you some evidence that I obtained from the player. I believe you will find it useful. Should there be any transactions for which you would like further clarification from the player, please specify which ones.

Dear all,

Please be informed that we are currently looking into the matter.

Best regards,

MalinaCasino team

Hello all,

We are happy to confirm that Sushi90's Malina account has been successfully verified and all the pending withdrawals were processed and sent from our side.

We still see there are balance in the account.

Kindly note that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.

As your account has been verified we believe all the future withdrawal request should also be processed at the earliest.

Waiting for your update.

Kind regards,

Malina Casino team.

Thank you for the positive update, Malina Casino team.

Dear Sushi90,

As per the casino team's response, your account has been successfully verified, and all the pending withdrawals have been processed. Please let me know once you receive your winnings.

Dear Sushi90,

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 Michael,

Sorry for the late reply. Unfortunately, I had internet problems. Malina has actually started paying out my winnings. I still have three payouts pending, as I can only request €500 once per day. However, I think Malina will pay these out in the next few days.

I would like to thank everyone involved for their help and cooperation. Thank you very much!

Hallo Michal,

entschuldige die verspätete Antwort. Leider hatte ich Probleme mit dem Internet. Malina hat tatschlich angefangen meinen Gewinn an mich auszuzahlen. Noch sind 3 Auszahlungen offen, da ich jeden Tag nur 1x500 Euro anfordern kann. Ich denke aber, Malina wird auch diese die nächsten Tage auszahlen.

Ich bedanke mich für die Hilfe und die Kooperation aller Beteiligten. Vielen Dank!

Dear Sushi90,

Thank you for the positive update.

Since your account verification has been completed successfully and quite a big portion of your winnings have already been disbursed, I see no reason to question why the remaining funds would not be released to you according to the casino's usual payout timetable.

This being said, can I proceed in closing this case as resolved, or can I help you with anything else?

Dear Sushi90,

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,

Michal

Casino Guru