Malina Casino - As retiradas dos jogadores estão atrasadas.

Good morning ,

I'm opening a complaint about Malina casino.

I have been waiting for 14 days for my withdrawals to be processed, I have 3 withdrawals pending of 500€ each.

And another 4600€, which I can't withdraw until they process these. They say I don't need to verify my account and just wait. The point is that they say the same thing every day, and they don't process the withdrawals.

The chat doesn't justify anything, they just say I have to be patient and understanding, half the emails they don't answer and when they do it's after days, with the same chat, patience and understanding. They don't fulfill their terms and conditions, and frankly I'm sorry I didn't see the criticism of them earlier, otherwise I would never have played with them. But, I have money to withdraw and I'm not going to give it up, since I've also deposited a good amount of money there.

I'm tired of them saying the same thing every day, so I decided to open a complaint here.

Thank you in advance.

Bom dia , 

Venho abrir uma reclamação sobre o casino Malina . 

Estou á 14 dias, à espera que me processem os meus levantamentos , tenho 3 levantamentos pendentes de 500€ cada . 

E mais 4600€, que não consigo levantar até que processem estes . Dizem que não preciso de verificação na conta , e é só aguardar . A questão é que dizem o mesmo todos os dias , e nada de processarem os levantamentos .

O chat , não justifica nada , apenas dizem que tenho que ter paciência , e compreensão, por email metade dos emails não respondem e quando respondem é passado dias , com a mesma conversa do chat, paciência e compreensão . Eles não cumprem os termos e condições deles , e sinceramente tenho pena de não ter visto as críticas sobre eles mais cedo , se não nunca teria jogado com eles . Mas , tenho valor para levantar e não vou desistir dele , uma vez que também depositei lá um bom dinheiro. 

Já estou cansada de todos os dias , eles dizerem o mesmo, por isso resolvi abrir uma reclamação aqui .

Obrigada , desde já .

Dear CristianaMac,

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. 

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino and screenshots of your withdrawal requests? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the quick reply.

I've made a withdrawal before, for 500€, and I didn't have any problems. As far as I can tell, they meet the deadlines for small amounts, but when it comes to larger amounts, they take a long time and can't justify anything, they just say they're late, and it's been 14 days.

I didn't use bonuses, my winnings were with money deposited by me, the amount is all as real balance.

I will send you the screenshots and the casino's reply in 14 days by email.

Obrigada pela resposta rápida .

Ja efectuei um levantamento antes, no valor de 500€, e não tive problemas . Pelo que percebo, eles valores pequenos cumprem os prazos , agora quando são valores de ganhos mais altos demoram e não conseguem justificar nada , apenas dizem que estão com atrasos, e já passou 14 dias .

Não usei bónus , os meus ganhos foram com dinheiro depositado por mim, o valor está todo como saldo real .

Enviarei em seguida por email , os prints e a resposta do casino em 14 dias por email.

I contacted them again 15 days ago today and I still get the same response from them.

I'm told to be patient and understand that it will be processed as soon as possible. The problem is that they've been saying the same thing for 15 days.

Entrei de novo em contacto com eles hoje que faz 15 dias , e continuo a obter a mesma resposta por parte deles .

para ter paciência e compreensão , que será processado o quanto antes . O problema é que dizem o mesmo desde a 15dias

Good morning, I'm starting to receive my winnings. I've been receiving withdrawals for the last 4 days.

Since I still have money to withdraw, I'm going to leave the claim open and update it, and as soon as I've received everything, I'll let you know and we'll close the claim.

In fact, they're very late, which is frustrating, but it's starting to go better and they've kept to the 3 days, in fact they're even processing in less than 24 hours.

Bom dia , já estou a começar a receber os meus ganhos . Tenho recebido , nos últimos 4 dias , sempre levantamentos.

Uma vez que ainda tenho valor para levantar, vou deixar a reclamação aberta e vou atualizando , assim que estiver tudo informo e fechamos a reclamação .

De facto, eles atrasam-se muito , o que é frustrante , mas já começa a correr melhor e têm cumprido os 3 dias , aliás até estão a processar com menos de 24 horas .

Dear CristianaMac,

Thank you very much for the update. We will keep this complaint open until you confirm you keep getting payouts. Please keep me informed about any further developments.

Good morning, everything is fine so far. I have received some money, but as I still have a considerable amount to receive, as soon as everything is ok, I'll confirm it here.

Thank you

Bom dia , até agora está tudo bem . Tenho recebido valores , mas como ainda tenho uma quantia considerável para receber, assim que estiver tudo ok , confirmo aqui.

Obriagada

Dear CristianaMac,

If your withdrawals are being paid out we'll close the complaint as resolved.

May we consider the issue resolved?

Please let me know

Good morning , you can close the complaint , I have already closed my account with them . I received the money, but I don't recommend them to anyone. I ended up closing the account.

thank you

Bom dia , pode fechar a reclamação , já encerrei a minha conta com eles . Recebi os valores , mas não recomendo eles a ninguém . Acabei por encerrar a conta .

obrigada

Dear CristianaMac,

We're glad to hear that you received your winnings. 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,

Tomas

Casino.Guru