Malina Casino - As retiradas dos jogadores estão atrasadas.

Hi there! I have a 5000 Eur balance and im unable to cash it out. So i have 3 pending withdrawals, each 500 Eur, that is the maximum at the same time. After i won 4k Eur, my vip level immidiately from level 5 went down to level 1, so im feeling the casino really does not want to pay me. So i have a withdrawal from 5th 6th and 8th of August. Not sure how, but maybe can you help me? i wont play there until they cash me out. Helpdesk is useless, they always tell me sorry for delay and thanks dor your understanding, but of courae i know they keep me on waiting to loose my balance.

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 that I can fully understand the situation.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello, yes i had successful withdrawals before, there was no problem at all. Depending on my vip level it took 1 day to 3-4 days.

I passed KYC reuirements, im not a new player to the casino.

I never play with bonus, so there is no bonus money accumulated in my winnings.

Thanks for helping me.

Peter

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your cooperation.

Dear ptujpettau,

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,
Veronika
Casino.Guru