Malina Casino - O jogador ainda não recebeu os seus prémios.

Hello.

First of all, Customer Support of Malina is not providing good support. They are almost always sending the same templates and the same answers to all of my questions regarding withdrawals or verification.

When I ask if verification is required, they answer that everything is fine and you don’t need it for withdrawals. I know for 100% they will ask for this and when I ask if I can send documents for verification in advance - they decline and say again that I don’t need it. How is it even possible for them to determine if I am over 18, for example?

I have made numerous deposits which arrive instantly. I have had experience with other casinos where you need verification and after it your withdrawals are approved almost instantly - I don’t get it, why you have to wait for 3 business days (basically 4 as they don’t count the day you have made the withdrawal) to get paid your winnings? Basically I think it’s some sort of scam to get players to not wait that long as many have addiction and will probably cancel their withdrawal. Also it’s not possible to use your "coins" in shop if you have an active withdrawal and they are always offering to cancel it.

I see a lot of other customers have issues as well, please consider verification for my account and also approve my withdrawal. This is getting funny and out of hand that you need to beg to verify your account and wait for money like for a few weeks. Just approve it already and pay it out because I will not use your casino if you don’t do it this week - you can check how many deposits I have made 🙂

Dear Soviig,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you, Nick.

Why does Malina casino don’t ask to verify my account? Is that even allowed?

Dear Soviig,

I hope this message finds you well.

Upon reviewing your account information, it has come to our attention that you have recently made a total of 8 attempts to request a withdrawal of 500 EUR, dated April 8, 2025, all of which were subsequently cancelled by you prior to processing.

We would like to advise you to refrain from cancelling the withdrawals, as this will initiate the process anew.

We kindly ask for your patience as we strive to complete the latest withdrawal at the earliest opportunity.

Should you have any further inquiries, please do not hesitate to reach out to us.

Kind regards,

Malina Casino Team

Dear Malina Casino,

I canceled these withdrawals in a short time frame so it should not affect your special policy of obligatory 3 business day withdrawal processing. After your logic - today is the day you need to approve my withdrawal but I am very patient to see if you will ask for verification (previously you mentioned I don’t need verification) so this process will probably make a delay as well.

Why can’t you be like other casinos and let Customer Support approve and check withdrawals? Overall that’s probably your strategy - to delay and hope players will cancel their withdrawals and continue to play because you advertise this. If you use all of your funds, a banner will appear with option to cancel and add withdrawal funds to your account. If you press on "Cancel" it does not offer you to think about or confirm, so a lot of customers can even cancel by mistake but then of course your interesting process will start again. 🙂

Why can’t you just approve? What do you need from me?

Thank you, approved and received!!!!!

Dear Soviig,

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,

Nick Bacon

Casino.Guru