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

Don't pay out any winnings...Since June 15th...No response to live support or email.

Zahlenicht gewinn aus...Seit 15.06...Live support und email keine Antwort.

Dear Lubko2312,

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.

Dear Lubko2312,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, my money still hasn't arrived and I haven't received a response from the casino to my email...Not...

Hallo,meine geld immer noch nicht gekomme und habe ich keine antwort von Casino auf meine email...Nicht...

Thank you for your response. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

I've already made a withdrawal from this casino, but the wait was about 25 days...

I have KYC and the winnings are without a bonus...

Auszahlung von diese casino habe ich schon,aber war warteziet auch ca.25tage...

KYC ich habe und gewinn is ohne bonus...

Thank you very much, Lubko2312, for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lubko2312,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Malina Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear All,

Thank you for reaching out to us, and we apologize for the delay.

We are happy to confirm that the withdrawals have been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in the player's account, however, this is subject to the payment method used and their bank standards.

If you have more questions, please let us know.

Best regards,

Malina Casino Team

Dear Lubko2312

At this stage, it should just be a matter of time before the payment reaches you.

I will keep this complaint open until I receive your confirmation of a successful withdrawal.

Kindly let me know as soon as the payment has been received.

Dear Lubko2312,

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,
Attila
Casino.Guru