Malina Casino - O levantamento dos prémios dos jogadores está atrasado.

Hello,

I am filing a complaint against Malina Casino due to non-payment of my winnings. I have approved withdrawals in the total value of €1,250 on my account, which are still in the "pending" status. In addition, I have a balance of €1,080 on my gaming account, which I cannot access.

Yesterday (24. 2. 2026) at 17:00 I sent all the necessary documents for identity verification (KYC). Support confirmed to me on Live Chat that the documents were received and in order, however the status of my withdrawals did not change at all and the money was not sent.

I suspect that the casino is intentionally dragging out the verification and withdrawal process. I am requesting your help in speeding up the verification of my account and the withdrawal of the full amount of €2,330.

Best regards,

Michaela Lenartova

Dobrý deň,

podávam sťažnosť na Malina Casino z dôvodu nevyplatenia mojich výhier. Na účte mám schválené výbery v celkovej hodnote 1 250 €, ktoré sú stále v stave "v kontrole" (pending). Okrem toho mám na hernom účte zostatok 1 080 €, ku ktorým sa neviem dostať.

Včera (24. 2. 2026) o 17:00 som zaslala všetky potrebné doklady na overenie totožnosti (KYC). Podpora mi na Live Chate potvrdila, že dokumenty prijali a sú v poriadku, avšak status mojich výberov sa vôbec nezmenil a peniaze neboli odoslané.

Mám podozrenie, že kasíno proces overenia a vyplatenia úmyselne naťahuje. Žiadam o pomoc pri urýchlení overenia môjho účtu a vyplatení celej sumy 2 330 €.

S pozdravom,

Michaela Lenártová

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear michaela26.05,

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

After all, I'm breaking my own rules: "I process withdrawals within 3 days."

Veď porušuju vlastné pravidla" vyber spracuju do 3 dní'

I would like to add that I sent the official PDF statements from Revolut and Tatrabanka directly to the email address of the operator Rabidi NV on February 24, 2026. I did this because the Malina Casino web interface technically does not allow uploading PDF files (it only offers a camera). The casino ignores these emails with high-quality PDF documents and today (February 26) forced me to upload photos via my profile, thereby deliberately prolonging the verification process and preventing me from accessing my €2,330.

Chcem doplniť, že oficiálne PDF výpisy z Revolutu a Tatrabanky som zaslala priamo na e-mailovú adresu prevádzkovateľa Rabidi N.V. už 24. februára 2026. Urobila som to preto, lebo webové rozhranie Malina Casino technicky neumožňuje nahrávanie PDF súborov (ponúka len fotoaparát). Kasíno tieto e-maily s kvalitnými PDF podkladmi ignoruje a dnes (26. 2.) ma nútilo nahrávať fotky cez profil, čím úmyselne naťahujú proces overenia a bránia mi v prístupe k mojim 2 330 €."

Dear michaela26.05,

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.

Thanks but nothing new. It's still on, I'm checking it.

Ďakujem ale nič nové.Stale svieti kontroluje sa

Hello, unfortunately at Malina Casino the status of my withdrawals (€1,250) or account verification (balance €1,080) has not changed and is still 'in check'.

However, I want to emphasize the following facts:

I sent them all the official PDF statements from both Tatrabanka and Revolut by email on February 24th, because their web profile technically does not allow uploading PDF files.

On February 26th, at their request, I also uploaded a selfie photo to my profile.

The casino is ignoring my emails with quality documents and the finance department has been idle letting my case go until the weekend.

I suspect that the casino is deliberately stalling and exploiting technical obstacles on its website so that they don't have to pay me the total amount of €2,330. I ask for your help in an emergency with the operator."

Dobrý deň, bohužiaľ v Malina Casino sa status mojich výberov (1 250 €) ani overenia účtu (zostatok 1 080€) nezmenil a stále svieti 'v kontrole'.

Chcem však zdôrazniť tieto skutočnosti:

Všetky oficiálne PDF výpisy z Tatrabanky aj Revolutu som im poslala e-mailom už 24. 2., pretože ich webový profil technicky neumožňuje nahrávanie PDF súborov.

Dňa 26. 2. som na ich vyžiadanie nahrala do profilu aj selfie fotku.

Kasíno moje e-maily s kvalitnými dokumentmi ignoruje a finančné oddelenie nečinne nechalo môj prípad prejsť až do víkendu.

Mám podozrenie, že kasíno úmyselne naťahuje čas a využíva technické prekážky svojho webu, aby mi nemuseli vyplatiť celkovú sumu 2 330€. Prosím o vašu pomoc pri urgencii u operátora."

Dear michaela26.05, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Good day, no withdrawals yet. I would like to add some important information about my winnings: I successfully wagered the original bonus and met the conditions. I then made a new deposit of €50 without any bonus. My current winnings (€2,330) therefore come from playing with my own money without bonus restrictions. The casino therefore has no reason to delay my payout. "I will send the pictures to your email. Thank you. I sent you a selfie, the status in the profile has changed, but the money (€1,250) is still stuck. Please expedite the payout."

Dobrý ďen ešte žiadny výber nič.Dopĺňam dôležitú informáciu k mojim výhram: Pôvodný bonus som úspešne pretočila a podmienky splnila. Následne som urobila nový vklad vo výške 50 € bez akéhokoľvek bonusu. Moje aktuálne výhry (2 330 €) teda pochádzajú z hry za moje vlastné peniaze bez bonusových obmedzení. Kasíno teda nemá žiaden dôvod na zdržiavanie mojej výplaty."Snímky pošlem na mail.Ďakujem.Selfie som vám poslala, status v profile sa zmenil, ale peniaze (1 250 €) sú stále zaseknuté. Prosím o urgenciu výplaty."

Karla, €1,250 is on its way, but the casino immediately blocked my withdrawal of the remaining €1,080 with the message 'withdrawals are limited by the operator'. Please do not close the complaint until the casino unblocks me from withdrawing this remaining balance. This is a clear tactic to make me lose my money. Thank you for your help.

Karla, 1 250 € je na ceste, ale kasíno mi okamžite zablokovalo výber zvyšných 1 080€ s hláškou 'výbery sú obmedzené prevádzkovateľom'. Prosím, neuzatvárajte sťažnosť, kým mi kasíno neodblokuje možnosť vybrať aj tento zvyšný zostatok. Ide o jasnú taktiku, ako ma prinútiť peniaze prehrať."Ďakujem za pomoc

Dear michaela26.05, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hello Karla, thank you for your help. Here are the exact answers:

Date of request: I requested the first withdrawal on February 14, 2026, €1,250.

Processing of the last withdrawal: On Friday, March 6, 2026 at 1:33 PM, I received emails about the processing of €1,250. The amount of €800 arrived at Tatra banka on the same day. I am still waiting for the remaining €450 on Revolut.

Payment method: I used Tatra banka (IBAN) and Revolut (IBAN). Yes, I deposited from Tatra banka and Revolut have my documents that it is my account, I haven't deposited since.

Current status: Withdrawals of €1,250 are marked as 'Processed' in the casino.

CRITICAL PROBLEM: The casino has intentionally blocked my ability to withdraw the remaining balance of €1,080 since Friday. My profile shows the message: 'Withdrawals are blocked by the operator'. My account is fully verified. I ask for your immediate intervention to cancel this block and release the money. "I sent you a screenshot by email.

Dobrý deň, Karla, ďakujem za vašu pomoc. Tu sú presné odpovede:

Dátum žiadosti: O prvý výber som žiadala už 14.2.2026 1 250 € .

Spracovanie posledného výberu: V piatok 6. 3. 2026 o 13:33 mi prišli maily o spracovaní 1 250 €. Suma 800 € do Tatra banky prišla v ten istý deň. Zvyšných 450 € na Revolut stále čakám.

Spôsob platby: Použila som Tatra banku (IBAN) a Revolut (IBAN). Áno, vkladala som z tatra banky a revolut maju moje dokumenty že je to môj učet,odtial som nevkladala.

Aktuálny stav: Výbery 1 250 € sú v kasíne označené ako 'Spracované' (Processed).

KRITICKÝ PROBLÉM: Kasíno mi od piatku úmyselne zablokovalo možnosť vybrať zvyšný zostatok 1 080 €. V profile mi svieti hláška: 'Výbery sú zablokované prevádzkovateľom'. Môj účet je plne overený. Prosím o váš okamžitý zásah, aby mi tento blok zrušili a peniaze odišli."Na mail som vám posielala screnscott.

Hello Karla. I have an important update: €450 has arrived on Revolut, so the first part (€1,250) is completely at home. Thank you!

However, the problem persists: The casino has completely blocked my access to the withdrawal section for the remaining €1,080. As soon as I click on the 'Withdraw' button, a message immediately pops up: 'Withdrawals are blocked by the operator'. The system will not allow me to enter any amount. Since I am verified and they have already paid out part of the money, this blocking is unjustified. Please ask them to unblock the withdrawal function immediately.

Dobrý deň, Karla. Mám dôležitý update: 450 € na Revolut dorazilo, takže prvá časť (1 250 €) je kompletne doma. Ďakujem!

Problém však pretrváva: Kasíno mi úplne zablokovalo prístup k sekcii výberov pre zvyšných 1 080€. Akonáhle kliknem na tlačidlo 'Výber', okamžite vyskočí hláška: 'Výbery sú zablokovaných prevádzkovateľom'. Systém mi nedovolí zadať žiadnu sumu. Keďže som overená a časť peňazí už vyplatili, toto blokovanie je neopodstatnené. Prosím, požiadajte ich o okamžité odblokovanie funkcie výberu."

Hello, today Casino Malina asked me for a photo of my credit card, so I sent it to them. I already sent them this credit card on February 24, 2026. I forwarded you the email from February 24, 2026 with the documents I sent to Casino Malina.

Dobrý deň,dnes casino malina odo mňa pýta fotku mojej kreditnej karty,tak som im ju poslala.Tuto kreditnu kartu som im už posielala 24.2.2026.Preposlala som vam mail z 24.2.2026 s dokladmi čo som odosielala do casina Malina.

Karla, the casino has rejected the card photo again and is asking for it again. This is the third time we have dealt with the same document, although they have had it since 24. 2. I just uploaded a new, perfectly edited photo (covered center, covered CVC).

Please give them a 24 hour ultimatum. It is unacceptable for them to bully me like this for the remaining €1,080 when they have already paid me €1,250.

Karla, kasíno opäť zamietlo fotku karty a pýta ju znova. Je to už tretíkrát, čo riešime ten istý doklad, hoci ho majú od 24. 2. Práve som nahrala novú, perfektne upravenú fotku (zakrytý stred, zakryté CVC).

Prosím vás, dajte im ultimátum 24 hodín. Je neprípustné, aby ma takto šikanovali kvôli zvyšným 1 080€, keď mi už 1 250 € vyplatili.

Dear michaela26.05,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel, samuel.s@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear michaela26.05,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Malina Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Malina Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel, thanks for your help. Here are the latest updates from today (Friday 3/13):

Partial payout: The casino paid me €1,250 under pressure from your colleague Karly.

Blocking the rest: Immediately after this payout, the casino blocked my access to withdrawals for the remaining €1,080. I see a message in my profile: 'Withdrawals are blocked by the operator'.

Endless verification (KYC): Today they are asking me again for a photo of the card *3095 in PDF format, which is technical nonsense. I sent them the original bank statement in PDF (they have it in their email), where the ownership of the card is clearly proven.

Delay: They have had the documents from me since 24. 2. I consider this to be a deliberate delay before the weekend so that I lose the money. Please ask them to immediately unblock the withdrawal function. "Thank you

Ahoj Samuel, ďakujem za pomoc. Tu sú najnovšie aktualizácie z dnešného dňa (piatok 13. 3.):

Čiastočná výplata: Kasíno mi pod tlakom vašej kolegyne Karly vyplatilo 1 250 €.

Blokovanie zvyšku: Okamžite po tejto výplate mi kasíno zablokovalo prístup k výberom pre zvyšných 1 080€. V profile mi svieti hláška: 'Výbery sú zablokované prevádzkovateľom'.

Nekonečné overovanie (KYC): Dnes odo mňa opäť žiadajú fotku karty *3095 v PDF formáte, čo je technický nezmysel. Poslala som im originálny bankový výpis v PDF (majú ho v maile), kde je vlastníctvo karty jasne dokázané.

Zdržiavanie: Dokumenty majú odo mňa už od 24. 2. Považujem to za úmyselné naťahovanie času pred víkendom, aby som peniaze prehrala. Prosím, žiadajte od nich okamžité odblokovanie funkcie výberu."Ďakujem

Dear michaela26.05,

Following a standard security review of your account, we have determined that additional verification is required before we can finalize your request. We can confirm that the requested documentation has been received and has already been forwarded to the relevant department for a priority check.

Once the review is complete and your account is fully verified, we will proceed with your withdrawal as soon as possible.

We appreciate your cooperation in helping us maintain a secure environment.

Best regards,

Malina Casino Team

I thank the casino for its statement. However, I want to emphasize two things:

The casino has already successfully verified my account, as they paid me the first €1,250 (which I waited 23 days for since I requested a withdrawal!) last week. So I don't understand why 'further verification' is needed for the same documents for the remaining €1,080.

The documents they are currently 'priority checking' have been available since February 24, 2026 (as I have proven with screenshots).

Since the casino has confirmed receipt of the documents, I request immediate unblocking of the withdrawal function and processing of the remaining amount of €1,080 today. There is no more waiting." And I would like to add that I have NOT PLAYED at the Malina casino since my last request on February 15, 2026. Samuel, the casino writes in its profile that they need verification 'before completing my request', but I do not have any open requests in the system, because the system blocks it for me immediately after clicking 'Withdraw'. This is a logical fallacy. They are asking for verification for something that they will not even allow me to enter. Please ask them to immediately unblock the withdrawal form. "Thank you

Ďakujem kasínu za vyjadrenie. Chcem však zdôrazniť dve veci:

Kasíno už úspešne overilo môj účet , keďže mi vyplatili prvých 1 250 €(na ktoré som od požiadania o výber čakala 23dní!) už minulí týždeň. Nerozumiem teda, prečo je potrebné 'ďalšie overenie' na tie isté doklady pre zvyšných 1 080 €.

Dokumenty, ktoré momentálne 'prioritne kontrolujú', majú k dispozícii už od 24. 2. 2026 (ako som dokázala screenshotmi).

Keďže kasíno potvrdilo prijatie dokumentov, žiadam o okamžité odblokovanie funkcie výberu a spracovanie zostávajúcej sumy 1 080€ ešte dnes. Už nie je na čo čakať."A ešte chcem dodať že v casine malina som od poslednej žiadosti 15.2.2026 NEHRALA.Samuel, kasíno v profile píše, že potrebujú overenie 'pred dokončením mojej žiadosti', ale ja v systéme nemám žiadnu otvorenú žiadosť, pretože mi ju systém hneď po kliknutí na 'Výber' zablokuje. Je to logický klam. Pýtajú overenie k niečomu, čo mi nedovolia ani zadať. Prosím, žiadajte od nich okamžité odblokovanie formulára na výber."Ďakujem

Hello everyone,

Dear Michaela, it looks like the remaining withdrawal is currently blocked because Malina Casino is still reviewing your KYC documents. Even though your first payout of €1,250 was processed, the system may prevent further withdrawals until the verification is fully completed.

Malina Casino, could you please provide an update on the status of Michaela’s verification and let us know if all submitted documents have been checked? Any info on when the withdrawal form might be unblocked would be appreciated.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear michaela26.05,

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,

Samuel