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

Hello, I would like to reopen a complaint because, as soon as I close the previous complaint with the same casino, withdrawals are significantly delayed: withdrawals of €500 at a time on May 16, 17, and 28 have yet to reach my account. All the necessary checks have been completed and handled thanks to Casino Guru's support, so I would like to understand the reason for this significant delay.

Thank you.

Salve, ci tengo a riaprire un reclamo per via del fatto che non appena chiudo il precedente nei confronti dello stesso casinò, I prelievi stanno ritardando in modo considerevole: prelievi effettuati 500 euro per volta il 16/17/28 maggio devono ancora arrivare sul mio conto. Tutte le verifiche del caso sono state completate ed eseguite grazie al supporto di casino guru dunque vorrei capire il motivo di questo fortissimo ritardo.

grazie.

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 Agrc00,

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

The KYC verification is perfectly in order and closed, in fact I regularly received my withdrawals

La verifica KYC é perfettamente in regola e chiusa infatti regolarmente ricevevo i miei prelievi

I'd also like to add that I noticed this this morning...my last processed withdrawal has a more recent request than the ones still pending. How is this possible?

Inoltre vorrei aggiungere, ho stamattina notato il tutto…il mio ultimo prelievo processato ha una richiesta più recente rispetto a quelli ancora in sospeso. Com’è possibile?

They continue to be misleading…it's been 15 days now

Continuano ad essere fuorvianti…ormai sono 15 giorni

Dear Agrc00,

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.

Unfortunately, nothing has changed. I'm attaching a screenshot of my account status now. I've spoken to support several times via email and chat, but without a clear answer. Everything's always very vague. I don't understand what the problem is. I had canceled one of the pending withdrawals and then redone it, but the first one dates back to May 16th.

Purtroppo no, tutto è invariato. Allego screen della situazione del conto ora. Ho più volte parlato con assistenza via mail e chat ma senza nessuna risposta precisa, sempre tutto molto vago..non capisco dove sia il problema. Io uno del ptrlievi in pendenza lo avevo cancellato e poi rifatto, ma il primo risale al 16 maggio…

Update: I contacted live chat but they only told me lies. My withdrawals are not in the final stages but in the initial stages for weeks.

aggiornamento: ho contattato la live chat ma mi vengono dette solo bugie..I miei prelievi non sono nelle fasi finali ma alle iniziali da settimane.

Dear Agrc00,

We have noticed that you have submitted two complaints regarding the same casino. To avoid confusion and to ensure that your issue is handled as efficiently as possible, we will be closing this one.

Your original complaint will remain open, and our team will continue assisting you there.

Please make sure to reply only within that thread moving forward so that we can keep all information in one place and assist you smoothly.

Thank you for your understanding.

Best regards,

Karla M.