Malina Casino - プレイヤーの出金が遅延し、資金が凍結されています。

Good morning, I would like to file a formal complaint against Malina Casino for the failure to process three withdrawals requested on March 2, 2026, March 3, 2026, and March 4, 2026, via bank transfer (Revolut), for a total amount of €2,400.

I'm an active VIP 3 user. My account has been fully verified for some time; I've attached a screenshot of my personal area that explicitly confirms that "my account does not require verification." Despite this, my funds have been blocked for over 16 days.

On March 13, 2026, I contacted support via live chat (screenshots attached). Riva reassured me that my account was "in order," that "everything was proceeding smoothly," and that the withdrawals were undergoing "final review" by the finance department. However, five days after that reassurance, nothing has changed, and the requests are still pending.

I made deposits via card/debit card and requested a withdrawal via wire transfer to an account in my name, a standard procedure that does not justify such a delay for a VIP profile. The casino is ignoring the timeframes set out in their own terms of service without providing valid reasons. I request your intervention to unblock the payment of my legitimate winnings.

I should also add that my own VIP MANAGER, provided by Malina Casino, hasn't responded to emails regarding withdrawals for weeks. (He's always responded the same day, within an hour, to requests unrelated to my withdrawals.)

Thank you!

Buongiorno, desidero aprire un reclamo formale contro Malina Casino per il mancato processamento di tre prelievi richiesti in data 02/03/2026, 03/03/2026 e 04/03/2026 via bonifico bancario (Revolut), per un importo complessivo di €2.400.

Sono un utente attivo con livello VIP 3. Il mio account risulta pienamente verificato da tempo; allego infatti uno screenshot della mia area personale che conferma esplicitamente che 'il mio account non richiede una verifica'. Nonostante questo, i fondi sono bloccati da oltre 16 giorni.

In data 13 marzo 2026 ho contattato l'assistenza in live chat (screenshot allegati). L'operatrice Riva mi ha rassicurato dicendo che il mio conto è 'in regola', che 'tutto procede senza intoppi' e che i prelievi si trovano in 'fase di revisione finale' presso il dipartimento finanziario. Tuttavia, a 5 giorni da quella rassicurazione, non è cambiato nulla e le richieste risultano ancora pendenti.

Ho effettuato i depositi tramite carta/bancomat e richiesto il prelievo tramite bonifico su conto a me intestato, procedura standard che non giustifica un ritardo simile per un profilo VIP. Il casinò sta ignorando le tempistiche previste dai loro stessi termini di servizio senza fornire motivazioni valide. Chiedo il vostro intervento per sbloccare il pagamento delle mie vincite legittime.

Aggiungo inoltre, che il mio stesso VIP MANAGER, fornito da Malina casinò, non risponde alle e-mail, riguardante i prelievi, da settimane. (Ha sempre risposto lo stesso giorno, dopo nemmeno 1 ora, alle richieste non inerenti ai miei prelievi)

Grazie!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello MrBoto,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

Dear MrBoto,

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,

Veronika