Malina Casino - 決済が遅延しているとのクレームがあります。

Hello,

I have requested three withdrawals from MalinaCasino: two on July 1st and one on July 5th, 2025. These are the transaction IDs:

1735fc4d-a4dd-4f16-912c-8b646af*****

a7b68b0b-a036-4a71-bc9d-6f4f562*****

771824a3-d48b-49e1-8924-577fe6c*****

According to the casino's own Terms and Conditions and previous messages I've received (including at other casinos in the same group, such as Wazamba), withdrawals should be processed within a maximum of 3 business days from the last withdrawal.

It's been more than 7 business days since the first one, and more than 5 since the last one, so the deadline has passed.

Support always responds with the same generic message: "It's being reviewed," "We're escalating the case," but they never confirm whether the withdrawals have been approved or give an actual date.

My account is verified, I've made withdrawals before without any issues, and they haven't asked me for any additional documentation. They're simply withholding my funds without any specific reason or justification.

I request immediate release of withdrawals or a concrete explanation from the casino.

I look forward to a prompt resolution.

Thank you.

Hola,

He solicitado tres retiros en MalinaCasino: dos el 1 de julio y otro el 5 de julio de 2025. Estos son los ID de las transacciones:

1735fc4d-a4dd-4f16-912c-8b646af*****

a7b68b0b-a036-4a71-bc9d-6f4f562*****

771824a3-d48b-49e1-8924-577fe6c*****

Según los propios Términos del casino y los mensajes previos que he recibido (incluyendo en otros casinos del mismo grupo como Wazamba), los retiros deberían procesarse en un plazo máximo de 3 días laborables desde el último retiro tramitado.

Ya han pasado más de 7 días hábiles desde el primero, y más de 5 desde el último, por lo que el plazo se ha superado.

El soporte responde siempre con el mismo mensaje genérico: "está siendo revisado", "estamos escalando el caso", pero nunca confirman si los retiros han sido aprobados ni dan una fecha real.

Mi cuenta está verificada, he retirado antes sin problemas, y no me han pedido ninguna documentación adicional. Simplemente están reteniendo mis fondos sin una razón concreta ni justificación.

Solicito la liberación inmediata de los retiros o una explicación concreta por parte del casino.

Espero una pronta resolución.

Gracias.

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have previously withdrawn money from that casino

ya he retirado anteriormente dinero de ese casino

And they have never taken so long

Y nunca han tardado tanto

Their policy says it's 3 to 5 days

Su política dice que son de 3 a 5 días

Update:

Actualización:

Hello?

Hola?

Dear player,

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.

I haven't received anything yet, I'm still waiting for withdrawals.

No he recibido nada actualmente, sigo esperando los retiros

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you accumulate your winnings with or without an active bonus?

Did you use the same payment method as for your previous successful withdrawals?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Good morning, no bonus, withdraw with the same

payment method: card transfer, you have the screenshots in the thread,

Buenos días, sin bono, retire con el mismo

método de pago trasnsferencia por tarjeta, las capturas las tenéis en el hilo,

Hello?

Hola?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Perfect

Perfecto

Dear Saaanchez08,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Malina Casino representative to join this conversation and participate in resolving this complaint.

Dear Malina Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Saaanchez08,

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best regards,

Malina Casino Team

Dear Malina Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the case.

I'll be awaiting your reply.

Good morning, I just received the withdrawals, but I still need to withdraw more money from the casino.

Buenos días, acabo de recibir los retiros, no obstante tengo todavía que retirar más dinero del casino.

I thank the casino for its cooperation, best regards.

Agradezco al casino por su colaboración, un saludo.

Dear Saaanchez08,

How much have you received so far out of the 800€ disputed amount?

I'll be awaiting your reply.

The 800€, but I have more money left that I will request in the next few days

Los 800€ , pero me queda más cantidad que voy a solicitar los próximos días

Dear Saaanchez08,

The original disputed amount was 800€, which was successfully withdrawn. Did you manage to win additional funds? How much are you trying to withdraw?

I'll be awaiting your reply.

Dear Saaanchez08,

Please request a withdrawal and let me know once you have done so.

I'll be awaiting your reply.

I just requested one of 500 euros which is my daily limit

Acabo de solicitar uno de 500 euros que es mi límite diario

Dear Saaanchez08,

Thank you for your response and the information you have provided. Please let me know once you receive the first payment from the casino.

I'll be awaiting your reply.

Perfect

Perfecto

Dear Saaanchez08,

Thank you for your response and the information you have provided. Please let me know once you receive the payments.

I'll be awaiting your reply.

These are the dates with the withdrawal IDs, I understand that they may still be on time

Estas son las fechas con los id de los retiros, entiendo que todavía pueden estar en plazo

Dear Saaanchez08,

Thank you for contacting the Malinacasino support team.

We have sent a speed-up request for your withdrawals, so you will receive the funds in the nearest time possible.

Your patience is highly appreciated.

If you have additional questions, please feel free to contact us via email support@Malinacasino.com or via Live Chat.

Yours sincerely,

Malinacasino.com support team

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

Dear Saaanchez08,

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,

Stefan