Malina Casino - プレイヤーの撤退が遅れています。

I requested my withdrawal on September 17th. It's September 23 and I still have not received my withdrawal. They state that they process the withdrawals within 3 business days and today it's the 4th business day and I have no news from them. I contacted them several times via live chat and email, and the only responses are automatic replies that say that there's a general delay in all withdrawal, but they do not respond specifically regarding my withdrawal.

Dear noname98,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Thank you very much for checking this.

I understand that there might be delays in processing a withdrawal, but this casino does not even inform me regarding the timeframe.

I have asked multiple times to let me know at least when I will have my withdrawal completed and I do not get a reply.

At this point I think they are scammers. A serious casino would inform you in the first place about delays and would update you in detail about your withdrawal.

Can you please do your best and contact them?

Hello! Thank you very much for your actions. It's been 14 days and I have yet to receive my withdrawal. I asked a customer support agent if there's something pending regarding my account's verification, and they told me that they don't need any verification documents on my end. They have not replied to any of my emails I sent recently and of course I have no updates on when I will receive my funds. The status of the withdrawal is still under review. Could you please help here?

Thank you for your reply.

Could you please specify if you accumulated your winnings with or without an active bonus?

Do I understand correctly that this is your first withdrawal attempt at this casino?

That’s right, it’s the first withdrawal I am requesting. And no I didn’t win with an active bonus, just my deposit

Thank you for your reply. Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru.

Also, could you kindly specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Dear noname98,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.