Malina Casino - プレイヤーの撤退は遅れており、解決されていません。

Hello,

I would like to file a complaint regarding this particular casino as I have been reading similar complaints from others.

I am a new customer at this casino and I opened my account on 5/1. On the same date, I won €390 and requested a withdrawal. It has already been 4 working days, even though they state that the time frame is 1 to 3 working days. When communicating via live chat and email, I receive automated responses, similar to what others have mentioned, which are not helpful at all, despite their supposed customer service.

The winnings are from real money and not through bonuses.

I don't want to give them even one more day because of their behavior and lack of assistance with my issue. Therefore, I would like your immediate help to receive the money that I rightfully won.

Χαίρετε,

Θα μπω στη διαδικασία να ανοίξω κι εγώ παράπονο σχετικά με το συγκεκριμένο casino μιας και διαβάζω κι άλλα παρόμοια παράπονα.

Είμαι νέος πελάτης στο συγκεκριμένο casino και άνοιξα τον λογαριασμό μου στις 5/1. Την ίδια ημερομηνία κέρδισα 390€ τα οποία έκανα αίτημα για ανάληψη. Έχουν περάσει ήδη 4 εργάσιμες μέρες με χρονικό όριο όπως εκείνοι λένε 1 έως 3 εργάσιμες μέρες. Και μιλώντας με το live chat και με μέσω email δίνουν αυτοματοποιημένες απαντήσεις που απαντάνε όπως στους περισσότερους από όσο είδα και καθόλου βοηθητικοί, κατά τα άλλα εξυπηρέτηση πελατών.

Τα κέρδη ειναι απο κανονικά χρήματα κι όχι μέσω bonus.

Δε θέλω να τους αφήσω ούτε μέρα παραπάνω μόνοκαι μόνογια τη συμπεριφορά τους και τη μη βοήθεια τους για την εξυπηρέτηση μου. Για αυτό θα θελα την άμεση βοήθειά σας για να λάβω τα χρήματα τα οποία κέρδισα δίκαια.

Dear arikosss09,

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,

Tomas

Hello Thomas and Happy New Year!!

My issue is more the vague answers they give (a little more patience, increased volume of withdrawals, etc. etc.) and which in essence do not answer the question of when the withdrawal request will be processed. Then why do they mention 1 to 3 business days if this is not the case? To mislead the player? The lack of help from customer service is very serious and I do not understand the reason for its existence since they do not help in reality.

My upload, as they said, complies with their security policies and I'm just being patient and nothing else..

But because I see that other players from Greece have the same issue as me, I also opened a complaint with the fear that this withdrawal may be lost or delayed considerably.

Γειά σου Τόμας και Καλή Χρονιά!!

Το θέμα μου περισσότερο είναι οι αόριστες απαντήσεις που δίνουν (λίγη υπομονή ακόμα, αυξημένος όγκος αναλήψεων κλπ κλπ) και που στην ουσία δεν απαντάνε στο ερώτημα πότε θα γίνει η επεξεργασία του αιτήματος ανάληψης. Τότε για ποιο λόγο αναφέρουν 1 έως 3 εργάσιμες μέρες εφόσον δεν ισχύει κάτι τέτοιο? Για παραπλάνηση του παίχτη? Η απουσία βοήθειας από την εξυπηρέτηση πελατών είναι πολύ σοβαρή και δε καταλαβαίνω τον λόγο ύπαρξης της αφού δε βοηθάνε στη πραγματικότητα.

Η ανάληψη μου όπως είπαν συμμορφωνεται με τις πολιτικές ασφαλείας τους και κάνω υπομονή και τίποτα άλλο..

Αλλά επειδή βλέπω πως κι άλλοι παίχτες απο Ελλάδα έχουν το ίδιο θέμα με εμένα για αυτό άνοιξα κι εγώ παράπονο με το φόβο ότι η ανάληψη αυτή μπορεί να χαθεί ή να καθυστερήσει αρκετά.

Dear arikosss09,

I understand your wish to enjoy your winnings as soon as possible.

• Could you please let me know whether your payout has been processed yet?
• If the issue persists, could you please share your attempts to resolve the issue with casino support and screenshots of your withdrawal requests?
• Share screenshots here or send the information to my email at tomas@casino.guru

I was credited with the money 2 days ago after a lot of pressure on my part and with many messages in chat and email.

I would not recommend this particular casino.

Thank you very much for your help.

Μου πιστωθηκαν τα χρήματα πριν 2 μέρες κατόπιν μεγάλης πίεσης από μέρος μου και με πολλά μηνύματα στο chat και email.

Δε θα το πρότεινα το συγκεκριμένο casino.

Ευχαριστώ πολύ για τη βοήθεια σας.

Dear arikosss09,

I am glad to hear your winnings were finally received. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru