Malina Casino - プレイヤーの賞金の引き出しが遅れます。

Good afternoon.

On December 19, 2024, I won approximately €1500 at this casino. Since I have a withdrawal limit of €500 per day, I withdrew €500 on the 19th, €500 on the 20th, and €500 on the 21st of December, 2024. As of today, it's been 14 days since my first withdrawal, and I still haven't received anything.

My winnings were achieved without any associated bonuses, the deposit was made through MB Way, and the withdrawals were made via bank transfer.

Today, once again, I went to the chat and was informed, once again, that everything is fine with my account and I will receive the amounts as soon as possible.

My account with this casino is verified and I have even made previous withdrawals without any issues. Can you help me?

Thank you

Boa tarde.

No passado dia 19.12.2024 ganhei cerca de 1500€ neste casino. Como tenho limite de levantamentos de 500€ por dia efetuei levantamento de 500€ no dia 19, 500€ no dia 20 e 500€ no dia 21 de Dezembro de 2024. Acontece que hoje ja vão passar os 14 dias sobre o primeiro levantamento e ainda não recebi nada.

Os meus ganhos foram conquistados sem bonus associados o depósito foi feito através de mbway e os levantamentos foram feitos através de transferência bancária.

Hoje mais uma vez fui ao chat e fui mais uma vez informado que está tudo bem com a conta e que irei receber os valores o mais rápido possivel.

Tenho a conta neste casino validada e inclusivamente ja fiz levantamentos anteriores sem problema nenhum. Podem ajudar?

Obrigado

Dear Knotz12345,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share screenshots of your withdrawal requests?

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.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon.

Please find attached the screenshots of the withdrawals.

Thank you

Boa tarde.

Segue em anexo as capturas de ecrã dos levantamentos.

Obrigado

Good morning,

I spoke to the chat team again today and they informed me that everything is fine, but that there is a delay with the withdrawals. They're going to notify the finance department to review the situation as it's been pending for a long time.

Copy paste from the chat:

"Chat started on 06 Jan 2025, 09:02 AM (GMT+0)

(09:02:34)*** Pedro joined the chat ***(09:02:34)Pedro

Pending withdrawals since 19.12.2024

(09:02:47)*** Rae joined the chat ***(09:02:55)Rae

Hi, welcome to our live Customer Support!

(09:02:59)Rae

Please give me a few minutes to check this and I'll get back with an answer soon.

(09:03:06)Peter

Ok obg

(09:04:52)Rae

Thank you for waiting. I've checked your withdrawals and there seems to be a delay in processing.

I would like to assure you that there is nothing to worry about and that the operation is safe. We ask for your patience while your withdrawal is being processed and apologize for any inconvenience caused.

When the process is complete, the status of your withdrawal will be updated in your balance history.

(09:05:05)Rae

I will however notify the finance department regarding this case.

(09:05:40)Peter

But is this just me or other customers too?

(09:06:05)Rae

So that a review process can be opened, since it's a longer delay.

(09:08:40)*** Pedro has rated the chat Bad ***(09:09:10)Rae

Remember that you're rating my performance here, not your experience with the platform.

(09:09:23)Rae

But thank you for helping me with my work. Can I help you with any other questions?

(09:11:47)*** Pedro left the chat ***

Bom dia,

Hoje já voltei a falar com o chat que me voltaram a informar que está tudo bem, mas que existe um atraso com os levantamentos. Vão notificar o departamento financeiro para ser revista a situação uma vez que já está pendente há muito tempo.

Copy paste do chat:

"Chat started on 06 Jan 2025, 09:02 AM (GMT+0)

(09:02:34)*** Pedro joined the chat ***(09:02:34)Pedro

Levantamentos pendentes desde dia 19.12.2024

(09:02:47)*** Rae joined the chat ***(09:02:55)Rae

Olá! Seja bem-vindo ao nosso Suporte ao Cliente ao vivo!

(09:02:59)Rae

Por favor, dê-me alguns minutos para verificar isso e voltarei com uma resposta em breve.

(09:03:06)Pedro

Ok obg

(09:04:52)Rae

Obrigado por esperar. Verifiquei os seus levantamentos e parece haver um atraso no processamento.

Gostaria de lhe assegurar que não há motivo para se preocupar e que a operação é segura. Pedimos-lhe alguma paciência enquanto o seu levantamento está a ser processado e pedimos desculpa por qualquer inconveniente causado.

Quando o processo estiver concluído, o estado do seu levantamento será atualizado no seu histórico de saldo.

(09:05:05)Rae

Irei no entanto notificar o departamento financeiro, relativmente a este caso.

(09:05:40)Pedro

Mas esta situação passa-se so comigo ou com outros clientes também?

(09:06:05)Rae

De maneira a ser aberto um processo de revisão, visto ser um atraso maior.

(09:08:40)*** Pedro has rated the chat Bad ***(09:09:10)Rae

Lembre-se que está avaliar o meu desempenho aqui, não a sua experiência com a plataforma.

(09:09:23)Rae

Porém agradeço por me ajudar com o meu trabalho. Posso ajudar com mais alguma questão?

(09:11:47)*** Pedro left the chat ***

Good evening,

Today I spoke to the casino chat again as follows:

Chat started on 07 Jan 2025, 10:40 AM (GMT+0)

(10:40:36)*** Pedro joined the chat ***(10:40:36)Pedro

Pending withdrawals since 19.12.2024

(10:40:55)*** Cláudia joined the chat ***(10:41:06)Cláudia

Hello, welcome to Customer Service!

My name is Cláudia and I'll be seeing you today.

(10:41:09)Cláudia

Please give me a few minutes to check and I'll get back to you shortly.

(10:41:16)Peter

Ok thanks

(10:44:16)Claudia

Thanks for waiting!

(10:44:24)Claudia

I have checked your withdrawal and there seems to be a delay in processing.

I would like to assure you that there is nothing to worry about and that your withdrawal is safe. We ask for some patience while your withdrawal is being processed and apologize for any inconvenience caused.

When the payment is complete, you will be able to see it in your balance history.

(10:44:46)Peter

More of the same!!!!

(10:44:54)Claudia

We are very sorry for the inconvenience caused and thank you for your understanding. Please understand that sometimes there are conditions that do not depend on us, such as delays on the side of payment service providers, etc. The Finance department is doing everything possible to receive your winnings as soon as possible.

(10:45:08)Peter

Today is January 7th

(10:45:32)Peter

And coincidentally when I withdraw 1500€ I have delays

(10:45:59)Peter

When I withdrew 200 and 300 I had no delays. When I have 1500 I have delays.

(10:46:10)Peter

Okay

(10:46:42)Claudia

The delay was due to the holidays, Pedro, and a lot of requests piling up.

(10:47:05)Claudia

We're sorry once again for the inconvenience caused and thank you for your patience and understanding!

(10:47:37)Pedro

Ok ok. I don't just play at your casino. I play in many casinos including casinos like yours and I have received withdrawals normally even on holidays.

(10:47:53)Pedro

Casinia, quickwin, posido

(10:48:13)Pedro

Those casinos also had holidays and were able to pay out normally

(10:49:12)Claudia

We can't answer for those casinos, however, your comments are valuable for us to improve our product and service.

(10:49:25)Peter

Ok thanks

(10:49:26)*** Pedro has rated the chat Good ***(10:50:18)*** Pedro left the chat *

Can you try to help me? Thank you

Boa noite,

Hoje voltei a falar com o chat desse casino tal como transcrevo:

Chat started on 07 Jan 2025, 10:40 AM (GMT+0)

(10:40:36)*** Pedro joined the chat ***(10:40:36)Pedro

Levantamentos pendentes desde 19.12.2024

(10:40:55)*** Cláudia joined the chat ***(10:41:06)Cláudia

Olá! Bem-vindo ao Serviço de Apoio ao Cliente!

O meu nome é Cláudia e estarei a atendê-lo hoje.

(10:41:09)Cláudia

Por favor, dê-me alguns minutos para verificar isso e voltarei com uma resposta em breve.

(10:41:16)Pedro

Ok obrigado

(10:44:16)Cláudia

Obrigada por te aguardado!

(10:44:24)Cláudia

Verifiquei a sua retirada e parece haver um atraso no processamento.

Gostaria de assegurar que não há motivo para preocupações e que a sua retirada é segura. Pedimos-lhe alguma paciência enquanto a sua retirada está a ser processada e pedimos desculpa por qualquer inconveniente causado.

Quando o pagamento estiver concluído, poderá vê-lo no seu histórico de saldo.

(10:44:46)Pedro

Mais do mesmo!!!!

(10:44:54)Cláudia

Lamentamos imenso o inconveiente causado e agradecemos a sua compreensão. Por favor, entenda que às vezes há condições que não dependem de nós, como demoras do lado do fornecedores de serviços de pagamento, etc. O departamento Financeiro está a fazer as possíveis para receber os seus ganhos o quanto antes.

(10:45:08)Pedro

Hoje sao 07 janeiro

(10:45:32)Pedro

E por coincidencia quando levanto 1500€ é que tenho atrasos

(10:45:59)Pedro

Quando levantava 200 e 300 nao tinha atrasos. Quando tenho 1500 é que tenho atrasos.

(10:46:10)Pedro

Ok

(10:46:42)Cláudia

O atraso foi por causa dos feriados, Pedro e muitas solicitações acumuladas.

(10:47:05)Cláudia

Lamentamos mais uma vez o inconveniente causado e agradecemos a sua paciência e compreensão!

(10:47:37)Pedro

Ok ok. Eu nao jogo so no vosso casino. Jogo em muitos casinos inclusivamente em casinos como o vosso e recebi os levantamentos normalmente mesmo tenho feriados.

(10:47:53)Pedro

Casinia, quickwin, posido

(10:48:13)Pedro

Esses casinos tambem tiveram feriados e conseguiram pagar normalmente

(10:49:12)Cláudia

Nós não podemos responder por esses casinos, Contudo, os seus comentários são valiosos para podermos melhorar o nosso produto e serviço.

(10:49:25)Pedro

Ok obg

(10:49:26)*** Pedro has rated the chat Good ***(10:50:18)*** Pedro left the chat *

Podem tentar ajudar-me??? Obrigado

Thank you very much, Knotz12345, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Good evening.

Still no news. Everything remains the same.

The same excuses, everything the same.

Please help!!!

Thank you

Boa noite.

Ainda nenhuma novidade. Continua tudo na mesma.

As mesmas desculpas, tudo igual.

Ajudem-me pir favor!!!

Obrigado

Dear Knotz12345, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Malina Casino representative to join this conversation. 

Dear Malina Casino, could you please provide more information about this case? 

Looking forward to your reply.

Good morning,

I've just received 2 of the 3 surveys I made.

Only 1 survey remains.

Thank you

Bom dia,

Acabei de receber 2 dos 3 levantamentos que fiz.

Somente fica a faltar 1 levantamento.

Obrigado

Good afternoon.

I've received everything. Thank you very much for your help!

Regards

Boa tarde.

Ja recebi tudo. Muito obrigado pela ajuda!!!

Cumprimentos

Dear Knotz12345,

We're glad to hear that your issue has been resolved. 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, 

Katarina 

Casino.Guru