Malina Casino - プレイヤーの送金が大幅に遅れています。

Since November 14, 2024, I have been trying to resolve an issue with the company MalinaCasino (https://malinacasino.com/es/) related to three money transfers I requested: S/2000.00, S/2000.00 and S/800.00. However, the amounts deposited into my account were considerably lower: S/1687.25, S/1672.50 and S/597.26, respectively. In addition, my bank charged a commission of $25 for each transfer, justifying that they were treated as international transfers. The company did not previously inform that these transactions would incur correspondent bank commissions or that the money would be sent from abroad, which directly affects the amount received. I have requested clear explanations as to why a transfer method that would avoid these deductions was not used and why I was not informed about the additional costs. I contacted the bank who confirmed that this is the amount they received and they received it in EUROS, not soles, even though my betting account is played in soles, it is recharged in soles... the bank implied that apparently the money was going through intermediary banks, when Malinacasino decided to send me the money in some way so that it arrives in full, by making a transfer or payment IN SOLES and not in another currency. I have waited more than 50 business days for an adequate response since the last communication, sent by email on December 14, 2024. Today, January 14, 2025, I still have not received a solution or a clear response from the company.

 Desde el 14 de noviembre de 2024 he intentado resolver un problema con la empresa MalinaCasino (https://malinacasino.com/es/) relacionado con tres transferencias de dinero que solicité: S/2000.00, S/2000.00 y S/800.00. Sin embargo, los montos depositados en mi cuenta fueron considerablemente menores: S/1687.25, S/1672.50 y S/597.26, respectivamente. Además, mi banco cobró una comisión de 25 dólares por cada transferencia, justificando que las mismas fueron tratadas como transferencias internacionales La empresa no informó previamente que estas transacciones incurrirían en comisiones de bancos corresponsales ni que el dinero se enviaría desde el exterior, lo cual afecta directamente el monto recibido. He solicitado explicaciones claras sobre por qué no se utilizó un método de transferencia que evitara estas deducciones y por qué no se me informó sobre los costos adicionales. Me comunique con el banco los cuales confirman que ese es el monto que ellos recibieron y lo recibieron en EUROS no en soles , a pesar que mi cuenta de apuestas se juegue en soles , se recarga en soles … el banco dio a entender que aparentemente el dinero fue pasando por banco intermediarios , cuando Malinacasino dio enviarme el dinero de alguna manera de que llegue completo , haciendo una transferencia o abono EN SOLES y no en otra moneda He esperado más de 50 días hábiles por una respuesta adecuada desde la última comunicación, enviada por correo electrónico el 14 de diciembre de 2024. Hoy, 14 de enero de 2025, sigo sin recibir solución ni respuesta clara por parte de la empresa.

Dear Vanessaa31,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise when you noticed that more money has been deducted from your account? Please understand that if an intermediary bank deducts funds using an exchange rate even if both accounts (bank vs. casino) are held in the same currency, there's not much we can do. I wish I could be of more help but we are usually powerless in negotiating issues with deposit and withdrawal fee cases.

Please let me know if there's any other issue that we could try to help you with, otherwise, I will be forced to reject your complaint. Looking forward to hearing from you.

Best regards,

Tomas

The same day I received the transfer at my bank, I was surprised to see a considerably lower amount than requested, as well as discounts applied by my bank because the money was sent as an international deposit. This should not have happened, since at no time did MalinaCasino inform that withdrawals would be processed in this way. If they allowed me to register, play and deposit in soles, they should also have processed the withdrawal in the same currency and directly.

My bank has repeatedly denied applying these deductions on their own. They have even told me that I should contact Malinacasino, as they claim that MalinaCasino is responsible for these deductions. What I THINK IS THAT MALINACASINO USED INTERMEDIARIES… this leads me to wonder: why was my money sent through a bank intermediary without my authorization? If MalinaCasino claims that it does not charge fees for withdrawals, why were these deductions applied?

If I trusted my money to MalinaCasino, expecting the funds to be processed correctly and without hidden fees. If the withdrawal was going to be managed through an intermediary bank that would apply discounts, they should have informed me in advance (In their terms and conditions it doesn't say anything about that, in fact I asked them if they would charge any discount, which they told me, the money you request is the money you will receive). Had I known, I would have opted for another withdrawal method, such as Astropay.

Please find a solution to this problem, as I believe that what happened is unethical and goes against a transparent user experience.

El mismo día que recibí la transferencia en mi banco, me sorprendió ver un monto considerablemente menor al solicitado, además de descuentos aplicados por mi banco debido a que el dinero fue enviado como un depósito internacional. Esto no debió ocurrir, ya que en ningún momento MalinaCasino informó que los retiros se procesarían de esta manera. Si me permitieron registrarme, jugar y depositar en soles, también debieron procesar el retiro en la misma moneda y de forma directa.

Mi banco ha negado reiteradamente haber aplicado estos descuentos por su cuenta. Incluso me han indicado que debo comunicarme con Malinacasino, pues afirman que el responsable de estas deducciones es MalinaCasino. Lo que YO PIENSO ES QUE MALINACASINO USO INTERMEDIARIOS … esto me lleva a preguntarme: ¿por qué mi dinero fue enviado a través de un intermediario bancario sin mi autorización? Si MalinaCasino asegura que no cobra comisiones por retiros, ¿por qué se aplicaron estos descuentos?

Si yo confié mi dinero a MalinaCasino, esperando que los fondos sean procesados correctamente y sin cargos ocultos. Si el retiro iba a ser gestionado a través de un banco intermediario que aplicaría descuentos, debieron informármelo con anticipación (En sus términos y condiciones no dice nada de eso , es mas les pregunte si cobrarían algún descuento lo que me dijeron , el dinero que solicitas es el dinero que te llegara). De haberlo sabido, hubiera optado por otro método de retiro, como Astropay.

Pido por favor que puedan encontrar solución a este problema, ya que considero que lo ocurrido es poco ético y va en contra de una experiencia de usuario transparente.

Thanks for the explanation.

• Have you asked the casino to refund you any discrepancy in the funds you received directly?
• Could you please share screenshots of your payouts from the withdrawal history with the amounts visible?

I have repeatedly told MalinaCasino that they must refund the remaining money to me. Although they are trying to blame my bank, the truth is that the entity that originally held those funds was MalinaCasino.

While they claim that they do not charge any fees, it is clear that their withdrawal provider (which is still part of MalinaCasino) is the one actually responsible for these deductions. Therefore, the company should take responsibility for the difference in the amounts received.

I am attaching here the details of the three withdrawals I made, where you can see the big difference between the amounts requested and those that finally arrived at my bank.

He reiterado en varias ocasiones a la casa de apuestas MalinaCasino que debe reembolsarme el dinero restante. A pesar de que intentan responsabilizar a mi banco, lo cierto es que la entidad que originalmente poseía esos fondos era MalinaCasino.

Si bien afirman que no cobran comisiones, es evidente que su proveedor de retiro (que sigue siendo parte de MalinaCasino) es el verdadero responsable de estos descuentos. Por lo tanto, la empresa debe asumir la responsabilidad por la diferencia en los montos recibidos.

Adjunto aquí los detalles de los tres retiros que realicé, donde podrán notar la gran diferencia entre las cantidades solicitadas y las que finalmente llegaron a mi banco.

Thanks for your reply

I understand your concern however, I'm not quite sure how we could assist you since the casino refused to compensate you.

Transaction fees and currency exchange fees are not something that we can influence or have the capacity to investigate.

Please understand the casino is not responsible for fees your bank charges for international transactions.

Also, International online casinos might operate in currencies that are different from the player's domestic currency.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I want to make it clear that my bank is not responsible for the discount that has been applied to my withdrawals. I admit that the $25 fee for each international transaction is my bank's; however, there is still a difference of S/541.99 that has not been explained.

Case details:

The total amount to be received was S/4800 (S/2000 + S/2000 + S/800).

I received a lower total, with a difference of S/842.99.

Subtracting the S/300 corresponding to my bank's commission (S/94 for each of the 3 transfers of $25), there is a missing balance of S/560.99.

If MalinaCasino claims that they do not charge fees, then the discount comes from their payment and withdrawal provider. I request that you investigate this situation and provide me with a direct contact with said provider, as I believe that the responsibility lies with them.

I would also like to emphasize that the entity that decides which intermediary bank will handle my money is not Interbank, but MalinaCasino and its withdrawal provider. I hope for a prompt solution to this problem.

Another point, whatever the currency or the exchange rate they use, THERE WILL NOT BE A BIG DIFFERENCE BETWEEN S/560.99

Quiero dejar en claro que mi banco no es responsable del descuento que se ha aplicado a mis retiros. Admito que la comisión de $25 por cada transacción internacional corresponde a mi banco; sin embargo, aún hay una diferencia de S/541.99 que no ha sido explicada.

Detalles del caso:

El monto total que debía recibir era S/4800 (S/2000 + S/2000 + S/800).

Recibí un total menor, con una diferencia de S/842.99.

Restando los S/300 correspondientes a la comisión de mi banco (S/94 por cada una de las 3 transferencias de $25), queda un saldo faltante de S/560.99.

Si MalinaCasino afirma que no cobra comisiones, entonces el descuento proviene de su proveedor de pagos y retiros. Les solicito que investiguen esta situación y me proporcionen un contacto directo con dicho proveedor, ya que considero que la responsabilidad recae en ellos.

Además, quiero recalcar que la entidad que decide qué banco intermediario manejará mi dinero no es Interbank, sino MalinaCasino y su proveedor de retiros. Espero una pronta solución a este problema.

Otro punto , sea la moneda que sea o el tipo de cambio que realicen , NO VA A HABER UNA GRAN DIFERENCIA DE S/560.99

Dear Vanessaa31,

Thank you for your detailed response. In order to proceed with our investigation, I’d like to ask if you happen to know anyone else who plays at Malina Casino or if you’ve had any previous interactions with other users on our platform that may be relevant to your case. We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation.

Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

With Malinacasino? No, I don't know anyone, it's that simple... I've played in several betting houses but I'm not one to recommend them.

Con Malinacasino ? , no no conozco a nadie así de simple ... yo eh jugado en varias casas de apuestas pero no soy de recomendar

Thank you very much, Vanessaa31, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, Vanessaa31,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Malina Casino Team,

Could you please explain the player's situation in more detail? Why did the user receive significantly less money than they requested withdrawals for?

In addition, if we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.