Malina Casino - Il giocatore ritiene che il prelievo richiesto sia in ritardo.

On March 2nd and 3rd, I made three specific withdrawal requests: €500 and €300 on March 2nd and €800 on March 3rd. To date, despite repeatedly contacting support, who have provided no specific instructions but merely platitudes without explaining the problem, the withdrawals are stuck in phase two, the verification phase. I have no documents to upload in the casino's verification section, as everything was done when I opened the account. I've checked my emails and spam folders several times, but they haven't asked for any documents. I've forwarded them to support anyway. I DON'T KNOW WHAT TO DO ANYMORE! I HAVE MORE MONEY TO WITHDRAW AND I'M AFRAID THEY'LL NEVER GIVE IT TO ME. PLEASE HELP ME.

Il 2 e il 3 marzo ho fatto delle richieste di prelievo di preciso 3: 500 e 300€ il 02/03 e 800€ il 03/03. A oggi, nonostante ripetutamente contattata l’assistenza senza che mi fornissero precise indicazioni ma solo frasi di circostanza senza dirmi dov’è il problema, i prelievi sono bloccati in fase due ossia in fase di verifica. Nella sezione verifica del casinò non ho documenti da caricare in quanto è stato fatto tutto quando ho aperto il conto. Ho più volte visualizzato le e-mail e gli spam ma non mi hanno richiesto nessun documento ma comunque li ho rimandati all’e-mail del supporto. NON SO PIÙ COME FARE! HO DA RITIRARE ALTRI SOLDI E HO PAURA CHE NON MELI DARANNO MAI. AIUTATEMI PER FAVORE.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Agrc00,

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 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

KYC verification is complete but they are not proceeding with payments

La verifica KYC è completa ma non procedono ai pagamenti

I RECEIVED THE SAME EMAIL FOR THE UMPTEENTH TIME. I'm tired and feel like I've been cheated. It's been 8 WORKING days since I made the request, and it could be 100 days, but I won't see anything. I need help. I need to withdraw all 16k I have on the site.

LA STESSA IDENTICA MAIL CHE HO RICEVUTO PER L’ENNESIMA VOLTA. Sono stanca e mi sento presa in giro, 8 giorni LAVORATIVI dalla richiesta, ne possono passare anche cento ma non vedrò nulla. Ho bisogno di aiuto, devo ritirare tutti e 16k che ho sul sito.

Update: I cancelled the withdrawals but I still have the blocked withdrawals screen

Aggiornamento: ho annullato i prelievi ma ancora ho la schermata prelievi bloccati

It's been 10 business days with withdrawals blocked, I canceled the withdrawals hoping that the situation would be resolved but everything is the same... can you help me please?

I also sent a complaint email to the platform's regulatory body... nothing.

will I ever be able to get my 17,600 euros?

Sono 10 giorni lavorativi con i prelievi bloccati, ho annullato i prelievi sperando che si sbloccasse la situazione ma è tutto uguale…potete aiutarmi per favore?

Ho mandato anche una mail di reclamo all’ente regolatorio della piattaforma…niente.

potró mai avere i miei 17600 euro?

Dear Agrc00,

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.

Hi, the situation is still the same. I canceled the withdrawals, the money returned to my available balance, but even today, 16 days later, my withdrawals are still blocked... I don't know what to do. I keep contacting support, but they're always vague. I need your help...

Ciao, la situazione è sempre la stessa, ho annullato i prelievi, i soldi sono ritornati nel saldo disponibile ma ancora oggi dopo 16 di giorni ho i prelievi bloccati…non so più come fare. Continuo a contattare l’assistenza ma sempre vaghi. Ho bisogno del vostro aiuto….

Dear Agrc00, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Karla

I attached everything via email but I'm also inserting the contents of the cards that were sent here without images:

HI,

So, a few days after I contacted you, they added the documents to the "Trust" section for KYC. I uploaded them, but every day they reject one for no apparent reason, as the documents are perfectly compliant with what they're asking for (I can also upload them later).

I played with the money loaded from my cards only and exclusively on Aviator without playing any sports bets or taking advantage of any kind of bonus (I also attach evidence of this).

min plus I successfully received €500 before all this happened

Ho allegato tutto tramite e-mail ma inserisco lo stesso anche qui il contenuto senza immagini delle carte che sono state inviate:

Ciao,

Allora dopo qualche giorno dal sollecito fatto a voi mi hanno inserito nella sezione verità dei documenti da caricare per la KYC. Io li ho caricati ma ogni giorno ne respingono uno senza un motivo ben preciso in quanto i documenti sono perfettamente conformi a ciò che mi chiedono (posso anche caricarli di seguito). 

Io ho giocato con il denaro caricato dalle mie carte solo e solamente su Aviator senza giocare a nessuna scommessa sportiva o usufruendo qualche tipo di bonus (anche di questo allego le prove).

min più ho ricevuto 500€ con successo prima che succedesse tutto questo

Dear Agrc00, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Karla

Hi, the KYC verification has been ongoing for a week, but they're never accepting all the documents I send. I'm sure they're legitimate, especially since they're official documents (bank statements, proof of residence issued by a government agency). The situation is confusing. For example, since Friday, when I TOP-UP FOR THE UMPTEENTH TIME, some documents still need to be reviewed.

I made a successful withdrawal at the end of February. I played at the casino (Aviator slots) and had no active bonus. I'll email you proof and screenshots.

Ciao buongiorno, la verifica KYC è in corso da una settimana ma non mi accettano mai tutti i documenti che invio; sono sicura che sono giusti anche perché sono documenti ufficiali (estratti conto, attestato di residenza lasciato da ente governativo)..la situazione è ambigua. Ad esempio da venerdì che avevo RICARICATO PER L’ENNESSIMA VOLTA alcuni documenti ancora devono finire la revisione..

ho effettuato un prelievo andato a buon fine a fine febbraio. Ho giocato al casinò (slot Aviator) e non avevo alcun bonus attivo. Per e-mail le invio le prove e screen.

Dear Agrc00,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin, [email protected]. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Agrc00,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Malina Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? What is the issue with the documents Agrc00 provided? Alternatively, can you give us some guidance on how to proceed?

The update is that I indicated that one of the cards I used once in October is no longer in my possession because it has been revoked. Therefore, I can't provide a photo, only screenshots of the app showing some of the information. For this reason, I explained everything to support, but received no actual assistance. So, in addition to uploading the screenshots, I uploaded the PDF file of the bank statement showing the transaction made to Malina and the proof of ownership of the account to which the card was associated. But the situation remains unchanged.

L’aggiornamento è che ho indicato che una delle carte con cui ho versato ad ottobre una sola volta non è più in mio possesso in quanto è stata revocata e dunque non posso fornire la foto ma solamente screen dell’app dove si vedono alcune delle informazioni. Per questo motivo ho spiegato tutto all’assistenza senza ricevere un supporto vero e proprio. Dunque oltre a caricare gli screen ho caricato il file pdf dell’estratto conto con il movimento fatto verso Malina e il certificato di possesso del conto a cui era associata la carta. Ma la situazione non cambia….

Dear all,

Thank you for the patience.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Malina Casino

Good morning,

This morning, they again rejected the statement I uploaded to prove ownership of the card, which also included the ONLY top-up transaction to Malina Casino. I repeat, I have no document available, other than the statement and the proof of ownership, that meets ALL THE REQUIREMENTS you're asking of me... because, as I've said many times, MY CARD HAS BEEN REVOKED.

I am attaching the document request you made in the casino's 'verification' section to prove my words.

COULD YOU KINDLY PROVIDE ME WITH A WAY OUT TO UNLOCK THE WITHDRAWALS?

Thank you.

Buongiorno,

stamani mi hanno rifiutato nuovamente l’estratto conto che ho caricato per provare la proprietà della carta e in cui era incluso anche L’UNICO movimento di ricarica nei confronti di Malina Casino. Io ripeto non ho a disposizione nessuno tipo di documento, oltre l’estratto conto e il certificato di proprietà del conto, che possa soddisfare TUTTI I REQUISITI che mi richiedete…in quanto come ho già detto molte volte MI È STATA REVOCATA LA CARTA.

Allego nuovamente la richiesta dei documenti che mi fa nella sezione ‘verifica’ del casinò per provare le mie parole.

MI POTETE GENTILMENTE FORNIRE UNAVIA D’USCITA PER SBLOCCARE I PRELIEVI?

Grazie.

Dear,

I'll update you on the situation.

I have uploaded all available documentation to Malina Casino, including:

- official bank statement with the transaction

- proof of account ownership

- proof of contact with my bank (buddybank)

I contacted the bank directly to request the card certification document, but they confirmed that it is not possible to generate such a document for cards linked to the account, especially if they are no longer active.

As a result, I have no concrete possibility of providing the document requested by the casino.

I believe I have provided all available evidence to demonstrate ownership of the payment method and I await a truly obtainable solution or alternative guidance.

Thanks for your support.

Gentili,

vi aggiorno sulla situazione.

Ho caricato su Malina Casino tutta la documentazione disponibile, inclusi:

- estratto conto ufficiale con la transazione

- attestazione di titolarità del conto

- prova del contatto con la mia banca (buddybank)

Ho contattato direttamente la banca per richiedere il documento di attestazione della carta, ma mi è stato confermato che non è possibile generare un documento di questo tipo per carte collegate al conto, soprattutto se non più attive.

Di conseguenza, non ho la possibilità concreta di fornire il documento richiesto dal casinò.

Ritengo di aver fornito tutte le prove disponibili per dimostrare la titolarità del metodo di pagamento e resto in attesa di una soluzione o di un’indicazione alternativa realmente ottenibile.

Grazie per il supporto.

Dear Agrc00,

Thank you for the patience.

We kindly inform you that the relevant department inform us that you need to provide proof of ownership of CC*534413******7544 where we can see cardholder names, this document should be issued from the bank.

Kind regards,

Malina Casino

Dear casino representative,

thank you for your response.

We believe it is not possible for the player to provide the specific document you are requesting for the revoked card. The player has already provided a bank statement showing the transaction, proof of account ownership, and other supporting documents. Are there any alternative documents you can accept?

Dear Agrc00,

thank you for your cooperation. To move this forward, please request a short written confirmation from your bank stating that, the card ending 7544 has been revoked, and the bank cannot issue the specific document requested by the casino. I believe that once we receive a copy of such confirmation, the casino will be willing to come up with alternatives.

Once you have this confirmation, please send it to my email [email protected], so we can include it in the review.