I have made a withdrawal but nothing is happening. I have also written to customer service several times by email and practically to support but no answer.

I have 10,000€ on there, you can withdraw a maximum of 500€ per day, that's what it says in the terms and conditions, but now almost 2 weeks have passed and nothing, no answer, no money, nothing at all

Habe eine Auszahlung get?tigt tut sich aber nichts habe auch schon mehrmals den Kundenservice per Mail praktisch den Support angeschrieben keine Antwort

habe 10.000€ dort drauf man kann maximal 500€ pro Tag abheben so steht es drin in den agbs aber jetzt schon fast 2 Wochen vorbei und nix keine Antwort kein Geld garnichts

Dear Sergej85,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

What I find unfair is that the deposit is immediate and without any problems but as soon as you win something the problem with the payout starts and then it drags on, that's a scam from them so that you gamble everything away again

The status has been in progress since February 18th but nothing has been processed and I haven't received an answer from support, just great ????

Was ich unfair finde die Einzahlung geht sofort und ohne Probleme aber sobald du was gewinnst geht’s los das Problem mit der Auszahlung und dann zieht es sich hin das ist doch eine Masche von denen damit Mann alles wieder verzockt

es steht schon seit dem 18.02 der Status in Bearbeitung aber bearbeitet ist da nichts und vom Support bekomme ich keine Antwort einfach super ????

Still haven't received anything, nothing has changed in the processing status, it just says that I have applied for it

well, I think it is a bottomless impudence to pull something like that

When it comes to deposits everything goes very quickly but as soon as you have won something it starts and then the waiting time begins

I wrote to the casino but got no answer, already 14 days ago I didn't get my money and nobody can tell me why

Immer noch nichts bekommen im Status der Bearbeitung hat sich nichts ge?ndert es steht nur das ich es beantragt hab

also ich finde das ist schon eine bodenlose Frechheit sowas abzuziehen

wenn’s um Einzahlung geht l?uft alles sehr schnell sobald man aber was gewonnen hat geht’s los dann beginnt die Wartezeit

ich hab dem Casino geschrieben bekomme aber keine Antwort schon 14 Tage her bekomm mein Geld nicht und keiner kann mir sagen warum

Dear Sergej85,

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.

Hello

no I didn't get anything and to this day the status at Malinacasino is still on processing

Hallo

nein ich habe nichts bekommen und bis heute steht der Status bei Malinacasino immer noch auf bearbeiten

You can't withdraw more than 500€ at a time, hence the screenshot with 500€

Mann kann ja bei denen nicht mehr wie 500€ auf einmal abheben deswegen der Screenshot mit 500€

Thank you Sergej85 for all the information provided. I will now forward your complaint to my colleague Martin ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Sergej85,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would 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? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Sergej85 can expect his withdrawal to be processed?

I have also tried several times to write to the Casino Help Center by email but unfortunately no response

Ich habe es auch schon mehrmals probiert das Casino Hilfe Center anzuschreiben per Mail aber leider keine Rückmeldung

Dear all,

Thank you for reaching out!

Please be informed that the customer's withdrawals will be processed with the highest priority.

We apologize for any inconvenience caused by the delay.

Best regards,

MalinaCasino team

I received exactly the same feedback in the casino live chat but the status has still not changed and it has been almost a month

Genau so eine Rückmeldung habe ich im Casino live Chat auch erhalten aber der Status hat sich immer noch nicht ge?ndert und das schon fast ein Monat

So hello again

I have now received the first 1500€ but it took a month

Of course I am happy about it

and thanks to the Casino Guru Team

What's the problem is you can't withdraw more than 1500€ at once

I don't think that's right either, as it took quite some time for €10,000 to be paid out. I made the next payment on March 11th.

but again as usual today is the 13.03 and the status has not changed as usual

So if it takes 1 month for each payout then I should be finished with it shortly before Christmas 2025 and have my money

I don't think that's fair either

So Hallo nochmals

ich habe jetzt die ersten 1500€ bekommen hat jetzt aber ein Monat gedauert

natürlich bin ich froh darüber

und danke an des Casino Guru Team

was des Problem ist Mann kann bei denen nicht mehr auf einmal auszahlen lassen wie 1500€

finde ich auch nicht in Ordnung da bei 10.000€ das schon einige Zeit beansprucht hab am 11.03. die n?chste Auszahlung gleich get?tigt

aber wieder wie gehabt heute ist der 13.03 und der Status hat sich nicht ge?ndert wie üblich

also wenn es bei jeder Auszahlung 1 Monat dauert dann sollte ich kurz vor Weihnachten 2025 fertig damit sein und mein Geld haben

finde ich jetzt auch nicht Fair

Hello Sergej85,

It is good to hear that things have moved in the right direction. The next payouts will hopefully be processed quicker. I can leave this complaint open until all of your winnings are paid out. Please keep us updated on any new developments.

thank you again

and yes please leave it open as you say until everything is paid out

I will contact you as soon as I know something new or receive a payout

I will contact you immediately

Please leave it open, I think it's very nice of you

and once again thank you

noch mal Dankesch?n an euch

und ja lassen sie es bitte noch offen wie sie sagen bis alles ausgezahlt ist

ich melde mich sofort sobald ich etwas neues wei? beziehungsweise eine Auszahlung erhalte

melde mich dann immer sofort

lassen sie es bitte noch offen finde sehr nett von euch

und noch Mals Dankesch?n an euch

Theoretically you could have 7000€ paid out per month, that's what they say

but since they take so long to pay out it is impossible to get it

It looks like you only get paid 1500€ a month from them

Unfortunately I don't understand the problem

After the first payout which I made in February and waited a month for the 1500€ because suddenly it is no longer possible to pay out, I immediately made the 2nd payout and am now waiting again

I hope that I will have all the money by Christmas 2025

It's a pity that it is like this, it's not fair of them

Theoretisch k?nnte man 7000€ im Monat auszahlen lassen so steht es bei denen auch drin

aber da die so lange mit der Auszahlung ziehen ist es unm?glich das zu bekommen

Mann bekommt wie es aussieht nur 1500€ im Monat von denen ausbezahlt

ich verstehe das Problem leider nicht

nach der ersten Auszahlung die ich im Februar get?tigt habe und ein Monat auf die 1500€ gewartet habe da ja auf einmal nicht mehr m?glich ist aus zu zahlen habe ich sofort die 2. Auszahlung get?tigt und bin jetzt wieder am warten

mich hoffe das ich bis Weihnachten 2025 des Geld komplett da habe

schade das es so ist ist nicht fair von denen

What is so unbelievable

the processing

I ask every day and the support just fobs me off

and it is promised that the processing is already underway. If I worked like that in my job, I would have been fired already.

Das was auch noch so Unglaubwürdig ist

die Bearbeitung

ich frage jeden Tag nach und werde vom Support nur abgewimmelt

und wird hoch versprochen das die Bearbeitung schon l?uft würde ich in meinem Job so arbeiten w?re ich schon entlassen echt

Hello Sergej85,

I understand your frustration but it seems that all we can do now is wait.

Dear Casino representative,

are there any updates on the matter?

Yes, I understand that. I have no other choice at the moment than to wait, but since I have already received some of them, it should go a bit faster now, since the first transfer has already worked, but it seems that is not the case, since another 10 days have passed and there is no confirmation or anything else.

Whereas it says processing 3-5 days, I don't think that they were showered with winnings and can't keep up

ja dass verstehe ich schon mir bleibt ja auch im Moment nichts anderes übrig wie zu warten aber da ich schon mal ein Teil von denen erhalten habe müsste es doch jetzt etwas schneller voran gehen da die erste überweisung ja schon funktioniert hat wie es aber scheint ist dem nicht so da schon wieder 10 Tage vergangen sind und da kommt keine Best?tigung oder sonst noch was

wobei bei denen drin steht Bearbeitung 3-5 Tage ich denke mal nicht das die so mit gewinnen über schüttet worden sind und nicht hinterher kommen

Today is already March 25th

I get no answer from the support and I can no longer write in the live chat it doesn't work that is of course very serious of them

14 days have passed again, no response, no processing, no payment

Heute ist schon wieder der 25.03

vom Support erhalte ich keine Antwort und in den live Chat kann ich nicht mehr schreiben funktioniert nicht das ist natürlich sehr seri?s von denen

es sind schon wieder 14 Tage vergangen keine Antwort keine Bearbeitung keine Zahlung

I still haven't received an answer

let alone a payout

Ich habe immer noch keine Antwort bekommen

geschweige den eine Auszahlung

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.

Dear Sergej85,

We are sorry to hear about for your experience. 

We assure you, we have forwarded your request and you will get an update regarding your withdrawal request at the earliest as possible.

If you have any additional questions, please, do not hesitate to let us know.

Best regards,

MalinaCasino team.

Ok thank you

1500€ have just been received this time it was a bit faster than last time

Thanks again to Casino Guru

and thank you Malina Casino

If things would go faster now, I would also be grateful that the rest will come a little faster

Ok Dankesch?n

es sind jetzt gerade eben 1500€ eingegangen ging diesmal etwas schneller als das letzte Mal

noch mal Dankesch?n an Casino Guru

und Dankesch?n Malina Casino

wenn es jetzt schneller voran gehen würde w?re ich auch dankbar das der Rest noch kommt etwas schneller kommt

Dear Malina Casino representative and Sergej85,

thank you both very much for the updates. I am confident the whole issue will be resolved in the near future. I will leave this complaint open until Sergej85 confirms all of his withdrawals have been paid out.

Super thank you to you!!!

Super Dankesch?n an euch !!!

Hello Sergej85,

any news? I am extending the timer in the meantime.

Hello yes

have another 1500€ today

receive

went faster than usual

It's always only a maximum of 1500€ that they transfer but I think now that it's happened a few times it's slowly getting better

So in total there are now 6000€

arrived from 10000€

Hallo ja

habe heute weitere 1500€

erhalten

ging jetzt schneller wie sonst

sind zwar immer nur maximal 1500€ was die überweisen aber denke jetzt da es schon paar mal passiert ist wirds langsam besser

also insgesamt sind jetzt schon 6000€

angekommen von 10000€

Thanks again to you ????

Nochmals danke an euch ????

Hello, Sergej85,

I am happy to hear you received more withdrawals and appreciate your continued updates.

Hello

again now the payment is stalled again is slowed down for an inexplicable reason I don't know what is going on again but again nothing is happening

Hallo

nochmals jetzt stockt die Auszahlung wieder wird aus einem unerkl?rlichen Grund gebremst ich weis nicht was wieder los ist aber es kommt wieder nichts

Hello Sergej85,

thank you for letting me know, I am sorry to hear more issues have arisen.

Dear casino representative,

can you please look at the situation regarding Sergej85's withdrawals? Is there a particular timeframe in which his withdrawal may be processed?

Hello again

So I wanted to let you know that all the money has now been transferred and everything has arrived

I thank you very much for your help

and also a thank you to the whole Casinoguru team

Of course I also thank you for the quick processing

and thanks to the malinacasino that everything worked out and was clarified

you can now close the case and mark everything as completed

Sincerely, T***** M******

Hallo noch mal

also wollte euch mitteilen das das ganze Geld jetzt überwiesen wurde es ist alles angekommen

mich bedanke mich herzlich für ihre Hilfe

und auch ein Dankesch?n an das ganze Casinoguru Team

natürlich bedanke ich mich auch für die schnelle Abwicklung

und Danke an das malinacasino das alles geklappt hat und gekl?rt wurde

sie k?nnen den Fall jetzt schlie?en und alles erledigt markieren

Mit freundlichen Grü?en T***** M******

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.

Hello

again

have already received the money

everything

everything is fine you can mark the case as completed

Kind regards, M**** T*****

Hallo

noch mal

habe das Geld schon erhalten

alles

es ist alles gut sie k?nnen den Fall Alls erledigt markieren

mit freundlichen Grü?en M**** T*****

Dear Sergej85,

We're glad to hear that your issue has been dealt with. 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, 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/www.kpvfaw.com. 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, 

Martin

www.kpvfaw.com